The normal subject of my blogs has always been about tea and the blends that I enjoy so much. This time however, I am writing about the poor customer service I receive every time I have to contact Samsung.
Three years ago I purchased a Samsung Side by Side Refrigerator from Best Buy. The particular model is RS 2556SH. I really liked stylish stainless steel and the many features available on this model and went
ahead and purchased it even though I was a little concerned about the brand. Samsung appliances have not been proven reliable here in the United States at that time. I did question a friend who had lived in Korea about the Samsung brand and he related to me that it was a popular brand much like Whirlpool and GE is here. So, I bought the fridge.
I only had the Samsung RS 2556SH for three months when I noticed the temperature began to rise in the refrigerator side. It was just a couple of degrees, so I thought it was just a normal temperature variance. Then the freezer side began to get a few degrees warmer. Next, the fridge side began to feel warm and the food wasn’t lasting. The temperature monitor on the door showed an acceptable temperature, so I unplugged the unit and plugged it back into the wall. I shocked to see that the fridge side was 42 degrees and the freezer side was 33 degrees. Apparently, the temperature meter on the outside of the freezer does not really keep track of the actual temperature inside the unit. I immediately called Samsung and they sent a person out who replace one of the boards. This did not solve the problem, so I called again. They sent out
another repairman and he changed out a different board. This did not solve the problem. By the way, I was without a fridge for two weeks so far. They came out again and were unable to fix the fridge and recommended replacing it with a new one.
I called Samsung and they told me they would send a voucher for a replacement fridge to be used at Best Buy. I waited, no voucher. I called, voucher on the way. Waited…. nothing. Finally, I could not stand it anymore. So, I went on line and found a phone number for a Vice President at the Samsung Headquarters and called. He was great! I finally received my voucher. I was without a refrigerator for three months with all the repairmen, calling the customer service line, and finally the Vice President.
I took my voucher to Best Buy and swore I would not repurchase a Samsung, but after looking at the others, I still liked the Samsung. I reasoned that I must have gotten a lemon and the new one would be fine. What’s the chance of getting two lemons in a row? In my case 100%. I have had this one for three years and it is now doing the exact same thing and I am again getting poor customer service. I called for a repair person to come and fix it and they said that they would call back in 24 hours with the name of a repair center to fix it. They never called. I called them to get the name of a service center. I also asked the person why I was not given a call back and he hung up on me. To make matters worse, the company they gave me does not do
warranty work. I called them back and they told me that they will find another service center to help and would call me back in 24-48 hours. If they do not call I am suppose to call them. Whatever happened to customer service and standing behind your product? I hope I will have a fridge again soon. I think I will get repaired and sell it to purchase another brand. I can honestly say that the name Samsung will not be on any future product I buy. I understand things happen, but it is up to the people who represent the company to help ease the process when things go wrong and care about how the company is perceived by those who need their products or services. Good customer service is the most important part of any business and should be treasured by both large and small businesses.