I am writing to you as a loyal customer to express my deep frustration and concern regarding a recurring issue with my Samsung Door French Door Refrigerator l and the subsequent resolution process, which has not been honored. Below is a detailed timeline of events:
1.July 2023: My refrigerator’s ice maker began freezing up. I contacted Samsung’s authorized service center, and a technician replaced the ice maker (ticket number 114359872).
2.Six months later (January 2024): The same issue occurred. I contacted the service center again, and the ice maker was replaced a second time (ticket number is 4174684513)
3.Another six months later (August 2024): The issue reappeared. This time, the technician performed maintenance but informed me that the problem was inherent to the refrigerator’s design. Since the ice maker is located inside the refrigerator rather than the freezer, frequent opening of the refrigerator causes the ice maker to thaw and eventually freeze up completely, rendering it nonfunctional (ticket number Order 4177394040).
4.This week (Dec.2nd): The problem recurred. I contacted the service center again (Ticket number 2312697887). This time, I was offered two compensation options:
•A 50% discount on a new refrigerator.
•A $500 discount on any Samsung product.
I opted for the 50% discount on a new refrigerator, as I knew the cost of a suitable replacement would exceed $1,000. The agent assured me that an e-coupon for the agreed 50% discount would be sent.
5.E-coupon Issues:
• On December 4th The first e-coupon I received was for $500, not the 50% discount agreed upon.
• On December 6th After contacting customer service again, I was assured a corrected e-coupon would be sent, but instead, I received an e-coupon for $200.
•On December 6th, I followed up again, only to be informed that Samsung no longer offers a 50% discount and was instead offering $700.
This new offer is not acceptable, as it does not align with the original agreement. Furthermore, considering the repeated issues and the confirmation from the technician that the problem stems from the refrigerator’s design flaw, the appropriate resolution should have been a complete replacement at no cost.
Despite this, I chose to compromise and purchase a Samsung Side-by-Side refrigerator, where the ice maker is located in the freezer to avoid the same recurring issue. This model costs $2,200, which means that with the agreed 50% discount, I would still need to pay $1,100 out of pocket. Even so, I was willing to accept this solution in good faith, but Samsung has failed to honor the original agreement.
I kindly ask for your urgent assistance in resolving this matter and ensuring that the initially agreed-upon 50% discount on a new refrigerator is provided. This situation has caused significant inconvenience and frustration, and I believe it is only fair that Samsung stands by its commitment.
I trust you will treat this matter with the seriousness it deserves and look forward to your prompt response.
