Samsung Fridges Slammed On BBC's Watchdog

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On last night's Watchdog Samsung were slammed for problems with their American styled side by side fridge freezer, the RS21. The show basically stating that customers can experience a noise and lack of cooling in the fridge due to an over frozen fridge evaporator. On top of this the model was shown to provide inaccurate temperature readings in the digital display panel.

Samsung did give a response that offers their customers a free repair if required.

Consultant engineer Malcolm Robbins who was featured on the show said that, "This fridge has a fundamental design fault because water which drains from the evaporator coil during defrost cannot escape. Ice forms on the coil, grows back to the fan, hits the fan blades and stops the fan running. After that the fridge won't work." Mr Robbins went on to say that he didn't think it was right that customers should have to pay for repairs and that the fridge was not 'fit for purpose'.



Watchdog contacted some fridge service engineers and seven out of the ten called were familiar with problems on this Samsung fridge.

Samsung did apologise in a statement to Watchdog to any of its customers who have experienced this problem with an RS21 fridge-freezer.

Samsung has now introduced an improved model of the RS21 and notified all Samsung certified service engineers of the improvement process and parts required.

Having reviewed the cases featured in Watchdog and its service policy with regard to the RS21, Samsung will now provide an extended five-year warranty from date of purchase in respect of this fault. This will entitle any customer experiencing this fault to receive a free service engineer's visit and repair. This extended warranty is now in effect.

Samsung would ask any customers who have this problem with their RS21 to call freephone on 0800 988 0123, to arrange for it to be repaired under this extended warranty. Samsung would like to reassure all customers of its commitment to quality customer service and would ask anyone with questions to call the number above.

The full story from Watchdog can be seen from this link 

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Riccardo
I have the same issue. My fan was hitting ice as the heating element had broke. I had a Samsung engineer out to fix it. Now my compressor has broken. After speaking to the manager there he said it's a known fault. He said the compressor is covered by a 10 year warranty but I have to pay for the call out charge and labour. Even though it's a known fault in my rsh1 fridge freezer Never buying Samsung again
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darren101
Hi, Has anyone got anywhere with this problem yet?My fridge is a RSH1DBRS made after Oct 2009 with the following issues fridge not holding temperature, ice collecting at the back of the lower part of the fridge, noisy fan and water collecting in the tray.Samsung have said my SN number is after the extended 5 year warranty due to the know fault, so cannot provide any warranty support.Samsung have not been very helpful, apart from expecting me to pay for the repairs to a known fault that, they have not fixed yet!Has anyone else had similar issues with a Machine produced after June 2008? Thanks Darren
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rosemarie menzies
We bought ASamsung Model REFUS RSAID in France on 16.3.2012.The bottom drawer of the freezer constantly ices up and we end up with pools of water on the kitchen floor.It is difficult to explain in French this problem without any techical knowledge.We have read reviews of this side by side model and it seems there are lots of problems. Any advice appreciated.
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janjay
similar problem with RS1 DBMH model have paid for two new evaporator heaters to be fitted and the problem has just happened again -each repair lasts about 18 months. Has anyone had any luck with Samsung on this model
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moejoee
[quote name="Karen01"] I have the same problem with my fridge/freezer and only just managed to get ours replaced after samsung sent out a service agent agsrefrigeratio n who reported a fault with the insulation at the back of the cabinet had burnt away due to the position of the cabinet they wanted to do some sort of repair but the company put in a report and we were offered an exchange.
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Karen01
Hi quan, I have the same problem with my fridge/freezer and its not even 4 yrs old the noise is so loud that its starting to worry me it stops when I open the freezer door but as soon as I close the door it starts again, I had no idea that so many people have had this same problem I now understand it is a manufactures fault but I only had a years warranty when I purchased this item so I'm now wondering how we as unhappy customers get Samsung to address this problem regarding their products. Any advice greatly welcome!
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Quan
Hi I have the exact same problem with the RSH1DBMH model. Phoned Samsung, they are not taking any responsibility. TTT said :
Same problem on samsung RL model! Samsung refused to take any responsibility despite admitting manufacturers fault for this problem on RS models. I have already paid for Samsung approved engineer's £150 repair and 1 year after same problem occurred. I am left without a solution to this repeated problem.I have contacted samsung customer services again today but they still deny responsibility. I will be suing Samsung so please contact me if you are in a similar position and wish to pursue this further.

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Mel Smith
Our freezer keeps beeping and going into power freeze mode at -25. Can anyone advise what is the problem?
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Be ky
I called Samsung today and they were very helpful, as I have been having the same issue that the whole of the fridge freezes up and there is no running water from it. . The lady said they are aware of the faults with these fridge/freezers and will send an engineer out to fix the problem. Just have to wait and see whether the engineer appears.
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Neoss
TTT said :
Same problem on samsung RL model! Samsung refused to take any responsibility despite admitting manufacturers fault for this problem on RS models. I have already paid for Samsung approved engineer's £150 repair and 1 year after same problem occurred. I am left without a solution to this repeated problem.I have contacted samsung customer services again today but they still deny responsibility. I will be suing Samsung so please contact me if you are in a similar position and wish to pursue this further.
Hi, we have the RL model and seem to have the same problem as well as the digital panel not working at all now whatsoever. Have called Samsung just at the end of warranty period, having bought at comet and them going bust I didn't have any proof of delivery and Samsung didn't authorise any repair as they only see proof of purchase. Now we can see all food getting stale in the fridge and water droplets in them.

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