Samsung Refrigerator

[Ddubya]

Well on our third stop on a month long trip we awoke to a dead Samsung refrigerator. Power is on but no compressor. Powered down and back on several times but no results. I called Samsung and while they tried to help it boiled down to them saying that someone would call me in two business days. This was Friday which means Monday. Called around Estes Park area but everyone I spoke to said they would not work on a refrigerator that was in a RV.
Plan "B". We purchased a small freezer from Best Buy and packed our non-freezer items in coolers. Monday we will purchase a small refrigerator and continue on our trip.
We will deal with the Samsung when we return home.

[gearhead]

I'm wondering what is the solution. My Dometic is a pain in the rear, residential refridges are heat sensitive. I see that Cirrus cabovers are using European Thetfords. Totally different system I think.
edit add...it's just a new model not the different compressor style.

[Ddubya]

OK, Just returned from a 6000 mile trip with the dead Samsung refrigerator. Bought a small refrigerator from Lowes and a small freezer from Best Buy in order to complete the trip.
I will attempt to remove the Samsung so I can check it out and if I cannot fix it will call Samsung. Most if all refrigerator repair companies will not touch a residential refrigerator if it is installed in a RV.
Question is. Has anyone removed one of these?? If so any tips?

[captcolour]

Sorry about your frig. We were just in Estes Park 6/2 - 6/6. Stayed at Mary's Lake. Had a good time. Weather was great.

[Ddubya]

We stayed at Mary's Lake also. Got there on the 10th.

[Mboys]

Sorry to hear about your Samsung issues. I feel your pain!. We have had nothing but problems with our Samsung residential frig from day one, literally. First day out on our shakedown trip, frige would not cool, top or bottom. Computer boards were blown and had to be replaced. Of course had to take it back to CW where i bouught the Alpine. 8 weeks later, got it back after i had to coordinate repairs between Samsung tech and CW. What a mess. Fast forward 4 months, as i write this, im setting next to an ice chest and the Samsung frig that wont cool below 60 degrees. Coils freezing up apparently. We are so frustrated with this frig. Did i mention we are in Fla and its 90 degrees on a four month trip. Meeting up with Samsung Tech in Tampa in 2 days who we had to call two weeks ago. Told them it was in a fifthweel, hope they heard me. Good luck with your problem.
Hope you get some satisfaction and unit repaired. Maybe someone here would be interested in a good boat anchor.

[Mboys]

Also wanted to add, while I'm sure all brands of refrigerators have issues, Samsung has a multitude of negative comments on reviews regarding this residential frig with freeze up problems. Something Keystone may want to revisit. Very disappointing to have these kind of issues after purchasing a new fiver, warranty or not.

[BrentB]

Sorry you guys are having these problems. In my experience, Samsung makes great looking products, but they don't last very long.

Sent from my SM-G900V using Tapatalk

[Ddubya]

Well we arrived home with our broken refrigerator. I contacted Samsung again and they put me in touch with a service center in Colorado (I live in Texas) which is where I first reported the problem. I contacted them again and they had a very hard time understanding that the refrigerator had moved from Colorado to Texas. They then told me that they would email me the name of a local service company . That did not happen. Another call resulted in them giving me the number for another service company that was out of business. Another call, now they say that I will get a call from yet another company but they cannot send a tech out until Thursday or Friday. This was Friday. So another week to wait. In the mean time I have removed the refrigerator from the slide-out as I have been informed that they will not service it unless it is accessible. Remove all of the doors and maneuver carefully around the island. I wish I still drank!

[Ddubya]

UPDATE!!!!! I contacted the repair company and informed them that the refrigerator was in a RV and they said they would not work on it. I explained that I had removed it out of the slide and that it was totally accessible. They said that they would not work on it as long as it is in the RV. They said that I could bring the refrigerator to them and they would work on it.

[JRTJH]

I have to ask this question, maybe you've answered it already, but....

Why isn't Keystone handling this problem? Your trailer is in the 1 year Keystone warranty and it "SHOULD BE" (unless you've been denied coverage) the responsibility of your dealer to fix this problem.

