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Original Comment The following is for complaining and posting later: It's about my frustrating experience with Samsung Customer Service for Samsung Built-in Micro-Oven Combination Unit Model No. Have problems with this unit, still under warranty, since soon after I bought it. In chronological order: May 5, 2018: Reported to Samsung about Error Code: Check (C-A2) which appeared on display panel and unit stopped working since last 2-3 days. Samsung assigned Repair Ticket and asked me to contact their repair service provider HNG Appliances, Tukwila, WA. Over next 2-3 days HNG would not answer phone or return my voice messages. May 11, 2018: HNG (their Ref replaced cooling fan but that did not solve the problem. While reassembling the unit they found one scorched and loose wire from at one of the connectors. They could not complete repair for want of wiring harness & other parts. No diagnosis was performed to find what caused it. May 18, 2018: HNG replaced wiring harness, and circuit board. June 3, 2018: Unit quit working and display panel went dead. June 4, 2018: Called Samsung and talked to Roberto. Samsung assigned a new Ticket They told someone from their Back Office will call me back within 12-24 hours. No one ever called me back. June 5, 2018: Called Samsung and alked to Barbara. She informed that Samsung was unable to get response from HNG nor could arrange for other Samsung Authorized Service for my area. Barbara offered to exchange the unit or refund money. I opted for refund since Samsung was not and may not be able to provide repairs, if needed, in future. She agreed for the refund and asked me to attach purchase and installation receipts to my email to Samsung. I promptly emailed purchase and installation receipts to Samsung to [email protected]. Received email from Samsung confirming that Samsung received had received receipts under June 6, 2018 (?): Talked to Cory of Samsung. She informed that refund for only Base Purchase Price of $2,564.99 was submitted for approval. It did not include Sales Tax $256.50 or Installation cost $230.00. She mentioned that after getting the approval of the submitted base price the refund amount will be adjusted to include sales tax and installation cost totaling $3,051.49. June 18, 2018: Talked to Sonia, She told me that adjusted total refund amount will be Base Price $2,564.99 + Sales Tax $256.50 = $2,821.49 and that Samsung will not refund cost of installation. She further told me that she submitted the above corrected amount & talked to the appropriate department (while I was waited online) and it was approved. She also informed me that, no later than Thursday, June 21, 2018 I will receive 2 emails from Samsung about: My acceptance of the amount, choice of direct deposit in my bank account or to credit card or receiving a check from Samsung by mail. Removing Serial No. Sticker from the appliance and mailing it to Samsung. Sonia assigned Refund Claim Ticket June 21, 2018: On not getting the above mentioned emails from Samsung I called Samsung and talked to Brenda. She offered me exchange which I declined since refund was already approved earlier. She told me that someone from Case Management will call me back to resolve the issue. June 25, 2018: Nobody from Samsung Case Management called me back so I called Samsung and talked to Dimitria. She told me that Samsung's policy has changed. They no longer offer refund. When requested to talk to someone higher up I was told I could not talk to anyone higher up or any other department and my only option was to accept exchange or keep non-working irreparable unit. On my query she informed me that exchanged unit will be 1) same or higher model, 2) it will be a new unit, not refurbished, 3) it will carry a new full one year warranty staring from delivery and 4) exchanged unit will be installed and existing unit hauled away by Samsung assigned technician at cost to me. With no other options open to me and above 4 assurances I accepted exchange with a new unit. June 25, 2018: An email from Samsung's mentioned that Exchange Service has been approved assigning Service Ticket # 4147769404 and provided an icon to track the progress. Tracked status was shown as "Your unit has arrived at the processing facility. Your exchange process has begun". This email provided Samsung phone # 888-501-2502 for any questions. Whenever I call this number no one answers. It bombards unending messages offering Direct TV, hearing aids, Samsung devices, etc. but no live response. I have read online others also complaining about Samsung provided this phone number relating to their exchange & repair services. July 2, 2018: Today after 7 days tracked status is still "Your unit has arrived at the processing facility. Your exchange process has begun". When called I was told there is no time limit for the next step. She mentioned Samsung will contact the Retailer Sears in spite of having Sears receipt I had emailed to Samsung and it could take 2 weeks. When asked who will deliver and install exchanged unit, Sears or others, Samsung representative did not know. She declined to connect me to anyone higher or any other department. I see no end to nightmare with Samsung Customer Service with unbelievable changing story every time I contact them. It appears like they have no ethics or shame. I have lost over $3,000 and use of oven and microwave for over 2 months.

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