Woman left cold by fridge performance

When an ABC11 viewer can't get her new refrigerator to work, she calls Troubleshooter Diane Wilson.
January 20, 2014 3:58:24 PM PST
When your refrigerator stops working, you've got a big problem - especially when you're talking about a brand new one you just paid thousands of dollars for.

But that's what ABC11 viewer Diane Alfred says happened to her.

"We unwrapped it, took all the plastic off, plugged it in, it didn't work, it didn't cool down," she recalled.

But being brand new, she didn't think there'd be a problem with getting it replaced.

"Samsung told us to call the place we bought it from, the place we bought it from told us to call the warranty place, the warranty place told us to call Samsung, so it was just a big circle," said Alfred.

Alfred says several technicians did come out.

"They sent a compressor guy out who said 'It's done, it's not repairable,'" she said.

But she says a new refrigerator was not authorized. Instead, the one she had was ordered to be repaired.

"Fixed a couple of leaks, swapped out the compressor, and put Freon in it and it worked for one day," said Alfred.

After several failed repairs, Alfred got in touch with me.

"I just wanted a working refrigerator," she said.

A Samsung representative called Alfred, and offered her a new fridge which she got on December 5.

"We plugged it in and it worked, and we were just as happy as can be. Christmas Day, we woke up and everything was defrosted again," she said.

She called Samsung and they offered to send another technician. Instead, Alfred just wanted her money back. Samsung agreed and sent her a check for 29 hundred dollars.

"I thank you very much for intervening because I don't think it would have happened without your help or phone calls and emails," said Alfred.

Samsung told us: "Samsung values its customers and is committed to providing the highest quality products and customer service experience. We take customer concerns very seriously and we do our best to resolve issues to their satisfaction."

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