Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 58in ********** broke on 4/14/23. I requested service through ******* and they had NISI come out (1st available 4/19). The technician said "Yeah it's turning on and off again" which is the information I submitted originally. He loaded up my ** and said he would be back on Monday 4/24. The same day I received a text stating the part would not be available until 5/1, then later that day it would be available 4/24. I called ******* on 4/21 and was advised the part was in transit. On 4/27 I was informed by **** the part would not be available until 5/2 (No Guarantee as they always state). On 4/27 about 2 hours later I get a call that the part has arrived and ** is fixed. Appointment was scheduled for 4/28. 4/28 The technician shows up at my neighbors house first, I had to go get him, then comes to my door with the part and no **!!!! He asks where my ** is?? Are you kidding, I told him he took the ** last week. He says "Oh sorry, I'll come back on Monday". I said it is only 12:30 go get my **, fix it and bring it back - He refused. I called your service line and **** apologized and said we will bring it on Monday. I expressed my frustration and wondered if the company even knows where my ** is or if I will even get mine back. They just don't care!!! Ticket#**********

  Business Response

  Date: 05/04/2023

   First of all, we are sorry for your inconvenience.

  We received damaged part from logistic company for repairing your TV. So we contacted another customer to get the right part for your TV repair, because we knew that you have been waiting long.

  Fortunately, the other customer understood our situation, and we could use his LCD parts for your TV repair.

  We went back to work on Monday morning, 5/1/2023 and repaired your TV, and could deliver your TV to your House on that day.

  As a manager, I am sorry deeply for this happening. We will try our best this won't happen again.

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is absolutely useless. All they do is make take tickets from ******* and cancel the appt request. Theyve done absolutely nothing to fix my fridge. The last man that came, didnt repair a thing but take photos and secretly speak to his supervisor on the phone. Im sure they sure they talked out a way to not help me. The gentleman was scheduled for a 2 hour slot and he literally was only around for 10 min. He brought a toolbelt and didnt use one tool. The fridge flooded my whole house. The back of my fridge is padded with ice and my fridge literally freezes my food, while the freezer does nothing. Its just pure garbage. I will be taking this up with my lawyer. Im fed up with ******* and NISIUSA. They have no desire to help customers or to fix anything. Im so over it. Ive been sent over 3-4 tickets now and each one has been canceled. Like what are yall even here for???? So much for customer **********************

  Business Response

  Date: 04/27/2023

  Good afternoon,

  The customer used a 3rd party water filter instead of a genuine ******* filter.
  This can cause issues such as the one the customer is having.
  The water filter is a consumable part and thus the service center does not provide this part.
  ******* Tech Support was consulted and they deemed this as physical damage and not covered under the ******* warranty since a 3rd party filter was used.
  As the service center, we have to follow *******s warranty policy.
  Please contact ******* for any further questions since ******* as the service center cannot change the warranty.

  Thank you

   

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The provider was subcontracted by ********** a vendor not of my choosing. We agreed to pay $100 for the diagnosis. NISI was instructed to provide at minimum, a diagnosis report. They have yet to do so. We disputed the charge, but they sent ** our bill to a collections agency, so we were bullied into re-paying for services not rendered. There is more to the story regarding the tech's abusive manner and disrespectful treatment, but I will not delve into those details for the purposes of this complaint.

  Business Response

  Date: 05/04/2023

  Dear BBB,
  
  We are a servicer that repairs ******* TVs and appliances.  We do not have any say on the warranty.  If the service call comes to ** and it is in warranty, then ******* will pay for the repair and we will charge *******.  If the ticket comes in out of warranty, then we provide the prices to the customer.  Before sending a technician out for diagnosis or repair, we get the customer's agreement to pay for the visit.  In this situation, the customer agreed and so the tech went out and provided a diagnostic.  As agreed upon, the customer paid for the visit.  We do not agree with the customer, after a year, deciding to complain about ** about paying any charges.  The customer already agreed prior to the visit. Thank you!

