A disgruntled customer took to social media to complain about how Samsung handled the replacement of a one-month-old defective refrigerator, noting the exchange was to be made “out of goodwill”.
A member of Facebook page Complaint Singapore said on Tuesday (Sept 6) that their new two-door fridge, which cost S$746, was “spoiled less than one month of using.”
After 11 days of emailing Samsung and an on-site inspection of the product, the household was still waiting for a replacement fridge to be delivered.
What frustrated the customer the most was how Samsung allegedly handled the incident.
“Worst of all, when they confirmed that the fridge has spoiled and needs to be replaced (we are still under warranty), an email was sent to us stating that Samsung is exchanging a fridge out of ‘goodwill’ and we have to sign a contract to acknowledge it,” said the original poster.
She couldn’t understand how a one-month-old unrepairable fridge was being exchanged by the company “out of goodwill.”
Furthermore, they were told that the exchange would take more than 25 days; hence another fridge would be provided temporarily.
According to the customer, the loaned fridge was scheduled for delivery on Sept 5 from 6 pm to 8 pm, but did not arrive.
“We are kena smoked by Samsung so hard. Just left waiting and waiting, have tried calling and emailing. All our food has spoiled, and there’s still no fridge in sight,” said the concerned individual.
In an email to the company, the customer noted they chose Samsung for their new appliance due to the “stellar brand name” and good reviews.
“However, we are utterly disappointed and considering going to CASE (Consumers Association of Singapore) to report this incident.”
The customer is requesting a proper explanation from Samsung for the entire incident, as well as an update on the replacement fridge.
The Independent Singapore has reached out to Samsung for a statement and will update the article accordingly. /TISG