A faulty fridge went unfixed for years.
A west-suburban Berkeley man says he made more than 50 calls to the company and couldn't the get help he needed.
Then, he made one more call to FOX 32.
Antione Durham was particular about buying a new fridge. Durham bought one in 2015 and added on an extended warranty from Samsung a few months later. But then, he started having problems with the fridge's filter.
Durham says the water line would work without a filter, but wouldn't work with one installed. He says several techs came out, but no one could fix the problem.
He stocked up on bottled water since he couldn't get filtered water from the fridge.
Durham says Samsung’s final diagnosis was that the fridge was unfixable.
“They told me they couldn't do nothing because of the plumbing in the building is why the filter wouldn't work for the refrigerator,” Durham said.
But when he talked to the building manager and got a different story.
“He was like, everything is up to date. The village came out here, everything,” he said.
Durham says he didn't know where to turn next, so he tried FOX 32.
“That's why I called you guys, so you guys could help me out, because I don't know what else to do. I've been fighting with these guys for over two years now,” Durham said.
FOX 32 reached out to Samsung and the company told us it regrets the customer's experience, and says this situation is “rare.”
After we got involved, Samsung called Durham and we caught up with him after that call.
“They reached out to me, finally, had a very good talk with me and said that they can refund my money,” Durham said.
Samsung agreed to refund him the full cost of the fridge - more than $1600.
“I sure appreciate you guys. Thank you so much,” Durham said.