For decades, when it’s come to household appliances like TVs, washing machines and fridges, we’ve always purchased either Samsung or LG because their products are well-designed, reliable and competitively priced.
Our previous Samsung fridge-freezer, which was a French style three door, was damaged by the movers when we moved in. The insurance covered the irreparable damage, so we purchased a like-for-like replacement: Samsung’s RF23HTEDBSR French Style 3 Door Food Showcase Fridge Freezer.
This was a newer model to the one we had originally so were very excited, and how quickly that excitement turned into an ongoing saga.
Over the course of the first 12 months, we started to see a gradual build up of ice inside the fridge behind the back panel, which was odd, but something we didn’t take too seriously at the time.
Then we started to see that ice melting periodically and flooding the pantry drawer at the bottom of the fridge – we’re talking about a regular build up of around 1 litre of water, not just a few drops. The timing of this problem was unfortunate because it coincided with the first of the Covid lockdowns.
We called Samsung’s customer support and flagged the issue, but they couldn’t get technicians out to us because of the lockdowns, which was completely understandable. Weeks became months, the fridge continued to ice up and flood, and we would continue to mop up the water. Not really paying much attention to the months, we went over our two-year warranty period.
With lockdowns lifted, we contacted Samsung again to see if they’d be able to get this matter sorted out. We were informed that the fridge was now out of warranty – this lead to several complaint escalations to supervisors and Samsung finally agreed to get this matter looked at as a warranty repair.
The technician arrived, looked at the fridge, rolled his eyes and sighed. “Another one of these,” he muttered. We initially thought it was an odd comment.
When we opened the door to show him how iced over the fridge was and how much melted water there was under the drawer, he said it was ridiculous that Samsung were still selling these fridges because there was a defective manufacturing issue with this style of fridge, and they were called out to numerous homes on a monthly basis to rectify this very fault.
Not surprisingly, he had the full replacement back panel in his van, and after thoroughly de-icing the fridge, which took about 90 minutes using a steamer (there was that much ice), he put in the new back panel and the fridge, touch wood, has been working brilliantly since then. Until a couple of weeks ago when we’ve encountered the next known issue.
Defective ice maker
We’re in the process of refurbishing our utility room (watch this space) and as part of the work we’re finally plumbing the fridge in so that we can have cold water and ice.
No problem with the cold water, but the ice box does not make ice. Ironically, the fridge iced up where it shouldn’t and can’t make ice where it should.
We got back on the phone with Samsung, and they walked us through multiple steps to see if we could diagnose the fault. Nothing we did worked. The long and short of numerous phone calls is that we had to pay for a Samsung engineer to visit the property to diagnose the issue.
Samsung do no have their own engineers on the ground in the UK. Everything goes through private companies that are trained and accredited to carry out repair work.
The reaction of the engineer that arrived was disconcerting. It was a virtual carbon copy of the engineer that replaced our back panel..
“Not surprised the ice box isn’t working. It doesn’t work on most of the Samsung French style fridge-freezers sold in the UK. Let me guess, it’s not making ice and you can’t get the ice box out because it’s iced up,” he said.
He went on tell us that they are called out to scores of repairs a month to address these very same issues on various two-door, French-style Samsung fridge-freezers. As it turns out, this is another known issue related to defective manufacturing. The quote for the replacement parts and labour was in excess of £250.
Naturally, we got onto the phone to Samsung again requesting that this issue is fixed at their expense as this is another known issue related to defective manufacturing.
Samsung had the audacity to tell us that we already had a “free” warranty repair, which is complete and utter rubbish given that the previous work was reported during the warranty period, but we couldn’t get it fixed in that timeframe because of Covid.
The Samsung call centre is located in the Philippines and the agents are all friendly and extremely polite. The matter got escalated to the customer support team in the UK, who by contrast were arrogant and had no interest in helping us address the matter, and washed their hands of it.
Remarkably, they agreed with our assessment and that (these are their word) the 3-door fridge-freezers manufactured by Samsung were largely not fit for purpose and haven’t been for years, but they have zero interest in getting the fridge repaired despite the known issues.
