We received delivery of our Samsung French door refrigerator on Monday (7/13) our plumber set up the necessary connections for the ice maker within two hours. The first day we didn't expect much ice, because the manual said that it sometimes took some hours to begin working. By late evening we had 6 cubes, but okay, figured it would be better in the morning. The following day, by noon we had a dozen cubes. We waited, hoping that things would improve. They did not, so the next morning I started my day long quest to reach Samsung Support. I tried chat with a Samsung Pro, but after being sent pretty much the product manual, I was told to press the reset button. If there is a reset button on our ice maker it is well hidden. Neither my husband nor I could see it or feel it anywhere on the machine. I decided to call and began the process of trying to talk to a person, hoping that we could communicate better. I joined the queue since the call volume meant the wait would be over 45 minutes, and since my cell had been on our purchase info, when asked if another number would be better, I gave our land line, because I was using my cell to contact a different Samsung Pro on chat who might be better at understanding our problem. I placed a total of five calls to the service line. The first calls were never returned. The third call I decided to stay on the line instead of joining the queue. The phone was finally answered and the call was disconnected before I actually got to speak to a real person. The fourth call wasn't returned, and finally, by the fifth, we were able to talk to a human. Ironically, by that time I had someone on the chat line as well, and we ultimately set up a service appointment for Friday (7/24)...a week and a half for someone to check out our brand new refrigerator's ice maker.
Today we got an email stating that Samsung has made three attempts to contact us, and we have not responded, so our appointment has been canceled. I am not sure what phone number was used, but we never heard a message about our appointment. Fortunately, our ice maker did settle in and, for now is working well. We had planned to tell them on their promised call to cancel the appointment, but really wanted to know where the secret reset button is for future use. If this is the way Samsung service works, I cringe to think of what we will have to go through to get help for something more serious.
