ComplaintsforThe Brick
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Complaint Details
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Initial Complaint
21/11/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a ******* range from the Brick . Within 2 months the glass top was having chunks come off of it . I can not use the burner due to this . I have contacted bothe the brick and ******* . Neither are getting me a resolution as they said it is cosmetic . But when you buy brand new it should not fall apart within a few months . The brick keeps telling me they are trying to get it resolved but this has gone on for months now. I simply want the to replace the range with a new one .Business response
09/12/2022
******* Range model NE63T81S was purchased at The Brick in Amherst NS, on April 7th, 2022, by customer, ***** **** and delivered on May 26th, 2022. Upon customer receiving their range there was no dissatisfaction or concerns reported.
On September 8th, 2022, the customer contacted ******* claiming the unit was defective as
within a few months of use the glass top was breaking. ******* denied their warranty claim after review of customers' pictures, stating it is cosmetic damage and would not occur under normal wear and tear.
After speaking with experienced representatives with ******* and The Brick, they all agree that the issue with the stove top is not a defect but the result of damage, misuse or neglect and is not covered under warranty.
We understand the customer's disappointment, however we stand behind Samsungs' decision.
Sincerely,***** ********* * ******* ******* *** ***** * ******* **** ******
Customer response
09/12/2022
I am rejecting this response because:
Although we put a call in on September 8 we did go to the store before that and tried to resolve this issue .after a short period of time we tried different avenues such as calling the brick , calling ******* .
It is my position that the damage is not due to misuse . The chunks come out of the glass top are almost half the thickness of the 4 mm glass . And there are many of them . Too many to have been from something falling as they are also spread out .
I believe that this is a manufactured defect . Possibly glass that had been previously damaged and then repaired . Much like a bad repair job on metalwork for a car panel can come out .
I was not asking for money back just a replacement .
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.