01-31-2019 08:46 AM
I have had a Samsung Family Hub 27.9-cu ft 4-Door French Door Refrigerator with Ice Maker since August of 2017. We have had 7 service appointments on this refrigerator so far. The ice maker and its various parts have been replaced over and over. Every time they find something new that "might be the issue". On Monday there was water leaking out of the ice maker. Tuesday evening my husband got slushy ice out of the ice maker. I set up a service appointment for the refrigerator for Saturday. However, we had also noticed a weird smell in the fridge and I noticed that the milk did not feel cold enough. My husband checked it and even though the fridge was set at 35 degrees it was 45 inside. I had to throw out all of my food. It had been spoiled. The actual freezer is still functioning. I am so frustrated. We paid so much for this appliance and it just keeps breaking over and over. My family has to take time to wait for the repair people to come, time to wait for parts, time for them to come back again.
Not only will I never buy a Samsung again, I will also never buy another product from Best Buy again. I have been told the ice maker is "not covered" under the lemon category of the replacement plan.
I am furious. This is terrible customer service.
01-31-2019 10:46 AM
The Samsung Family Hub refrigerators look very classy and sleek. Thank you for creating an account and posting to us to stress that you’re not pleased with your refrigerator’s performance nor the service you’ve received recently from Geek Squad. We’d be happy to see what assistance we may be able to extend to you.
As you can understand, since Best Buy doesn’t manufacture the refrigerator we would’ve been just as unaware as you were that these kinds of issues would happen. Additionally, we are most likely doing our best to assist you under the terms of the Geek Squad Protection Plan you had purchased and agreed to. We’re sorry to hear that you don’t feel that is the case. We’d be happy to review your recent repairs and the terms of your plan to see what options may be available to assist you at this time. Can you please send us a private message with your full name, phone number, and email address? A private message can be sent to us by choosing the blue “Private Message” button in my signature. We look forward to your reply.
02-05-2019 08:19 AM
Tomorrow it will be 7 days that I have not had a working fridge. I am supposed to have the "no cool" situation fixed today but just got a call that the ICE MAKER is not at my home yet. There are two separate problems so now I had to explain it all to another person. He had to call the other repair guy.
I am going to contact a consumer reporter for my local news station. I have had my fill of this.
02-05-2019 09:44 AM
Thanks for sharing an update with us regarding your repair issues for your Samsung refrigerator. We’re sorry to hear that your appointment for the no cool related issues were cancelled for today. I’m in the process of reviewing your concerns again and will be sending you a private message in a few minutes.