We purchased a new Samsung refrigerator in December 2010 - Around $1800 at Lowes. 6 months after installation the freezer started melting. We called Samsung and they worked with us on the phone - nothing resolved. Called again and the temperature reset to perfect - 3 degrees for the fridge and (19) degrees for the freezer. We went to work the next day believing all was well and returned that night with the correct display- but all food in the freezer melted. We called Samsung again. Here's where we were left stranded by all parties: 1) their service standard is call back in 48 hours from an authorized dealer - however the dealers can subcontract out. Their authorized dealer subcontracted to SurePro in Toronto, Ontario. They did not send a fridge tech - the repair person admitted he did not know anything about digital refrigerators. After spending 1.5 hours spinning his wheels he thought it was a nitrogen leak with the refrigeration and called in to his tech advising a tech needed to come as he had "wasted enough time on this call already". 2) the tech was not able to come until the Friday - our 6th day without our brand new fridge working. The tech immediately diagnosed the problem as a broken compressor - on a brand new fridge. 3) Samsung does not keep ready supply of parts on hand - beware of this if you make the mistake like we did in purchasing major Samsung appliances. SurePro advised the part is on back-order with Samsung and they expected it on Tuesday and they would call us when it arrived. 4) Today is Wednesday and SurePro is not returning our calls - our 11th day without our refrigerator in the middle of July. 5) Lowes has also not stood behind their product - they offered us a loaner - if we came and gave them a refundable deposit and transported the fridge ourselves - back and forth. We simply do not have the ability to heft a huge fridge in and out of a truck. Lowes advised they would "not have left us out to dry like Samsung did" - but it sure feels like they have. 6) after much escalation in Samsung - still no results. Got escalated from Customer service to "Executive Customer Service" after a 45 minute on-hold wait time. They apologized and said there was nothing they could do. All they did was reverse the former "policy" decision not to reimburse food spoilage - we will be getting a $100 cheque - partial compensation for our $500 loss. They then escalated us to the Manager. She promised to hunt down a compressor for us and expedite. She also committed to call me on Saturday morning - 5 days later still no call-back from the manager and still no compressor. PLEASE SAVE YOURSELF THE GRIEF THAT WE HAVE EXPERIENCED. DO NOT PURCHASE SAMSUNG. CHECK PARTS AVAILABILITY IN ADVANCE AND PURCHASE AN EXTENDED WARRANTY. THE QUALITY OF APPLIANCES IS OBVIOUSLY NOT WHAT IT USED TO BE. And... Customer service promises are non-existent. Beware of even purchasing from LOWES -we were loyal Lowes customers - but they have not helped on this.
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