SaferProducts incident

Failure type

Electrical shock / short

Incident narrative

SaferProducts.gov consumer incident report 20200618-C660F-2147371624. Matched catalog product: Samsung RF263BEAESR. Incident: We have been dealing with issues with our Samsung appliances since we bought them in 2016. The refrigerator's ice maker freezes up, does not produce ice, leaks to the point it causes damage, and does not maintain safe food temperature. The stovetop range also does not keep correct temp and the dishwasher fails to dispense the detergent, thus failing to clean anything. We opened up tickets regarding the fridge and dishwasher back in 2018. The only reason we waited was that I was pregnant with twins and then dealt with the sudden death of my father. Since then, we've had multiple ticket numbers open with them: [REDACTED]. None of these resolved the defect issues. A few weeks ago I reached out again to resolve the fridge issues, I was assigned to the French Door Action Team and was told by [REDACTED] that I would be provided a full refund plus sales tax (documented). Since then I have had my ticket number canceled and reopened repeatedly. My newer ticket numbers are [REDACTED]. In those tickets, I was guaranteed a full refund plus sales tax ($1616.99) if I submitted my receipt of purchase, which I did multiple times. I was then told I would receive a prorated amount of $1427.30 ([REDACTED]) and then the amount changed to a little over $900 ([REDACTED]). These amounts changed in a matter of days and hours. I am now escalating the matter given their gross incompetence, poor service, and no real attention given that this is a known issue. It is a design defect that has sparked a cl