Samsung RB44TS134WW Failure - Rusted Pipes, Spoiled Food, No Loaner Fridge

Fulya

In February 2024, we purchased a refrigerator (model RB44TS134WW) from Bodrum 5M Migros for our mother. This was our first experience with a Samsung product. Unfortunately, the product has proven to be extremely disappointing, both in terms of quality and customer service. In August, during one of the hottest periods of the year (with temperatures reaching 45°C), my mother informed us that the refrigerator had stopped working. We contacted customer service with great difficulty, and a service technician arrived two days later. By that time, all the food in the refrigerator had spoiled, and everything in the freezer had completely melted and become unusable. The technician diagnosed the issue as a punctured condenser pipe, and explained that the compressor, condenser, and dryer would all need to be replaced, followed by a gas recharge. However, we were informed that the required parts were not available and would take approximately one week to arrive. Upon reviewing the photos, we were shocked to see that the pipes were rusted and corroded — damage that could not possibly have been caused by normal use, especially by an 80-year-old woman. We informed the service team that we did not wish to keep this refrigerator and requested a replacement unit that would not pose further issues. We also asked that a temporary refrigerator be provided to my mother until the parts arrived, as she is elderly and cannot be left without proper refrigeration. We were then instructed to contact the central service center. We subsequently contacted Samsung customer service and submitted our requests. Due to the weekend, we were kept waiting for five days without resolution. During this time, we had to purchase a mini refrigerator ourselves for temporary use.

Fulya

We subsequently contacted Samsung customer service and submitted our requests. Due to the weekend, we were kept waiting for five days without resolution. During this time, we had to purchase a mini refrigerator ourselves for temporary use. Later, we were contacted by Ms. N***, who informed us that our requests could not be fulfilled. She stated that a replacement was not possible — not even for the same model — and that another model could not be provided under any circumstances. According to her, our case did not meet Samsung’s criteria for product replacement. When we asked for a copy of the sales agreement or written documentation outlining these replacement criteria, she responded that there was no written contract and that she could only provide the information verbally. Subsequent attempts to contact her went unanswered. We eventually arranged for the spare parts to be ordered and the service to complete the repair. From the date of malfunction to the completion of the repair, a total of two weeks passed. We are deeply dissatisfied with this entire experience. A new refrigerator should not rust, corrode, or fail within one year of purchase. Even if such a failure occurs, we would expect prompt and professional service from a reputable brand like Samsung. Unfortunately, this experience has caused significant inconvenience and financial loss for our elderly mother. We request that Samsung review this case and provide an appropriate resolution — either a replacement refrigerator or a full refund — as well as a written explanation of the company’s replacement and warranty policies.