I know some members have had issues with the dealership being "unable or unwilling" to fix their Dometic refrigerator problems and have gone to a separate appliance repair facility, but that's only after the dealership failed. In your case, before doing anything else, what has the dealership done for you and/or what have they refused to do? Seems to me you're making this far more complicated than it ought to be on a trailer that is still in the factory warranty.

Am I missing something?

[Ddubya]

The warranty is through Samsung. I am talking with Keystone and they have been very sympathetic. They are aware of the situation with Samsung as they have had similar issues.
Yes I could have gone through the dealer but it would entail taking the RV to them and the same issues would have to be resolved. I feel that I am better suited and have more initiative to deal with Samsung than the dealer.
This is a warranty issue and Samsung for the most part does not understand that the refrigerator is in a RV or even what a RV is.
I will keep this forum informed as to what the outcome is and will relay the information to Keystone so they will have a better understanding of the situation.

[JRTJH]

While you're certainly free to make your own decisions about what you want to do with the refrigerator failure, this is on page 10 of the Keystone Owner's Manual. I changed some of the print to red to highlight it:

Appliance and component manufacturer warranties, if any, are separate from the Keystone Limited Warranty. Keystone administers those warranties only during the Keystone one (1) year coverage period except for tires, batteries, generators, and ASA supplied electronics. All warranty service claims on components must therefore be directed during the one (1) year coverage period to Keystone through an authorized Keystone dealer or service center. After the Keystone coverage period expires, all appliance and component warranty claims must be directed to the respective appliance and component manufacturers. Keystone is not warranting any appliance or components. In no way shall Keystone’s Limited Warranty be modified or amended by this provision.

It may be that Keystone can work the problem with Samsung more effectively than a single owner. As you said, the person at Samsung that you've been talking with doesn't even understand what an RV is. Obviously Keystone has a "million dollar contract" with Samsung to supply refrigerators for use in many RV brands. I'd suspect that there's two different divisions in Samsung, one that you're talking to and one that Keystone is doing business with. Might be better served if Keystone talked to their people at Samsung...... Also, it is very likely that if Keystone never hears about all these refrigerator failures from owners, their contracting division will keep buying Samsung's products, believing that they are working "failure free" for the thousands of "satisfied owners" who never took their functional refrigerators to a dealer for service......So, the problems continue because the "right people at Keystone" never hear that there's a problem through their "feedback channels".

Just my thoughts, do what you wish.

[Ddubya]

I am in contact with Keystone. They are advising me as how to handle the claim. If the dealer was involved I would have to depend on them to contact Keystone. I don't know who your dealer is but most or not very efficient when it comes to solving customer problems. I would rather have my fiver at my house in the barn than have it sit on a dealers lot for months while they dragged their feet.
You can handle your problems as you choose. I choose to do it this way.

[JRTJH]

Best of luck, keep us posted on how it goes, it may help another owner with the same problems.

[Ddubya]

Well the saga continues.
I have talked to Samsung eight times and they always tell me that they have someone lined up to fix the refrigerator. Every time the repair company says they will not work on if it is in a RV.
I have also been in contact with the dealer and they say that I have to go direct to Samsung.
Same story with Keystone. Keystone has at least listened to my story and have called Samsung on my behalf. They basically are in the same situation as I am and can only talk to the same Samsung people. Samsung only has one number for service. I even called Samsung Corporate in NJ and their system put me directly into the service merry-go-round.
I have never had to deal with any more incompetent group as Samsung.
I am now waiting for the fifth "we will contact you in 24 to 48 hours" to happen. I suspect it will turn out as the other times with Samsung assigning a repair company only to have them tell me no, they will not work on it if it is in a RV.
Most people do not have the patience or time to go through these gyrations but now it has become a game with me. In the end I know I will prevail but rest assure it will be a cold day in hell before I ever purchase another Samsung product.

