Unexpected Feature Removal in RF28R7201SR – Lack of Transparency for Customers

[Onefineweek]

I recently purchased a Samsung RF28R7201SR/AA, expecting it to have the same features as my previous unit of the same model. However, after installation, I realized that the dispenser light is missing.

After multiple conversations with customer support and a technician visit, I was informed that Samsung removed the dispenser light in newer versions of this model (2022 and later). However, this change was never disclosed in product listings or specifications. As a loyal customer, I expected consistency in the product I was purchasing—especially when ordering the exact same model.

This experience has raised serious concerns about transparency in product updates. Customers should be clearly informed of any hardware changes that affect usability, particularly when a long-standing feature is removed. Otherwise, how can we confidently purchase Samsung products in the future?

I would appreciate a response from Samsung on how they plan to address better communication about product modifications to prevent similar frustrations for customers.

[Oxford]

Do car companies list every feature they removed with each new year model? Do cell phone companies announce every feature they removed with each new year model? You want transparency, but if you had transparency the list of the items would probably be several pages long to delineate each and every little change they made. Just one man's opinion, it's never going to happen!

[Onefineweek]

That’s an interesting perspective, but there’s a key difference: major brands do communicate significant design changes—especially when they impact user experience.

• Car manufacturers explicitly list changes in trims, feature packages, and design updates. Customers know if a model loses a physical button, shifts to touch controls, or removes a feature like a CD player.
• Smartphone brands announce changes in functionality—like removing a headphone jack or SIM card slot—because these details affect how consumers use the product.

A dispenser light is not a minor internal tweak; it’s a visible, functional change that affects usability at night. Many customers, including myself, expect consistency when purchasing the same model number. The issue here isn’t just the removal—it’s the lack of disclosure. If companies want to maintain customer trust, they should make such changes transparent.

[Onefineweek]

I respect your opinion, but I disagree that this is a "smallest possible hardware change" with no impact.

For those of us who intentionally bought the same model expecting consistency, the lack of a dispenser light does affect usability—especially at night. If I had known, I might have considered a different model. That’s the transparency issue.

A missing feature may not matter to everyone, but that doesn’t mean companies shouldn’t disclose changes. Small or big, informed purchasing decisions should be a standard, not a privilege.

[Onefineweek]

I appreciate your response and the respectful discussion. If Samsung did indeed announce this change, the issue is where and how that information was communicated to consumers at the point of sale.

Most buyers don’t conduct independent research on whether the same model number has been modified over time. The expectation is that a product with the same model number will retain its key features—unless the manufacturer explicitly states otherwise in its product descriptions or official listings.

If Samsung quietly published this change in a separate document or a support article, that still doesn't resolve the core concern:
:pushpin: Why wasn’t this information reflected in product listings where customers actually make their purchasing decisions?

Companies that value customer trust don’t expect users to Google search for potential missing features. Instead, they proactively disclose changes in a clear, accessible manner—so buyers can make informed choices before purchasing. That’s all I’m advocating for.

[Members_whRYRkF]

My issue is not the transparency, although that would have helped me with my buying decision.  My issue is that a light for the water/ice dispenser is such a basic, no-brainer of a feature that I never thought to ask if it had one.  Every refrigerator I've had or used, in the last 40 years has had one.  Of course I just assumed it would be there.  Why wouldn't there be one?  Did some designer come in one day and say "Hey, I've got a great idea.  Let's take out the dispenser light so customers can't see what they are doing in low light.  They'll love that, and it will save us $2 in manufacturing costs!"  WHAT?!?!  If I had known, I would have never bought this refrigerator.  I'd return it if that wasn't so difficult.  It's just ridiculous not to have a light there. 

[Onefineweek]

I couldn’t agree more. A dispenser light is such a basic, expected feature that most of us never thought to double-check for it—because why would we? It’s frustrating that something so essential was removed without any clear notice to customers.

Hopefully, Samsung takes this feedback seriously—not just for future models, but also in making things right for those of us who purchased under the assumption that this feature was still included. At the very least, there should be some form of compensation for customers who unknowingly ended up with a downgraded product.