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I had the same experience with Samsung's exchange and refund department. My refrigerator shelf broke within a year of purchase. After several months, I called to find out when I would get a<br /> refund from the company. I was given a call, a text and an email all on the same day. The email stated that the had tried multiple times to contact us and were going to suspend or cancel our refund if we didn't respond. We emailed several times and even sent a letter to the address in Simpsonville SC. Guess what NO RESPONSE and NO REFUND. Worst customer service EVER!