10 year warranty but have stopped making the parts

[seajae]

We bought a large 2 door Samsung fridge  6 or so years ago and it came witha 10 year warranty on the compressor. Unfortunately the compressor needs to be replaced but my wife was told they no longer make them so will not be able to fix it leaving us with a fridge that doesnt work but still has s a few years to run on the warranty, The question is with the warranty still in effect are we entitled to it being repaired or if they cant repair it should they replace it, Samsung is a big company world wide so you would expect good back up service but being Thailand can make it a problem as I doubt they will want to do anything that would be a financial loss to them so dont really know where we stand, anyone have any idea of what can be done id all they will say is no longer make a replacement compressor, bad luck and refuse to honor the warranty. Mods, if wrong topic please move

[CharlieH]

If its under warranty, its their problem not yours, that would be my view and if Samung disagree then tell them to put that inwriting so you can refer it to a lawyer and they (Samsung) can pick up the tab for that too ????

[n00dle]

I have the same issue. I have a huge double door Samsung fridge in perfect working condition with the exception of a 1000 baht damper motor that regulates the airflow and temperature between the freezer and fridge side. 

All my vegetable freeze when the motor seizes and Samsung stopped making the part.

[HighPriority]

Id be wanting a replacement.

[KhunLA]

In the real world/USA, that would be repaired or replace with a newer, probably better model.

 

If getting nowhere with the vendor/Samsung, simply have it repaired.   We did recently to one of ours, compressor krapped out, after 13 yrs, and cost ฿1800 to replace.  Shop picked up/repaired/dropped off. 

 

Our smaller frig, and would expect the larger to cost <฿2500 to replace compressor, if needed after warranty.

 

Go over the local vendors head, 'regional', call center HQ ... but if getting nowhere, just have repaired.

 

No need for lawyer or drama.  

Edited February 25, 2023 by KhunLA

[Banana7]

I recommend contacting Samsung head Office in Thailand. Send a copy of the warranty, a letter explaining the diagnosis by their authorized repair centre  and ask for a remedy. If the remedy is not satisfactory, initiate a demand for court order mediation by applying at your local Kwaeng Court, usually located with the provincial court.

 

All documention needs to be in Thai language. The Court will need evidence so best have everything in writing, You don't need a lawyer for mediation. By serving the Court Order for Mediation Samsung will get the message you are serious. After serving the Order, do not accept offers from Samsung outside of the Court.

 

 

Edited February 25, 2023 by Banana7

[connda]

Thank you.  I know what I won't be buying in the future. 

[seajae]

thanks everyone, we did try to have it repaired by the seller but they told us that Samsung no longer make the compressors for our model even though it is no where near 10 years old, go figure.

[mikebike]

4 minutes ago, seajae said:

thanks everyone, we did try to have it repaired by the seller but they told us that Samsung no longer make the compressors for our model even though it is no where near 10 years old, go figure.

Have you done your own search for the compressor on Amazon etc? 

[HighPriority]

5 minutes ago, seajae said:

thanks everyone, we did try to have it repaired by the seller but they told us that Samsung no longer make the compressors for our model even though it is no where near 10 years old, go figure.

Not the seller, as per Bananas advice go direct to Samsung. 

[edwinchester]

If Samsung don't honour the warranty contact your local Office of Consumer Protection. They offer good advice and may even contact Samsung direct on your behalf.

[KhaoYai]

If you can't get any sense out ot Samsung or can't be bothered fighting with them - see a refrigeration company.  A compressor is a compressor and as long as its of a similar rating and will go in, an alternative brand will be OK.

 

Its also very likely that Samsung don't actually make the compressor and its still available as a stand alone through wholesalers - a decent Refrigeration Engineer should be able to help you.

 

Its much the same with car parts - car manufacturers are more or less assembly plants now, they buy parts in and put them together.  When say a clutch, is no longer on the manufacturer's parts list, they are usually available from a car parts stockist and are often from the same manufacturer that made the original part.

[eisfeld]

There is also the possibility that the seller is not being honest when they claim that Samsung does not have replacement parts anymore. Have seen that a couple of times myself. I would definitely ask Samsung directly. After all it's them who is giving the warranty.

[seajae]

have contacted Samsung and ae waiting on a reply, hopefully we will actually get some sort of action and not just the usual thai way of ignoring it

 

[Dazkkk]

On 2/25/2023 at 10:39 AM, seajae said:

thanks everyone, we did try to have it repaired by the seller but they told us that Samsung no longer make the compressors for our model even though it is no where near 10 years old, go figure.

I suspect that Samsung could find a compatible compressor in 5 minutes if they were pushed. It’s not as though the freezer model you have is the only one Samsung produce and many compressors fit many models. 