  Customer Answer

  Date: 05/04/2023

  I am rejecting this response because:  Though we agreed to pay for a diagnosis and we were happy to pay, as of yet, no accurate diagnosis has been provided.  We could not live with a broken fridge throughout NISI's failed troubleshooting.  That on top of total lack of transparency, lack of communication, and a hideous customer ********************** experience propelled me to make this compliant so others can know to avoid NISI.

• Initial Complaint

  Date:01/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Model Number: WA55A7700AV/US Serial Number: *************** I began having a problem with my new washing machine on New Year's Eve. Around Jan 3rd, ******* emailed me about a recall. They had NISI contact me to schedule an appt for Jan 13th. The man came to home and said that he could not fix anything because ******* entered it as a recall issue. The repairman was friendly but it was very difficult communicating with him because he's Asian and doesn't speak much English. We could not understand each other and he couldn't answer any of my questions. His manager was on speaker on his phone and explained that I'll need to contact ******* to start the process over. The repairman came back on Jan 20th but left without fixing my washing machine because he didn't have the part needed. He came for a 3rd time on Jan 23rd. He told me that it was fixed. I tried to do a load of laundry immediately after he left. I heard dripping water while loading the washer. The repairman broke a part in the box in the wall and there was water leaking all under my washing machine and into the wall!! I do not see how he didn't notice that he did this. He zip tied the washer to the wall. My partner came home, cut the zip tie and got the leak to stop. Within 15 minutes of the repairman leaving, I was on the phone with ******* about the broken part. They assured me that they were emailing NISI and I'd hear back from either ******* or NISI within 48 hours. After that time passed, I was not contacted so I called ******* again, on Jan 25th. They told me to continue to wait. It is now Jan 27th and I've had no washing machine for me and my family for almost a full month. My machine is under warranty and should've been fixed PROPERLY during the 1st visit. I can not even confirm that the washing machine actually works now or not because the water to it had to be shut off to prevent my laundry room from flooding. Please fix my machine ASAP!! This is horrible customer **********************.

  Business Response

  Date: 02/15/2023

  Initial service call which was completed Jan 13 2023 was for the recall service. Tech (***************) replaced the main board and service was complete. Tech (***************) advised customer to call ******* back to reopen ********************** ticket to fix actual issue. Due to language barrier, I spoke with customer. Customer was upset but understood the recall procedure. Fast forward to Jan 23 2023, customer complained there was no water entering the drum, therefore not washing clothes. Tech (***************) replaced main board and water valve. Tech needed to shut off water supply to replace water valve in the unit. Tech mentioned to customer there is rust located on the flexible hose connector that connects to the water supply shut off valve on the customers house side and advised this needs to be attended to or else it might cause a leak. Customer is now aware of the rust according to my technician. Tech proceeded to test unit and unit and found no issues. Tech even went above expectations and zip tied the cold water flexible and drain hose together. As a service center, we do this to avoid flooding by having the drain hose secure. 4 days after the service was complete, we received a dispatch from customer stating after the **********************, there was water all over her floor near the washer. We were scheduled to go back out on Feb 6 2023 where my technician (*****************) found the cold-water flexible hose detached from the shut off valve. The customer removed the hose themselves and cut the safety zip tie that my technician (***************) installed, according to my last technician (*****************) stated. Customer stated the previous technician (***************) caused the water leak. Customer mentioned it was not leaking from the unit, in fact, from the customer's plumbing. We have evidence of the rust on the flexible connector mentioned during second visit. We have ******* tech support documentation stating this is a plumbing issue, and not the fault of the unit. Same rust issue my technician (***************) mentioned to the customer during second visit. When I spoke with my technician (***************) regarding this matter, he is confident he has done the job correctly he feels this is an unfair situation because his intention is to help the customer repair unit. My technician has been fixing ******* appliances for a year and a half. He has followed all proper protocols. Overall, customer has a plumbing issue, which customer failed to follow up after it was addressed to them on Jan 23 2023.

