Freezer failure and only offer £50 compensation

[Taz0121]

I purchased a samsung freezer Model number: RZ32C7BDESA/EU in Mar 2024 from Currys, after 6 months it stopped working and all the food was destroyed and had to be disposed. 

A repair company came out to try and fix and eventually after few weeks of waiting I was informed that the parts required were not available to fix it and I have been offered an alternative replacement which I have accepted.

However, my issue it that due to no fault of mine the original freezer failed within 6 months of installation and I lost around £500 worth of food, when I discussed this with Samsung reps they said don't worry once we have resolved the issue you will be offered compensation. So fast forward to today and they have offered me £50 which is absolutely diabolical and goes no where near to cover the costs of the food that was destroyed.

I am a loyal Samsung customer and have many Samsung branded products but are very very disappointed with how I have been treated in this instance I feel what has been offered is not representative of the losses I have incurred and want to know who I can escalate this issue to for a better resolution that what has been offered. 

[AndrewL]

@Taz0121: I'm so sorry to hear of your disappointment regarding the issues you have experienced with your freezer, and the outcome of the service you have received. I have looked into this for you, and our agents are only able to offer a maximum of £50 as a goodwill gesture to cover the cost of any food that may have been lost as a result of a fault with one of our appliances. While I understand that this is not what you were hoping for, it won't be possible to provide an alternative resolution in this instance. 

If you have been offered a replacement freezer due to a warranty repair that could not be completed, then I assume that you have spoken with our Alternative Resolutions Team. If you are unhappy with the resolution that you have offered, then I recommend speaking with them directly, as they are the highest point of contact for issues such as this, and are best placed to look at any other options that might be available. Please accept my apologies for any inconvenience this may cause you. 

[Taz0121]

I have spoke to the alternative resolutions team to arrange my exchange freezer however they were totally unhelpful with the compensation on the freezer food. Hence I was very disappointed with the way they spoke to me and were not willing to accept my complaints.

[kyleprince]

Surely this is what contents insurance covers, in most cases that £50 would cover your excess on the insurance??

[Piper123]

I'm sorry but this is a matter for Currys, not Samsung.

You bought the device from Currys. It is they who should have arranged a repair, replacement and any compensation as your contract was with them.

Not sure why you went via Samsung?