Broken Freezer Lining - Page 6

PCBrum · ‎09-02-2022

I have a Fridge Freezer Model RB41J7859S4 which is beautiful but I felt from the start the plastic linings/ shelf supports looked a bit fragile.

I guess we overloaded the top basket of the freezer and the bar supporting it broke when the basket was pulled out to access items.

The plastic has completley broken away. Is this repairable?

Thanks

Katie110 · ‎03-08-2023

Thank you for sharing!

I’m sorry to hear we have yet another case.
If Samsung are now saying that the lining is not covered then they know there is a fault!
We are considering making a legal claim against Samsung, however it may be costly.

I am wondering if taking this to the press and making an absolute stink in the media would we have more luck?

To be fair to John Lewis, they aren’t at fault if Samsung are saying the lining is not covered in the warranty.

what we need to prove is that the lining or the insulation material behind is not sufficient.

As we are in Cyprus we are at a disadvantage, we cannot get the media coverage we need to make an impact.

Samsung are at fault here, and they know it. Their customer service is pitiful and their products substandard.

Nadia245 · ‎24-08-2023

I have contacted CEO Samsung. Received nonsense reply: they would look into freezer issue only after one month of purchase not after two or three years! I spoke to credit card company. They said that I should write my complaint to retailer and they would step in after their negative reply. The engineer from Elite Digital Appliances had his inspection and sent me his report that I attached to my complaint to John Lewis. No my fault confirmed for £132 :). I have sent my official complaint to JL on 17.08.2023. Waiting for their response. I copy it here and will post their outcome later.

Dear Sir/Madam,

REFERENCE: John Lewis - Samsung Fridge Freezer; case No 230731001709

OFFICIAL COMPLAINT

I purchased a Samsung RB33R8899SR/EU Fridge Freezer from John Lewis. At the point of purchase, in August 2020 I paid £999.00. The copy of John Lewis receipt, order 252943430 is attached.

I have discovered a major fault in it while it still under John Lewis five years guarantee. The copy of John Lewis guarantee is attached. I choose expensive Samsung Fridge Freezer for its good brand reputation. One aspect of a product being of satisfactory quality is durability, but it lasted less than three years.

The problem is with the interior plastic lining in the freezer compartment. The white plastic interior linings that support drawers, are extremely thin, of a poor quality and therefore - fragile. I learnt that it was a common problem with Samsung Fridge Freezers that was recorded by the Samsung Community customers going through the same problem with faulty linings. Here is the link for your attention: https://eu.community.samsung.com/t5/home-appliances/broken-freezer-lining/td-p/4776804/page/2

The engineer, Danny who inspected the faulty Fridge Freezer on 14^th August 2023 also confirmed that faulty interior plastic lining is a common problem in Samsung refrigerators.

I have never overloaded my Fridge Freezer as there is no need for it: I am the only one person in my household. My diet is mostly vegetarian. I do not have much frozen food but buy fresh vegetables and fruits from the local farm producers. My freezer drawers have never been full.

The lining began to crumble within five years warranty period. In July 2023 I took out all three drawers to re-arrange them and discovered the problem: there was broken opening exposing inner foam insulation on the right and there are other places that in the process of deterioration. Please see photos attached. This is not a ‘wear and tear’ of plastic drawers’ support in the freezer compartment. But unsatisfactory quality cheap plastic that is not capable for use for the intended purpose for which the fridge freezer was purchased.

On 31st July 2023 I phoned to John Lewis Customer Services, 03301230106 and the member of staff, Ivan recorded my case No 230731001709. Ivan informed that I could complain only after having an engineer’s visit and his report attached. On 31^st July 2023 I contacted Samsung and arranged an authorised service technician for the earliest day available which was 14^th August 2023. I have received the confirmation message from Elite Digital Appliances, Job 119367. Their engineer’s report is attached. The engineer’s report stated:’ is not customer’s misuse, but quality from manufacturer as foam in liner has not packed out properly then there's weak spots. Over time unit has become weak over and liner has come away also, the unit is frosting up and may be down to the liner damage. We can't repair this’. The cost of engineer’s report, £132.00 will be added to my claim as the report was requested by John Lewis and the freezer problem is not my fault.

