Samsung Refrigerator Water Dispenser Now Dispenses Ice After ServiceQuick Performed Ice Maker Repair

[BlaineBug]

Last Friday on June 21, 2024, Samsung sent Service Quick to repair and replace the ice maker assembly in our Samsung refrigerator, model RF30HBEDBSR/AA.  The technicians told me that they replaced the ice maker assembly, a circuit board. a drain tube, and added Y clips, which are possibly for the ice maker drains or for some other purpose.  Shortly after the technicians from Service Quick left our home, I heard that the newly repaired ice maker harvested its first tray of ice.  I dispensed ice from the ice dispenser, which functioned correctly.  However, when I attempted to dispense filtered water, the dispenser once again gave me ice!  Both the ice maker and the water dispenser levers/switches now dispense ice.  This issue was not present prior to the Service Quick technicians performing the ice maker repair.

After experiencing this issue last Friday, I immediately called the service technician, as I had his phone number from when he had called me earlier in the day to tell me when he was coming.  He refused to return, and said that I should contact either Service Quick or Samsung.  I called Service Quick, and was told that nothing could be done as the service ticket had already been closed when the technician left.  I called Samsung technician support once again, who accessed the camera on my phone to verify my complaint while I spoke with technical support.

Throughout the last 8 days I have been receiving the runaround.  Samsung called me back last Saturday and stated that a repair of my ice maker would be scheduled shortly.  I informed them that the ice maker repair was already performed and that our refrigerator's water dispenser was damaged by Service Quick technicians.  I was promised that the Samsung staff member understood my complaint, and not to worry.  Last Monday evening on June 24th, Service Quick once again called me to tell me that they had a repair estimate for me to the sum of $400 some dollars.  I told them I would not be paying as this damage was caused by their technician.  I was promised on Monday that a supervisor would be calling me back on Tuesday.  I once again called Samsung technical support immediately after receiving this call from Service Quick, and was told not worry that I would not have to pay for any future repair as this was a call-back stemming from a prior repair performed by Service Quick that damaged our water dispenser.

No service Quick supervisor ever called me on Tuesday, so I called Service Quick on Wednesday morning to ask about when the supervisor would be calling me, and was told that they did not know, and did not have any way to transfer me to a supervisor.  I was once again promised that a supervisor would be calling me back sometime Wednesday afternoon or possibly Thursday.  Still, no supervisor has ever called me back.

On Thursday morning June 27th, which was to be the next scheduled follow-up appointment with Service Quick, Service Quick called me to tell me that the part had not yet arrived yet and that they would be postponing until today on Friday, June 28th.  Service Quick showed up to our home on Friday, June 28th and refused to perform any repair unless they collected a sum of $402 from us.  I refused, as I had mentioned that Samsung had promised various times throughout the week that I would not have to worry and would not have to pay for anything out of pocket.  The technician said he called his supervisor/manager and was told that they did not hear anything from Samsung regarding this.  Instead, they stated that they would be starting a damage claim for me.  Why did no one start a damage claim at any point throughout the last 8 days since this issue was caused by Service Quick to begin with?

After Service Quick left today, I once again called Samsung technical support.  The individual I spoke with today at Samsung said that all of the other Samsung staff that I had spoken to throughout the last week must have been incorrect as no further repairs would be paid for my Samsung as this issue with the water dispenser was not covered under the ice maker warranty.

This has been such a huge headache, with the constant run-around.  It is as if no one in customer service listens at all, and/or doesn't care enough to attempt to comprehend what I have been trying to describe to them.

Has anyone ever heard of an issue like this?  It is not that the button for the water dispenser doesn't work - it works, but it dispenses ice instead of water!  I took a video here in the event that my text was not sufficiently descriptive.  I will be uploading soon.

I posted about this issue in the Samsung community a few days ago but my post was promptly deleted by the admins.  It appears as though any criticism of Samsung or Service Quick is not allowed, which is laughable!

[Helenna]

Hi BlaineBug, we certainly understand your frustration and disappointment on this. We are very sorry to hear your experience and sincerely apologize for the inconvenience caused to you. 

Unfortunately, as your'e in Beginner level1, we are unable to request the information from you in DM(direct message) and help you further.

If you have any questions or concerns, we kindly request you to please get in contact with our Live Chat support by visiting the below Samsung Canada Support site:

www.samsung.com/ca/livechat

You can also reach us through Text We Care (932273) for instant support

Once again please accept our sincerest of apologies for any inconvenience this matter may have caused you.

Thank you.

[BlumingCat]

Who are you kidding, Helenna? Samsung Canada does not respond directly. They just say they are going to but never do. The direct Chanel via text 932273 gets no response. "We are very sorry to hear your experience and sincerely apologize for the inconvenience caused to you" that statement after you have contacted Samsung Canada eight times, it begins to be a slap in the face. I thought maybe 2 weeks this issue would be fixed. We are quickly coming up to 3 months with no predictions on when this will be resolved by Samsung.