CGA on broken plastic on multiple shelves on a Samsung fridge?

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876 posts

Ultimate Geek

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#2791722 8-Oct-2021 11:07

Just followed it up with Samsung and they flat out refused to replace the shelves.

Spoke to Harvey Norman and they claimed that cracking of the plastic on shelves is considered wear and tear. They see it all the time and people just pay to replace them.

https://imgur.com/a/4JK5aXx

What are my next steps?

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SirHumphreyAppleby

2826 posts

Uber Geek

#2791724 8-Oct-2021 11:12

turtleattacks:

What are my next steps?

Disputes Tribunal.

RunningMan

8877 posts

Uber Geek

#2791726 8-Oct-2021 11:17

turtleattacks: They see it all the time and people just pay to replace them.

Must be a pretty common fault with the product then.

floydbloke

3488 posts

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#2791773 8-Oct-2021 13:00

turtleattacks:

Just followed it up with Samsung and they flat out refused to replace the shelves.

Spoke to Harvey Norman and they claimed that cracking of the plastic on shelves is considered wear and tear.

...

That's just bull.... all round and I bet they both know it.

Disappointing, CGA is nothing new and I would have thought by now that these big players would put on their big boy pants and conform...but no....try every which way to not incur any post-sale cost.

Roses are red, that much is true, but violets are purple, not ****ing blue!

trig42

5796 posts

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#2791805 8-Oct-2021 14:20

Yep, that is rubbish.

Touch wood, I've never had plastic in a fridge get brittle like that, especially a new (and yours is still pretty new) fridge.

Ask the Harvey Norman people for an adress for service of a disputes tribunal claim under the CGA. I reckon they'll come to the party.

Reminds me, again, not to buy Samsung whiteware.

turtleattacks

876 posts

Ultimate Geek

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#2791809 8-Oct-2021 14:22

trig42:

Yep, that is rubbish.

Touch wood, I've never had plastic in a fridge get brittle like that, especially a new (and yours is still pretty new) fridge.

Ask the Harvey Norman people for an adress for service of a disputes tribunal claim under the CGA. I reckon they'll come to the party.

Reminds me, again, not to buy Samsung whiteware.

Replacement shelves are only $52+GST each to the end-user. So for $150-$200 delivered - they can have one happy customer. Or they decided to just piss off the customer and have them complaint on forums online. (3 shelves are cracked)

If I were a retailer or manufacturer - I know what I would choose.

rphenix

983 posts

Ultimate Geek

Lifetime subscriber

#2791818 8-Oct-2021 14:35

Despite owning other Samsung Appliances think I'll cross them off the list for future purchases you shouldn't have to go to Disputes Tribunal to get this sorted.

Nate001

628 posts

Ultimate Geek

#2791820 8-Oct-2021 14:43

Given the responses on here, and reddit. You're left with the following options:

1) Keep pushing Harvey Norman

2) Take them to Disputes Tribunal

3) Suck it up and buy a new shelf

4) Sell the fridge and buy a different brand

Anything other than option 1/3 is going to waste a lot of your time and money, more than $60? Take it as a lesson not to buy another Sausung Fridge?

alasta

6671 posts

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#2791839 8-Oct-2021 15:36

Add me to the list of people who won't ever buy a Samsung product after reading this and other similar stories.

Honestly, it makes no commercial sense for these companies to trash their own reputation for the sake of the relatively minor cost of fixing the problem.

mattwnz

20032 posts

Uber Geek

#2791840 8-Oct-2021 15:39

The actual cost for the retailer and manufacturer to just provide new parts would be tiny, compared to the consumer having to buy the parts off them, where the retailer and manufacturer make a profit.

networkn

Networkn
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#2791846 8-Oct-2021 16:07

This is really very simple. Consumer Protection in NZ protects you against nonsense like this from the manufacturer, by making the retailer responsible as well.

Contact your retailer, ask them politely and firmly for a resolution. Stop dealing with Samsung.

If the retailer won't play ball (and they will one way or another) dispute tribunal will sort this out. It won't get to needing to attend a meeting as every one in the chain knows which way this will go.

mattwnz

20032 posts

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#2791858 8-Oct-2021 16:58

I have personally had good experiences with Samsung with their freezers where they just replaced them out of warranty with the newer model as they didn't have parts to repair. So a bit surprised by this. But this was about 5 years ago. But get the retailer to sort it out and escalate to the stores manager and even show him the deterioration of the plastic and how brittle it has become. It should be common sense that they need to do something to put it right.

eracode

Smpl Mnmlst
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#2791874 8-Oct-2021 17:50

turtleattacks:

Just followed it up with Samsung and they flat out refused to replace the shelves.

Spoke to Harvey Norman and they claimed that cracking of the plastic on shelves is considered wear and tear. They see it all the time and people just pay to replace them.

https://imgur.com/a/4JK5aXx

What are my next steps?

Go through HN as several others have said above - but don’t just persist with the underlings, tell whoever is saying ‘no’ that you want escalate it. Keep saying ‘I want to talk to your manager’ i.e. boss, until you get to the necessary level of seniority.

Alternatively, write/email directly to the NZ Managing Director of HN. I’m serious - that is what I would do. I did exactly this when the local agent was playing hard-ball on a broken Grohe mixer-tap some months ago. Got a resolution in no time.

Sometimes I just sit and think. Other times I just sit.

networkn

Networkn
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#2791876 8-Oct-2021 17:51

mattwnz: I have personally had good experiences with Samsung with their freezers where they just
Replaced them out of warranty with the newer model as they didn't have parts to repair. So a bit surprised by this. But this was about 5 years ago.

Unfortunately, this usually comes down to the person or people dealing with it and how well trained they are, or what the current pressure from further up looks like. Very occasionally you'll find someone willfully trying to dig their toes in just because 'they don't think it's right' but it's relatively rare.

Either way, most of that is irrelevant to the end result, but people can make it harder to get to the correct resolution. If you stick to your guns and understand your rights, then you'll get replaced shelves or some other resolution.

Daynger

422 posts

Ultimate Geek

#2792062 9-Oct-2021 10:16

Email Fairgo, they will love an easily researchable common problem that Samsung are stiffing people for.

The bad advertising they get from the show if they run the story will scare them into action as soon as FG email them asking about it.

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