  Customer Answer

  Date: 02/16/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  When the first technician showed up, he stated that this was a recall issue and could not fix the problem. I never called back stating that water was not present because I never tried to use the unit at that time. I did not use the washer at all in the month of January. I had waited to have them fix the unit and instead of fixing it they showed up to reset something in the washer and didn't address the problem at all. The person that's writing this told me over the phone that they could not fix it because they would not be paid because ******* put it in as a recall. I called ******* back and explained that the ticket had not been opened correctly. I then waited for the technician to come back out a second time on January 23rd, and at that point he left saying he did not have the appropriate parts. He then came back the following week and said that he completed the repair. Within minutes of the technician leaving I was already on the phone with ******* because of the water that was now leaking from the box in my wall onto my laundry room floor. This has NEVER leaked before this technician had done service to that area. The technician never told me about rust because the communication barrier was so high that it was a struggle giving me basic information, and he couldn't answer any of my questions. I did not see any rust during the 2nd technicians visit either, he simply showed me that there was some hard water from our well, which I'm sure is completely normal. Of course we removed the zip tie that was holding the washing machine in place because the water had to be shut off immediately and there was no other way to reach the wall without moving the washing machine. What does that have to do with this? Most of what this person wrote was fabricated. This company damaged something in my home and instead of fixing it, they made me wait an additional 2 weeks and then told me it was my own problem. It was not broken before their technician was messing with it during his 3rd visit to my home, but was leaking immediately after he left...therefore their technician clearly broke it and should have been responsible for fixing it. I do not understand how it was possible for a ziptie to be placed within inches of an aggressive leak, and not see or hear it. I explained in detail to their scheduler before the first visit what the problem was. At that point, if ******* had issued the ticket incorrectly then she should have caught that. I see no reason that this repair wasn't performed on the very first visit but instead I was left without a washing machine for at least 5 weeks. I also explained to her what the resulting problem was with leak so there's no reason that they should have come to my home two weeks later and been surprised when they found out the leak was not coming from the actual machine itself. If they weren't going to fix what they broke then they should have told me that right away instead of making me wait on top of having to pay to fix it myself. I reject their response and highly suggest future customers beware.

  Business Response

  Date: 02/16/2023

  ***Document Attached***
  
  See Attachment/File: attach_file.zip

  Customer Answer

  Date: 03/02/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Everything I have already stated previously was correct, and this company has offered no solution, so this will be the last time that I respond. I do appreciate them confirming that gave wrong information in their initial response. Their technician never mentioned a single thing to me about rust, or any other issue with my property. Even if I could not understand him, he should have had me come look at the parts and by pointing while speaking, I'm sure that I could have figured it out. The manager that I spoke to on the phone also did not mention it, and I was not aware of it until the 2nd technician informed me during the 4th visit. I stand behind my belief that if it had never leaked before, but had a steady drip (almost to the point of a flow) immediately after he left, that something was done improperly. I am not asking this company to replace or repair something that was worn out that was my responsibility. My complaint is that they took a month to fix my washing machine, and instead of looking at my files and telling me that they would not fix it after I explained the problem, they mislead me to wait even longer for no reason.

  Business Response

  Date: 03/02/2023

  The recall service does not pertain to accessing the water supply. The technician (Leeo) advised the customer during the second ********************** there is rust on the flexible connection towards the wall, hence customers property.
  
  As customer mentioned, they are correct about technician (Leeo) did not have the part to fix because he left it at the office. The technician felt terrible for his mistake so he arranged with the customer to go back as soon as possible to finish the job. Technician came back and finished the job per customer stated.
  
  The picture of the rust was taken by the technician (Leeo) and uploaded to the service ticket during the second visit. The same rust situation that the technician (****) mentioned to the customer.
  

• Initial Complaint

  Date:12/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought Samsung 85" tv 8 months ago and the TV had warranty till Jul 2026 The TV started showing vertical lines , called Samsung customer care and they are blaming me for user damage , I tried to explain that there was no user damage , finally Samsung assigned the repair ticket to NISI USA Inc and NISI texted me that they would charge $300 for the visit and if the part needs to be replaced they would charge an extra $1600 Which is more than the cost of the TV itself , Horrible customer service !! My Samsung refrigerator failed in first 3 months and Samsung TV failed in first 8 months Never buy Samsung products !! NEVER !!

