I’m extremely disappointed with my Samsung WindFree air conditioner. Although the unit is still under warranty, we experienced a cooling issue and requested service on 09.07.2025. The technician only performed a basic outdoor unit maintenance and charged us ₺1000—even though the product is within warranty. After the service, the AC worked briefly, but once we returned from a short trip out of town, the problem returned. Now, no matter the time of day or the settings, the unit fails to cool at all.
I contacted Samsung customer service again, but they could not clarify whether I would be charged again if I requested another technician visit. It’s unacceptable that we are being charged for service on a product still covered by warranty, and even worse, the issue hasn’t been resolved.
I demand that Samsung permanently fix this issue without further charges and take responsibility for a product that clearly isn’t functioning as promised. We should not have to keep paying for ineffective service on a warrantied item.
I am experiencing a serious cooling problem with the Samsung windfree™️ 12,000 + 18,000 BTU indoor units and 5 KW (~17,100 BTU) outdoor unit set, whose warranty started in June 2024. I have been suffering for about 1.5 months, and despite having opened two service requests with Samsung during this period, no solution has been provided and I have not received any clear response. The expert team you sent for my air conditioner installed at my address in Ankara reported that the capacity of the outdoor unit is insufficient and needs to be replaced. However, I still have not been given any information or commitment that my problem will be definitively resolved; no authorized person has taken responsibility for this situation.
The product should have been compatible and of sufficient capacity as stated in the sales listing. However, while the 12,000 + 18,000 BTU indoor units require a total capacity of 30,000 BTU, the provided outdoor unit is only 17,100 BTU. Moreover, even when we do not operate both units at the same time, and only turn on a single indoor unit, there is absolutely no cooling. Therefore, it is clear that a technically faulty/defective product was sold during the sale. In addition, the service that came charged 1,000 TL without solving the problem, and since I have to keep the air conditioner on even though it does not cool, I am incurring unnecessary electricity expenses.
I have contacted Samsung customer service multiple times, but I have constantly been stalled with reasons such as "the relevant person is not here right now" or "he/she is talking to another customer." No solution has been provided so far and my grievance continues.
According to Law No. 6502 on the Protection of Consumers, in the case of a defective product, I have the right to free repair, replacement with a similar product, refund, or a discount proportionate to the defect. Within this scope; 1. I request that the outdoor unit be replaced free of charge with a new unit of sufficient capacity to be compatible with the indoor units, or 2. The refund of the product price to me.
I would like to state that if a solution is not provided in a short time, I will apply to CIMER, the Consumer Arbitration Committee, and legal authorities.
I kindly request that the necessary action be taken.
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