Despite Samsung knowing that they have hundreds (if not thousands) of defective products in the market, there’s nothing you can do to report them. There’s no ombudsman and they’re not bound by the Consumer Rights Act.
Amazingly, as it turns out, the responsibility lies squarely on the retailer in such instances, and as it transpires under the Consumer Rights Act we have up to six years to get this matter resolved if a product is not fit for purpose or defective, and this appliance definitely falls into that category.
Let’s face it, a fridge’s main job is to chill – not ice over and flood the fridge. The other feature on our model was the ability to make ice. This too is broken courtesy of a faulty main board and drain channel that needs replacing.
I find it outrageous that companies like Samsung can sell these expensive products knowing that they are defective and that there’s no recourse for the consumer.
Pushed from pillar to post
So we contacted our retailer, Appliance City, and the response was predictable. After a lot of backwards and forwards, and getting nowhere under the ‘protection’ of the Consumer Rights Act, Appliance City said they’d fulfilled their role in accordance with the Act in addressing the defective issues regarding our fridge.
“Under the Consumer Rights Act it is the retailer’s responsibility to offer you one of the following resolutions: a refund, partial refund, replacement or a repair (which is not free [and is incurred by the customer]) and which option is offered is down to the retailer’s discretion. Under consumer rights we must offer you one of four resolutions which we have done,” they explained in an email to us, closing the case in the process.
Naturally, they opted for the repair, which we had to pay for. Surprise, surprise.
So while the system is supposed to protect the consumer, it has created a tidy, vicious circle. The manufacturer is not held responsible for making defective products, and the retailer simply selects the option that absolves them of any financial costs. Why would the retailer opt for a refund when they can simply choose that the customer pays for the repair.
Don’t buy a Samsung fridge
Ultimately, we purchased a fridge (for just under £2,000) that is inherently faulty and a simple Google search brings up endless stories of Samsung fridge-freezers that ice up and where ice makers don’t work. The earliest one we found was from 2008 – that means Samsung have been manufacturing and selling fridge-freezers that have recurring defects for at least 14 years.
Samsung are aware of these issues and defects, which the UK support team admitted to and did not refute, but they don’t care because there’s nothing consumers can do to hold them accountable.
Quite remarkably, Samsung’s repeated recommendation to us (from the call centre in the Philippines and from the UK team) was that we could get always buy a new Samsung fridge and they’d give us 25% off. What kind of a solution is that? We have a fridge that is a little over three years old, and they think it’s acceptable to send it to landfill? Where’s the financial and environmental sustainability in that?
So our only solution, if we want a working ice maker, is to pay £250 for a series of replacement parts (the main board and a drain channel) and labour, for something that should just work, but doesn’t. It’s still a damn sight better than forking out another £1,500 on a new fridge after using Samsung’s generous 25% discount.
Quite honestly, this whole situation has been an epic farce, and this experience has seriously dented our faith in Samsung as a company on so many levels and we will probably never buy anything from Samsung again because they are operating unethically and with very little regard for the consumer or the environment.
In summation, if you’re reading this and are considering buying a Samsung fridge-freezer, my suggestion is don’t take the chance. It’s simply not worth the risk or long-term stress given how models don’t work as they should.
Updates
September 7, 2022: The saga continues. Exercising our rights under the Consumer Rights Act that were so graciously extended to us by Appliance City, we paid to get the ice maker repaired.
The authorized Samsung repairman arrived and replaced several parts including a new drain channel and main board. He said these were all modified and upgraded parts designed to overcome the flawed defects of the original parts.
Over £200 in parts and labour, the repairman departed. It’s been 24 hours since everything’s been fixed and we have a grand total of zero ice cubes. The icebox is still empty and still not working. It’s a joke that an expensive fridge like this could be so flawed.
The technician can only come in two weeks’ time to reinvestigate because they only cover our area once a week.
