New Samsung AC Unit Breaks Down in Two Months as Service Demands $21 Fee

Our Samsung air conditioner (model AR18TSHZHWKNSK) broke down unexpectedly while running, after less than 2 months of use. We contacted Samsung to file a repair request, and they dispatched the technical service team in Elazığ. The technicians who arrived claimed the issue was caused by the electrical cable rather than the AC unit itself and demanded a $21 fee from me. I refuse to accept being charged when the device is so brand-new, still under warranty, and no actual work was even performed.

When we rejected the fee, the technicians on site called someone, and the female representative on the phone was extremely disrespectful and rude. She shouted at us, saying, "Even if you have an issue, we won't come back," taking a threatening tone. I believe this individual is unfit for customer service, and I am filing a complaint against her.

Furthermore, when we tried to reach Samsung customer service again, we were kept on hold for a long time, and despite being told "we will call you back in half an hour," no one ever called us back. I have been left deeply frustrated by both the breakdown of a brand-new AC unit and the terrible attitude of both the technical service team and customer support.

I demand that my air conditioner's defect be diagnosed and repaired free of charge under warranty, that the unfair $21 fee be permanently canceled, and that necessary investigations and disciplinary actions be taken against the staff member who spoke to me so disrespectfully.