[kfxgreenie]

Your best bet is to just get it out of the RV, and in the garage and then let Samsung come and fix it. You could let the dealer do this but like you suspect, it will sit on their lot probably til they can get to it and get the refer out. Then the dealer would contact Samsung and wait the period of time it takes Samsung to attempt to make the repair, probably order parts come back and hopefully get it completed. Then back to the wait time on the dealer to get it back in the RV. It will take you less time to get it out of the RV than the time you'll waste on the phone. When it comes to residential refrigerators in RV's Samsung is not alone in the repair nightmares.

[stvncnd]

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..

[Ddubya]

Kfxgreenie

You are right about taking it out my self but I am just hard headed enough to see this thing through.
I doubt many RV purchasers have thought about whether they would have to remove their refrigerator to have it serviced.
If nothing else my escapade may cause the manufacturer of the RV's to tell their prospective buyers about what the actual warranty process entails.

[chuckster57]

Taking a residential refer out of an RV is a very daunting task!! Do potential buyers think about having to remove it for service? I doubt it and the salesperson most likely has no idea what's involved. Will the manufacturers inform potential customers what the "actual process" is? I don't see them making any changes in the near future.

We have had to remove appliances from cabinets a few times, ain't no fun that's for sure!!

[Ddubya]

Another day another answer.
I received an email from the "Executive Team" informing me that service had been set up with "XYZ" company. Turns out "XYZ" has already turned down the repair twice.
Called Samsung "Customer Care" and after being placed on hold three times for the nice lady to contact lord knows who she informed me a member of the "Executive Team" would be contacting me in 3 to 5 business days to let me know if they would either refund the purchase price or replace the unit.
HANG TIGHT!

[chuckster57]

All I can say is WOW!! I'm sorry your having this much trouble, I just hope your frustration is aimed at Samsung not keystone. Please keep us in the loop.

[CaptnJohn]

Local couple bought their 1st RV, a 5er by FR. Samsung stopped working on 1st trip. Dealer removed the fridge doors and had it in their shop for the repair guy. They had to remove it through the rear window~ would not fit through the door. Now comes the 3rd short trip and not working again. Back out into the shop through the rear window for the tech. Their dealer said 'never again' and now it is not cooling as well as it should. They can get their option price for it. So do they get a new Samsung or a different make? I'd try for a different make at least and maybe an RV fridge at that.

[Ddubya]

ZCaptnJohn
You stated in that above post that they could get their "option" price. Do you know how much that is?

[kfxgreenie]

I know of a Frigidaire Side X Side that was in a Jayco that had a cracked liner at first and then the replacement unit was not cooling once de-winterized. Thankfully for the customer the unit was a Counter Depth unit and was able to come out the RV door once the doors and hinges were removed from the refrigerator. The new Kitchen Aid went in the same way. The Kitchen Aid carries a 5 Year Sealed System Parts and Labor Warranty and a 10 Year Sealed System Parts. Biggest thing as discussed on this forum is that the extremes these units can sometimes operate in, are extremely hard on them. It is my personal belief that the Variable Speed Compressors that use inverter's are even at a greater risk for failure in these environments. That is why I recommended the Kitchen Aid to the Jayco owner.

[Ddubya]

Well today I decided to contact Samsung again since the "Executive Team" had not contacted me in almost 72 business hours. Surprise! The phone bank person said that they had no record that the "Executive Team" had been contacted and that she would have to schedule a repair company to service the refrigerator. I explained that they had already tried to schedule several service companies but they refused to work on the unit. She said that was all she could do.
I hung up and tried to find a person in the USA to speak to. There is no one. You can ask for a US rep but they say they cannot transfer a call and they have no US number.
I called a number at Samsung in N.J. but had the same evasive action and was transferred to the Samsung service number which I had received zero help from.
I have never experienced a company that was so difficult to deal with.
While still trying to find an Email address or another phone number my phone rang and it was the "Executive Team" calling from the familiar Samsung 800 number. The same "Executive Team" that I had just been told had not been contacted by the phone bank.
The man ask for me to fax the bill of sale for the refrigerator and when I tried to explain that I had no specific bill of sale that it was purchased in an RV he simply did not understand . He did not know what a RV or Motor Home was or could not understand anything that I tried to tell him about how I obtained the refrigerator.
Finally I told him I would send the purchase docs for the RV along with the as built sheet showing the model and serial number of the refrigerator.
Now it will be interesting what happens next????? Stay tuned.
I can assure you of one thing. I will never purchase anything again that requires me to go to Samsung for warranty service.

