Help please with Samsung over a faulty Fridge Freezer which took 2 years to get fixed

rob7brown

Hello Everyone 

So I have had horrific after sales service with Samsung. I bought directly with them and got a fridge freezer that would fit in the space we have in our kitchen. 

At 1st it was great but then it started freezing the veg draw shut. I thought nothing of it until my wofe said its not right. I called them and they said it was because I had it too cold????

So I increased the temp and the ice went away however in its place it started flooding out of the fridge into the freezer and onto the floor. 

I contact Samsung to ask for a refund and for them to take it back as it was not fit for purpose they said no. I asked for them to contact me through e-mail as it was lock down and I was working from home. There was no way to accept calls in the day. Also I wanted a paper trail. 

They went silent and I had to chase them loads through out the whole year only for them to give me a copy and paste reply then nothing. This continued and I was getting annoyed so I left it a while because we had lock down and I didn't want the stress. I chased them again to get the same nothing reply. 
 
I changed tactic and e-mailed the CEO which got me something, I answered a questionnaire they sent me, nothing, chased then eventually they organised a repair. When the guy came to repair it they told me that it was a known issue with the make of fridge. They don't have a filament down the back which allows the back pipes to freeze and then they can never get rid of the water. 

I want to add during the whole issue the fridge flooded and damaged our kitchen cabinets. 

So I have complained and Samsung have said basically its all my fault because they tried to call me but I never answered, they also texted me and sent me e-mails I ignored. This was rubbish so I have done a SAR. 

The SAR has shown that they have changed my mobile number by 1 digit so any contact they tried to make would not get through to me. The reason I know this is incorrect is because the SAR shows my customer details and my mobile number is there in its correct state. 

I have raised this with them and they are ignoring that totally. While continuing to hold the line that its my doing because I never answered the calls they made. 

The next course of action I am thinking is small claims for the price of the damage and the terrible service but I'm in uncharted land now and really don;'t know what it best. 

So money experts I really need some guidance.

powerful_Rogue

What are the dates? Purchase, first report of fault, chasing up etc?

What damage was casued that you want to claim for?

You can't claim for terrible service - you vote with your feet next time.

Manxman_in_exile

rob7brown said:

... The SAR has shown that they have changed my mobile number by 1 digit so any contact they tried to make would not get through to me. The reason I know this is incorrect is because the SAR shows my customer details and my mobile number is there in its correct state... 

Sorry but I don't understand what this ^^^ means?  Have they been using the wrong number or haven't they?