Update by user Jan 21, 2020 Part of the email string:Case: 1745**** Appliance - BBB Case# 2772**** - DD 01/18/2020 [ ref:_00D50JUFY._5001T1JJM5Q:ref ]InboxxJones, Natasha9:20 AM (13 hours ago)to meGood Morning, I hope you had a wonderful weekend! I am reaching out as I have confirmed the protection plans tend to end at 5 years, and would likely not be valid, as a result of purchase taking place in May, 2014. I additionally received response from Samsung Escalation Support, as shown below: “Thank you for providing this information. At this time, we do not have a servicer in the customer’s area to complete a service for the unit. Also, the unit is now outside of the 5 year sealed system warranty from Samsung. The customer is still able to outsource for service, and if the cause of the issue is the compressor, the customer can submit an itemized invoice to Samsung for reimbursement of the compressor part only under the warranty. From the warranty policy: LIMITED WARRANTY TO ORIGINAL PURCHASER This SAMSUNG brand product, as supplied and distributed by Samsung Electronics America, Inc. (SAMSUNG) and delivered new, in the original carton to the original consumer purchaser, is warranted by SAMSUNG against manufacturing defects in materials or workmanship for the limited warranty period of:One (1) year parts and laborFive (5) years parts and labor on Sealed Refrigeration System Only (Compressor, Evaporator, Condenser, Drier, and Connecting Tubing)Ten (10) years part and Five (5) years labor on Digital Inverter Compressor Only” It seems they are offering to reimburse costs, related to parts, in issues related to compressor failure. We additionally discussed possibly sending you a The Home Depot, gift card in the amount of $500, to assist in purchasing a new unit. I truly apologize again for your experience and hope this information helps. Thank you for allowing me to assist, and I look forward to your feedback! In Service & Gratitude, Natasha JonesThe Home Depot, Resolution Expediter – Executive EscalationsPhone: 1-80*-***-**** ext.85042Schedule: Monday – Friday 7am-4pm ESTPlease contact Lisa White, Ext 85281, in my absence From: Danny Mixon Sent: Friday, January 17, 2020 6:25 PMTo: Jones, Natasha Subject: Re: [EXTERNAL] Re: Case: 1745**** Appliance - BBB Case# 2772**** - DD 01/18/2020 [ ref:_00D50JUFY._5001T1JJM5Q:ref ] Thank you Natasha...I will continue to look for the extended protection plan...my late wife wouldn't have bought this stuff without it... Appreciate all the help. Danny MixonSCPO/USN/Ret.Danny Mixon 4:01 PM (6 hours ago)to NatashaOkay Natasha.Fridge/freezer that only last 5 years...$1800.00 for the damn thing. Okay....this is how we do business now?" Once again, on behalf of The Home Depot, I apologize for any inconvenience you may have experienced. You are a valued Home Depot customer and we look forward to serving your home improvement needs in the future.a, Apologies don't fix things. Insincere apologies *** people off.b. Lie's also *** people off. If I were a "valued Home Depot customer" and home depot stands behind the products it sells...then they would know that an icebox/freezer (expensive one) doesn't die at five years because of regular wear and tear. Home Depot would also know that selling an expensive piece of gear (already plagued with problems) to someone is just wrong, bad, (pick your word). But apparently home depot endorses or otherwise does business with OEM folks who do believe its okay to sell defective products that they have no intention of backing up. That doesn't say much for home depot. Then we get a note back from OEM stating that since they don't have any repair facilities in the area...your are just SOL.... If your going to send me a "gift card"...don't..just send a check...don't put it on a Home Depot card...I won't be spending it there. Incidentally...why is Home Depot selling expensive equipment to folks who live in an area where there are no repair facilities for that expensive piece of equipment? Thanks a lot Home Depot...This has been a valuable lesson. You're no better than the *** I helped defended you from for all those years. You may have been good once upon a time...long long ago...but not now.X-Home Depot Customer,Danny Mixon Update by user Jan 21, 2020 Here's the latest email string:Case: 1745**** Appliance - BBB Case# 2772**** - DD 01/18/2020 [ ref:_00D50JUFY._5001T1JJM5Q:ref ]InboxxJones, Natasha9:20 AM (13 hours ago)to meGood Morning, I hope you had a wonderful weekend! I am reaching out as I have confirmed the protection plans tend to end at 5 years, and would likely not be valid, as a result of purchase taking place in May, 2014. I additionally received response from Samsung Escalation Support, as shown below: “Thank you for providing this information. At this time, we do not have a servicer in the customer’s area to complete a service for the unit. Also, the unit is now outside of the 5 year sealed system warranty from Samsung. The customer is