A Revere man's new $4,100 refrigerator was broken. Call For Action helped him get a refund and a fix.
A man in Revere, Massachusetts spent thousands of dollars on a new refrigerator, buying the latest model with all the bells and whistles. But he says the door was defective.
Unable to get it fixed on his own, he contacted the WBZ-TV I-Team's Call for Action.
"I noticed the beverage door didn't open all the way," Anthony Guarino explained.
He said the door on his Samsung refrigerator hasn't worked properly since the day it was delivered.
"I started calling Samsung and I just kept on calling and calling. They kept on saying they'll send a service guy over," he said.
"Really frustrating"
The company sent out several repair folks, but no one could repair the door.
He bought the refrigerator in December as part of an appliance package. It retails for $4,100.
"I said I liked the style, the way it looked," he said.
Refusing to give up, he continued to call Samsung, asking for his money back.
"I was on the phone with them four, five, six times a day. Every time I called, I spoke to a different agent," he said.
He said he wrote down their names and even reached the escalation department, but was told he couldn't get a refund or an exchange, despite being under warranty.
"I couldn't get a refund or a swap. Even though I was under warranty. It was really frustrating," said Guarino.
Call For Action gets results
That's when the I-Team reached out to Samsung. Within two days, the company called him.
"They were going to give me a refund, I could do whatever I want with the refrigerator," said Guarino, adding, "If it wasn't for you I'd still be arguing with them on the phones, so thank you."
Samsung also responded with a statement, reading in part, "We regret the experience Mr. Guarino had and remain in contact to ensure the matter is resolved to his satisfaction. We aspire to have best-in-class service for all our customers."
If you have a consumer problem you need help with, email WBZCallForAction@cbs.com to investigate.
