No warranty on new fridge broken door handle

[rh1]

Imagine breaking anything on this fridge....

View attachment 1693273

Lol, is that vinyl wrap or hand painted?

 

[SHL]

Lol, is that vinyl wrap or hand painted?

Hand-painted.

 

[Steamy Tom]

Can anyone please explain to me how warranties are supposed to work?

Do I have any rights if my new fridge (now 4 months old) door handle just breaks off in my hand.

The store I bought it from says that their supplier does not cover the door handle under their warranty.
("It's an accessory")

Also to get a quote for a replacement part I must first fork out R650 for the supplier's technician to come out.

So both the store and the supplier were unable to help me.

No other avenues seem to be available except for buying a new door handle for R825 from a third party.

This seems to be the norm but is it right, and does it comply with the consumer protection act. etc?

what fridge make and model?

 

[Bliksis]

Yes, do some home work and walk in there demanding justice, take a Karen with you if need be

https://labourguide.co.za/general/the-consumer-protection-act-your-guide-to-consumer-rights-a-how-to-protect-them#:~:text=Consumers%20are%20permitted%20to%20return,inferior%20quality%2C%20unsafe%20or%20defective.

And then when they laugh at you and Karen? Or is Karen a legal representative you pay for?

 

[UB40]

And then when they laugh at you and Karen? Or is Karen a legal representative you pay for?

No one questions Karen. Ever

 

[cobuss]

It is a R25000 Samsung

Here is my interaction with Samsung. :

Good day, my name is *****. How may I assist you?
‎12:26 PM

Hi *****, my samsung fridge handle broke off this weekend. I bought the fridge from ***** this past december
‎12:27 PM

What should I do?
‎12:29 PM


Thank you for reaching out, *********. I will be assisting you regarding this, I apologize for this inconvenience. Please advise where you are currently situated? I will be referring you to our Authorized Service Centers nearest your location for further assistance.
‎12:29 PM

I live in Centurion, GP
‎12:31 PM

Please refer to the following: > MARIRI TRADING 68 T/A PRETORIA APP & TV PRETORIA, Address 75 RETIEF STREET, 0116 Operating Hours 0800-1700 Phone Number012 327 5169/70 > PANDODOX PTY LTD Pretoria, Address Harrier Place Ground Floor 179 Dyer Road (off Lynwood road) Opposite Hillcrest shopping centre, 0083 Operating Hours 0900-1900 Phone Number010 140 1780
‎12:33 PM


They will surely assist you further.
‎12:34 PM

Will it be done under warranty?
‎12:34 PM


It will not, as physical damage voids the warranty of your unit.
‎12:39 PM

What physical damage? The door handle is a defect.
‎12:40 PM

Are you saying that my fridge warranty is now void because the door handle broke off?
‎12:42 PM


That is correct.
‎12:43 PM

So the warranty is then actually completely misleading, because it is voided as soon as something breaks? Are you being serious right now?
‎12:44 PM

Physical damage voids the warranty.


I apologize for this matter at hand.
‎12:49 PM

Define physical damage.
‎12:50 PM


In warranty terms, "physical damage" typically refers to any harm or impairment inflicted upon a product due to external factors such as impact, mishandling, or exposure to harmful elements. This damage can be visible or internal and may affect the functionality or structural integrity of the product.
‎12:51 PM

Ok well its not any of the above. There was no impact, mishandling or exposure to harmful elments.
‎12:52 PM

It's a simple waranty claim.
‎12:53 PM


I completely understand. However, fixing the door handle is not covered by warranty, ******.
‎12:55 PM

What is covered by the warranty?
‎12:56 PM


Workmanship Errors: If a product fails due to errors in assembly or manufacturing processes, the warranty may cover the cost of repair or replacement. Functional Failures: Warranties typically cover failures that prevent the product from performing its intended function. For example, if a laptop screen stops displaying images or a refrigerator fails to cool properly, these issues would likely be covered. Duration of Coverage: Warranties specify a certain period during which coverage is provided. This could range from a few months to several years, depending on the product and manufacturer. Limited Lifetime Coverage: Some warranties offer limited lifetime coverage for certain components or aspects of a product. However, it's essential to read the terms carefully, as "lifetime" often refers to the expected lifespan of the product, not the owner's lifetime.
‎12:58 PM

I would argue that this falls under manufacturing process. The fridge is 3 months old and its handle broke off. This is a R25000 fridge.
‎1:00 PM

I completely understand, *****. I would also be frustrated after spending a lot of money on a particular product. However, the door handle is not covered by the warranty.
‎1:02 PM


Please confirm if you are still connected to this chat session? Please note that if no response is received within 3 minutes, this chat will be terminated. You are welcome to initiate another chat.
‎1:05 PM

