Samsung RSH1DBMH – compensation offer

[iannorm]

After over 3 years of recurring faults with this fridge freezer Samsung have agreed to refund us the original purchase price minus a deprecation sum.

We’ve had the compressor replaced twice and this time the engineer said “no I’m not replacing it again, I’ll send a report to Samsung to say it is not economically repairable”. We haven’t had to pay for any of the repairs – my wife is a very good nagger/complainer – even though the the first fault occurred a month or two outside the initial 1 year warranty.

So we’re waiting to see how much of our original £699 we’ll be offered. Anyone else gone through this with Samsung?

Then of course, the big question, what make/model to go for next! Time for some research I think.

Just thought I’d let people know that sometimes there is light at the end of the tunnel and you can escape the unreliable nightmare of a Samsung FF 🙂

Normie

[iannorm]

Re: Samsung RSH1DBMH – compensation offer

After originally offering to replace the FF, Samsung now deny this was ever an option and are offering £314 – a rubbish sum when I have had this dodgy ff break down 3 times since purchased (1st time within 2 year warranty )…. when I queried this asking how they came to this sum, the customer service person said that she could just close the call without any refund. I have not had anything in writing from them. I asked to speak to ‘Customer Services Manager’ but got no further forward and cannot get any contact name or number for ‘Head Office’.
Please can anyone advise me how to go forward – I want to get away from the ‘Call Handling Customer Service’ and speak to someone who actually does more that read from the script ? Any suggestions?

[kwatt]

Re: Samsung RSH1DBMH – compensation offer

Carl Nicklin is the current UK service manager for whitegoods, full title is SEUK Home Appliances Service Manager.

Address is:

Samsung House
1000 Hillswood Drive
Chertsey
Surrey
KT16 0PS

To be honest though Samsung don’t actually have to make any offer so far as I am aware.

The retailer may have some responsibility however and it may be worth asking them what that they are prepared to do. In order to get anywhere though with any degree of certainty you’d ideally have to prove that the machine was faulty from the get go which usually isn’t easy but, if you have a note of the repairs and when they were carried out you may be able to get somewhere.

In the meantime I’m afraid that you still have to resolve the issue of not having a working fridge. And, you’d probably have to raise a claim with the courts.

What most manufacturers will do is offer a depreciated figure in cases like this from experience and that’s usually based on an internal formula based on the age of the appliance alone as little else can normally be judged with any degree of certainty. What you end up with is a proportion of the original purchase price.

Just like cars as soon as you drive them out the showroom, an appliance loses about half its value as soon as you plug it in. With that in mind, the offer you’ve had actually isn’t that bad to be fair.

I know it’s likely not what you want to hear but I hope it helps.

K.

[Jackal]

Re: Samsung RSH1DBMH – compensation offer

Indeed KWatt is correct.

Bear in mind the law allows provision to go after the manufacturer unless they admit liability which I guarantee they wont. You parted with your money to a retailer somewhere and it is with them they you have the issue not Samsung so any claim must be made against whatever retailer you gave your money to.

One thing to bear in mind, Samsung have made an offer based on the cost of the unit to them now, not the retailers retail figure as the retailer sets that themselves and whenever that was. You cannot seriously expect Samsung to entertain an idea of full compensation to protect the retailers profit margins.

All in all the figure quoted by Samsung, given that they legally don’t have to offer a single penny and age of the appliance, to me anyway, doesn’t seem all that bad at all.

Sorry the above isn’t what you want to hear but that’s just my opinion.

Good luck with your endeavours however.

Regards

Jackal

[Author]

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