September 21, 2022: The engineer came back and double checked to see if the replacement parts were working. Everything seemed in order. Perplexed, he decided to replace the actual ice making unit that appeared to be OK as it was the last thing he could think of.
Lo and behold, six hours after he left we had our first ice cubes. Joy. What a luxury. 24 hours later, we had a full ice bucket. Fingers crossed that it will continue to work without problems now. But it is a Samsung fridge, so we’re not going to get overly excited.
January-February 2023: Over Christmas, when we dispensed ice, we’d get some residual water (not a lot) come out with the ice. We didn’t think much of it – by January, more and more water was coming out. In mid-January, we removed the ice bucket, and couldn’t believe what we saw. The interior was icing up again, and ice was melting which was causing the water to come out.
We called Martin Dawes (the agents for our area that carried out the repair) in mid January. We explained the situation and they pulled up our record and said that the work that had been carried out was now out of warranty. “Out of warranty?” I asked – we’d only had the repair completed just over three months ago.
As it turns out, after a somewhat heated conversation, that Samsung only gives a three month warranty on replacement parts and that’s the warranty that the agents pass over to us. Three months for replacement parts is simply ridiculous, but that’s Samsung’s attitude for you in a nutshell – they have an awful product, and they know it. They finally agreed to send the technician out to have a look at no charge, but if any of the parts failed they would be charged for.
The technician defrosted the unit with a steamer in January, and the ice dispenser has continued to work. The technician told me that this is not normal operation and that none of the parts should be frosting over.
By mid-February, all the parts are again starting to ice up, and it seems that steaming and clearing the ice build will have to be a quarterly project. It’s laughable.
March 28, 2023: today the fridge wouldn’t dispense ice. There was just a grinding noise. We took out the ice bucket and it was completely iced over. It’s farcical how awful this unit is. The only way forward is for us to have a monthly job of thawing the ice maker to keep it under control. You’d think we purchased a no-name brand fridge. Really and truly not fit for purpose.
[…] Samsung fridge-freezer not fit for purpose […]
Hi Mars,
You need to remember that you are a consumer, and as such your primary role is to buy as much as possible, whether it works correctly or not.
The modern economic system is highly flawed, in that designing and building products that work correctly, last for ages and are easily repairable, is not good business.
This is one of the primary reasons why the world is now in such a sorry state.
Spot on Derek. The disposable economy that become our reality has left people with less disposable income and financial security, and has had a massive adverse effect on the state of our planet. The future does not look good.
Mars,
It’s incredible that over a hundred years on from the first modern fridges, one can be sold commercially that cannot carry out its main function. I was also more than a little shocked at the negotiating room left for retailers under the Consumer Rights Act. It seems equally unfit for purpose.
It’s crazy Nigel. I fully agree. I had no idea until recently just how flawed the Consumer Rights Act is. You’re right, it’s not fit for purpose either.
Hi Mars, we recently bought a new Hisense American fridge freezer, that kept turning its self off. When I eventually got through to the call centre to broom a repair (3 days old fridge) they told me that the fridge will only work in a room that is above 20c at all times, as the inverter doesn’t like the Cold!!
So in the current energy crisis the advice was to keep the heating on all night to keep my milk cold…..madness
Upshot is, fridge returned and new LG in its place.
Hope you get it sorted
Anna
That is quite honestly one of the craziest things I’ve heard. Madness. We’ve never, ever had a problem with LG and I wish we’d purchased one instead of this Samsung.
We had a similar issue right back in 2005 with our Samsung American fridge freezer when we lived in Australia. Would never touch a Samsung appliance again.
Thanks for sharing Kirsty. Seems nothing’s changed since 2005.
