I don’t know the particulars of how you paid for the appliance, but if you charged it on a credit card, I would see if your credit card company would come to your rescue. You may discover that Lowes and/or Samsung may change their tune if they know they’re not going to get paid.

Hi, Thanks for the comment. I did not pay with a credit card, so cannot go that route. 😭

I’m disgusted. Is there no warranty on that refrigerator? Samsung claims to have ”best in class” warranty coverage.

Not only is there a full manufacturers warranty, I sprang for the extended warranty - and I'm NOT covered. I can't even wrap my mind around it.

I stopped by a local appliance parts store, I told them my situation, he said that they do not stock any Samsung parts because the company is horrible to work with. I also stopped by a local mom and pop appliance sales store, they had every brand except Samsung,bi asked why, he said "because they are awful to deal with".

I have really learned an expensive lesson. No more Samsung.

You didn't state the refrigerator model you purchased so I assumed it was the Samsung RF32CG5400SR which is $1700 at Lowes. (You can find your Samsung product manuals at https://www.samsung.com/us/support/downloads/)

According to page 34 of the User Manual, "The height of the door can be adjusted using the provided snap rings, which come in 4 different sizes (1 mm, 1.5 mm, 2 mm, and 2.5 mm)." You lift the door slightly and then slide in one snap ring to increase its height.

This has nothing to do with warranty; the refrigerator is not broken and does not need repair. Lowes adjusted the door-height incorrectly with the wrong part. You should check the package of materials of shipped with the refrigerator and follow the User Manual instructions to increase the door height with a snap ring.

The model # is RF32CG5100SR.

I was not given any additional parts when it was delivered. When I called Samsung they said I would have to pay for the snap rings/c-rings.

According to the User Manual for the RF32CG5100SR refrigerator, the snap rings were shipped with it. Perhaps the installers inadvertently discarded the parts. (In my experience, appliances are shipped with a bag of documents and parts.) These Australian Adjustment Instructions state that Samsung/Austrlia may be contacted for replacement snap rings. As you wrote, you can also get them from Samsung/US and these parts would enable you to fix the problem.

A set of snap rings should be available. Even if you have to pay something. Do it and fix the door height. Amen.

Search for Samsung part number DA99-04158A. Parts sources have them. The popular auction site has choices. The site that offers prime has choices.

Simple DIY repair. Just like sliding the drawers into it, or plugging in the electrical cord. . This does not require a repair person, which is why it is not covered for repair.

Why was this never related to me with all of my phone calls. First of all I should have been provided some additional clips, then when theirs broke (after only a couple of weeks), they should have explained the simplicity of it and should have sent me a link to a diy video of how to do it. None of that happened.

Does GOOGLE not work from your browser? Can you physically not read the specs and literature? They are not there to spoon feed you simple stuff. Plus, it's freaking Samsung. If you had wanted a better experience, and a better product, you would have bought a better brand and better product.

Was the refrigerator boxed upon arrival, or uncrated before delivery? Either way, the package of clips included with it apparently was discarded. Do you have the manuals for it? The door-shim procedure should be detailed somewhere in them. Big-box delivery personnel sometimes are contracted 3rd-party vs. store employees. It's not unusual they may not be versed on the nuances of a given situation, and are unlikely to take the time to peruse the documentation once they're "skilled" on the typical delivery/installation procedure.

You could try contacting your Lowe's again and explaining that a package of door shim washers/clips should have been included with your refrigerator and you don't have them ... although they may dismiss you again.

"When theirs broke" ... the clip possibly was a Samsung clip that was on-hand at the local store, perhaps taken from the packing material of a display model by an employee or manager who knows about them.

Minardi: "Plus, it's freaking Samsung..."

Same comment we've heard a thousand times. Samsung provided a working appliance, parts to adjust the doors, and instructions on how to do install one.

dadoes: You didn't read the thread. I provided a link to the user manual which includes instructions on how to install snap rings. Contacting Lowes again makes no sense; it installed a"plastic washer", not a snap ring. She should just obtain the snap ring set from Samsung, install one, and call it a day.

WDCC,

I absolutely have read every post in the thread.

Surely, the user/installation manual references the rings and how to install them. I have downloaded and perused the manual for the OP's model. That doesn't mean the installers read it. The OP apparently didn't read it ("Why was this never related to me with all of my phone calls") until after it was brought to her attention (by you?), and there's no direct confirmation as-yet that he/she did read it and is only reacting to information stated in the replies.

The package of rings included with the refrigerator are (should be) of four different thickness, to be used individually (or perhaps together as-needed) to adjust the lower of the two doors to match the other. Gator Fan could call it a "plastic washer" in the OP as likely as any other term, having no specific info at the time of the OP.