still able to outsource for service, and if the cause of the issue is the compressor, the customer can submit an itemized invoice to Samsung for reimbursement of the compressor part only under the warranty. From the warranty policy: LIMITED WARRANTY TO ORIGINAL PURCHASER This SAMSUNG brand product, as supplied and distributed by Samsung Electronics America, Inc. (SAMSUNG) and delivered new, in the original carton to the original consumer purchaser, is warranted by SAMSUNG against manufacturing defects in materials or workmanship for the limited warranty period of:One (1) year parts and laborFive (5) years parts and labor on Sealed Refrigeration System Only (Compressor, Evaporator, Condenser, Drier, and Connecting Tubing)Ten (10) years part and Five (5) years labor on Digital Inverter Compressor Only” It seems they are offering to reimburse costs, related to parts, in issues related to compressor failure. We additionally discussed possibly sending you a The Home Depot, gift card in the amount of $500, to assist in purchasing a new unit. I truly apologize again for your experience and hope this information helps. Thank you for allowing me to assist, and I look forward to your feedback! In Service & Gratitude, Natasha JonesThe Home Depot, Resolution Expediter – Executive EscalationsPhone: 1-80*-***-**** ext.85042Schedule: Monday – Friday 7am-4pm ESTPlease contact Lisa White, Ext 85281, in my absence From: Danny Mixon Sent: Friday, January 17, 2020 6:25 PMTo: Jones, Natasha Subject: Re: [EXTERNAL] Re: Case: 1745**** Appliance - BBB Case# 2772**** - DD 01/18/2020 [ ref:_00D50JUFY._5001T1JJM5Q:ref ] Thank you Natasha...I will continue to look for the extended protection plan...my late wife wouldn't have bought this stuff without it... Appreciate all the help. Danny MixonSCPO/USN/Ret. On Fri, Jan 17, 2020 at 1:29 PM Jones, Natasha wrote: Greetings, Thank you so much for providing this information! I was able to locate the order and have forward the order to Samsung for further assistance. I did not locate a protection plan on the order, but will follow up with Samsung to determine next course of action. Thank you so much for your patience throughout this matter. I look forward to additional information no later than Tuesday, 01/21. I have provided a copy of the order for your records. Thank you so much for allowing me to assist! In Service & Gratitude, Natasha Jones The Home Depot, Resolution Expediter – Executive Escalations Phone: 1-80*-***-**** ext.85042 Schedule: Monday – Friday 7am-4pm EST Please contact Lisa White, Ext 85281, in my absence From: Danny Mixon Sent: Friday, January 17, 2020 2:40 AM To: Jones, Natasha Subject: Re: [EXTERNAL] Re: Case: 1745**** Appliance - BBB Case# 2772**** - DD 01/18/2020 [ ref:_00D50JUFY._5001T1JJM5Q:ref ] Hey Natasha, Please see the attached document. There are a total of 4 emails included. Hope this helps. Danny On Thu, Jan 16, 2020 at 2:32 PM Jones, Natasha wrote: Oh, that would be awesome! Thank you so much; I truly look forward to being able to assist! In Service & Gratitude, Natasha Jones The Home Depot, Resolution Expediter – Executive Escalations Phone: 1-80*-***-**** ext.85042 Schedule: Monday – Friday 7am-4pm EST Please contact Lisa White, Ext 85281, in my absence From: Danny Mixon Sent: Thursday, January 16, 2020 3:29 PM To: Jones, Natasha Subject: Re: [EXTERNAL] Re: Case: 1745**** Appliance - BBB Case# 2772**** - DD 01/18/2020 [ ref:_00D50JUFY._5001T1JJM5Q:ref ] Hello Natasha, I have a few emails dated back from around the same time frame where my late wife was letting everyone know what the status was on our refrigerator, washer and dryer we bought from HD...would you like for me to forward these to you? I thinking I'm getting close to the receipts...I will keep looking... Question: Who are you using (me or my wife) for the search query? Woldn't the model number of the appliance be sufficient? That is of course...all information was entered into your system properly back when she did pay for everything.... Thank you, Danny On Tue, Jan 14, 2020 at 8:12 AM Jones, Natasha wrote: Greetings, Thank you so much for your response! I have forward the information regarding purchase and issue, to both the protection plan team and Samsung for further assistance. I provided the information showing below: “Customer: Danny Mixon & (The Late) Nancy Dubay-Mixon Contact # 515-339-**** Phone number possibly on order (515) 991-**** or (515) 203-**** Email: mixondcm@***.com Address: 2604 Sherwood Dr Des Moines, IA 50310-****” We have all attempted to locate the previous order, unsuccessfully, using various combinations of name, address, email, and contact numbers, as well as, a search in the 3 stores closest to your home. Samsung has responded stating they are willing to provide accommodations, but are not able to move forward without a copy of the Bill of Sale, or proof of purchase. I truly apologize for any inconvenience this causes! If you have any additional contact