I purchased a Samsung American Fridge Freezer model RFG23ERS Nov 18 for €2000
just over 3 year as it was not installed and plumed into the water supply Jan 2019
Just recently water is accumulating under the wideOpen CoolSelect Pantry at the bottom of the fridge and it freezes making it difficult to pull the drawer out
I have contacted Sumsung call centre which is in the Philippines but got no where with my complaint even though the appliance is only 3.5 years old
Thr price I paid for an upmarket product certainly should last longer than 3 years
I informed them that this was a fault which Samsung knew about as did all the Refrigeration companies I contacted they were also able to tell me they knew about problem for a number of years
I would recommend that nobody should buy a Samsung appliance especially a Fridge Freezer
I noticed that a Harvey Norman outlet near me is having a major Samsung promotion on Fridge Freezers
Thanks for sharing your experience. I agree with your comments and I’ve been very disappointed with Samsung’s attitude and customer service. It’s appalling they have done nothing to address multiple known issues.
Take the back cover off & there are 2x pipes either side of the coils. Take them pipes out. One will be blocked. That is the one that is supposed to drain water from under the tray, but can easily carry small food particles. Make the drain holes bigger. Samsung sell a kit with bigger drain holes. Google Samsung Drain Hole Grommet & you will see the 2x different types. The older one in white/grey & the redesigned one in black.
Thanks so much I was just thinking of buy a Samsung freezer before but this put me off.
Thanks for sharing Dele.
I’m so glad I found your article. We were about to buy an American style Samsung fridge-freezer (ironically from Appliance City) and we definitely won’t be doing that now. Thank you for the warning.
We’re glad you found the information helpful Jeff and that it has steered you into making a better decision for your new fridge-freezer. Let us know what brand you go for.
Seems the best solution is to take your lumps and buy a replacement. Chasing this up is not worth the grief regardless the moral standing.
I agree. As mentioned in our latest update, we paid to get it repaired and the ice maker is still not working. Have to wait two more weeks before the technician is available.
We have the same fridge freezer and the identical problems. To resolve it I take the whole thing apart every two weeks and get the steamer and melt down all the ice, I know when it’s due as the fan within the back panel starts knocking on the ice buildup within the back panel. When we first got it we had a repair done within the back panel, but it never really went away.
To add to this we also ‘had’ a Samsung warning machine it went wrong one day (out of waranty) of course so we got a Samsung trained and approved engineer out, over a series of about 9 weeks they replaced 3 PCB boards, the element, the pump, the motor, then the wiring. Up shot is it cost a small fortune alone in laundrette charges and repairs and it still doesn’t work. The approved engineers said samsung parts were poor quality and they had done everything the could. Strangely Samsung said this was rubbish and offered me 25% if another machine. I would rather die than buy another Samsung appliance – We gave £3000 combined for these two shite appliances and they are both useless. Tempted to put them into a van a place them outside the Samsung head office with a big banner!
I know my comments don’t repair your machine, but rest assured you are not the only frustrated one.
Thanks for the comments Mark and I suspected there’d be more dramas. In my latest update, a trained Samsung engineer changed several parts and still no ice. He’s coming back this week to investigate further. I’m not sure we’ll authorise any additional paid repairs.
Like you, we’ll never buy another Samsung fridge again. In fact, they’re dead to me as an appliance manufacturer.
I have the same issue with my 10 year old Samsung, every 3 months it starts making a terrible noise and I have to literally strip it down and defrost the internal workings with a hair dryer, I’ve been doing this for the past 8 years since it was out of warranty
We have a very similar Samsung model (fridge/freezer & ice maker) that we purchased from a credible high street store, and it started to give use problems from almost day 1. The ice maker stopped working first, followed up the fridge icing up constantly.
The fridge is under warranty, thankfully, and Samsung approved engineers have been out to see us at least a dozen times in 18 months, each time replacing parts saying the original parts are terribly designed and don’t work.
The fridge icing up has finally been solved (took three visits), but the ice maker continues to work for 2-3 weeks, then stops working again. Frankly, I’m getting fed up because the fridge was expensive and don’t know what I’ll do when the warranty is up.
I thought that we just had a dud model, but looking at the comments below, Samsung clearly have massive issues and their fridges, as you’ve put it, are not fit for purpose. Will probably never buy a Samsung (or appliance) ever again based on our horrendous experience.
