Like many others on this board I am having an awful time with Samsung. We purchased a Samsung RS2555SL side-by-side unit in 2005. Last Sunday it quit cooling and we lost all the food in it. A call to Samsung on Monday said that the unit was still under warranty for the cooling system (5 years) and they gave me the phone number of the local repair agency and sent them a FAX. A technician came out and confirmed that the compressor was bad but that he didn't have a unit as Samsung parts are never stocked locally (unlike domestic brands). He said he could have it overnighted. I called the repair place the next day and they said that the compressor was ordered and that they would call me back later that day. I of course did not receive a call and no one answers their phone now (last three days). I have called Samsung six times and they have magically been able to contact the agency twice but not in the last two days. The Repair agency has told Samsung that they need technical advice because they don't know how to put the compressor in (the technician never told me that). So, I have heard that they have the compressor, have ordered the compressor, did not have the compressor and finally did not know how to put in in either directly from the agency or from Samsung. I asked Samsung if we could get someone else to fix it and they said they could not initiate another service request for 7 days! (meaning next Monday). I finally called Samsung's "Executive Customer Support" group and was told that they would investigate things but that it might take several days. They did not explain how they would contact the repair agency since they have not answered their phones for two days.
Out of desperation I called Best Buy repair. They said that since I did not buy an extended repair contract with them they could do nothing. I explained that the unit was still under Samsung warranty but I guess I was using words that were too big as they still said no help. They told me to call the store where I bought it. I did so and the manager essentially told me to take a hike since I didn't have an extended warranty even though I tried again, in vain, to explain that it was still under warranty. Finally I called Best Buy corporate and they told me the same thing. I have spent thousands of dollars with them over the years for computers, TVs, etc and they have essentially told me that they don't care.
WARNING! Never buy a Samsung refrigerator!
WARNING! Never shop at Best Buy!