numbers, emails, a different address you were residing in at the time, and/or any specifics regarding purchase store, we would be more than willing to continue our search for the order information. In the meantime, I will also be working with my team, here at corporate, in an attempt to determine other means of resolution to the matter. With that said I will reach out via phone, no later than Thursday, in hopes of a final resolution. Thank you so much for reaching out and allowing us to assist! We truly value your business. In Service & Gratitude, Natasha Jones The Home Depot, Resolution Expediter – Executive Escalations Phone: 1-80*-***-**** ext.85042 Schedule: Monday – Friday 7am-4pm EST Please contact Lisa White, Ext 85281, in my absence From: Danny Mixon Sent: Friday, January 10, 2020 12:13 PM To: Jones, Natasha Subject: [EXTERNAL] Re: Case: 1745**** Appliance - BBB Case# 2772**** - DD 01/18/2020 [ ref:_00D50JUFY._5001T1JJM5Q:ref ] Thank you Natasha...Normally, the Home Depot is where I do my shopping. My late wife and I must have spent at least 100K in home depot from a new floor in the house to just about anything and everything you can imagine. Believe me....I was shocked when I discovered that the Ice box came from Home Depot. I wasn't home at the time of purchase (my wife made the purchase), the neighborhood handy man helped install it. I'm a 33 year Navy man. Just retired from that line of work in 2014. Now I do engineering work for several big outfits here in Des Moines. The last thing I want to do is cast blame on Home Depot...They are the best. Unfortunately, this one problem seems to have grown into a raging monster. I hope we can get this fixed. I'm tired of living out of coolers. Thank you, Danny On Fri, Jan 10, 2020 at 8:45 AM NATASHA J. wrote: Greetings, My name is Natasha with the Home Depot Executive Escalations Team at the Store Support Center in Atlanta, GA. I received your complaint from the Better Business Bureau. I apologize for the experience you had with your refrigerator purchase from our The Home Depot store. It is our priority to provide world class customer service at the Home Depot and I am glad to have the opportunity to assist and resolve your concerns. I have also forwarded your concerns to my business partners for their immediate attention as they are responsible for facilitating a resolution as well. I am allowing them 48 business hours for a review and providing me with an update. That being said, I will follow up with you again no later than the close of business on Tuesday, 01/14. In the meantime, if I am able to assist you any further, please feel free to reach out to me by responding to this email, which is usually the fastest way to obtain response, or at the number listed below. Once again, on behalf of The Home Depot, I apologize for any inconvenience you may have experienced. You are a valued Home Depot customer and we look forward to serving your home improvement needs in the future. Have a good day and thanks for shopping The Home Depot! In Service & Gratitude, Natasha J. The Home Depot, Resolution Expediter – Executive Escalations Phone: 1-80*-***-**** ext.85042 Schedule: Monday – Friday 7am-4pm EST Please contact Lisa White, Ext 85281, in my absencehttp://warehouse.my.salesforce.com/servlet/servlet.ImageServer?oid=00D5000****JUFY&esid=0181T00001BKDLt ref:_00D50JUFY._5001T1JJM5Q:ref The information in this Internet Email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this Email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. When addressed to our clients any opinions or advice contained in this Email are subject to the terms and conditions expressed in any applicable governing The Home Depot terms of business or client engagement letter. The Home Depot disclaims all responsibility and liability for the accuracy and content of this attachment and for any damages or losses arising from any inaccuracies, errors, viruses, e.g., worms, trojan horses, etc., or other items of a destructive nature, which may be contained in this attachment and shall not be liable for direct, indirect, consequential or special damages in connection with this e-mail message or its attachment. The information in this Internet Email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this Email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. When addressed to our clients any opinions or advice contained in this Email are subject to the terms and conditions expressed in any applicable governing The Home Depot terms of business or client engagement letter. The Home Depot disclaims all responsibility and liability for the accuracy and content of this attachment and for any damages or losses arising from any inaccuracies, errors, viruses, e.g., worms, trojan horses, etc., or other items of a destructive nature, which may be contained in this attachment and shall not be liable for direct, indirect, consequential or special damages in connection with this e-mail message