On Dec 17 2015 we received into our home a brand new Samsung refrigerator. French doors, stainless, freezer on the bottom. You know the one.
This was a big deal for us because when we bought our house 15 years ago it came with an almond side by side that was probably 10 years old then. We figured....:"What they heck?!" It will probably last another 5 years and then we'll get a new one. Well, 5 years became 15 and it still chugged on and on. Gary, the good husband, decided he would surprise me with a new one for Christmas. I was delighted. And I liked it a lot. Much bigger than our old one, roomier (this one even holds a pizza!) and trendy-er.
About 3 weeks after it arrived, Gary heard a "click/crack" when he opened the door one evening. Here is where you need a bit of descriptive narrative. French door fridges have a hinged, flange like panel (a mullion)attached to the center edge of the left door. This allows either door to be opened first and also provides for a tight seal when the doors are closed. The crack that he heard was a plastic clip which holds the "mullion" to the door. Suddenly the mullion was not flapping back and forth the way it was supposed to and this was going to be a problem.
The next morning we called Samsung who agreed to send an A&E service person to inspect it. The man arrived several days later and sure enough, the attachment was not working properly. He unscrewed two screws, reattached the mullion and the proceeded to put the screws back Gary noticed that the lower screw would not tighten. The receiving surface for the screw was stripped and was probably stripped from the factory. The A&E service person said he was only authorized to fix what Samsung had authorized and that we would have to recontact Samsung. We made the call as soon as he left.
Samsung wasn't too happy but agreed to send another service rep to look at the problem. #2 rep showed up and decided that we needed a new door. He ordered the door to be delivered to us and set up an appt for the following week.
The door arrived in good condition and #3 technician came the next day to install the door. He did and took the old door with him when he left. Later that day I opened the freezer and noticed I no longer had a light shining in the freezer. I pulled out the owner manual and found out there was a light on the lower surface of the left door. When I got down on the floor to look up at the door I saw that there was an empty hole where the light should be and a dangling wire.
Another call to A&E to tell them our woes. They said we needed to call Samsung. We argued that since A&E came and exchanged the doors and the technician who took the door should have taken the light from the old door and installed in on the new door. Finally after talking with a supervisor A&E agreed to send another technician. #4 showed up to look at the door and ordered a part from Samsung to be delivered to our home. It came this past Tuesday. #5 showed up on Wednesday to install the light only to realize that Samsung sent the light but not the lens cover. He started doing some investigating and was able to locate Technician #3 who still had the old door. Voila Problem solved. No. 6 is coming tomorrow.
0800 today. Phone rings. A&E stating the technician called in sick but another would be coming later in the day. I said ....if he doesn't have the part that #3 had don't bother to send him. "But M'am, the part was shipped to your house". Yes I know but only part of the needed replacement part arrived. Tech #3 had the old door and the lens. So don't send #6 if he doesn't have the part. But M'am, the part was shipped to your house. I explain again. She says she will have the technician call me. I waited 2 hours for the phone call that didn't come.
I called A&E. Again spoke with a representative who told me the part was delivered to my home. I explained the whole story again and was told the same thing. This time I asked to speak with a supervisor. I explained again to her. She called the #6 technician who said he had the part.
He called at 2 pm, said he was on the way with the part.
He arrived and has put the light in the door and gone to the truck to make a phone call. He has now come back inside and is talking on the phone to someone about having "one wire hanging out" and it sounds like he hasn't encountered this problem before. I'm beginning to think I will be seeing Technician #7 before this is all over.