Sorry to hear about your experiences Lewis. Hopefully Samsung will continue to honour your warranty as it’s a reported existing/continuing problem with the ice maker.
I’m hoping that we can get ours resolved, but based on the experiences posted so far, I’m not optimistic that it will.
I’m so sorry to hear about your terrible ordeal. It’s an absolute disgrace that a company can behave in such an unethical and callous manner. The only way to get back at them, and the other big companies riding roughshod over consumers is to boycott them. The Consumers Act is not worth the paper its written on and I think it’s time for a major overhaul.
We have a 5 year old samsung french style fridge freezer – twice in recent months the freezer and ice maker stopped working. Had people out twice who have fixed it but have now said it is an issue with the gas and they can top it up each time but cannot access the leak to fix it permanently! Samsung will only offwr us 25% off a new FF. Feel realy angry about their lack of care and the fact they will not take responsibility for the fault!
I think there’s a growing number of consumers in the UK that have been burnt by Samsung, and it’s not a great precedent to be setting. We’ll never buy another Samsung appliance ever again because their support and lack of willingness to help has been appalling. As you’ve said, their products are faulty and giving consumers 25% off their next purchase is not a solution. Frankly, there’s no point in supporting companies like this.
I have the same fridge and the same problems also purchased from Appliance City. May I ask, before I order parts, has the new replacement ice maker fixed the issue? I had one a few years ago, replaced under warranty, but it still iced up.
It has worked but it’s icing up again. I’ll give an update here soon. Worked great for three months but issues are starting again. Will post a reply to your comment when I publish the update.
We’ve just posted an update on the ice maker for our Samsung fridge at the bottom of our post. It’s still icing up.
Well that is interesting. As it happens I’m looking to buy a new fridge freezer and after much research a Samsung was on my short list- not the side by side type though. The type doesn’t matter though, what matters more is the customer service demonstrated by Samsung as problems can occur on any device, no matter what the style. I’ve no doubt that they are not the only manufacturer with problem products but how known problems are handled is very telling about a company. This tells me not to buy a Samsung. I may not have had any problems with the device has I bought one but I really want to know that the manufacturer stands by their products. Clearly in this case they don’t.
So in conclusion thank you for telling about your experience with Samsung, sorry that you are having these issues but please try and take some comfort from helping others from making similar mistakes and suffering similar experiences. It really is greatly appreciated- thank you.
Absolutely ridiculous!
I’m in the process of buying a fridge freezer and was going to buy a Samsung. Not any more.
Thank you so much for sharing. I hope you find resolution soon.
Samsung should cover all backdated costs and give compensation for such an awful customer experience.
Shame on you Samsung!
We have had exactly the same issue with the ice maker. RF56J9040SR.
The whole issue is infuriating and Samsung will not admit it but the repair guys know it and do indicate the replacement parts only work half the time.
Purchased in 2018, after a year and several repairs, Samsung replaced with a new one (stupidly, we should have requested a different model!) and we have now had two repair visits and still problems. I am battling with Samsung to replace with another model!
In the US there is a lawsuit concerning the same issue.
I will never be buying another Samsung appliance (we have had issues with our microwave and oven).
It’s shocking how bad Samsung’s quality has become. Interesting about the US lawsuit – I’m not really surprised though.
I bought mine in 2018 got same issue in two years I called Samsung it sent an engineer who looked at it and said because of the built up ice the fridge won’t be repaired and had a crack because of that, ice melts I paid£180 for an engineer to check it just about 8 mins,
I am still stuck with this rubbish.
I called again and was given a coupon 25 ℅off
But as per now I just hate the fridge, it cools bottom part and top part is warm
Makes my food go bad
#samsung
Benina
Oh, how interesting.. As I was reading your saga, I thought I had actually written it!
Same issues…same fob offs.
I have been moved through the Philippines and all the very lovely people in tech support, supervisors and case managers…all polite, well trained, and as I have escalated my concerns, I am now in Customer Solutions who are doing their best to offer me a new discounted FF.
