Our fridge died about 3 weeks ago, it just stopped cooling. We're a few months away from the end of the original 5-year warranty (Nov 2017), so we called Samsung to get a repair. They provided us with a few Samsung-approved repair places, but apparently none of them service this kind of fridge - or at least not this kind of situation. We have to go through Samsung for warranty reasons, but they can't satisfy.
What's important here is that they couldn't find a repair place to service us under warranty, and after several calls from us, said they would refund us the original amount of the fridge. We sent them our original receipt, and they started processing the ticket that would result in them cutting a check for us.
The people we've been speaking to at 1800-Samsung (clearly an off-shore call center) can check status, but the people that cut the check - I think they were once referred to as 'the executive team' or something similar - are in a different place, and are not directly reachable. Not by us, and not by the call center customer support people. Customer service can send notes along through the system, but no one has a direct line to reach this 'executive team'. And every time we call them, the next person we speak to says "it should just be another day or so, you should get a call tomorrow" - and we don't. This has been going on for over a week now; today is the 6th business day since they confirmed receipt of our bill of sale.
At the moment, we're okay. We bought a new fridge, and put the old one in the garage (we're not allowed to get rid of it until we get a confirmation of the check being cut). But knowing how the faceless corporations operate, I'm concerned about our ability to ever get satisfaction here. We have no direct line to the decision-makers, and apparently no ability to influence, since we've had customer support send a note every day this week. And we bought a new fridge, which will eventually need to be paid through the refund check we're supposedly getting.
What should we do here, besides wait it out some more? The check we're supposed to be getting is $1899; the new fridge we bought is a few dollars less than that. We also have a separate ticket open for money back for all the food we lost because of their shoddy product, but I'm less concerned about that at the moment (though I'm sure we'll be facing this same 'what do we do after weeks of waiting' situation soon). I've never tried to go after a corporation before but I'm willing to play hard ball, if the risk and the money involved makes sense. We're in Massachusetts, US.
Thanks in advance.
Submitted June 30, 2017 at 04:30PM by CaptHandsome http://ift.tt/2stTYtX legaladvice
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