Samsung GEO WindFree AR9500 Series

I purchased 2 Air-conditioning units, WITH Installation. The Aircon unit was delivered promptly. However the installation was a no show!!! I followed up for a full month by email and phone, and got no where. So I request a refund, the online customer service team (very polite) were helpful in channeling me back and forth, to get the refund lodged. I had to repeat the same process 2 weeks later, as I didn't get any feedback from the 1st request. 2 weeks after lodging the 2nd refund request, Samsung did get in touch with me. Unfortunately, it was to advise me that they cannot refund back to the credit card, instead can only refund to my back account, plus I would have to adhere to Samsung's process timelines which is in effect to wait for another month.

In short, Samsung took my money, no service installation ever occurred, and the refund process takes another 2 months. :-(

Key points: 1. NO SERVICE!! and installation partner would never call!! Why keep me waiting for a month? Seriously, if Samsung could not provide the service via its delivery partner network, Samsung should tell me right away. Kept me waiting and I followed up again and again, until I got frustrated waiting and went away. Calling a local to get the insulation done is much better than even thinking of Samsung. 2. What an absolute Joke of a Refund service! Just to clarify you are holding MY MONEY in which SAMSUNG FAILED TO PROVIDE SERVICE, and SAMSUNG thinks it's legitimate to take a very lengthily refund process. (1.5 months since commencing the refund request process, im still waiting). And why cant SAMSUNG just refund back to the credit card? Why does SAMSUNG have policy to prevent to easy refund back to the credit card in which original payment was made? SAMSUNG's excuse that its a material amount thus their policy states otherwise, is simply not good enough.

As I see it Samsung management are intentionally withholding / delaying the refund to get free interest!

In Summary NO SERVICE + NO REFUND (In total SAMSUNG are holding my money for 2.5 months). WHY bother with Samsung? I should be sending Samsung a penalty interest bill for being so slow. Pls note I have been very patient, waited and waited and waited and had enough. MY EXPERIENCE HAS BEEN TERRIBLE.

SAMSUNG'S MANAGEMENT are at FAULT for letting this level of experience take place!

Stay away from Samsung – Don't bother considering Samsung split systems - rubbish reliability. Have multiple systems at home - Panasonics and Fujitsus which still works without needing service for more than 10 years. Bought a Samsung 5kw windfree split system less than 2 years ago as it looked nice. Something went wrong where the system's thermostat was no longer working so the unit failed to cool or heat reliably. Tried to get it serviced under warranty, Samsung assigned me a technician from 1 hour away who then declined to do the work. Waited for weeks. I paid for someone to come and look at the unit who got in touch with Samsung who suggested that part of the circuitry be replaced. Despite multiple attempts and many hours spent by the technician, it appears that the unit is a writeoff. So...I have paid another $2750 to have the whole unit replaced with one from Mitsubishi electric. Should have listened to the reviews, should have listened to what people said on the forums - Samsung is rubbish; just like my galaxy fold 3 which just gave up the ghost recently.

After sales support disgraceful – We have had 2 issues with 4 x Air Conditioners. Samsung customer service is 100% useless. Their technical support is subpar, they don’t understand basic explanations of the problem, they don’t follow through with solving the issue, they will not send out a technician. The air conditioners themselves i would not recommend- incorrect temperature readings, auto setting not consistent, connection with smartthings app flawed with issues; not that quiet and the outdoor units are excessively bigger than other brands.

Based on the after sales support, we will NEVER ever buy a Samsung product.

Terrible support from samsung – Unable to get a resolution from Samsung online help regarding wifi connectivity, 7 months and hundreds of email. Promise to contact me but never do