or its attachment. The information in this Internet Email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this Email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. When addressed to our clients any opinions or advice contained in this Email are subject to the terms and conditions expressed in any applicable governing The Home Depot terms of business or client engagement letter. The Home Depot disclaims all responsibility and liability for the accuracy and content of this attachment and for any damages or losses arising from any inaccuracies, errors, viruses, e.g., worms, trojan horses, etc., or other items of a destructive nature, which may be contained in this attachment and shall not be liable for direct, indirect, consequential or special damages in connection with this e-mail message or its attachment.The information in this Internet Email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this Email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. When addressed to our clients any opinions or advice contained in this Email are subject to the terms and conditions expressed in any applicable governing The Home Depot terms of business or client engagement letter. The Home Depot disclaims all responsibility and liability for the accuracy and content of this attachment and for any damages or losses arising from any inaccuracies, errors, viruses, e.g., worms, trojan horses, etc., or other items of a destructive nature, which may be contained in this attachment and shall not be liable for direct, indirect, consequential or special damages in connection with this e-mail message or its attachment.Danny Mixon 4:01 PM (6 hours ago)to NatashaOkay Natasha.Fridge/freezer that only last 5 years...$1800.00 for the damn thing. Okay....this is how we do business now?" Once again, on behalf of The Home Depot, I apologize for any inconvenience you may have experienced. You are a valued Home Depot customer and we look forward to serving your home improvement needs in the future.a, Apologies don't fix things. Insincere apologies *** people off.b. Lie's also *** people off. If I were a "valued Home Depot customer" and home depot stands behind the products it sells...then they would know that an icebox/freezer (expensive one) doesn't die at five years because of regular wear and tear. Home Depot would also know that selling an expensive piece of gear (already plagued with problems) to someone is just wrong, bad, (pick your word). But apparently home depot endorses or otherwise does business with OEM folks who do believe its okay to sell defective products that they have no intention of backing up. That doesn't say much for home depot. Then we get a note back from OEM stating that since they don't have any repair facilities in the area...your are just SOL.... If your going to send me a "gift card"...don't..just send a check...don't put it on a Home Depot card...I won't be spending it there. Incidentally...why is Home Depot selling expensive equipment to folks who live in an area where there are no repair facilities for that expensive piece of equipment? Thanks a lot Home Depot...This has been a valuable lesson. You're no better than the *** I helped defended you from for all those years. You may have been good once upon a time...long long ago...but not now.X-Home Depot Customer,Danny Mixon Update by user Jan 21, 2020 I finally got an answer back from Natasha. She couldn't find my sales receipt. So I got into my late wife's email account and sent her the credit card information my wife used (home depot credit card) and time frame of purchase. She found it then.At this point she contacted Samsung on my behalf. Samsung said that they couldn't do anything...the fridge/Freezer is out of warranty. They also said that since it was the sealed system that failed, they couldn't do anything anyway because they don't have the facilities in my area. The following is a cut and paste of the email: Update by user Jan 11, 2020 So far, I've been contacted by Samsung with a questionnaire about my purchase etc...I did notice that Samsung seemed to be real interested in Whether or not I had contacted any consumer advocacy groups or other such organizations. I replied "yes" to both of their questions regarding the above. I probably won't hear from them again.I was also contacted by Home Depot Executive Escalations Team at the Store Support Center in Atlanta, GA. Natasha assured me that everything that can be done is in progress. I feel a lot better now with Home Depot lending a hand. Original review posted by user Dec 29, 2019 My late wife bought our Samsung Refrigerator/Freezer from Home Depot on or about mid 2014. She was so excited that finally she had found a good deal for a quality product. My experience has been (Im 58) that large expensive appliances costing more than $2000.00 always last at least 10 years trouble free. Of course, I grew up with Frigidaire, Zenith, and other such brands. I do not recall anyone