water dispensor really stuck ETC (SAMSUNG RS21 dgrs MODEL)

[bud2604]

Re: water dispensor really stuck ETC (SAMSUNG RS21 dgrs MODE

I just wanted to say a big thank you to the guy from France for taking the time to list all the pictures and making things simple!!!
I too have a RS21 and while it was in the 2 yr catchment broke down and someone came out to “fix” it but didn’t replace the part only defrosted it so it worked until it was out of the garantee (3 months out) again I contacted Samsung who this time weren’t as nice and said that the product is out of garantee and basicly my problem.
So when I read your article again I phoned Samsung up and they said that there is “nothing wrong with their products no faults ever been reported with the RS21’s can’t comment on the way France deal with them”- (which aren’t we still in the EU) -shouldn’t it be the same throughout the company whichever country I live in???????

But anyway………. I found a website that sellss the correct cover to match my model and the future is looking cool and chilled.for now!!!! 😉

[egonvdv]

Re: water dispensor really stuck ETC (SAMSUNG RS21 dgrs MODE

hi bud,

glad i could be of some help.

still, i wonder if samsung can just refuse to fix your fridge for free, just because it’s out of warrenty.

1s) they came to fix it & didn’t do a very good job..
so i imagine you also have some sort of warrenty on a repair job

2nd) we are talking about a design fault here, and not just wear & tear.

as far as i know, when it’s proven that there’s a specific problem with a product, the manufacturer is obliged to get it fixed. even when the warrenty has run out.

and it is clear from the document that came with the new part, that samsung knows about the problem. they DESCRIBE it in there!

apparently the part is quite expensive, so you might wanna push samsung a bit more. maybe send a letter & enclose the document i posted…

good luck in any case!

cheers,
egon

[Mac1982]

Re: water dispensor really stuck ETC (SAMSUNG RS21 dgrs MODE

Ermmmmm a couple of the points you made arent quite correct- if there were any design faults, Samsung would have recalled the affected products.

Also when they say you have a 2 yr warranty- it means 2 yrs nothing more, nothing less regardless of what the fault is on the appliance.

Also within the UK, the sale of goods act lies with the person/ company that sold the product, not the manufacturer.

You can try and push Samsung but to be honest you wont get anywhere.

With regards to the guarantee for repairs- all engineers Samsung use provide a 3 month warranty from completion of the repair. This warranty is not with Samsung but with the engineering company that carries out the repair.

[egonvdv]

Re: water dispensor really stuck ETC (SAMSUNG RS21 dgrs MODE

Mac1982 wrote:Ermmmmm a couple of the points you made arent quite correct- if there were any design faults, Samsung would have recalled the affected products.
.

hi mac

plse read the document i posted. they cleary state that there’s a problem with the part.

as for recalling it; it’s obviously cheaper not to say anything & just
wait for any customers to show up with a problem.

maybe a “consumer rights” organisation could be helpful with this case…?

just my 2 cents of course, as i’m definitely no whitegoods expert 🙂

krgds
egon

[helo_75]

what mac stated is correct. r600a and mac are both very high profile samsung repair agents, if there was a problem theyd admit to it

why , all of a sudden, is every member of the public a consumer rights expert?

we’ll keep disagreeing with you, your wrong

there is no massive design flaw.. generally, its poor engineers who cant seem to find the fault

easily cured, easily fixed, just think of how often that fridge freezer switches itself on/of , defrosts itself over its life time.. if you drove your car for 24 hours a day, 7 days a week at full speed for 2 years, wouldnt you expect trouble?

and all this consumer nonsense?

do you take your car for an m.o.t at 3 years old and then take it back to the manufacturer because it fails?
i think youve just answered your own question

ive said it before and ill say it again , people pay tens of thousands for their vehicle, but they pay for repairs after the guarantee period, but when a £500 fridge freezer breaks down after the guarantee period, they move heaven and earth to get someone else to fix it… FREE and kick off beyond belief

thank you

[egonvdv]

Re: water dispensor really stuck ETC (SAMSUNG RS21 dgrs MODE

i didn’t come here to argue with anyone.

fact is that lots of people have problems with their samsung fridge.
and every time it comes down to the same part being faulty.
(again: see the samsung document…)

maybe you think it’s normal that a fridge breaks down after 1.5 years.

i don’t!

i was luckily to get a repairman who was aware of the problem & who
changed the faulty part.

many others are not that lucky and are being screwed by samsung,
who just say there’s no problem or just come to defrost your fridge

i might not know anything about repairing,
but i do know what a “good product” is supposed to be.

cheers

[Mac1982]

Re: water dispensor really stuck ETC (SAMSUNG RS21 dgrs MODE

Well said Helo.

It is beginning to grate on me slightly the number of peeps these days that think by throwing a tantrum they can get what they want.

Dont think people seem to realise when they waffle on about their so called consumer rights-i use the term waffle as most of the people that try and quote the sale of goods act to me dont seem to know what they are talking about- that the SOG Act lies with the retailer, not manufacturers or engineers.