Get with the store manager in person & have them get warranty enforced. It should have been exchanged immediately.

dadoes: "...or perhaps together as-needed"

The instructions direct one NOT to do this.

Jeffrey R. Grenz, General Contractor: "have them get warranty enforced. It should have been exchanged immediately."

The appliance is not defective. There is no warranty issue. The refrigerator should not have been returned. Ignore this "advice".

How is this not a warranty issue? The fridge is 10 weeks old and a PART BROKE.

"I stopped by a local appliance parts store, I told them my situation, he said that they do not stock any Samsung parts because the company is horrible to work with. I also stopped by a local mom and pop appliance sales store, they had every brand except Samsung,bi asked why, he said "because they are awful to deal with"."

FWIW, a highly regarded local place will no longer service Samsung because the company is horrible to work with on warranty claims and they were losing money on warranty service calls because Samsung refused to reimburse them appropriately. So they washed their hands of them.

I'll never own another LG or Samsung -- had both brands in the house when I moved in. Note the word HAD. Never again.

porkchop_z5b_MI: "How is this not a warranty issue? The fridge is 10 weeks old and a PART BROKE."

No, a part did not break. The refrigerator is not broken. There is no "warranty issue". The refrigerator was shipped with a set of snap rings which are used to adjust the door height. The user manual describes how to install a snap ring. Lowes did not install a snap ring shipped with the refrigerator. The OP has not obtained the parts or installed one.

The opinions of the "local appliance parts store" -- which does not have the parts INCLUDED with the appliance -- and the "mom and pop appliance store" are irrelevant. The opinion of a "highly regarded local place" regarding Samsung warranties is irrelevant as adjusting the door has nothing to do with a warranty. Sheesh.

If you want to make this more complicated, if you want to be unreasonable, call you card company and challenge the sale as not installed correctly. I would get the snap ring set and follow the instructions to level the door. It'll take you less than 3 minutes.

You only have 48 hours after delivery to register a cosmetic issue with the retailer. Which isn’t covered by anyone’s warranty. Any issue after 48 hours is handled through the manufacturer’s warranty process, as a warranty service. Except they don’t make service calls to adjust the fridge shelves either. Because the warranty only covers functional issues. Not cosmetic ones.

It’s also Samsuck. The company that went after the dozens of very vocal and longstanding Samuck complaint groups rather than addressing their parts and service issues. After FB closed them because of ”infringement” of their trademark, they had to relaunch and rebuild using euphemisms about ”well known Korean appliance maker” Attack the visibility and integrity of the complainants rather than the actual problems is evidently a very successful modern psyop.

But if the door is out of alignment, is it not a functional issue? I would think that could cause problems with sealing, condensation build-up, etc. I still think it's on Samsung to fix the problem or at a minimum ship out a part free of charge that the OP can use to fix the problem himself. (Samsuck -- LOL!!! Ain't that the truth.)

Monique: "You only have 48 hours after delivery to register a cosmetic issue with the retailer."

No, there was no "cosmetic issue". One of the doors needs to be raised and the manufacturer provides parts and instructions to do this.

"It’s also Samsuck."

Irrelevant comment which doesn't help to solve the problem which you still don't understand.

porkchop_z5b_MI "But if the door is out of alignment, is it not a functional issue?"

No, the door is not out of alignment and none of the problems you list have occurred. The door simply needs to be raised to match the height of the other door. The manufacturer provides the parts and instructions to do this. The OP appears to have misplaced the parts and there is no indication she clearly requested replacements -- paid or no-charge -- from Samsung.

If one door is higher or lower than the other, then the doors are out of alignment. I still think it should be a warranty claim, doors out of alignment are probably going to cause functional issues.

We can argue this ad nauseum, but let's face it -- this is likely an uber-cheap fix for both Lowe's and Samsung, and in the spirit of customer service, one or the other should send the part to OP or send someone out to the house to deal with it. Good customer service breeds repeat customers. Sounds like Lowe's lost OP as a customer, and Samsung probably will, too, which is more money lost than the cost of a cheap part or a couple-minute fix by the serviceman on a recent purchase. Short-sighted customer relations by both companies -- taking care of the customer shortly after purchase could have made all the difference here.

"The OP appears to have misplaced the parts and there is no indication she clearly requested replacements -- paid or no-charge -- from Samsung."

OP did contact Samsung, stated in the original post: "I called Samsung, they said "not their problem that it's my responsibility to pay out of pocket and fix it". OP didn't specifically state they requested replacement parts, but we can read between the lines here.

porkchop_z5b_MI: "I still think it should be a warranty claim, doors out of alignment are probably going to cause functional issues."

