PITTSBORO, N.C. (WTVD) --When you buy a new appliance, you expect it to work. But this wasn't the case for Nancy Marrow and her brand new Samsung refrigerator.
"It has everything, but it doesn't work," Nancy said.
Nancy really enjoyed her new Samsung refrigerator until it stopped working.
"About middle of January, the 20th, everything just started thawing out so badly," she said.
Nancy said the unit stopped cooling. Since it was under warranty, Nancy got in touch with Samsung, and a technician was sent out within a week to repair it. But Nancy said the fix didn't work for long.
"It did not work and nothing was cooling," she said.
So Nancy was back to square one, still without a working refrigerator. Another technician did come out to look at it.
"They said it was not repairable. 'Good news, you are going to get a new refrigerator,'" Nancy said.
While it seemed like good news, Nancy said approval for the new unit was taking it's time.
"We've been living out of a cooler," she said.
Nancy had to use coolers on her porch to keep her food and drinks cool.
"It's terribly inconvenient," she said.
After weeks of waiting, Nancy got in touch with me.
"After Diane got involved, I got an email from Samsung, they said go down to Lowes and pick out your new refrigerator and that's what I did," Nancy said.
The new appliance was delivered the next day, and Nancy says she couldn't be happier.
A Samsung spokesperson released this statement:
"We have reached out to Ms. Marrow, apologized for her debacle and resolved the matter to her satisfaction. We strive to deliver the best possible experience to all Samsung customers, and we encourage anyone with any product question to contact us directly at 1-800-SAMSUNG."
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