Edited February 27, 2023 by Dazkkk

[ChrisKC]

Am I right in thinking that it is the Samsung company itself that offers the warranty and that the store selling the product is effectively their agent?

 

A customer is asking the store, to refer the matter to Samsung who honour their warranty in some compensatory way to customer and the store?

[VBF]

On 2/25/2023 at 6:47 AM, HighPriority said:

Id be wanting a replacement.

Exactly. The warranty is a contract that the supplier has signed and should honour, either by fixing or replacing - it SHOULD be THEIR problem, not yours

[The Theory]

Perhaps it is a good lesson for all Samsung buyers, fridge or TV. 
I never buy Korean products, no matter what it is. Same story after warranty is over (TVs). If warranty is long and a common problem detected they easily discontinue the production line and parts support, easy to get rid of. 
 

 

[The Theory]

1 hour ago, VBF said:

it SHOULD be THEIR problem, not yours

You are absolutely right (perhaps in western world), but they politely tell you that "we can not, sorry". 

[NoshowJones]

On 2/25/2023 at 1:43 PM, n00dle said:

I have the same issue. I have a huge double door Samsung fridge in perfect working condition with the exception of a 1000 baht damper motor that regulates the airflow and temperature between the freezer and fridge side. 

All my vegetable freeze when the motor seizes and Samsung stopped making the part.

Samsung are fine for smartphones, but for electrical items, fridges, microwaves etc, they are best avoided.

[BritManToo]

25 minutes ago, NoshowJones said:

Samsung are fine for smartphones, but for electrical items, fridges, microwaves etc, they are best avoided.

No good at tablets either, had a 7" and a 10" fail pretty quickly.

[chilly07]

We had the same experience. Apparently the warantee just covers the motor and as we had a broken thermostat it was cheaper to buy a new fridge

[Adumbration]

On 2/27/2023 at 7:58 AM, seajae said:

have contacted Samsung and ae waiting on a reply, hopefully we will actually get some sort of action and not just the usual thai way of ignoring it

 

Samsung actually have service centres.  There is one in Phuket.  Years ago I had problems with a twin tub.  I just took it to the service centre along with a copy of warranty.

 

They fixed it free of charge...and the problem was actually one of my girlfriends little socks..had come out of the spin dryer and foul underneath in the spinning parts.

 

Handed the machine back over to us, all  cleaned, and with new lint filters, and the GFs sock in a zip lock bag.

 

Just find out where the closest service centre is and then take it there along with your sales receipt and warranty docs.

[Adumbration]

4 hours ago, The Theory said:

Perhaps it is a good lesson for all Samsung buyers, fridge or TV. 
I never buy Korean products, no matter what it is. Same story after warranty is over (TVs). If warranty is long and a common problem detected they easily discontinue the production line and parts support, easy to get rid of. 
 

 

The dual Samsung LED monitors I am currently staring at are 15 years old and (touch wood) still working as well as day one.  The twin tub I referred to in the post above is still going strong also about the same vintage.  Just last week I replaced the drive belt on the main tub.  It was 32 baht on shopee.  The steel frame around the plastic tub is all be rusted away.  But it is still pluggin on.

[DJ54]

1. Samsung washer, ac I’ve bought 8 years and still going…

[The Theory]

1 hour ago, DJ54 said:

1. Samsung washer, ac I’ve bought 8 years and still going…

Right, washers less problems and reasonable prices, but others that are involved with more electronics circuitry such as TVs (they get buyers by great image, but poor electronics design).  
I had worked with well known authorized dealers in the US for more than 20 years. 
perhaps I'll buy Samsung or LG washer only, nothing else. 

[The Theory]

5 hours ago, chilly07 said:

we had a broken thermostat it was cheaper to buy a new fridge

Sometimes cost of repair by local repair guys (if there is any around) is much cheaper than by authorized dealer. It depends on the problem, but minor parts could be provided by those locals as well. 

[thaibeachlovers]

On 2/25/2023 at 11:39 PM, seajae said:

thanks everyone, we did try to have it repaired by the seller but they told us that Samsung no longer make the compressors for our model even though it is no where near 10 years old, go figure.

Then they should either refund you the cost or replace it with a newer one.

IMO they are taking the p...!

[quake]

On 2/28/2023 at 8:03 PM, The Theory said:

Right, washers less problems and reasonable prices, but others that are involved with more electronics circuitry such as TVs (they get buyers by great image, but poor electronics design).  
I had worked with well known authorized dealers in the US for more than 20 years. 
perhaps I'll buy Samsung or LG washer only, nothing else. 

Had a Panasonic washing machine for 10 years, no problem.

[BobBKK]

Just buy a new one?  6 years is about the lifespan of anything these days.