Because I don’t believe this is an issue of ‘warranty but of ‘design and fitness for purpose’. I am trying to get in touch with the Head of Policy.
This is proving quite difficult as I’m asking for a specific name and an email address. I’m not just looking for a general customer solution person.
The fact that everything is taken back to a policy…’I’m sorry, your fridge is out of warranty and you are welcome to pay for a technical check at you own expense but… there is nothing else we are allowed to do within our policy’
‘you have had a non Samsung technician, look at your fridge freezer and repair it. therefore we cannot touch it…policy etc’
Mine is six years old, but I’ve been doing the hairdryer ‘defrost yourself at home mop up the water in the bottom of all the drawers’ for four of those years during Covid like the rest of you.
Could we all get together and have some sort of joint claim about this issue with this particular model.
A consumer programme?
Something like that, they should not be allowed to get away with saying ‘there are no known faults with this appliance otherwise we would’ve managed it’
They obviously know that there is an issue.
I now have three flashing error messages, 5E 20 2E and 40E
The food inside is cold, but I haven’t had ice for a long time and I am seriously not prepared to pay another £350 to replace the same things that are going to go wrong again.
Samsung customer support I have found is only able to say no or blame the customer for causing the issue.
We currently have a fridge freezer which is less than two years old, where the freezer liner is breaking up and they basically blamed us for overloading the drawers.
From an engineering point of view the plastic liner is wafer thin and does NOT have sufficient support. It will inevitably fail!! It also seems the other shelf guides/supports are going the same way.
We will never buy another Samsung product again and would advise others to be cautious about buying their products.
I accept we may be in a minority with failed products however we should NOT be penilised for it.
Well, I certainly won’t be plumping for a Samsung American fridge freezer now. I’ve had a bad experience with hotpoint, and it looks like this has saved me as I was about to pick samsung. Will move on however. Tha k you…
We have the same problem with the ice build up at the back of the fridge. Unfortunately ours is six and a half years old so we have no consumer rights. We were told by an engineer that it is unrepairable as there is a small crack in the rear casing and apparently the insulation is breaking down. Shocking as we also paid a lot of money for this appliance. We have been offered a 25% discount off our next Samsung purchase but to be honest I don’t think we’ll be buying another of their fridge/freezers!
What an interesting and horrible experience to have. On the Consumer Roghts Act 2015, I am afraid people have grossly misinterpreted it.
First, when interpreting legislation always
look for a ‘definition’ or interpretation’ section, in new UK legislation this
is at the beginning, while in older legislation this can be anywhere most commonly
at the end before the ‘schedules’ sections appear, luckily there is always a
table of contents to use. Section 2 is
what we need to look at in the Consumer Rights Act 2015.
Second, Consumer Rights Act focuses on the word “Trader” which means a person acting for purposes relating to that person’s trade, business, craft or profession, whether acting personally or through another person acting in the trader’s name or on the trader’s behalf. This includes the following:
1. The company you directly bought the fridge from, e.g. Argos, or Currys, AO, Appliance City.
2. The importer, e.g. the haulage company bringing in the goods from South Korea, hypothetically the fridges are manufactured there.
3. The manufacturers, e.g. Samsung.
There is plenty of case law in the UK allowing all of this, and the Consumer Rights Act 2015 has just merged all of this into one piece of legislation rather than several different bits of laws all over the place.
The most easiest and common trader to contact would be the trader you purchased the goods from. However, there has been cases in the past that the trader goes bust and this is why the law has allowed a wider interpretation as above.
Third, a consumer has 30 days after delivery of the goods to report to the trader that there is a fault with the goods. This reporting within 30 days allows the consumer to have an automatic right to a refund or replacement no questions asked.
After 30 days have passed, the trader has the right to offer the consumer a full/ partial refund, repair, replacement or a mix of the above.
If after one of the solutions of the full/ partial refund, repair, replacement or a mix of the above, has been carried out and there is still a fault you are entitled to refund.