[Ddubya]

NEWS!
I have been able to contact a Samsung rep on Facebook Messenger that is in the US and knows what a RV is. He understands the problem and is contacting a management team to come up with a solution that should help all RV'ers that find themselves in this situation. He will contact me when they come up with a plan. Fingers crossed.

[chuckster57]

And the saga continues, my hats off to you for having the patience to deal with this for as long as you have. Keep us in the loop

[Ddubya]

Around and around!
Received a call a couple of days ago from a Samsung person and they wanted my bill of sale. I sent the info that I received with the RV which showed the model and serial # of the Samsung. Received a text message from Samsung telling me that XYZ company would service the refrigerator. Called XYZ. They said no, not if it is in a RV.

In a previous post I stated that I had contacted Samsung via Facebook Messenger.
Below is their response. Luckily I was able to copy it before they erased it.

Samsung SupportSamsung Support
https://facebook.com/samsungsupport/
Samsung SupportTue 4:05pm
Are you in the USA?
Hi, David, how can we assist you? ^Rosi
Tue 5:55pm
Are you in the USA?
Yes, david, we are in the USA. ^Lou
Is there someone I can talk to by phone about a refrigerator that I have been trying to get serviced for three weeks?
For voice support, you would need to call 800-726-7864. ^Lou
That is not a USA number. I have talked to them at least 15 times
This is the only number for support of US devices. We will be happy to assist here. Can you provide a ticket number? ^Lou
My ticket number has been canceled for the fourth time. \From my limited knowledge of US consumer law I believe that I am entitled to speak to a person in the US should I ask .
We will be happy to look in to this. Please provide the most recent ticket number. ^lou
4143728962
Understand that this refrigerator was purchased with a new Recreational Vehicle (RV) and was not purchase from a retail company. I have been refused service from all available service agents in my area because the refrigerator is installed in the RV. No one at your 800 number has any idea what I am trying to tell them about a RV.
Is the refrigerator still in the RV? ^Lou
Yes
Ok, bear with me. we do not get a ton of RV appliance calls. ^Lou
Thanks, the RV manufacturers have started using a lot of residential refrigerators so I would think that this will become a big issue
Understood. The way I understand this to work, we need to set it up so the RV is serviced through an RV dealer, or a certified service center that works with RV's. I could be wrong on that, though. I have some of the management team looking at how this will work, but it might take a day or so to get it all prepared for you. ^Lou
Thanks, I have the refrigerator out of the inset that it was in and could be easily serviced but the local service companies still would not work on it. I look forward to what your management team comes up with. This has been most frustrating but if Samsung can put a program in place to solve this issue it will benefit a lot of my fellow RV'ers
No problem. We will get back to you as soon as we know something. By the way, when was the RV purchased? that will allow us to adjust you warranty, as that would be the sell date for the refrigerator. ^Lou
Nov 30, 2016
Tue 9:13pm
Thanks, David. We'll get with you as soon as we have answers. ^Lou
11:33am
I have been assigned a repair ticket on this 4143873517. The repair company has already declined to service my refrigerator two times and has again refused because it is in a RV. Why can't someone at Samsung get their act together and realize that assigning the same companies that have already refused to do the service will not work.
Hello
3:54pm
Hello, David. My name is Justin. I'm part of our upper management team with social media. I have reviewed your case, seeing as the unit came with the purchase of your RV the appliance would have to be returned to the RV Dealership for service to take place. ^Justin
If I take it to the RV dealer they cannot service the refrigerator??? That still does not solve the problem of your service agents not working on the refrigerator if it is in the RV???
I apologize, David. Due to them being a third party contractor they do have the right to refuse service. More than likely the reason why they did not agree to the repair, is there is very little room to perform needed services, and if anything was to get damaged in the process they would be held liable. ^Justin
I understand that but there are a lot of RV/Samsung owners that are going to be just as upset as I am to find out that there is no way to get to get their unit repaired. The refrigerator was purchased from a dealer but the RV manufacturer purchased the refrigerator from Samsung as an OEM.
I should have said that the RV was purchased from a dealer.
Keystone Manufacturing is the OEM that is purchasing refrigerators from you.
I apologize for any inconvenience. ^Justin
So that is all you (Samsung) have to say???
Type a message...

