Elaine Teo and her husband ordered a Samsung refrigerator on August 2018.

They were scheduled to get it around September, when renovations were completed on their flat.

While everything seemed hunky-dory when they first got their fridge, a week or so later, they discovered a large amount of frost in the freezer.

A week or so later, a representative from Samsung came to inspect the freezer.

Teo claims the representative automatically knew the problem with the refrigerator, namely the seals on the freezer portion did not sit properly.

According to Samsung's own website, these are the probable causes for frost buildup.

Ice-cold

The representative suggested changing the refrigerator altogether, considering the product was quite new, and there was no way of straightening the side of the refrigerator.

So they got a new refrigerator, all's well that ends well no?

No.

On December 5, they got their new refrigerator.

The pair, armed with experience, noticed that the new refrigerator appeared to have the same problem as the previous one, namely the seal not meshing properly.

They were told to give it a go though, and that's exactly what they did.

Three days later, they went on a holiday.

And when they came back, just as expected, the frost had built up again.

Yikes.

Frosty reception

From here on out, it became a cat and mouse chase with the after-service crew.

They called Samsung to get a refund, but was told it would take three to four weeks to get the refund, and to take away their refrigerator.

This was considered unacceptable by Teo:

"This again is unacceptable when your food is steadily spoiling in the freezer and we are unable to free up the space to buy a replacement fridge. ".

On January 11, 2019, they called the hotline to escalate matters, and were told Samsung would get back to them the coming Monday, January 14, 2019.

Teo said they had to call back again on Monday themselves and rush matters once again.

This cycle repeated itself a few more times, but till today, no concrete actions seem to have been taken.

Which is an issue because the lack of clarity hampers the actions they can actively take.

"Been 2 weeks and we still do not know if the refund has been processed and approved. We cannot proceed to buy a new fridge as long as no confirmation of the approval has been given. What if samsung decide on an exchange and we ended up with 2 fridges ? Our hands are tied as long as they do not notify us that the approval is given and arrange to take away the fridge."

You can read her entire post to Samsung here.

Reactions

While many commenters lambasted the quality of Samsung products, there were also a good number that backed Samsung up with personal anecdotes.

Which didn't excuse the after service though.

An issue one commenter had a 100 percent solution to.

Genius.

Although it appears as if Samsung is actively working on it though.

Samsung reached out to Mothership to reinforce the actions they are taking to resolve the situation as well.

"Our customer service team has been in touch with Ms. Teo to support her requests. Customer satisfaction is our top priority and we would like to apologise for any inconvenience caused to Ms. Teo and her family."

Here's hoping the incident gets solved soon, for Teo and her husband's sake.

Till then some saw the bright side of this frost.

Even Teo herself poked fun at the situation.

Ok, bye.

Image collated from Teo's Facebook