Upset : Samsung Smart Fridge Rt5982Btbsl (560L)

[SnOOpy 0]

I liked to share with all here, the TERRIBLE SERVICE & PRODUCT

We bought from Gain City during expo, this big sized smart fridge. It was installed on 27 June @ our new place. Grand amount of $1300.

On installation, there was a blinking light "21" & "E" on the display. The installers did not say anything. After over night the fridge wasn't cold. Next morning, called Samsung hotline for assistance on Friday. They told me to turn off, wait 15 mins & turn on the fridge. It should work. But again, nothing changed. Suffered the weekend unpacking in this heat and without cold drinks.

On Monday, FINALLY, Samsung relented and send a technician to have a look. But only can come on Tuesday ! Within 1/2 hour of trying and testing, it was found the circuit board is faulty and 21 E was actually the fault code !

Why didn't the call center, on my 1st call, alerted to this and escalate it ! After almost 1 week, we have no working fridge. Calls to Samsung service centre, points to the reseller ! Calls to the Gain City, points to Samsung. All in the name of further instructions ! I had spend a lot of time on my mobile phone calling these parties. Samsung 1800 number, cannot be dialed from office line.

I had made numerous phone calls to Samsung Hotline and Gain City since Tuesday morning, when the service report is out. Today, I am still asked for "what is this regarding" and all the details repeated over & over again.

Under the Lemon Law code, I had the following options :

"you should bring the defective product back to the seller to ask for either of the following:

1.Repairs to be made to the defective product; or
2. Replacement of the defective product; or
3. Reduction of the price of the defective product; or
4. Refund for the defective product."

Repair is attempted and is a major problem detected. Circuit board is like the brains of the fridge. If is out, then nothing will function.

I am asking for Option 2 & 4 now What say you Samsung Singapore & Gain City?

PS: Some of our frozen food already spoiled as the temperature in the freeze is 9degC

PS2: This email was written after the upteen phone call to Samsung & Gain City, having to repeat my details & stories to the voice at the other line. Duhhh

[SnOOpy 0]

To add. I called Gain City & Samsung immediately on the service report.

Gain City Hotline : Please refer to the sales person on the receipt. Then called the AMK Branch, which bills the Expo sales. Sales Person off today. I gave the details to the person answering. Then was refered to a Carrie, whom i had to repeat the information. Then they say, they will check with Agent. Someone called back, asking for a copy of the service report as Samsung will only send to them the next day afternoon. I emailed and tried to follow up. Was given a number, but this phone rings non-stop.

Guess what ! This morning I tried the phone that rings non-stop. Finally decided to call the general hotline. The person Francos Tongal is off today. SO ?!?! Nothing gets done ??!?

Called Gain City again, repeat the whole details & story. Worse, they really have no idea what happened. By then I am super upset.

[SnOOpy 0]

1 hour + again, over 2 phone calls with Samsung. I was told that they have contacted the dealer (Gain City) and authorized an exchange or refund. Until now, no sound no picture from Gain City.

So, I reluctantly called the GC hotline. Hhahahahahah.... Guess what, there is NO SUCH PERSON called IVAN in the department (he called me at 1130am and made me repeat the same story + details). Then there is another idiot on the phone "What is it regarding ?" OH FISH, WHAT THE FISH.... I had given the 1st answerer my postal code, unit number and now I have repeat my story for the 6th time today !

another 16 mins on the phone. "What is this regarding ?" Aiyooooo...... Another guy came on phone, "I am the supervisor". So what ? I want to talk to the manager. Made me repeat the story. Then "hold on" and then finally another guy came on line. Only I ask that he identify himself as Dainal Tan, THE Manager.

Ok. Now that I have your attention. What is the update ? Reply : "Purchasing following up with Samsung !" , plus he has received the photo of the service report from Samsung that i had to resend this morning.