  Business Response

  Date: 02/24/2023

  Business Response /* (1000, 5, 2022/12/05) */ Dear ************, It is unfortunate that your television developed lines on the screen. However, base the pictures provided, you can see cracks on it. This just does not happen on its own and if you read the user manual, it will state the type of physical damage will not be covered under warranty. This is also why the service center provided prices for repairing the unit, since it will be an out of warranty repair. I fail to see how this would be poor customer service since they did their job accordingly. As far as your refrigerator goes, there is no record of your issues with it, at least on the service center's end. If you need that repaired, please provide additional information. Thank you.

• Initial Complaint

  Date:09/23/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A technician came to repair my defective Samsung ice maker on 9/22. The refrigerator never started cooling again after the repair. The ice maker, water, and top part of the refrigerator are all non functional. I lost my food and dog's medications overnight. They are saying they cannot come back until 10/3 to fix their mistake. This is unacceptable.

  Business Response

  Date: 11/10/2022

  Consumer Response /* (2000, 5, 2022/09/29) */ This has been resolved directly with the business. Thank you!

• Initial Complaint

  Date:09/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been waiting 2 weeks for my appointment to repair my Samsung washer that is still under manufacturer warranty since it isn't even a year old. I can't get a hold of anyone, no one will answer the phone. They in no way have tried to contact me. Samsung does nothing to help since this is who they contract out to fix any issues.

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/23) */ About three weeks ago, there was a firmware update with this model. Unfortunately, there was an issue with the update which caused the units to have error. There was no new update to fix this until recently. This solution involves a hard reset. If that did not work, then a part replacement is needed. The part shipping was delayed. Now that we have a solution, Technology completed the repair on Thursday, September 22. We, at the service center, were told that Samsung would contact customers affected by this issue. We are sorry that nobody has reached out to you as we were under the impression they were informing customers of this.

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased this terrible Samsung refrigewith dual ice makers that have broken down since we purchased it. I paid service technicians multiple times to repair. Finally Samsung got me with NISiUSA and that communication has been like ****. Can't get any calls back from the San Antonio office for updates or repairs. I took a day off when they said they were coming and have not come. Service Type : In Home Service Warranty : In-Warranty : Labor (01/31/2015), Part (01/31/2015) Product Information Model Number : ************** Serial Number : VXXXXXBDBXXXXXB Product Symptoms : Ice/Water/Sparkling/Ice making/ice bucket stuck issue/Ice room or bucket frost Service Information Contact / Return Information Customer Name : **** ******* Address : ******************************,XXXXX Email Address : ************@outlook.com Home Phone : XXXXXXXXXX Alt. Phone : XXXXXXXXXX Call Time : Authorized Service Center (Shipping Information) Name : NISIUSA INC Address : XXXXX **************************** XXXXX Email Address : *****@NISIUSA.COM Phone : X-XXX-XXX-XXXX

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/09/09) */ The part that was needed to fix the customer's unit was backordered with no estimate time of arrival. We tried to alert the customer of this as soon as possible. The customer was not answering the phone so we left a voicemail.

• Initial Complaint

  Date:08/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Samsung assigned a repair ticket for my 82" TV and **** replaced the main board on 4/12/22. Within the 90 warranty 7/7/22 the board died again exactly as it did before. I tested all the options on Friday to make sure. **** is closed Sat and Sun. I tried calling Monday and Tuesday and waited over 15 minutes each time with no answers. Finally on Wednesday I just let the phone ring on speaker.... 61 minutes... they answered. I spoke with the manager Robert in the Dominican Republic who made a ticket to fix the bad board on 7/19. Late on the 19th I got a text saying they didn't have the part and didn't know when or if they could get it. Someone cancelled the ticket on the 7/21. I have spent the last month calling to get this resolved. The web page nisiusa.com/#warrant is clear. "If a part installed fails during your warranty period, simply give us a call! We will QUICKLY dispatch ..... at no charge". It has been 4 weeks and no resolve. No part ordered. Every time I call they want a Samsung ticket number. I tell them this does not involve Samsung. It is a warranty between **** and me. So tonight 8/23 I spent 2 hours online with Samsung. I have a ticket number as **** requests. There are no other numbers I can find. I ask for customer service, or a supervisor or a warranty department. And they just go in circles to get a ticket from Samsung. The TV is NOT in warranty. But the replacement board that **** installed WAS in warranty when it died.

