I called about a loud fan problem. They just came to my house to ask me if I tried defrosting the ice myself. I had, so then he felt no need to get inside the fridge and take a look. He only opened it to take a photo of the model # on inside of fridge. I could have provided all of this info on the phone! I told them this and they would not reduce my fee for the initial diagnostic call. That was a waste of $100 and an unnecessary house visit in the time of COVID. I asked if they could reduce the charge, given the wasted visit. They wouldn't. I have also followed up with an e-mail but have not received a response. Very disappointing.
- Company Response
We determined the issue with based on the history that you provided about the issue and the remedies you tried, like opening the panel and using a blow dryer to defrost the ice that built up around the panel. Our technician asked you and you confirmed that there were some cracks on the panel. A cracked panel on a Samsung refrigerator like yours should be replaced as the cracks would affect air circulation, especially if you defrosted it once already and it didn’t fix the issue. You asked tech if he may need to open the panel, he told you it is not necessary considering the pre-history you provided as I I believe that you were probably serious about having to defrost it once already, but I still offered that I can open the panel to see and to make service call more justifiable for you, you said it is okay if tech sure that that what needs to be done.
A sensor replacement is recommended by Samsung when there is a frost buildup issue in the refrigerator section as those sensors tend to malfunction, therefore since we would be replacing a panel we would replace sensor as well to provide you a full service that would assure as much as possible that issue is resolved. Without having to come back later with a sensor and charge you labour again, when we could’ve replaced it in the first part installation visit.