Not another response and the thread was deleted.

I spoke to Keystone today and they are looking into the issue and said they would call me back.
More to come.

[chuckster57]

I don't like to advocate legal action, in this case it may be warranted. Take a deep breath and start documenting the time line including dates/time and person contacted. Don't leave anything or anybody out.

Granted legal action will probably delay resolution of this specific problem, but can you afford a different brand if it fits in the coach? If so maybe get it and include cost of replacement in action.

[kfxgreenie]

Nothing is going to change. Most Appliance service centers warranty work is at low rates, and are definitely not going to work in a confined space where it will take even longer than normal if it can even be repaired in the RV for the same rate, and they are not going to take the liability or time or manpower to get it out of the RV for chump change. Samsung probably almost gave the units to Keystone. My expectation would be for Keystone to get the unit out of the RV and Samsung to then fix it, which depending on the dealer could leave you high and dry for awhile. I realize it is not the easiest solution and not the one you want to deal with, but it is probably the best, take the refrigerator out, and then take it to the repair center that offered to repair it if you brought it there. Otherwise around & around you will go on the "merry" go round.

I also do not believe that you have a case with legal action until you were to leave the RV with a Keystone Service Center and the service center attempt a repair, or have a Samsung service center come in and attempt a repair. At this point from what I gather the unit has never been to the dealer or sat in the dealers lot. I know why it has not, but to have legal course of action that would have to happen I would believe.

[Ddubya]

Legal action is not an option in my opinion. That only fattens the lawyers pocket book.

My reason for pursuing this is to have the RV manufacturers realize that they need to have a policy in place to take care of warranty repairs on residential refrigerators. It does not matter to me what that is as long as it is in writing. At this time there is mass confusion when it comes to warranty work on these appliances.
We as RV owners have not been told any of these issues could exist when we signed on the dotted line.
I am sure that I am not the only one that has or will be faced with this.

[chuckster57]

I understand, but I think your asking for something that probably isn't going to happen.

[kfxgreenie]

I am sure that I am not the only one that has or will be faced with this.

For Sure you are not the only one. Keystone is not the only RV brand with the issue, and Samsung is not the only Appliance Manufacture that has mass confusion with Residential Appliances in RV's. :banghead: I applaud you for your persistence. :D

[Ddubya]

Well I just received a message from Samsung that they will purchase the fridge. The amount is enough to replace it.
I hope to receive a call from Keystone next week with some information concerning warranty procedures for residential fridges in their RV's.
If I hear anything I will post it.

[chuckster57]

That's nice to hear. I'll be waiting to hear what Keystone has to say. Any idea what your going to replace it with?

[Ddubya]

Not sure what I will replace it with. I have to look at how to secure it to the wall. The method used on the Samsung is really good. Not sure if I can adapt it to another brand.

[chuckster57]

I can tell you the LG fridges I see in the Tiffen motor homes don't seem to have issues.

[Ddubya]

I have a LG at home and it has only had one issue in three years.
Problem is finding something that will go in the space without major mods. From what I am seeing I may have to go with another Samsung. If I purchase through Lowes and get their extended warranty at least I won't have to deal with The Samsung third party repair people and it will fit with no mods.

[chuckster57]

Sounds good but does it make a difference to Lowes if it's in an RV?

[Ddubya]

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]

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

[BrentB]

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]

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]

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]

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]

What are the dimensions of your hole?

[Ddubya]

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]

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]

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

[notanlines]

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]

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]

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]

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]

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]

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]

would that be a 2118?

[Ddubya]

2017 model

[Alpine3700]

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?