‘It’s a whole process’: Customers complain about Samsung ice makers

DENVER, N.C. — Several customers who own Samsung refrigerators have contacted Action 9 to complain about problems with the ice maker.

Stephen Stout of Denver told Channel 9′s Jason Stoogenke that he’s been dealing with issues for years.

“It’s a whole process. You have to take everything apart to de-ice it correctly,” he said.

Stout would know -- he works in refrigeration for a major big-box chain. He said he paid more than $2,600 for the refrigerator, even when it was on sale.

In 2017, Stoogenke helped a Charlotte woman with a similar issue. He contacted Samsung and the company refunded her more than $1,000.

Around the same time, some customers filed a class-action lawsuit claiming the ice makers on Samsung refrigerators with French door dispensers have ice crystals at the bottom, slushy ice, water under the crispers or running down the wall, and a noisy fan.

Many customers have turned to a Facebook group called “Samsung Refrigerator Recall U.S.A. Now.” It has more than 84,000 members. Part of their focus is the ice makers.

Samsung told Stoogenke in a statement, “Our customers are a top priority and we are here to help. After the Stout family first reached out to us last week, we worked to schedule a complimentary service for their 2014 refrigerator. Each situation is unique and we stand by the millions of Samsung appliances in use across the country.”

Stout said the company offered him $650 for his inconvenience. He told Stoogenke that he can’t do much with that.

Stoogenke offers this advice if you own a Samsung refrigerator and are having problems with the ice maker:

  • Document the problem and take photos.
  • Contact the store you purchased the refrigerator from. If the store can’t help you, contact the company directly at 1-800-Samsung.
  • Be persistent.

You can also file a complaint with the Federal Trade Commission and, depending on where you live, with the North Carolina Attorney General’s office or the South Carolina Department of Consumer Affairs.

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