JoLind Eckstein’s refrigerator began rusting under the water dispenser within nine months of the purchase. Samsung told her that cosmetic defects were not covered under her warranty, so NBC 7’s Consumer Bob and the NBC 7 Responds team stepped in and kept things cool.
JoLind Eckstein shows NBC 7 Responds a line of rust near the water dispenser on the door of her Samsung refrigerator. JoLind said it didn’t take long after buying the fridge, nine months to be exact, for the rust to start showing.
“Oh my heavens, this is awful,” JoLind said.
JoLind says she contacted Samsung and the company sent out a technician to look at the refrigerator door but the technician did not have good news.
“They ruled that [rust] was a cosmetic defect and that it was not under the warranty,” JoLind said.
JoLind said the repair company stated anything on the outside of the fridge is not covered. JoLind says she was disappointed since she likes the look of her fridge and can’t believe rust isn’t included in the warranty.
“I didn’t buy it for ugly,” JoLind told NBC 7 Responds.
After trying to get Samsung to take responsibility for the rust, JoLind said she couldn’t get a resolution and decided to turn to NBC 7 Responds for help.
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NBC 7 Responds reached out to Samsung and after explaining JoLind’s situation, JoLind received a call from the company. Samsung sent JoLind a new refrigerator door and a technician to install it, at no extra charge.
“We have a new door and it looks fantastic,” JoLind said after it was installed.
A representative from Samsung sent NBC 7 Responds the following statement: "Customer satisfaction is one of our top priorities. We have reached out to Ms. Eckstein and resolved the matter to her satisfaction. We encourage any customer with questions to contact us directly at 1-800-SAMSUNG.”
