Samsung Electronics America
Consumer complaint

I purchased a Samsung French Door refrigerator at Sears on 8-22-08. It was delivered on 10-9-08. The model # RFG297AABP/XAA. On 8-11-09 a Sears service tech came out, my complaint was that my refrigerator kept getting water and ice under the deli tray and our freezer was getting a lot of frost, enough to make it hard to open the freezer door and difficult for the top tray to actually move out where it belongs in order to retrieve anything from it. The tech deemed this to be an incorrectly sealing refrigerator door, that was not set up properly at delivery. The tech ordered gaskets, a ring insert, and a grommet. The tech came out to install the new parts on 8-21-09. At this time we assumed the fix had been made and all was well, thinking this was a installation problem, not a design issue. We received no owners manual or door adjustment tools upon delivery of this refrigerator and so found it difficult to trouble shoot any concerns we might have had about anything that might have seemed unusual to us, but possibly a normal function of a French door refrigerator. Sears was advised about this lack of information and did nothing to rectify it. We have continued to have the same problem with this refrigerator and it is now out of warranty. The refrigerator section is set for 38 degrees and is at 50 degrees, producing luke warm drinks etc… The freezer section is set at 2 degrees and the thermometer shows 10 degrees. The frost issue has gotten so bad in the freezer that I find it hard to even get the freezer door to open. Apparently, the issue is larger than a gasket and a grommet. Calling Samsung, results in being told to go to an authorized repair facility, at my cost. This is not right at all. I truly believe now, that the problem was not with Sears repair or installation, but with a flawed design of this Samsung refrigerator. Apparently, I am not the only who believes this, as numerous complaints exist online referring to this same problem with Samsung refrigerators. I would like to know what Samsung is going to do about this issue and why a recall has not been issued for this very expensive refrigerator? I paid $2800 for this frig. This is not a cheap item, that can be counted in the realm of, “you get what you pay for”.in fact, I would like to get what I paid for. I paid a good deal of money for a brand that I felt would not let me down. I had enough confidence in the brand to purchase a Samsung T.V. As well. Should I rethink this entire brand and make it a habit to stay away from Samsungs and make sure I advise all of my friends to do the same, or is Samsung going to step up and fix this issue that plagues many of their customers? Sending your customers to authorized repair technicians for a fee is not what Samsung should be doing to keep customer satisfaction with their brand.in today’s terrible economic times, one would think that customer satisfaction and loyalty would mean something. If it does, I believe they need to prove it to me. I am sitting here with a very expensive refrigerator that is a continuing problem and it has just reached 2 years old. I do not believe this is how long a Samsung refrigerator should last, do you? I hope I have not wasted $2800 on a product that doesn’t live up to its price, please help.

Note-I have already received an email response from Samsung that insulted my intelligence. The response was about how the temp changes can not be measured by a regular thermometer, as hot air rises and cold air falls (Really, gee I had no idea. Nothing like calling the consumer stupid.) and that a range of 4 degrees plus or minus is normal. I don't believe that I sited only a 4 degree difference anyway and the frost was not addressed at all.

Below please find a reminder, off of Samsungs own website, about their values and the reason why consumers are willing to pay more for their products.

Excellence

Everything we do at Samsung is driven by an unyielding passion for excellence—and an unfaltering commitment to develop the best products and services on the market.

Integrity

Operating in an ethical way is the foundation of our business. Everything we do is guided by a moral compass that ensures fairness, respect for all stakeholders and complete transparency.

Company: Samsung Electronics America
Country: USA

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