Tell me, what happens if the we buy n new fridge and the handle breaks off on the first day.
‎1:08 PM


You would have to take it back to the store, so that they can book a service call for you, through contacting us, and our service technicians will do an assessment and evaluation of the unit, and then advise you further regarding the way forward.
‎1:11 PM

But not 3 months later, only the first day?
‎1:12 PM


That is correct, ******.
‎1:13 PM

What is the cut off time then.
‎1:14 PM


You can also contact the store and advise them to log a call for you.
‎1:14 PM

I will contact the store

thanks
‎1:14 PM


No problem at all, *******. I really am sorry about this matter at hand. Is there anything else you would like me to assist with?
‎1:15 PM

No

 

[Snyper564]

Return it (go directly to the manufacturer) and buy a Bosch. All parts are listed online and you just pick the part you need. No need for a technician to come out.

spot on our Siemens chiller drawer needed to be replaced after 8 months came out and replaced free of charge.

 

[akescpt]

My fok. I never knew a handle is an accessory…

 

[Bliksis]

My fok. I never knew a handle is an accessory…

That's how they scam people these days, and there is not much you can do.

 

[cobuss]

what fridge make and model?

Samsung RT50K6531SL

PS: The store really put in a good effort to assist me, but it sounds like their hands are tied.
They found me a supplier for the part for under R400.
I'll pay that just to get this over with.

I think the whole process is messed up.
Other appliance repair guys said that Samsung is "difficult". Thats a nice way of saying it.

 

[azboob]

So not only is it not covered but your fridge no longer has a warranty either? Contact Samsung International HQ.

 

[Snyper564]

To be honest OP I would reach out to the store first. When we bought our fridge from Hirschs they dealt with everything

 

[Major Bowner]

Thanks for sharing this. Samsung will lose a lot more than R450 or whatever the handle cost.

 

[cobuss]

To be honest OP I would reach out to the store first. When we bought our fridge from Hirschs they dealt with everything

The store has to deal with Samsung and does not seem to offer any warranty other than that of the manufacturer, even though this seems to violate the terms of the CPA. The store support was very good but like I said, it seems like the support/customer service guys (as great as they may be) are bound by the policies of the store and supplier agreement.

These policies are understandable in cases where a product has been abused or missused, but they screw over the average cosumer.

 

[Snyper564]

The store has to deal with Samsung and does not seem to offer any warranty other than that of the manufacturer, even though this seems to violate the terms of the CPA. The store support was very good but like I said, it seems like the support/customer service guys (as great as they may be) are bound by the policies of the store and supplier agreement.

These policies are understandable in cases where a product has been abused or missused, but they screw over the average cosumer.

TBH I would raise hell on principle I know the amount isnt much but a few twitter and FB and hello peter posts might put this to rest VERY quickly

 

[Supervan II]

Samsung RT50K6531SL

PS: The store really put in a good effort to assist me, but it sounds like their hands are tied.
They found me a supplier for the part for under R400.
I'll pay that just to get this over with.

I think the whole process is messed up.
Other appliance repair guys said that Samsung is "difficult". Thats a nice way of saying it.

Which is why I would never by another Samsung appliance again!

We had a National Panasonic microwave that lasted 26 years. When the turntable motor packed up we decided to rather replace the microwave rather than repair the old one - BIG mistake!

After less than two years the paint/coating on the inside of the Samsung started flaking off - bear in mind that the wife ALWAYS covers everything before cooking and afterwards wipes off the entire interior AND leaves the door ajar after use.

Samsung refused to entertain a claim and, to add insult to injury, offered us a R400 "discount" on another Samsung. I told them to stick it where the sun don't shine and immediately went out and bought an LG.

The LG is still working faultlessly and is in perfect condition.

 

[cobuss]

Thanks for sharing this. Samsung will lose a lot more than R450 or whatever the handle cost.

Samsung has been added to my list of brands to avoid out of principle.
I like the product but the after-sale support makes it a liability.

Ford, LG, Discovery Insure, Samsung

 

[Jet-Fighter7700]

interaction with Samsung is like a Chat GPT bot, had something similar from MTN when my Sim swap took forever and a day.

but a simple Door handle, makes you sound like a bodybuilder ripped the door off with brute strength

thats the way I felt when I ripped the door panel off a Renault Kwid rental I once drove.

 

[DapperDanMan]

There was no impact, mishandling or exposure to harmful elements.

Except to the vice grips that Cobus has for hands.

 

[cobuss]

Except to the vice grips that Cobus has for hands.

Check out these pics. You see the white markings on the inside of the handle, that is what keeps the handle attached to the fridge. (There was one on each side).

Strangely enough there are 4 of those at the bottom part of the handle where you'd never pull it.
I'm not an engineer, but that seems like a rookie mistake in design.