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August 13, 2015
Last review
August 13, 2015
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First review comment
July 27, 2015
Last review comment
July 27, 2015
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DomVendetta's Reviews

Samsung - 1.7 Cu. Ft. SLIM FRY Over-the-Range Convection Microwave - Stainless steel

Samsung 1.7 cu. ft. SLIM FRY Over-the-Range Convection Microwave: Bake, broil, microwave and roast your food, all with a single, easy-to-use appliance. This convection microwave offers SLIM FRY technology so you can cook crispy food without hot oil for a healthier you. Its ceramic enamel interior means cleaning the microwave has never been simpler. Three Things to Know Before Buying an Over-the-Range MicrowaveLearn how to measure and evaluate your space to find the right over-the-range microwave for your kitchen.Watch the video ›

Customer Rating

Horrible Experience & atrocious customer service

on August 13, 2015

Posted by: DomVendetta

I had purchased a Samsung French Door Refrigerator and I decided to continue upgrading our appliances, by purchasing a Samsung Slim Fry convection Microwave.

I purchased an "out of box" and described in Excellent condition unit, that was shipped to my house. When they installation team opened the box, they discovered that the unit was damaged in shipping (that part is on ups of course) however, they would go ahead and install it they took the old microwave out already and just request a replacement and swap them out; when the new unit arrived.
They discovered, that the store that sent the unit, forgot to send the installation hardware and the attachment bracket, so they couldn't install the new unit anyway. They installed the old unit and left.

I call Best Buy and through all of the hold time, transfers and other typical, outsourced service woes to include having my call dropped numerous time and having to start the process over again....We get another unit coming. Thinking I'm on top of my game today, I ask for a note to be included with the order to "please remember to include the attachment bolts and installation bracket" with the shipment. The Customer Agent says she will do that. Good call on my part to help prevent a future problem right?

The next unit arrives and I open the box to visibly inspect for damage this time. There is no damage due to shipping, it just looks like they will have to align the door with the unit upon installation, no biggie. I call best buy to schedule the installation and after some more transfers and another dropped call, I'm told that it will be 9 days for them to install the unit. Disappointing, but not the end of the world. You would think, in a situation like this, there would be a "priority install message" attached to my file as this could be problematic for Best Buy with any further incidents.

I remember the next day about the problem with the attachment hardware and bracket do I start digging through the box to check. I find attachment bolts this time but again....no installation bracket. If I would have not checked this, 9 days later we would have a second team of installers here and again, they wouldn't have been able to install my microwave. You can not use the bracket off of my old microwave and use it on this slim fry convection oven. It doesn't match or line up correctly.

So now Ill be honest, my patience limiter is starting to get close to the red. I have this beautiful Samsung Unit Im looking at and was once very excited to have installed and now Best Buy has ruined the excitement part of the transaction for me and my wife and buyers remorse is probably whats starting to push me into a negative light.

I call Best Buy, as my plan is to just make sure the bracket is here for the install and no more problems right? After more and I mean way to much hold time and another dropped call, I get people confused about my order and transferred a couple of times. Finally this stern and non apologetic lady gets on the phone and states, yes, this is an open box purchase and I cant authorize to send a bracket out to you.

I asked, " what does that mean, I looked at the open box rules and it says nothing about sending you things without the required hardware to install it" Why would you send out an "Open Box" product anyway and not tell the customer they need other things to get it installed? That makes absolutely zero sense. Her response, " well Im sorry" and then nothing. So I reply, wait a minute, are you telling me, that I have to buy a bracket now to have this installed? Even on an open box, this was just a shade under 500 dollars and you can't give me a metal bracket, to help out with a pending bad customer experience? Nope.

I canceled the installation and when I called to cancel the purchase, I was put on a two way call with an obvious outsourced service agent, that's accent was so heavy, I could barely understand her. She asked me why, I'm canceling the order. While I try to explain, she attempts to cut me off twice and I said, you ASKED ME WHY, you WILL listen to what happened.

I was positive and fair with Best Buy and my reviews until they pulled this with me.

Never again. There is no excuse for incompetence. None. I will never buy anything here EVER again.

No, I would not recommend this to a friend.

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+11points

14of 17voted this as helpful.

DomVendetta's Review Comments

Samsung - 5.9 cu. ft. Freestanding Electric Convection Range - Stainless steel

Largest cooking area with temperatureprecise burners. True Convection - Circulates heat for faster cooking. 5.9 cu. ft. large enough to cook your entire holiday feast.

Overall

3 out of 5

Great looking oven but no extended warrranty

By ClevelandDan from Cleveland, OH

I bought this as part of a appliance package that best Buy was offering. So far the oven works well...I am still playing with the convection function as this is my first convection. It looks really nice although I wish it had a little less black on the top and more stainless but I am picky. My main concern is when I tried to buy it Best Buys website would not allow me to buy the Geek Squad extended warranty. When I spoke to a customer service rep they said Samsung doesnt allow it on this model...which kind of worries me but I still bought it and will see how it goes.

DomVendetta

No warranty?

July 27, 2015

I dropped the oven into my cart just now and it gave me both a 3 year and a 5 year extended warranty option.

+1point

1of 1voted this comment as helpful.

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