Brand New Samsung Freezer Failed after 2 Weeks

GeordiePete

I recently bought a tall freezer direct from Samsung UK. This was delivered on 27th June. On the morning of 12th of July  I went to the freezer to find everything had defrosted, despite the fact the door display still read -19 and no alarms had been triggered.

I call Samsung immediately expecting a speedy resolution since the appliance was brand new but sadly that was not the case. After 3 hours on the telephone Samsung eventually arranged to pick up the defective product but would not commit to when a replacement would be delivered or would not accept any accountability for the lose of food (Approx £100).

As I write today, I still do not have a confirmation of when a replacement will arrive and to salt to the would Samsung refuse to compensate my loss. Instead offering £100 pounds in Samsung vouchers to spend on their site. They even see this as a goodwill gesture on their behalf.

I found the whole experience very frustrating and disappointing for such a large company.

Surely they must be liable for my loss and compensate according. Not with vouchers which force me to spend more money with them.

Any advice appreciate

Thanks GP

Aylesbury_Duck

GeordiePete said:

I recently bought a tall freezer direct from Samsung UK. This was delivered on 27th June. On the morning of 12th of July  I went to the freezer to find everything had defrosted, despite the fact the door display still read -19 and no alarms had been triggered.

I call Samsung immediately expecting a speedy resolution since the appliance was brand new but sadly that was not the case. After 3 hours on the telephone Samsung eventually arranged to pick up the defective product but would not commit to when a replacement would be delivered or would not accept any accountability for the lose of food (Approx £100).

As I write today, I still do not have a confirmation of when a replacement will arrive and to salt to the would Samsung refuse to compensate my loss. Instead offering £100 pounds in Samsung vouchers to spend on their site. They even see this as a goodwill gesture on their behalf.

I found the whole experience very frustrating and disappointing for such a large company.

Surely they must be liable for my loss and compensate according. Not with vouchers which force me to spend more money with them.

Any advice appreciate

Thanks GP

They haven't refused to compensate your loss, they've offered £100 in vouchers.  Go back to them saying you're not happy with it as an offer, providing evidence of the c.£100 of food you've lost.  Be aware that you have a duty to mitigate your losses, so they may ask what steps you took to try and save as much food as possible.  They may offer a cash settlement, or perhaps a higher sum in Samsung vouchers.

Robbo66

GeordiePete said:

Surely they must be liable for my loss and compensate according. Not with vouchers which force me to spend more money with them.

That's why you have home contents insurance for

jon81uk

Your consumer rights entitle you to a full refund as the fault developed within the first 30 days.
Get a refund and buy elsewhere.
I wouldn't expect Samsung to be liable for the consequential loss of the frozen food, claim that on your contents insurance.
I assume you have photographs of the spoiled food as that will probably be needed for a claim.

biscan25

jon81uk said:

Your consumer rights entitle you to a full refund as the fault developed within the first 30 days.
Get a refund and buy elsewhere.
I wouldn't expect Samsung to be liable for the consequential loss of the frozen food, claim that on your contents insurance.
I assume you have photographs of the spoiled food as that will probably be needed for a claim.

I would disagree that Samsung are liable for the food. It would meet the reasonably foreseeable test in a claim.
You are not going to claim on the insurance for £100, it will end up costing you more than that in the long run.
I do think that Samsung are being unreasonable, where a replacement and a £100 refund would solve the problem.

Compare to my experience with AO. I reported a tiny scratch on the exterior, and they refunded 10% without question. Probably because it's cheaper than sending another!

GeordiePete

Many thanks for all your replies.

After posting a second complaint on the Samsung contact CEO page a couple of days ago, miraculously a replacement is being delivered today. Having to go to so much trouble/stress before getting some action is quite disappointing.

Regarding the compensation; I know I can claim on insurance and, yes I do have photographs but as biscan25 says it would probably cost me more money in the long run. It just seems wrong and unjust that a company the size of Samsung could not do the right thing, irrespective of T&C's. 

As a contrast I had a Greenworks hedge trimmer fail at about the same time. They asked me a few simple questions on the phone, asked me to send proof of purchase from Amazon and the serial number. Five days later a new replacement was delivered. Well done them!

Samsung may have saved £100 but lost a customer and anyone else I can convince to go elsewhere.

Ath_Wat

GeordiePete said:

Samsung may have saved £100 but lost a customer and anyone else I can convince to go elsewhere.

They got you a  replacement in ten days.  That's not bad.  I wouldn't have thought of buying Samsung before but I might now, after reading this.

GeordiePete

Try surviving 10 days without a freezer in the current heat wave! 

If you go to the on-line Samsung shop you can get one delivered next day. So they have the capability to deliver much quicker but chose not to.

Ath_Wat

Next day?  Even better.  They sound a great company.  Thanks for the recommendation.

MattMattMattUK

GeordiePete said:

Try surviving 10 days without a freezer in the current heat wave! 

Very easy, one does not need a freezer to survive.

GeordiePete said:

If you go to the on-line Samsung shop you can get one delivered next day. So they have the capability to deliver much quicker but chose not to.

They have the capability to deliver sooner, they do not have to, however I would generally say that to resolve the matter in five days and with compensation covering the cost of the spoilt food, that would generally be seen as somewhat unfortunate, but also entirely fair. 

jon81uk

GeordiePete said:

Try surviving 10 days without a freezer in the current heat wave! 

If you go to the on-line Samsung shop you can get one delivered next day. So they have the capability to deliver much quicker but chose not to.

As it developed a fault under 30 days consumer rights entitles you to a full refund. So you could have ordered a new one and then insisted on a refund for the old one.