Home » Problem Solved » I want a $1,100 refund for my Samsung electric stove.Why can’t I get one?
As hard as he could, John Hudson couldn’t get his electric range to work.It doesn’t matter which button he presses or how long he stays on the phone and gets tech support.The device will not operate.Samsung was also unable to diagnose the problem.
The back-and-forth between him and Samsung shows months of painstaking efforts to fix the faulty device.It ended with Samsung raising its hands – and Hudson took drastic action to address the issue.
But Hudson’s troubles are also a reminder of how the repair and refund process works, not just Samsung.If you want to get a refund for your Samsung electric stove, you must follow these steps.But sometimes, you can do all the right things and still not.
“I hope you can help me,” Hudson wrote in an email.”Oven controls don’t work on my electric stove.”
The first technician found nothing wrong with the electric furnace.Hudson called again, which prompted them to come back twice.But the next two technicians couldn’t find anything either.
I suspect Samsung sensed his frustration and offered “accommodation” – which Hudson interprets as a replacement.
After all, he received an email from Samsung that clarified what “accommodation” meant.
Instead of refunding his Samsung electric stove, the company offered — yes, another service visit.
Unfortunately, Samsung will not be able to honor your refund request because the technicians did not find the device to be defective.
“Samsung failed repeatedly,” Hudson complained.”I’ve done everything the company asked me to do. But the last visit from the technician was the last straw. 3 is not enough, what about 4?”
This is where the interesting twist of the story takes place.Hudson had planned to sell the condo.But he couldn’t remove the broken part of the electric stove.So instead of returning to Samsung for the fourth time, he bought a new series and decided to complain to the company.
As an update, I sold the apartment the collection was in and had to buy a new collection to replace the faulty collection.
I’ve done everything Samsung asked me to do.I want to leave it behind and get a refund for the defective Samsung series.
And what about Samsung’s response?According to the paper records he sent me, nothing.The company seems to have given up.Hudson said Samsung’s refusal to communicate by any means other than phone calls meant the paper records didn’t give the full picture.
So now Hudson is stuck on a non-working electric stove.And that’s okay because he’s already replaced.
A little insight from someone who has been advocating for the case for nearly three years.”Accommodation” is a meaningless phrase that means “we might be able to help you”.It gives customers hope that they might get what they want.But this rarely happens.
When a customer reads the term “lodging,” it usually means that the company is playing a game.The company knew it was doing something wrong — at least in the eyes of consumers — but it didn’t want to promise anything specific.
So if you hear the word “accommodation”, ask the company to be specific.What kind of accommodation?Ask them to email you a quote.
If you don’t get a specific written commitment, you should assume the company won’t do anything about it.That’s what I thought when I read Hudson’s email thread.Unfortunately, I was right.
Samsung offers a one-year limited warranty on its lineup and a one-year warranty on glass cooktops.On some devices, it offers a five-year warranty.
The return process is a bit confusing.Samsung instructs you to log in to the Samsung website.Click “My Orders” and then click “Return” next to the item you want to return.You need to select a reason for the return.Then click “Continue” and print a return label.From the time you start the returns process, you have 15 days to return your item.
But what about big-ticket items delivered to your home, like an electric oven?Samsung says the process is the same, except you have to return the item to the store.For example, “Items picked up at a Best Buy store must be returned directly to the Best Buy store within 15 days,” it said.If you bought the device from the Samsung store, you will need to return it to the same store.
If Samsung authorizes a refund, it appears that Hudson will be required to return the device to the retailer at its own expense.
But before we settle on the case, let’s take a look at Samsung’s return and refund practices.
When is the process not going well?When Samsung refused to return the device and insisted on repeated repairs.
An analysis of the Samsung complaints I’ve received shows that most appliance complaints are similar to Hudson’s.The customer asks for a refund after trying to resolve the issue in good faith.But Samsung wants to keep trying to fix broken devices.The process can take weeks or months.Often, third parties are involved in handling installation and removal, which adds to the complexity.
Bottom line: If Samsung greenlights your refund, you’re fine.If not, be prepared for a long wait.
After Samsung approves your request, you should receive a refund to your credit card within 5-7 business days.However, it can take longer to show up on your credit card statement, sometimes as long as two to three months.
If you paid by cash or check, you will need to contact Samsung’s customer service department for refund arrangements.These alternative payment methods can also extend the refund period.Give Samsung at least a month to process these refunds.
Samsung said it can take up to 10 business days after items arrive at its warehouses to review devices and initiate refunds.If you want to know the status of your refund, you can check your order details in “My Orders” on the Samsung website.
We have a dedicated team of researchers who look up the names, phone numbers and email addresses of company executives.Here are the Samsung executives.Many clients are reluctant to contact the manager, which is unfortunate.A brief, polite email often resolves a seemingly unsolvable problem.For example, I think this issue with Samsung TVs could have been fixed with a quick email to executives.Instead, my advocacy team helped this reader.
If you buy your device through a third party, you have leverage.Samsung may be subject to this third party.But guess what?You can enlist the help of a third party.You might be more fortunate to deal with a company like Best Buy than to deal directly with Samsung.A few years ago, I had a strange case where a malfunctioning refrigerator was lost on its way back to the warehouse.Ultimately, Best Buy offered a full refund.(I’m not sure if it found the fridge.)
That’s always true, but especially so for Samsung.I reviewed hundreds of cases.They have one thing in common: Samsung is following, forcing customers to wait.You have to persevere and outlive the company.Here’s my guide on how to fix any consumer problem.This Samsung customer’s perseverance has certainly paid off when his washing machine broke and needed repairs.But seriously, don’t give up.You’ll hear this again in a minute.
Hudson’s Samsung electric stove is under warranty, so the company should either fix it or give him his money back.
Here’s the catch: Like other appliance makers, Samsung can decide how to honor its warranty.Will it be repaired, replaced or refunded?
In my experience, appliance companies always try to repair because it’s the cheapest option.I’ve had cases where the company tried several fixes before moving on to the next option.
Not surprisingly, Samsung doesn’t want to offer a refund.But to my surprise, it seemed to stop responding to Hudson’s requests for help.
It appears Hudson is trying to escalate his case to a Samsung executive.But the company continued to hold on to a fourth repair — even though he had given up on the range and sold the apartment.I wonder if anyone bothered to read his email.
I contacted Samsung on behalf of Hudson.A representative called him and agreed to refund $1,100, the purchase price of the equipment.
Rather than chalking up the issue to “corporate intransigence,” boil it down to a case study on the power of persistence.After four repair attempts and a wall of silence, Hudson didn’t give up.Sometimes, if you want a company to do the right thing, you can’t give up.
I am very interested in your ideas.When a company claims its product works, but it doesn’t, what can you do?Comments are open.
When artist Aren Elliott read a draft of this story, he immediately thought of a cursed oven from hell.Interestingly, me too.”This bad boy is breathing fire instead of electricity to heat your meals,” he said.
Producer Iden Elliott thought it would be fun to have the actor stand up next to a real toaster oven before destroying it.”Next time,” he promised, “I’ll fry a real oven.”
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Post time: Jul-14-2022