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LockedSamsung Refrigerator RF266AEPN

posted on May 07, 2010 at 06:38PM Inappropriate?

I purchased a Samsung french door refrigerator, model RF266AEPN on 4/25/2010. It worked fine for three days and then both the refrigerator and freezer stopped working. I called Samsung and two days later a technician came out to diagnose the problem. He determined that the Freon had leaked from the system. He could not fix the leak as he did not know where the leak was and told me that he needed to inject some more Freon into the system to determine where the leak was. He told me that the process would take three days and that he would come back to determine where the leak was. He also warned me some of the units are sealed and that he may not be able to get access to the place where the Freon was leaking from and then the refrigerator would have to be sent back. I had a birthday party in three days and needed the refrigerator to store food and drinks. The technician told me he did not know how fast the Freon would leak so he advised me not to buy any more food to put in the refrigerator.

The earliest that I could get an appointment for the technician to come back meant that I would be without a refrigerator for an additional five days including the day of the birthday party. I wanted Samsung to take the refrigerator and give me a loaner while it was being fixed but that said that they do not do that and so I told the technician that it was unacceptable for me to wait another 5 days and then have the possibility that it would be longer if he determined that the refrigerator was unrepairable. I decided that said since the refrigerator was less than a week old, that the best solution was to have it replaced as that way I would have a refrigerator in time for the birthday party.

Unfortunately by the time that I had discovered the freezer was bad, most of the food had thawed. Samsung has refused to pay for the food because they claim that they will only pay for food if the refrigerator is determined unrepairable and since the technician hadn't determined the refrigerator was unrepairable, they will not pay for the food. Samsung admitted that the food got spoiled because of the refrigerator not working and the technician determined that the refrigerator was not working, but they still refuse to pay for the food. Does this make sense or sound reasonable to anyone? Should I have gone without a refrigerator for an additional five days, take another day off to have the technician come back to diagnose the leak and if the refrigerator was determined unrepairable , take another day off to have it replaced. Any suggestions on what I should do? Thanks.

 

replies: 11 latest post: June 03, 2010 at 12:55PM by JulieK
Displaying all 11 posts
posted on May 07, 2010 at 09:25PM
 

Hey there, kenyakiwi!  I am so sorry to hear about your refrigerator problems.  I can imagine how disappointing that must be with all of that food spoiling.  Did you buy this fridge through Sears?

posted on May 07, 2010 at 10:24PM
 
In response to JulieK's post from May 07 2010 09:25PM

Hi Julie,

Yes, I did.

posted on May 08, 2010 at 07:32AM
 

We can have SearsCares contact you about this, if you would like, kenyakiwi.  Send me a private comment on my Home page with your name, email and phone number.  They will be in touch, to see if there is anything they can do to help get these problems with your fridge figured out.

posted on May 08, 2010 at 09:05AM
 

This is the primary reason I took a refrigeration course many years ago.  It's a case where the average person is at the mercy of the repairman.

All he needed to do was recharge the unit and use his sniffer (if he had one) to determine where the leak was, it may have taken him an hour at most.  He would have been able to tell if it was on the outside of the unit and was a quick repair or inside the cabinet and a more complicated repair. 

It seems to me he was just taking the easy way out and hoping he wouldn't get this ticket next time it comes up.

posted on May 08, 2010 at 02:16PM
 
In response to adamsrib's post from May 08 2010 09:05AM

Hello Adamsrib,

Thank you for your response. I have to admit that I found the technician very knowledgeable and professional.  I did call his office and they confirmed that the process would take three days to detect the leak. My guess is that they inject some sort of dye so that  they can easily see where the leak is.

posted on May 08, 2010 at 06:54PM
 

I'm not aware of any manufacturer's warranty that covers food loss for any reason, whether it's unrepairable or not. However, I do know that the Master Protection Agreement covers up to $250 in food loss annually in the event of a malfunction of any sort that results in food loss. This is one of the big reasons people like our Master Protection Agreement for refrigerators (along with rental reimbursement if a repair will take longer than expected).

posted on May 10, 2010 at 02:13PM
 

I geel let down by seats too here is my sotrVery unhappy after 14 months
I am disenchanted with this Samsung REF297AARS.
* First it took 8 weeks to receive the right colored model due to the factory making the cartons with the WRONG COLOR!
* Than I have had nothing but problems with the ICE MAKER- it has been replaced TWICE and I am still lucky to get 21-35 Ice Cubes in 24 hours- Definitely not good living in Arizona. The information that came with this model clearly states it makes 50-90 Ice Cube in 24 hours- see attached picture.
* I have had the Ice Water Reservoir replaced, as well as, the Cover on the back wall inside the refrigerator - I am constantly having to keep a Bath towel in the bottom due to the sever LEAKS from these repairs. I cannot keep the bottom drawer in the refrigerator since it fill up with water - The water has even run into my bottom freezer causing frost damage- and onto my kitchen floor.
* I have had eight Service visits in the short time I have own this refrigerator due to Water Leaks and Ice Maker Problem problems.
* Also, be careful not to drop anything behind the Freezer Drawer- it is H___ to get it out so you can close the door again!
* The Left refrigerator door MUST BE SHUT FRIST or it does not completely close - and off goes the ding, ding, ding... a real problem for guests!
I sure wish Samsung or Sears (where I purchased this) would stand up and see I have received a LEMON!
I cannot honestly recommend this refrigerator to anyone based on my FUSTRATING EXPERIENCE! This is definitely a Love Story gone bad!

I have had numerous problems with the Samsung refrigerator from the start. First, the cartons were marked wrong and I received 3 BLACK models instead of the Stainless Steel. I had problems with the Ice Maker. When I contacted Samsung to get an independent evaluation of the issue, I was told my warranty was voided since Sear came out and repaired it- I had only had this refrigerator for a few months at that time.-Turns out Sears is an Authorized repair agent so that was a lie! I feel the Sales People and Samsung were not honest about the capacity of the Ice Maker- it was replaced twice due to defects- It still only makes 21-25 cubes in 24 hours. I have had several FLOODS and had the Water Reservoir replace as well as the cover on the "defrost" unit inside the refrigerator-I have had a has hundreds of dollars of food damaged due to the water issues and leaking into the freezer. I do not trust your Quality and am very disappointed that you DO NOT STAND BEHIND your product. This was an expensive purchase to have so many problems within 14 months!

 

posted on May 10, 2010 at 02:55PM
 

Hi SandieG!  I know we tried to get you in touch with our Customer Service escalation team last year about these problems.  I am going to send you a private message to see if you would like them to contact you, this time around.  I am sure they can do something to assist with these issues.

posted on May 10, 2010 at 03:47PM
 
In response to JulieK's post from May 08 2010 07:32AM

Hi Julie.

I wanted to publicly thank you for having SearsCares contact me. Robert from SearsCares contacted me this morning and he has been very helpful.

Thanks again.

 

posted on May 10, 2010 at 03:58PM
 

Thanks for the update, kenyakiwi!  I am glad to hear they have been able to help.

posted on June 03, 2010 at 12:54PM
 

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