As I work for a large electronics company and have done so for 5 years I know the policies and procedures as well as the products inside out- there is no way a manufacturer would deny a design fault if there was one.

Helo is correct- there are no design faults with any Samsung appliances- there are however some engineers out there that advise customers of the opposite- These engineers are either not trained correctly on the products or are new to the field.

ATEOTD, customers just dont seem to realise that manufacturers and engineers are running businesses and what can be misenterpreted as us not caring or being empathetic is in fact us working within policies and procedures we have in place in order for the businesses to run and to give customers the best service we can within our limits and means we have available.

[egonvdv]

Re: water dispensor really stuck ETC (SAMSUNG RS21 dgrs MODE

if there’s no design fault, why did they replace the part with a new UPGRADED one?

why do they talk about the problem in the document that came with the part?

why does samsung france (the company, NOT the repairman) admit there’s a problem?

….

[Mac1982]

Re: water dispensor really stuck ETC (SAMSUNG RS21 dgrs MODE

Egon,
For someone that doesnt want an argument you seem pretty intent on getting peoples backs up- we’ve given you advice, if you think you know better than us that work in the industry fair enuff- but why post on the site in the first place?

Samsung UK and Samsung France are 2 completely different companies- i cannot comment on Samsung France’s procedures as i do not work for them.

If you want to complain to Samsung go ahead- they still will not do anything and it will be a complete waste of your time and energy.

One thing I can assure you of- Samsung do not in your words ” screw” customers….

Samsung are amongst the top 20 brands in the world- dont think they got there by giving poor service for some reason.

If you dont want to listen to the advice we’re giving you, fine. But we can all asure you- we are not the people that are in the wrong here.

[egonvdv]

Re: water dispensor really stuck ETC (SAMSUNG RS21 dgrs MODE

ok mac.

rgds
egon

[kwatt]

Re: water dispensor really stuck ETC (SAMSUNG RS21 dgrs MODE

Hi Egon,

I see this is pretty much wrapped up but I feel I have to make the following points regarding this thread and others like it…

egonvdv wrote:fact is that lots of people have problems with their samsung fridge.

It is also a fact that there is a LOT of these Samsung machines out there, many of which have never had a fault, probably running to thousands of units.

egonvdv wrote:and every time it comes down to the same part being faulty.

Not so, there are other faults as well it just so happens that this is a common one and, as such, Samsung have modified the replacement part to try to prevent the fault re-occurring. Do you feel that this is in some way wrong?

It simply depends on how you look at things and, if you just look at the reports on the internet then yes, it does seem the way you describe but, as I often warn people, it is dangerous to jump to conclusions without actual facts to support the conclusions being drawn.

K.

[egonvdv]

Re: water dispensor really stuck ETC (SAMSUNG RS21 dgrs MODE

hi kwat

ref yr comment:

**
Not so, there are other faults as well it just so happens that this is a common one and, as such, Samsung have modified the replacement part to try to prevent the fault re-occurring. Do you feel that this is in some way wrong?
**

just to clarify:

i never complained about MY situation. here samsung was very open & helpful and they fixed it.

but this doesn’t seems to be the case in every country.
that’s why i decided to post my experience.

i’m certainly not here to piss peole off just for fun.

cheers,
egon

[helo_75]

grrrr

all manufacturers state, in the instruction manual, that they can, without any notification to the consumer, change the specification at anythime

that basically means, that a modified part doesnt necessarily mean the original idea of design isnt suitable, it may just be that someone somewhere decided that the alternative part may be easier to supply/fit, or may function better than the original

it isnt an admition of fault or bad workmanship, it generally just means that samsung do care about making things better for you, the consumer

roll on the next ‘ yet ANOTHER faulty samsung’ thread, so someone else can start a non valid argument about something someones friends uncles dad might have heard on watchdog once

selective understanding seems more common than the faults you all seem to create

thank you

[vanillaboots]

Regarding the Samsung side by side fridge freezer
I had the same problem with the water not coming out of the dispenser. Having done a google search, found this website, I followed the advise given here and warmed up the back of the inside of the fridge. Hurray got the water flowing. Fantastic I thought. however, some time later this evening I noticed that the temperature indicator was flashing- not that it showed anything amiss with it but just flashing. I switched it off at the mains then back on again. To my horror found the temperature now to be 16 degrees Help I have now transferred the contents to my spare fridge in the garage and as it is well past midnight now will have to wait until morning then call someone out first thing Damn it I thought I had been so clever – was going to tell hubby that I had fixed the problem now I have just made it worse.

[egonvdv]

Re: water dispensor really stuck ETC (SAMSUNG RS21 dgrs MODE

little update for people who have/had the same problem as me:

if/when they change the part (fan), have them check the water reservoir
as well. about 4 weeks after the initial repair, i noticed mine was leaking.
turns out the reservoir broke due to the frozen water.

cheers.

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