I purchased the appliances (Refrigerator - Samsung, French doors type & Dishwasher-Bosch) on July 3, 2021. It was delivered on July 10, 2021 (Saturday). In order to put the refrigerator inside the unit (Condominium), carrier (delivery) removed the refrigerator doors and put them back. Their job was done without being carefully – rough and careless!!! . They asked me to sign on the paper to confirm that I received no damaged found. Without giving me a time to look at the appliance, they kept pushing me to sign on the paper. While I was checking, I found the door has an issue. When I try to close the refrigerator doors (left and right), it was not closed smoothly. I had to push it hardly to close the door. Even left side door has clicking sound when closed. Carriers also realized but they did not do anything and kept forcing me to sign. I mentioned them that was not right; then they started to take the right side door out and put it back. Once done, no more sound from right side, but left side door has still an issue. Carrier said, “I am not technicians and you could report this issue within 48 hours to CAS" and they left.
I called the customer service and report this issue and they told me they will send the inspector to take a look that issue and an inspector will be technician, not the same carrier who was in today. Late afternoon, I checked the left side door again, and I found the damage around the hinge area. So I reported it to customer services by email including the pictures. Next day, when I contacted the customer services whether to confirm that they received my pictures. First customer service rep told me they received the pictures and attached in my files. Second customer service rep told me that no pictures attached my files, no received anything by email. Third customer service hung up the phone while I was explained again. Forth customer service rep told me that inspector will check it on Tuesday, and no pictures received. When I sent the pictures, I added the sales person’s email and she confirmed that she received. At the same time, she told me that she will submit the complaint form for the carrier's misbehaviour as well and CAS won't send the same person to do inspection on Tuesday.
Finally, today, CAS sent the same carrier, not the technician. I explained him that CAS told me that they will send the technician from Samsung, not send the same carrier, but he said that he did not know about it. He said that he has to look at it to report his manager. Now I called the customer service again, but customer service did not know who will be on site. I repeated what they mentioned on Saturday, but customer serviced told me that they did not know anything.
Finally carrier (who did not wear the proper mask under current Covid 19 circumstance) up to my unit. He started to take the doors out including parts as well, and more he touched and more the case worse. I told him to stop but he did not listen to me. All our family was frustrated for his misbehaviour and worried about that he was making it worse. Finally, he left and the refrigerator have more issued – louder clicking sound, and more damaged than before.
I called the customer service again, and they mentioned that I should submit the refund or exchanged form by online or contact Samsung manufacture directly. Other than that, they could not help anymore.
I contacted Samsung care, but they told me, since this issue was from CAS, not by end users, so it should not be covered under one year manufacture warranty.
I contact CAS, but they kept telling me that I should submit the form for the refund request. Even I mentioned that I already submitted the refund or exchanged form by online, but they did not care at all.
I spent more than $4,000.00 to purchase new appliance, but no one take care of it. I regret to purchase the appliance from Canadian Appliance Source, and still waiting for Canadian Appliance Source’s response. I couldn’t believe that I received this service with paid over $4,000.00.
