After NBC4 Responds helped a Virginia woman get a refund from Samsung, a Virginia man contacted us with the same problem: A refrigerator that doesn’t make ice.
Ernie Stellings’ $1,800 Samsung refrigerator is in the garage collecting dust.
He didn't expect to buy a top-of-the-line model with an ice maker that doesn't work.
“I shouldn't have to chisel my ice out and I shouldn't have to buy ice for five months,” he said. “The ice maker should just work.”
He said he contacted Samsung numerous times and each time was told to try various adjustments. None fixed the fridge, he said.
When he was watching News4 a few weeks ago, he saw how NBC4 Responds helped a woman get a refund for another Samsung refrigerator that also didn't make ice.
“Twenty-nine calls, seven service calls, Feb. 3 I wrote you guys, and then you guys wrote back on the seventh saying that you had contacted Samsung, and then literally the eighth I get an email, I’m actually in Dallas on a trip, and they’re, like, please call us, reference this thing. I called her, and they issued the refund for all of it,” Stellings said. “So you guys saved it! You made it happen in one day what I couldn't get done in three months.”
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A Samsung spokesperson said it’s a very rare issue.
"We regret the experience that Mr. Stellings had with his fridge,” Samsung said in a statement. “His experience was rare for the many Samsung refrigerators solid in the U.S., and we have followed up with him and resolved the matter to his satisfaction. We aspire to have best-in-class service for all Samsung customers, and in an effort to constantly improve our processes, we are carefully reviewing his experience. We encourage any customer with questions to contact us directly at 1-800-SAMSUNG so that we can help."
Samsung refunded Stellings 80 percent of the cost of his fridge. It was prorated.
Samsung also said its owner’s manuals for all of its products contain tips on how to solve problems.
