Samsung have had to organise a “home-visit & repair programme” to deal with a potential fire risk in their RS21 and RS60 range fridge freezers. Their own announcement on their web site said that “in very rare cases, there is the potential for internal sparking to occur and in consequence, damage to the appliance.”
However, some press articles used more dramatic phrases (Which have since been removed from their web sites)
Latest update
As of March 2014 Samsung have extended this safety notice to include ALL RS21 and RS60 fridge freezers no matter when it was made. Initially it was only for models made within a certain date range, this was extended to include more models later and now Which? are reporting it’s all of these models regardless of purchase date plus the models listed below. You may also want to try this telephone number 0800 988 0123
These are the models either affected directly, or as Samsung say, use a similar defrost system so should also be checked –
- RS21
- RS60
- RSE8
- RSH1
- RSJ1
- SN62
If you have a Samsung fridge freezer
To be sure if your model is affected you should check the model number (where is the model or serial number on a fridge or freezer?). According to Which? the Electrical safety council have advised anyone with one of these model which hasn’t been modified by Samsung should stop using it immediately and contact Samsung.
Unfortunately all my links to help on the Samsung site have had to be removed. This is because it seems all manufacturers take these pages down as soon as they think they can get away with it. This is understandable to a point but it’s disgraceful.
Only today (Feb 2017) I’ve had an email from a consumer who has one of these affected fridge freezers. She was shocked to find this page whilst researching a different fault – especially as she registered the appliance with Samsung.
This shows that many people can slip through the net and continue to use a dangerous appliance. Manufacturers should be obliged by law to leave (and not move) notices about potentially dangerous appliances for at least 10 years.
Toni says
I purchased a RS21 it has done nothing but break down about 7 times each time losing all the frozen food. Samsung say the problem is fixed after every visit. You only have to look on their website to see the problems they have had with this model. Now they have sent letter saying it could catch on fire. The RS21 was not fit for purpose they should replace them or refund the £800 paid. They offer no apology nothing I will never buy another Samsung item.
Brian Dowsett says
We have one of the above fridges, and contacted Samsung agents, whom have made two appointments, and failed to turn up, so the fridges surel7y cannot be that dangerous.
Washerhelp says
Toni: You may be able to claim compensation from the seller. The manufacturer has no obligation at all, only the seller. Have a good read of this article EU 2 year guarantee. Sale of Goods Act gives us 6 years to claim for faulty appliances
Brian: That’s poor service, but there’s no way a manufacturer would recall a product under such circumstances unless it was a serious issue.
Toni says
Thank you Brian
I have contacted Comet who said I had to contact Samsung. I contacted Samsung (0800 9880123 line only for items at risk) and have refused their repair. They will let me know within 7 days if they will replace the item.
Washerhelp says
Tony: If you want it repairing under guarantee you contact the manufacturer. If you want to claim compensation because you believe the fridge has been unfit for purpose or hasn’t been of good enough quality you have to deal with Comet. Most if not all retailers are likely to tell you there’s nothing they can do so you may well have to take them to the small claims court and or get advice from the Consumer Advice centres.
If Samsung want to compensate you or swap the appliance out of consideration of retaining customer good will they can do but they have no obligation to under the sale of Goods Act.
fridge freezers says
If you went down to the retailer and started shouting in the shop im sure they would come round to your way of thinking.
Washerhelp says
Possibly, but they might also just call security and have you thrown out, and then become increasingly intransigent making you have to fight even harder. I suppose it depends on personalities involved but being polite but firm will yield better results in most cases I’m sure.
I know a lot of people in customer services and if a customer becomes aggressive they will just have nothing to do with them and become deliberately obstinate and unhelpful. Most companies have established policies in place that give their employees the right to just hang up the phone or walk away from a customer and refuse to speak to them again if they are sworn at or otherwise abused and they will not get into trouble for it.
Having said that if people were kicking off all the time they probably would think a bit more about just fobbing people off when the law says they have a legitimate claim.
m venables says
hi, any one know if these fridge freezers are repaired or replaced thx jan waiting on call for repair
ROB says
MINE RS21 decided to go on fire while we were on holidays, lucky the house didnt burn down, they are offering me a new fridge, needless to say my confidence is shattered and I would prefer a cash settlement and go buy a proper fridge like a bosch.
Washerhelp says
Rob: If you’ve had it less than 6 years (or 5 in Scotland) I think the sale of goods act entitles you to a full refund from the retailer if that’s what you prefer because it was sold with an inerrant fault.
They may be able to knock something off to account for the usage you’ve had from it before the fault, although you may be able to threaten to sue for compensation for the stress and hassle caused by having it catch fire if they did and you thought it unreasonable under the circumstances.
Have a good read of this downloadable PDF file (especially page 4) A TRADER’S GUIDE: The Law Relating to the Supply of Goods and Services