Samsung RS21DGRS Ice Build Up problem

[Mike-in-Horwich]

Re: Samsung RS21DGRS Ice Build Up problem

It’s been a while since I last posted on here. To be fair, my last but one post stated that I’d not post again……..but having previously broken that promise 😆 I’m about to repeat the break.

I recently found out about the watchdog program and telephoned Samsung to register my request for the repair. I’m at about 4.5 years from d.o.p. I’m honest so explained how I had, back in Dec 2006, modified the fan assembly by installing a 12v computer fan as the Samsung (replaced) unit had failed 8 months after it’s installation under the warranty. So, I’m on my second evaporator unit and it’s failed back in Dec 2006.

I did agree at that time to purchase the assembly (£95.83) but couldn’t find a company to supply and fit. Samsung’s final suggestion was to look in the yellow pages. I tried. Still no luck. I still have the names and ‘phone numbers of the companies I contacted.

As I explained on this site back in late 2006 my solution wa sthe d.c. fan. It still works by the way – the same original fan.

However, Samsung have said that as I’ve modified the unit I have broken my warranty agreement. I find the logic of that somewhat strange as the warranty had expired after 3 months on the replaced unit and after 2 years on the fridge generally.

I suppose, back in Dec 2006 I should have switched the unit off, stored it in the garage awaiting a possible Watchdog investigation whereupon I could have then called Samsung out to replace having NOT broken my warranty terms. :rolls:

It would be worth noting therefore, anyone who reads this post, that removal of the evaporator cover even for the purpose of using the hairdryer to defrost the block of ice would likely constitute a “breach of the warranty” and hence invalidate the free retro-fix Samsung have been manipulated into offering as a result of the Watchdog program.

Am I bitter? NO. My fridge has operated since my fix with only the occasional need to defrost the ice.

Would I buy Samsung again? Not a hope. Mainly based upon their after-sales service failings rather than the quality of the product.

[kwatt]

Re: Samsung RS21DGRS Ice Build Up problem

Any manufacturer is the same and will act in the same manner quite simply as they’re not going to sort out other people’s messes.

You may think it’s a good fix, it could well even be so, but the fact is that the specification of the machine has been changed with non-standard parts and that means that it would not be possible to warranty any repair. It also means that whoever calls first has to make good whatever has been done, then repair the actual fault.

I’ve said many, many times on here, if you alter the specification in any way, install the appliance incorrectly or use it inappropriately then do not expect any form of warranty or help as, you won’t get it.

In this case I’d agree with Samsung and, if I called to a machine (and I have) that has a botched up repair done on it, I’d walk away as it’s not my job to sort out other people’s lash up jobs as well as effect a repair. Same thing where machines are not correctly installed, we walk away, not our problem. So, even had you not told Samsung the engineer would have called and in all likelihood just walked away from it on seeing the machine.

Had you had the machine looked at by a Samsung agent rather than going for a DIY fix then there wouldn’t have been an issue, Samsung would have had to provide you with a repairer. It really is that simple but, it was your choice to alter it.

K.

[Mike-in-Horwich]

Re: Samsung RS21DGRS Ice Build Up problem

Kwatt,

In every case where an unauthorised fix has been applied I would agree, the warranty has been invalidated.

My case is however more complicated than that.

First, the part I modified was, as stated by Samsung “out of warranty”. It was 8 months old and they only offer a 3 month warranty on replaced parts.

Second, the entire fridge was out of warranty at the time their replacement evap. cover failed.

Third, I did agree with Samsung to purchase the part but I honestly couldn’t get a local company to supply and fit. Samsung technical department did, reluctantly, supply me the part number. I did contact their authorised supplier and they did quote me a price of £95.83 – but would only supply the part not fit it. Samsung would then only suggest I look in the yellow pages and each company listed refused to get involved. I still have the names and phone numbers of those companies.

Now moving on, I fixed the main issue and was happy for the next 23 months. Watchdog’s involvement caused Samsung to “extend” the warranty. In so doing they now claim my fix invalidates that warranty. This is akin to increasing the minimum sentence for, say, rape to 20 years and then retrospectively applying this to all jailed rapists who have previously been sentenced with lesser time. It just wouldn’t happen.

I believe also that part of the corrective replacement involved a thermal fuse. I’ve not amended this part at all so I asked Samsung to attend and replace that element. They refused.

In summary, I had a failed unit, I sought Samsung’s assistance and agreed to pay, they were unable to help, I fixed the problem, they acknowledge a design failure and then refuse to honour their committment citing warranty violation.

It stinks.

[iadom]

Re: Samsung RS21DGRS Ice Build Up problem

Mike-in-Horwich wrote:

Would I buy Samsung again?

As an ‘expert’ on whitegoods, would you recommend a Proline dishwasher. :rolls:

[Mike-in-Horwich]

Re: Samsung RS21DGRS Ice Build Up problem

How many sugars in your tea?

Nice one iadom 😆 😆 😆

[iadom]

Re: Samsung RS21DGRS Ice Build Up problem

Mike-in-Horwich wrote:How many sugars in your tea?

Don’t take sugar, I’m sweet enough, or so I am told. 😉

[Mike-in-Horwich]

Re: Samsung RS21DGRS Ice Build Up problem

UPDATE:

Samsung have very decently agreed to retro-fix the evap. cover (and fan), defrost heater and, I presume, thermal fuse as part of the warranty extension brought about by the Watchdog program.

This has restored my faith in Samsung; helpful to both of us I’m in the market for a LCD t.v. and Samsung’s look amongst the best to me.

I hope to have a perfect fridge again later this week.

WELL DONE SAMSUNG. YOU DESERVE A ROUND OF APPLAUSE.

Mike

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