I contacted the service support, and they advised me to shut down the fridge for a minimum of four hours to resolve the issue caused by ice buildup. They assured me that if the problem persisted, I should repeat the process. I was concerned whether this was a common problem with Samsung refrigerators. Despite my request for an engineer visit, the support agent initially denied it.
After multiple requests, the agent finally arranged for an engineer to visit my home. Upon inspection, the engineer acknowledged that the fridge was not working properly. However, after examining all the parts, the engineer concluded that they were in good condition and left without performing any troubleshooting. He did adjust the fridge temperature to the minimum setting and left with the fridge parts and motor exposed. I had to call him again, and he promptly returned to fix the issue. I appreciated his polite demeanor and willingness to assist.
The next day, I noticed that the fridge had not been cooling adequately, as we hadn’t used it much throughout the day. The engineer visited once more and acknowledged the insufficient cooling. However, he assured me that all the parts were functioning correctly and that the fridge temperature, at 9.8 degrees, was within an acceptable range. He reset the fridge and informed me that he had increased the temperature by 20 percent from the backend to improve its performance. He suggested keeping the temperature at the minimum setting constantly, even though it seemed counterintuitive to run the fridge at such a low temperature to compensate for its inadequate cooling.
He again called me and set the temperature on minimum and record 13.8 degrees after more then one hour of checking and putting the thermometer in the fridge chiller and also confirmed that there are issues and cooling is insufficient. and told me that he will send an email to samsung and they will reach me within few days.\
I received a call from Samsung customer experience manager, and she told me that she will initiate and replace the fridge on Monday. and requested one more engineer visit. Another engineer visited and checked everything and told me all parts are fine. He even checked electricity voltage and power at my end and confirmed all are fine and cooling is less, but all parts seem okay. Then he said he will share details, i received a call that Samsung is working on this.
Then after a few days I received a call that the fridge is working fine as per them and nothing will be done.
This is really disgusting that Samsung is conducting multiple engineer visits just to avoid the problem and not to replace the fridge. I bought a fridge from Electronics paradise raja puri dwarka and their support is also disgusting. I took so many leaves from the office to present there and all in vain.
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