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/08/25) */ **** contacted customer and confirmed to repair the unit (TV ) and part cost will be waived and customer agreed to pay the trip and labor fee only. Repair is scheduled on 08/26/2022.

• Initial Complaint

  Date:07/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 20, 2022, Mike from NISI came out to fix an error code on my Samsung washer. Mike proceeded to try to fix my washer through trial and error. First he replaced the motor, which didn't make the error code go away. So he uninstalled the new motor and replaced it with my old motor. Then he replaced a panel which made the error code go away. When I asked specifically what was wrong with the machine, he would not give me a direct answer. He did say that the repair came with a 90 day warranty. I paid him $437.74 and he left. Although the error code was gone, the machine began slowly leaking water from the front inner top of the machine. The machine was not leaking water before Mike worked on it, and it was obvious that he did something to cause the leak. I called NISI and they sent out Marlon on June 9, 2022. Marlon insisted that the leak was caused from a worn diaphragm. So I agreed to that repair. On July 1, 2022 Marlon came out to install the new diaphragm. He stated that there would be a 90 day warranty on this repair too. He replaced the repair, I paid him $252.05 and he left. As soon as I ran the machine, the leak continued and there was absolutely no improvement. The new diaphragm did nothing to fix the leak. I have called NISI numerous times since, and they have done nothing but give me the run around. NISI wants to blame the manufacturer Samsung instead of assuming responsibility for their technicians' (Mike and Marlon) work, but NISI is the company I paid a total of $689.79, and NISI assured me that I had a 90 day warranty for my repairs which they have not honored. NISI's behavior as a whole has been unethical, and their technicians have proven to be so incompetent that I have no choice but to hire a different company to fix my leaking machine. If I paid them $689.79 to fix my machine, and my machine is still broken, and they won't honor their warranty, then I am owed my money so I can hire someone else to fix my machine.

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/08/03) */ We apologize for the length of the repair, but this unit had multiple issues, therefore the multiple visits and multiple parts used. We would like to resolve this and satisfy the customer. We did attempt to schedule an additional appointment with the customer to fix all the issues, however, the customer did not want either of the techs that went out before to come back. If the customer is willing, we can certainly schedule a new appointment with a different tech to take care of the problem. Consumer Response /* (3000, 12, 2022/08/16) */ This company is not honest. NISI scheduled Brandon to come out and fix the machine on July 13th. When he didn't show, I called them and was told my appointment was cancelled for no apparent reason. They have since refused to come out and fix my machine. I am entitled to a refund since they will not honor their 90 day warranty. Business Response /* (4000, 14, 2022/08/24) */ Dear BBB, I believe the customer is mistaken as we sent 2 different technicians to repair her unit. She did not like either of them and requested a third dfifferent tech. We were to oblige with our lead tech and scheduled an appointment. This appointment was cancelled by a Samsung agent. This would only happen if there was some sort of communication between the customer and Samsung. We are not privy to their conversation and do not know why the appointment was cancelled. A new ticket was created again for an appointment, but that ticket, too, was cancelled by a Samsung agent. She may believe that it was NISI that cancelled the ticket but it was not. Consumer Response /* (4200, 16, 2022/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not mistaken. It was not about whether or not I "liked" the technicians - it was about the fact that neither of them were competent enough to fix my machine. I have called NISI directly multiple times and asked them under NISI's own 90 day warranty to come out and repair my machine. They have refused and continue to blame others for their techs mistakes. It is not unreasonable at this time for me to request a refund so that I may have a different company with competent techs repair my machine - especially since NISI refuses to come out and fix my machine and just continues to blame the manufacturer. I have been trying to get my machine repaired by NISI since May, and it is unreasonable to expect me to continue to be given the run around with them. It is time for them to take responsibility and refund my money so I may get my machine repaired once and for all.