Samsung Fridge Failed-Food Spoiled, Service Delays, and No Urgent Support

Aslı · 2024-08-19T15:01:36+03:00

My Samsung fridge with bottom freezer turned itself off with an error code when we were not at home. When we came home on 18/08/2024, our kitchen was in a very bad condition. All the food was spoiled, vegetables, fruits and meat juices covered our kitchen. We immediately created a service record, but the service came in the afternoon on 19/08/2024. Our Samsung refrigerator, which is still under warranty, had a card failure. And the information of the service staff is as follows: 'The card needs to be changed, we will order the card, we will order the card, we will have it on Wednesday, Thursday, maybe Friday, we will come, we will take your refrigerator, we will change the card, if it does not give an error, we will bring it back and install it.' In other words, in this unseasonal heat we are experiencing in August, you will wait for a solution proposal from a family of Samsung. I called customer service, I asked to speak to your authorized person and they said 'I understand you'. What do you understand? My house is in bad shape, how many meals can I eat from outside and how can I meet the daily needs of my children? Look, this is a nutritional and health-related situation, not a TV or a cleaning machine, there is no alternative. I expect an urgent return and a serious solution. Otherwise, I will continue to make my voice heard through every channel.

Aslı

This morning, I felt hopeful when I was informed that my complaint had been forwarded to the resolution center, and the gentleman I spoke with there had an understanding and considerate manner. He told us that a representative had been assigned to our issue and that they would definitely come up with solutions today and listen to us. I was very happy. And as he said, around 1:30 PM, we had a meeting with the assigned official. After making his introductory speech, without even feeling the need to listen to me (probably because my complaint was written in front of him), he directly talked about the relevant regulations of service and maintenance, stating that the 20-day service period is accepted in the regulations but that they would follow up and expedite this process as an authority. Many things can be said, but nothing happens. I wish he had listened to me and understood the extent of my grievance... Anyway, I moved past that. By stating that she might be a woman or a mother herself, I emphasized that whether the situation complies with the regulations or not, given that @Samsung Turkey is responsible in every way for the adverse impact on the nutrition or the healthy and sterile conditions of the feeding process for me and my children during the summer. While the lady was still talking about the 20-day service period, I couldn't help but, almost begging, requested a replacement product to manage the situation. She then stopped talking about the regulations and said, "I was going to suggest that too!" Unbelievable... But of course, that's not certain either, only if they have it in stock. Patience, patience, how can there be no refrigerator in stock! There may be differences between what is written and what is said, forgive me. But you can't rub salt into someone's wound and then say, "Oh, I had medicine too." In this frustration, when I said I would record our conversation (since every organization records calls and the number the lady called me from, 4447711, already provides information about call recording), and that I would file a complaint about this conversation to higher authorities, she must have thought I was recording the call and said, "You can't record the call, you can't record the call," and hung up on me. Then I said, "Solve this issue today," and she kept saying, "You can't record the call." Should I cry or laugh, or be surprised at the state the brand has fallen into, I truly don't know.

Aslı

Samsung sent a new refrigerator close to the end of the service process, though I'm not sure, I think there were about 5 days left in the process. However, the doors of the refrigerator they sent do not close... They do not close... They do not close... They cannot close... The service came again and said, 'We didn't know either' :) ) ) ) ) ) ) ) ) ) ) ) I also didn't know what to do. I am very bored and tired. The doors of the brand new refrigerator do not fit, and I was told that new doors would come and I would have to wait. You have disgusted me, Samsung Turkey.