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CB Mobile Phones Samsung Replace malfunctioning refrigerator with same model
Samsung

Samsung review: Replace malfunctioning refrigerator with same model

L
Author of the review
2:21 pm EDT
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This review was chosen algorithmically as the most valued customer feedback.

We purchased a Samsung Bespoke state-of-the-art refrigerator ($2000) from Lowe's on Friday, June 21, 2024. From the start, this amazing refrigerator was malfunctioning; the freezer was freezing up. There was a considerable build-up of frost in and around the freezer drawers, and they became difficult to open and close. Still on the manufacturer's warranty (Samsung), Samsung repair service came out four times for this same problem. We were given every "story" in the book about what we were doing wrong to cause the problem. According to the service person "we open the refrigerator door and/or the freezer drawer too much", or "we keep the refrigerator door and/or freezer drawer open too long", or "there is not enough space around the frig for airflow", or "our kitchen is too hot so we should keep our two fans on all the time", or our freezer temperature is too low or too high”! All of the excuses are silly, unfounded, and bogus! After many discussions with dozens of Samsung representatives, almost a year later, sometime in April 2025, Samsung agreed to replace the refrigerator (Ticket #4179523414). On Saturday, May 31, 2025, a replacement was delivered, but it turned out to be a much less expensive and inferior model, as well as the wrong color and size. The delivery person Troy, who has worked for Samsung for a long time and knows how things go at the Samsung exchange department, didn't think we should be taking a chance keeping our refrigerator given that the freezer drawer was getting more and more difficult to open and close, so he suggested that we keep the inferior one and call Samsung on the Monday following this delivery. I called Samsung on Monday, June 02, 2025, to discuss the delivery of the incorrect refrigerator exchange that was made on the previous Saturday. After going through several representatives, which happens all the time when calling Samsung, I spoke to Alex, who saw on record that we indeed received the wrong refrigerator. At first, he asked why we didn't refuse the delivery of the wrong model, but when I explained that we were having a hard time opening and closing the freezer drawer, he promptly made arrangements to get us the correct model as quickly as possible. He said it would take about 10 business days for the delivery to take place. It is now June 22, 2025, more than 10 days later, and we are still waiting for our model. I called Samsung several times last week, and I was told that the exchange process still has to be approved. My understanding from Alex was that the approval was given and that delivery arrangements were already made by him. I have since called Samsung about it and asked that a supervisor call me. No answers from Samsung. I would like to mention all of the representatives I have spoken to about this situation. This list does not include the representatives for the four repair services: Raphael, Jose, Fernando, Emma, Jose (not the same one), Mark, Joseph, Christina, Theresa, Shaira, Esmeralda, Troy, Julio, Andrew, Alex, Carlo, Ivan, and Jimmy. I may have missed a few names. We want our top-of-the-line $2000± white Samsung Bespoke, model #RF23BB860012AA, and we want it now!

Desired outcome: We want the correct Samsung Bespoke white refrigerator, model #RF23BB860012AA, as agreed by Samsung. It is a $2000± top-of-the-line refrigerator. We want it now!

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