No sound no picture (yes, 1st email to Tan, bounced as Daniel was spelt as DANIAL). He claimed that they already acted on the email this morning. HUH ! I believe you, pigs will fly lah.

Samsung has already authorized you to exchange or refund us. What is GC waiting for ?

[SnOOpy 0]

Why am I so pissed and hyper demanding for a near instand response ?

1. This is a high tech fridge which was just installed. GC guys did not bother to even check it before leaving.

2. Next morning the fridge not cold and I called Samsung. There was a "21 E" error code flashing and I mentioned it.

3. 3 days later, Samsung relented and send a tech over, the next day.

4. the repair man says the PCA (circurt) board is gone ! This is the brain of the system ! If it is screw your fridge is done.

5. Calls to Samsung resulted in "Please contact your dealer". Calls to GC resulted in "Please call Agent" or "We are waiting for agent feedback"

6. In the past 28 hours, I had made over 4 hours of phone calls between the 2 parties. Each time telling them my details and sob story over and over again.

7. Finally, their manager Mr Tan, still have to ask me for my mobile phone and name after the 15 mins converstation. I'd gladly give but shouldn't this be in their CRM system ?

....the saga continues

[streamium70 0]

Why am I so pissed and hyper demanding for a near instand response ?

1. This is a high tech fridge which was just installed. GC guys did not bother to even check it before leaving.

2. Next morning the fridge not cold and I called Samsung. There was a "21 E" error code flashing and I mentioned it.

3. 3 days later, Samsung relented and send a tech over, the next day.

4. the repair man says the PCA (circurt) board is gone ! This is the brain of the system ! If it is screw your fridge is done.

5. Calls to Samsung resulted in "Please contact your dealer". Calls to GC resulted in "Please call Agent" or "We are waiting for agent feedback"

6. In the past 28 hours, I had made over 4 hours of phone calls between the 2 parties. Each time telling them my details and sob story over and over again.

7. Finally, their manager Mr Tan, still have to ask me for my mobile phone and name after the 15 mins converstation. I'd gladly give but shouldn't this be in their CRM system ?

....the saga continues

any further updates?? I almost wanted to buy the same model. Looking at your experience, i am really concern.

[SnOOpy 0]

at the GC expo, we view many models. needing a big fridge that is energy saving. this model @ 560L for <$1250 was a good deal. plus all the inverter & LED light thingy. hence the decision.

anyway, as at 4pm GC's Danial Tan (manager) called saying that they will arrange an exchange tomorrow 1-3pm.

btw, we also bought extended warranty on this model. just for piece of mind.

[jaykr 0]

Every series of product from every company will have a couple of defective products. That does not mean that every product from Samsung in that range is bad.

I think the issue is more a G.C. issue than anything else.

However, I have noticed that Customer Service and support in Singapore in general is pretty bad.

[SnOOpy 0]

This afternoon, the replacement fridge was installed. The service guys said to wait 3 hours before starting. Now still waiting. If it screws up, Samsung Gain City can take back this items and I will want a full refund plus damages (loss of use and my food items). Already had to discard a few items because of the fridge problem.

I was fortunate that the previous experience with Samsung products (S2, Tab 10.1, washing machines) are positive. This lead us to consider the brand for our Smart TV, Fridge, Washer and her mom's new smart phone.

Nothing and nobody is perfect. But to be pushed around by all the blur sotongs and made to repeat the sob story with each and every phone call. I am sure you will also be pissed. Worse is that i had to do this during office hours and the Samsung hotline is a 1800 number which I can't dial from office phone (thats another story internally). Imagine you the supervisor/manager seeing your staff spending excessive time on the phone on personal stuff. How will the performance review goes ? All because of a stupid fridge.

[SnOOpy 0]

In the evening, we returned home to find the fridge chilled. Brought some fruits and drinks to celebrate this. At last.

Samsung or GC never once called to follow up if everything is OK. I just leave it as it is.

Case closed. Thank you for reading.