Subject: Samsung Refrigerator Warranty Issue - Unresolved Repair for Over Two Months going on three.
I purchased a Mega Capacity 31.5-cu ft Smart French Door Refrigerator, and just 11 months later, it stopped cooling in both the refrigerator and freezer compartments, leaving my food at unsafe temperatures.
Before Thanksgiving 2024, I contacted Samsung for warranty repair. Nearly a month later, a technician came out and diagnosed a refrigerant (Freon) leak caused by a poorly connected joint in the system—a clear manufacturing defect. The technician informed me that a part needed to be ordered and that the repair would take an additional 1-2 weeks.
On December 19, 2024, Samsung updated my ticket to “closed with a complete repair.” However, the refrigerator had not been repaired, and I had not received any updates from the service center. When I contacted Samsung, they had no information on why my ticket was closed and could only open a new ticket for the same service company to diagnose the already established issue again.
It has now been over two months, and my refrigerator is still not repaired. Refrigerant leaks pose a health hazard, as Freon exposure can cause nausea, vomiting, and breathing difficulties. My family has had to go without a working refrigerator throughout the holidays, and the lack of communication from Samsung has been incredibly frustrating.
Every time I contact Samsung, I am told that a “special team” will reach out, but no one provides updates, options, or real solutions. With my warranty ending in two weeks, it feels like Samsung is stalling to avoid honoring their warranty obligations. This refrigerator cost over $3,000, and it failed before its first year of use.
I need Samsung to resolve this issue immediately. Either the repair must be fully completed before the warranty expires, or I need clear information on replacement or refund options. This situation is unacceptable, and I need actionable solutions, not vague assurances.
Please advise on how to proceed as I am out of options as a consumer with a faulty product.