in my life that had one go bad less than five years into an ownership where the owners took good care of their appliances. Anyway, the Model number and serial number of the appliance she bought is RF263BEAESR/AA and JKJ44BBF501174P respectively. I was not here when she made the purchase. My work career US Navy and later DOD contractor simply did not allow me to be home very often. She wanted to upgrade the house and I as her husband, partner, lover, best friend, and confidant was always happy to pay for these things. It is my house too. (Actually, it is my house). She bought the appliance and almost straight away began having problems with the icemaker. I remember the nights she and I would correspond via Skype and coordinate finances and other such thingsShe was depressed thinking that somehow she had let me down by purchasing something that belongs on the Lemmon Lot. We both looked online and found several suggestions on how to work around this problem and make everything seem okay. Since we did not have any other, problems (yet) both of us choose to let it go and see if maybe perhaps the appliance was just temperamental. Everything seemed to hum along just fine until the water began showing up underneath the vegetable crispers (drawers). Once again, we worked through this and found a workaround for the problem. We also found out that this model icebox had an engineering problem with the drainage system. Of course, not one attempted to contact us and even let us know that this engineering miscalculation could be fixed by Samsung if you called them and complained enough. According to what my wife and I read, you really had to complain a lot to get them to reimburse your for repair visits and the actual solution. About a month and a half ago, the freezer and refrigerator both stopped cooling. I had six of those big Tomahawk Ribeyes in the freezer along with several other expensive cuts of meat. All of it gone to waste because of the failure. Overall, I lost about $527.00 in beef alone. My first thoughts were to get my receipt and the extended warranty that my wife most certainly bought and confront either Samsung or Home Depot. I could not find any of the paper work. If you are wondering about the extended warranty, yes. My wife and I always bought the extended warranties because I was never home and she would need them. We had also made several large purchases from Home Depot during the renovation effort and I was confident that Home Depot would get this fixed straight away. I was wrong. The Home Depot folks I talked to on the phone either could not find the paperwork or kept sending me to other phone numbers for help. I even gave the Home Depot guy my wifes phone number (back when she bought it 515991****) but they still could not find anything. The appliance was bought with a Home Depot Credit Card. Frustrated, I gave up on Home Depot and directed my efforts at Samsung. The first time I called, the men on the other end laughed at me. Now I am pissed. However, I realize that these things happen and I would just have to work through the process to get my appliance fixed. So finally, I find a number that sends me to the Samsung repair department. What a relief! They scheduled an appointment to have a repair tech visit my house and get this fixed. On the designated day, having been inconvenienced further by having to wait all day (12:00 Noon to 5PM) the repair tech finally shows up. He could not really do anything except vacuum out the condenser coils (I already did that). Finally, he says, I will need to put a glass of water in the refrigerator and freezer then plug the appliance in for 24 hours to look for a pattern of condensation. Then he left and would return the following day to check on everything. This was the 23 of December. On the 24th, he did return. He promptly declared the internal sealed system must be defective and made several phone calls back to his shop looking for any additional tests that he could perform to further isolate the problem. There was none. He told me that Samsung would be getting a hold of me that afternoon (in about an hour) with the next steps. Mind you, I could not find a local Samsung repair facility in or around Des Moines to save my life. The men they sent out worked for Dish? (Commercial SATCOM for home entertainment). Samsung did call me on the morning of the 27th. The fellow I tried to speak with was rude, disrespectfuleven belligerent. He continuously cut me off while we spoke. Eventually though, he finally told me that I was SOL on getting the appliance fixed since it was now out of the company warranty. I have never felt more abused, mislead, lied to, and disenfranchised by a fellow human being in my life. I cannot help but wonder if all my 33 years in the defense of this country, constitution, and American way of life was a mistake. I am angry to the point of doing something that Home Depot, Samsung, and I will all very much regret. Can you help me out?r