We've bought a Samsung refrigerator/freezer 11 months ago. A month ago my freezer compartment stopped working. I've reached out to Samsung since we're still under the 1 year warranty. They've tried to tell me I wasn't covered any longer. I bought it April 8, 2020. It's only March 2021. I asked them to do the math. An hour on the phone with Samsung customer service as he was typing up the report only for him to tell me to contact the store I bought it from. I told him I did and they referred me to Samsung as we're still covered under the 1 year. He asked me to provide receipt, which I did. It has all the information of my purchased and when item was to be delivered. He than asked if he can see the payment method I used to pay for this. The email confirmation I have shows my order and that it was paid. It didn’t reference how I paid for it, cash/credit etc… What does it matter how I’ve paid? I’VE PAID and item was delivered! An hour and half into the call he finally put in a ticket to have service come out. Upon waiting for the service, I had multiple phone calls from their service center to confirm my appointment. How many times do they actually need to confirm the appointment after I said yes the first time?! A week later, the first tech arrived. He looked at my unit and simple just told me, they will need to have another tech come out here. So now I'm waiting another 2 weeks! As of yesterday, the second tech came out, looked at the unit, stated it was damaged upon delivery because something inside broke and it would’ve only happened upon transporting the unit. He supposedly did what he called a "repair" and told me to contact Samsung the next day if the unit isn't working. Of course the next morning I contacted service and told them the issue, they than transferred me to Samsung. Spoke to someone at Samsung, and as of now I'm asking for a refund or exchange. Was on the phone with him for a good 45 mins as he was typing up the report only for him to tell me the service dept needs to update the ticket. He tried calling service as I remained on hold for another 15 mins and came back and told me the lines busy he can't get through. So he asked me to call them since he can't do anything until the tickets been updated. So I called service dept, got through in less than 5 mins, asked them to update the ticket as advised from Samsung. The rep updated the ticket and told me I can call Samsung back now. I called Samsung back and told them ticket has been updated, but of course this time got another rep, Jonathan, who was pretty rude and not understanding at all. He pulled up my ticket and said he needs to call service dept to confirm. Comes back and tells me they will need to send another tech out here to service my unit. At this point I've lost my patience. I've been out of a freezer for a month, my foods are spoiled, I have multiple kids who relay on this unit. He was trying to argue with me and wouldn't even let me get a word in. I had to asked him if I can please finish explaining my concern. Of course he didn't seem to care at all as to what I was trying to express, he just referred me back to service dept to schedule an appt. I asked to speak to a manager he said he'll put in a request to have a supervisor contact me back within the next 48 hrs. So I called service dept AGAIN for 3rd time TODAY to schedule an appt. I explained to the service dept what's been going on, but of course all they can say is "sorry" because I'm sure that's what they think I want to hear. I need more than an apology at this point. I need an exchange or a refund. Of course they can't do that for me since the service tech didn't notate that the unit isn't repairable. I than asked, what did the tech notate on the report? To my surprised this was the report, "Customer refuse repair and will contact Samsung." This frustrated me even more since I'VE NEVER REFUSED THE REPAIR! I had asked him prior to him leaving my home did he attempt to repair it. He said yes! I'm beyond upset at the lack of service and how hard it is to just get my unit repaired, exchanged or refunded. I'm now waiting on another tech to come out NEXT WEEK. Who knows if this will even get repaired. Are they just waiting of my warranty to expire on April 7th? Does Samsung even understand my frustration? I would not recommend Samsung appliance at all. Defected from the start and worst customer service I've ever had to dealt with. NEVER will I ever buy another Samsung appliance ever again!