Fourth, with regard to a warranty, this is just another contractual term to carry out repairs in certain circumstances with no fuss to a consumer’s statutory rights. A Statutory Right is superior to a contractual warranty right. A consumer should only rely on a warranty if they cannot enforce their consumer statutory rights.
Fifth, The time limits to enforcing these rights are as follows (unless already stated above):
1. Scotland 5 years.
2. England, Wales and Northern Ireland 6 Years.
There is a caveat, when the consumer has had the goods for 6 months or more, a consumer has to prove the fault of the goods is a direct fault of the manufacturer, for example, the fridge door won’t open – why? ‘Because I kicked it’ Will not be the fault of the manufacturer. Whereas the storey that has been expressed in the article is clearly the fault of the manufacturer as there have been two independent professionals confirming it.
Sixth, there is still the basic contractual principle to consider if the Consumer Rights Act 2015 can’t help. The legislation enhanced the rights it did not get rid of any existing right under common law, and depending on which jurisdiction the consumer resides depends on which common law principles govern the contract.
Seventh, if a consumer thinks there is an issue with the safety of goods they can report this to their local authority especially those that deal with consumer protection like trading standards. The other thing is posting the issue on the manufacturer’s social media pages and consumer groups (which?) pages.
This story is a carbon copy of our experience with an American style fridge freezer bought from Samsung, almost word for word @
I purchased a Samsung American fridge freezer in 2007 It was ice free yet it iced up in the back panel and as a result stopped the fan from running. The panel was replaced under warranty . But it kept happening out of warranty , so I would repair it myself. The ice would build up expand the foam on the panel . I would melt the ice and trim back the polystyrene. I was luck I have just replaced my fridge but not with Samsung but with a Beko . Hopefully will last as long or longer , ha ha . Samsung are now so expensive. When the engineer first replaced the panel in 2007 he also stated he had replaced a few like this . So Samsung we’re aware of the fault in 2007 and obviously not rectified the fault todate .
I am persisting with this complaint to Samsung and have now written at least five replies to the stonewalling that I get every time. I have written to the CEO and I’m now requesting the escalation to the President’s department.
I still have three flashing error messages on my fridge. When they refused to send an authorised engineer to diagnose the problem, I paid for one myself.
A few months previously a reputable, but not authorised, engineer had valiantly tried to repair it -but £360 later when that failed and the same thing happened again a few weeks later, he told me too that the appliance is irreparable.
The issue is an ‘insulation breakdown’.
As there is a growing number of us with such an experience of this Samsung response to this obviously known problem, perhaps there’s something we can all do together?
I will let you know how I get on.
It’s beyond frustrating and thanks for the update. Please keep us updated on your ‘progress’.
Hi, I have been given the runaround by Samsung on my French Style Door Fridge Freezer too. It went wrong just after the two year warranty expired – ice maker stopped functioning. All replaced and 8 months later failed again. In addition have the same problem that everyone else has – fridge compartment frosts up resulting in soaring temperatures inside the compartment. There appear to be a good fix for the latter and just ordered £60 worth of fix it kit from the USA – an additional heater element that is very easy to install. I’m still left with a faulty ice maker though. If I can be of any assistance to you in pushing through your complaint please let me know. I am very surprised that Samsungs lack of support hasn’t been exposed big time in the press. The exact same problems are huge in the USA and they started a class action law suit some 4 years ago – to no avail. Regards Martin Lynch
I have the exact same problems, ice maker repaired with lots of new ‘,upgraded’ parts by Repair Guys paid for by Samsung even though it was out of warranty by 3 months. 8 months later the ice maker no longer produces ice. The fridge also frosted up and the internal temperature shot up over time to 12deg! Looked at YouTube, many reports (and fixes) to stop the fridge icing up with a simple additional heating element for just £35. Contacted Samsung again, told by Repair Guys their warranty ran out 5 months ago (joke) and go back to Samsung.
Awaiting their response.
I honestly think we should also take action against the sham faulty design that Samsung appear to br getting away with. Who wants to start the process?