What a terrible company to deal with. They always say the real test of customer service is when something goes wrong and it has. The very expensive (between £1500 and £2000) fridge freezer (bells and whistles - fizzy water, filtered cooled water, ice etc) we bought broke down irreparably within the warranty period. We were contacted by the 'Alternative Resolution Team (ART). This is accurately named but I rashly thought it meant they WOULD resolve problems I now of course can see this was very short-sighted of me. Of course 'alternative 'to' resolution team' is exactly what I got. Firstly despite the fact that their repair men had spent months if not years failing to mend the many faults with the fridge they insisted on all sorts of proof that we had bought the machine in the first place. This done we were offered, when we chased, a replacement fridge freezer with two options. Within a very short time I chose and we were assured this would be done in a matter of days with collection of the old, and a warranty which could be extended for 5 years for free etc etc. Jolly well done Samsung - but no! It turns out this is no more than a ruse to 'fob off' the unhappy camper. Following the number of days and more and still nothing I emailed again. This time I was told how sorry they were but the fridge freezer we chose was out of stock. I went online and surprise surprise companies such as John Lewis and AO appliances to name but two had the very same ready for quick delivery. I emailed ART again giving them a screenshot and amount and asked for a refund. Yes all going well but then again nothing more happened. They I received the email. I could received the whole refund but they insist firstly on collecting the old machine. There is no information in the email about how I provide my bank details etc. I telephoned. A migraine later and a wasted 1 1/2 hours - I am not exaggerating - I was left where I started. I would need to arrange collection, no they could not tell me when, then wait up to 10-14 later for a refund with no appliance whatsoever. They cannot give you a date for collection and another department has to deal with the refund. I said in no uncertain terms this was unacceptable. Who lives now with no fridge freezer for goodness sake. Whilst I was on the phone I looked at Samsung.com and put in the serial number of the appliance they said was unavailable. There is was bold as brass on sale and able to be delivered in 4 days but with no collection option. If they do not collect they will not provide a new one. Catch 22 again. I was so worn down by now that I said in an email find arrange refund. I then received a further email stating that the refund would not be the amount as agreed but the amount I paid for the appliance with a deduction for time used! A complete uturn. I absolutely do NOT recommend Samsung who it turns out have every intention of making it as difficult as possible for their customer, and indeed I have been a very good one in recent years. This is an end to all of that. The 'We will not provide a resolution team' are useless and the manager only repeated what they said we cannot use an appliance on our own website to provide Resolution. I note the returns process is reviewed as being 'could be better' I rather think 'couldn't be worse'. I tried to make a formal complaint and they couldn't even lodge that! I have communicated by email and telephone and indeed tried the chat which failed to work.