Samsung forum: SAMSUNG refrigerator broken parts on back order

I finally received the part for my fridge that was broken since December 25th I have a repair person scheduled for Monday the 23rd. One month almost to the day and 3 service calls (6 if you count the times they didnt show up or showed up late) I have wasted so much time just waiting for repairmen each call has at least a 4 hour window times 6 thats 24 hours of waiting just for the repairman. If you added the countless hours I have spent on the phone with Sears and Samsung your talking days not hours. I still have not heard from a Samsung rep on this forum all other refrigerator posts on this forum were answered the very next day.
Hath thou forsaken me Samsung?

You are the 9th or 10th person I have talked to from Samsung alone (not counting all the individuals that I have been passed around to at Sears) the one common statement I have received from every person I have talked to started with "I cant do anything" followed by you need to talk to________ fill in the blank with someone who forces me too give dates and model numbers and receipt numbers and phone numbers and claim numbers only to be followed by


"I cant do anything" sometimes there is a sorry in there sometimes not. The first number I called was the 800 Samsung number which was the start of the time consuming maze of red tape and people who I was transferred to who I was told could help me only to be transferred again and again and well you get the point. I cant help but think that this is all just a huge set of hurdles to try and frustrate people so they give up so Samsung doesnt have to fulfill it obligations to its customers so it can save a buck. It reminds me of the credit card commercial with the Russian customer service rep with curly hair who says his name is Peggy, accept in real life its not funny. <span>I will also post this on the service forum but again this matter should have been handled by my first call to 800 Samsung not a month or months later after literally wasting days not hours.... days of my valuable time.
<span>Just for curiosity do you think my experience with Samsung service is justifiable? and if so could you explain (justify it to me)

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I contacted the Samsung service issue at the top of page one. I was promptly contacted and offered a refund on my refrigerator but and its a big but. I loose the money I paid in taxes over $60 I loose the shipping and installation money another $70 and I have to dispose of the refrigerator another $100 all in all I lost $300 in food spent $400 to take my family to a Chinese restaurant on Christmas day (see first thread for explanation) took a day off work (repairman never showed) $240 and spent countless hours trying to fight with Samsung to do the right thing (I won't even give a monetary value since the total number is already ridiculous enough) that amounts to.......drum roll please..................$1070 spent because of a bad refrigerator that Samsung refuses to replace or stand behind. At this point evidently it is no longer about money it is about being taken advantage of and the principle behind it. I will pursue this until I feel I have been treated fairly and I will not quit on that you have my word Samsung (Sears) this has become personal.
On the 26th Sears repair service showed up and after I explained all that had been done up to that point the repair man replied "Samsung is taking care of this" and left. I am still waiting for the Samsung repairman to call me about my next appointment (Samsung does not let the repairmen stock parts each part needed has to be ordered directly from Samsung unlike the other appliance manufacturers who let the repairmen stock necessarily parts for the sake of the customer and to save unnecessary down time) I was told the parts should take about a week to come in at which point I will be called to make another service appointment. I will keep you posted on the on going saga stay tuned.

Yep its broke yet again, I have had the repair man here again and he has come and gone and it is still broke. I tried to get in contact with the rep who was taking care of this issue three emails two phone calls leaving a message both times and two weeks of waiting and I still have not been contacted. My reps name is T'ana A. and her ext is 85203. I aslo have heard nothing about my food spoilage claim which was to be taken care of by Sedric A. back in December. Since then I have been in contact with at least 6 or 7 different reps who do not return my calls or emails? Everytime I end up calling 1800 Samsung and I have to start all over again with another rep? I have faxed and emailed my information in countless times and every time I get stuck with a new rep they mysteriously can't find the info and I have to fax and or email it in yet again. I got an email saying the last service call had been cancelled (I would assume it was because my rep had said my refund and food spoilage reimbursement were in the works) but guess what I'm getting ready and who comes knocking at my door the repair guy. He comes in tries to fix it cant said he will have to order even more parts and leaves??? I want a new refrigerator and my money for all the food that has been caused by the worst purchase I have ever made in my life bar none.

I was contacted by Samsung via email by Latia H.
Hi Shawn,

I have escalated this matter to the ECR team that supports Social Media. They will reach out to you in 24-48 business hours in regards to this matter.

It will be 120hrs and counting at days end and still no contact??????? I also received an email saying my service call had been canceled and I quote

Dear SHAWN HERTZOG,


Your repair for service ticket number [4113944562] has been cancelled.


If you still need service please contact us at 1-800-SAMSUNG(800-726-7864)

Guess what I got three calls from Samsungs repair center asking for a schedule date for my repair????????? I told them what is going on and they said they were never contacted????????? I told them I would let them know what is going on since Samsung cannot be counted on and that I am supposed to be hearing from them today, well that day has come and gone come and gone well you get the picture. So it looks like Samsung is also hanging its repair centers out to dry as well.....nice what a class act.
Stay tuned..........

I was contacted on the morning of 3/09 my next contact was the evening of 3/14 which in and of itself I would normally consider inconsequential, but I have been having issues since Dec 25th, many issues, making this more of a straw and the camels back kind of thing. I would greatly appreciate your help to get this situation remedied, thank you for your concern.

Shawn