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.