Samsung Refrigerator - Page 3

Ddubya · 07-22-2017, 07:01 PM

I have no idea but I feel like it would be easier to go to the local Lowes and talk face to face with someone rather than on the phone with someone from another country.
Lowes also has a three year extended warranty for under $100.00.
Now that I know what I could possibly be faced with should it need repair I am prepared to remove it if need be.

**chuckster57** · 07-22-2017, 07:26 PM

I hear you. I'll be waiting as I'm sure others will to hear the outcome.

BrentB · 07-23-2017, 07:05 AM

Are you dead set on getting another compressor model? If not, here are some things to consider. I know this is from their marketing dept., but they do make some good points:
http://www.norcold.com/norcold/interior.html

canesfan · 07-23-2017, 07:26 AM

Lowes extended warranty uses third party vendors, it is not in house. In my area it's AE Factory Service. Not sure that would be any different than what you are dealing with now. Not sure Lowes would know either. Just a thought. I admire you for your patience. It would have been a boat anchor by now for me, or target practice.

Ddubya · 07-23-2017, 09:23 AM

BrentB,
I understand all of the pros and cons but I will get another compressor model. Although I have a Progressive power EMS in the RV I will add a good surge suppressor at the outlet where the fridge plugs in as I think that may be part of the problem.

Ddubya · 07-23-2017, 09:29 AM

CainsFan,
Understand about the third party repair people but it is much easier dealing with Lowes face to face than the people at Samsung that are not in this country.
I can understand why the repair companies do not want to work inside a RV so I am prepared to deal with that should it happen again.

kfxgreenie · 07-23-2017, 04:49 PM

What are the dimensions of your hole?

Ddubya · 07-23-2017, 05:03 PM

34Wx25Dx70 5/8H
It is made for a counter depth fridge. I have looked at a lot of fridge's and most will not fit without a lot of cabinet work.
Considering what it would take to install another brand and have it fit properly I have decided to just purchase another Samsung like came with the fiver.

Ddubya · 07-31-2017, 10:47 AM

Relief is spelled "Check's in the Mail". Finally received the forms today for a refund on the fridge. My new one should be in next week.

Ddubya · 08-11-2017, 07:22 AM

Received the check for the defective fridge. New one will be installed tomorrow.

notanlines · 08-12-2017, 02:15 AM

Through all this I'm not sure who deserves a pat on the back, but I do know that you and your DW are deserving for patience alone. I'm glad it worked out for you.

rrjernigan · 08-12-2017, 04:02 AM

It is Keystone's problem. I'm in a service industry. The customer should always be able to go to the company they purchased from and have the problem solved (in or out of warranty). From a consumer standpoint, the selling entity is responsible for everything on the purchased item. Yes, there may be statements in contracts to the contrary and legally the selling entity would be off the hook, but I am talking about customer service issues. A good customer service rep at Keystone should have long ago taken charge of this issue and gone above and beyond to get their customers issues resolved, even at the monetary cost to Keystone. It is issues like this that destroy the reputation of a company. Customer service is easy, do the right the thing even if it costs you money in the short run. It will pay off in the long run. It is how I ran my company and it is still how I instruct people when asked.

Ddubya · 08-12-2017, 04:30 AM

Rrjernigan,
It is a Keystone and most likely other RV manufacturing companies problem for not setting up a program to handle the service issues with residential fridges.
They are aware of the problems. I was told that I would receive a return call to address the issue. Never received it. When I finally called them and told them that I had resolved my problem they were quick to close the case but were not interested in discussing plans to handle future warranty issues.
When large conglomerates and holding companies purchase these small RV manufacturers customer service takes a back seat to the stock holders interest.

rrjernigan · 08-12-2017, 11:33 AM

I don't really have a problem with large holding companies or conglomerates or stockholders; those are what most people work for and many times are what built this country. I do prefer smaller firms however. The problem isn't large or small company, it's a lack of understanding what business you are in. Ask a person in the accounting department or customer service or any department for that matter of Keystone or any other supplier what they do. The answer will likely be I'm an accountant, a customer service rep, I work in the factory. All those are the specific jobs they do but from a corporate standpoint you want all your employees to answer what the purpose of the corporation is. For example, I ran a small life insurance company. I started as a computer programmer. When I was in the job of a computer programmer my answer to what I did was sell and service life insurance, not write programs. It's a cultural thing. It has to come from the top. Someone over customer service at Keystone is not doing their job. They need to train all their people, empower them, to actually be a service to their clients. One angry client can do untold damage. One very satisfied client will be a source of income to the company for many, many years. You get a customer/client with an issue they can't seem to solve, then you the company rep take over and get it solved. That customer will sing your praises to everyone they meet; just as you would have done here had Keystone stood up and said "we sold you this product, we will see to it we provided you with the what it takes to make you happy." I'm very certain had that happened you would have posted it hear and all of us would have mentioned it to others. As I said, customer service is a really easy thing when you actually care about your company and it's clients. Okay, I'm done preaching.

Tinner12002 · 09-04-2017, 04:04 AM

All of that could be why the dealer told me they were having issues with the res frig being in an RV and would not recommend buying an RV with one.

gearhead · 09-04-2017, 06:40 AM

People, and companies, do things because that's what they want to do. Keystone RV has been around long enough that if they wanted to have respectable customer service they would have done that years ago. They're doing what they want to do. That is to sell RV's.

Alpine3700 · 06-14-2018, 02:11 PM

would that be a 2118?

Ddubya · 06-15-2018, 07:41 AM

2017 model

Alpine3700 · 06-15-2018, 07:45 AM

tough stuff about the samsung. I have a norcold in my coach(Montana 3820FK) worked great one time. Now it wont get cold. dealer did a bunch of stuff to determine what the problem is and turns out the installation by Montana was not right and it is not getting proper venting.....
Sucks..

I was asking if this was a Norcold 2118?

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