I believe that the refrigerator was faulty from the start. The faulty linings affect the functionality of the freezer. The refrigerator works harder, turns on and off too frequently; I am concerned about electricity bills getting higher due to the problem. I have attached the photo showing ice on the drawers that should not be in ‘no-frost’ refrigerator.

I am very disappointed and frustrated by the issues above. I expected a high-quality durable product from John Lewis as a reputable company. I would appreciate if you could take the necessary steps to rectify the situation.

I wish to reject the Fridge Freezer and claim the full refund of £999.00, including the cost of £132.00 of engineer’s inspection, and compensation.

The Consumer Rights Act 2015 makes it an implied term of the contract I have with John Lewis, that goods should be as described, fit for purpose and of satisfactory quality.

As you are in breach of contract and I have owned the product between 6 months and 6 years, I am within my statutory rights to ask for it to be refunded.

I await confirmation that you will provide the remedy set out above within 14 days of the date of this letter of complaint.

Yours faithfully,

XXXXXXX

In support of my claim, I have attached:

John Lewis: receipt for the Fridge Freezer dated 04.08.2020. Copy
John Lewis: guarantee for the Fridge Freezer dated 21.08.2020. Copy
Emailed engineer’s report of 14.08.2023. Copy
Engineer’s invoice No14462; Job No119367 of 18.08.2023. Copy
One photo of the frosty drawer in ‘no-frost’ freezer
Five photos of the faulty internal freezer lining

AAA19 · ‎14-09-2023

Hi did you manage to resolve this. I had the same issue after 3 years and Samsung have refused to replace and I cantacted and engineer and they state it is not repairable.

Katie110 · ‎14-09-2023

Hi!

We have not been able to resolve the issue. Samsung do not want to know.
Our only option is to proceed through the courts. A lengthy and costly process.

gooner12 · ‎14-09-2023

I'd also be interested in how John Lewis responded. Please do update us. You purchased the goods from John Lewis so your contract is with John Lewis (not the manufacturer). Also you have a contract with your credit card company and they are jointly liable. The engineer report sounds spot on and hopefully sufficient for you to get a full refund.

Nadia245 · ‎15-09-2023

John Lewis suggested replacement. I could not find there energy A rating, no frost and the width not more than 600mm as the space is limited. Then, with more emails and phone calls, John Lewis agreed to full refund plus paying the engineer's fees (£132) as 'a gesture of good will' :). They took away their Samsung.

By law we have to deal with: 1) the trader/seller not the manufacturer. 2) Credit card company - they would ask for your detailed evidence, email communication with the trader, also photos, order copy, invoices etc; and final trader's refusal to refund. Then the credit card company would step in.

USEFUL: Each time when I received an email from John Lewis, I clicked FORWARD, copied each of my emails and each of their responses in ONE chain of emails. There are dates, subjects, all attachments included with the FORWARD function. JL would still reply SEPARATELY to my latest email. But each time my responses were again with the new 'forward-copy' included and added to the chain I created.

Wishing you good luck and patient work exercising your rights. Such expensive appliances as Fridge Freezers should definitely work a bit longer than 3-4 years.

gooner12 · ‎15-09-2023

That is great news and well done. Good that John Lewis provided a full refund. I bought ours from Aircons Direct/ Buy It Direct and they were terrible and brushed me aside. I was forced to go via my credit card company but they only refunded 60% of the cost plus the engineer fee.

As you say, by law we have to go to the retailer and not the manufacturer. Given how many of us have suffered the same poor quality product, I wonder if trading standards would take on Samsung.

Mckaysally · ‎05-01-2024

Wow, mine has done the same so will be calling them Monday!

Mckaysally · ‎12-01-2024

Did you ever get this resolved? My drawer runners have disintegrated and they are claiming it’s misuse!!!

PCBrum · ‎12-01-2024

Afraid I cobbled up a solution but it doesn’t hold for more than 3 or 4 months. I used something called Fixits and a hot glue gun.