Nope. Samsung provided the parts and instructions. If your theory were true, levelling a dishwasher upon installation to prevent "functional issues" would be a warranty claim.

"OP didn't specifically state they requested replacement parts, but we can read between the lines here."

Only you can.

Homeowners are expected to own and operate a basic screwdriver.

$1.29 at Home Depot

Yes, most definitely, lesson learned, I will always buy locally in the future.

Gator, don't beat yourself up for it. Twice in my lifetime, I ordered from a box store. Twice I KNEW BETTER!!! And twice I got burned.

First time: Late 90s: I needed carpet for a family room. My entire house is original 1925 wood floors but this addition had carpet. Box store quoted, I ordered. I waited for several months. They kept making excuse after excuse. I truly believe they didn't quote it correctly....and were at risk of taking a huge loss. So finally they told me they could no longer get the carpet I wanted. yeah, right. So, months wasted waiting on Lowes. I ended up ordering from a local flooring dealer. They had it in stock. It was soft and gorgeous! Better quality than I quoted at Lowes and they had it professionally installed within a week.

Second time: 2015: I needed a new gas dryer after mine died. I was being lazy and didn't feel like ordering from my normal appliance vendor. One of the box stores had a Promo going on with $50 Installation! (or something like that) I thought what the heck! They surely can't mess up a dryer installation since they were just replacing my existing gas dryer Well some yahoos delivered the dryer and just set it in my basement. They were leaving....and I said "wait, what about the dryer gas hookup and the duct to the outside?" They said they needed more parts to do that and since I didn't have it on site for them, they couldn't do it. What a racket!

There is one box store that has good appliance service and that is BIG SANDYS. They actually have an appliance service department at their locations!

The Kitchen Place: "They were leaving....and I said "wait, what about the dryer gas hookup and the duct to the outside?" They said they needed more parts to do that..."

I looked at the Shopping Cart webpage for the purchase of an LG DLG3401W gas dryer (selected at random). The page states that a dryer connector, dryer vent, and clamp "may be required for installation" the the 'Learn More' drop-down stating, "These small items are necessary for your appliance to function properly." The bargain $50 installation price likely didn't include these parts and it sounds like you failed to make sure the parts were included with your order so they weren't on-hand for the installation.

My experience buying a gas dryer from a big box: Lowe's installers delivered my machine but told me point-blank they don't touch the gas hook-up, I was on my own for that, and I was told this was AFTER the machine was at the house. I wasn't told this up front. IDK if this is something specific to my state along the lines of only a licensed plumber can work with gas lines -- no clue, but I should have been told this at the time of purchase so timely arrangements could have been made.

porkchop_z5b_MI: "Lowe's installers delivered my machine but told me point-blank they don't touch the gas hook-up"

Correct. From the Lowes website:

• "Q: Will Lowes install a gas dryer?
• "A: Yes. Installation is completed by a qualified third-party professional, requires an appointment and must be purchased."*

So Lowes deliverymen do not fully install gas dryers.

-----

*https://www.lowes.com/l/install/washer-dryer

^^ I paid Lowe's for delivery and INSTALLATION. Maybe your definition of install varies from mine, but my definition is hooking up the machines so they're ready to use. Not just unboxing and putting them in the room and then telling me nope we don't touch the gas hook-up, sorry you're on your own for that.

I agree porkchop. That's pretty much exactly what happened to me. To call it "installation" is very deceiving! The salesperson should have told me I needed to have parts on site and hire my plumber for a gas hookup.

The delivery guys will plug in a fridge. They have an entirely different contracting company for the more involved installs. They require separate appointments, and parts be purchased. Hardwiring an oven or hooking up gas appliances requires someone with a contractor license, not a CDL.

The Kitchen Place: "The salesperson should have told me I needed to have parts on site and hire my plumber for a gas hookup."

The current Lowes shopping cart for a gas dryer shows the option of "Installation + Req'd Parts". Perhaps installation and parts were separate on previous versions of the shopping cart or could/can be purchased separately during an in-person sale.

That's all nice and good. But calling something "installation" and then showing up and saying...oops we can't do that? I don't care what their disclaimers say. It's a TACTIC to increase sales. It's deceiving. I'm sure a lot of people order their appliances for the added benefit of getting them installed from the same company. Only to find out...they're not REALLY installing it. Sorry, it's not right.

So I searched my email, and I apologize. I ordered the dryer with Home Depot, not Lowes. Here is a cut-and-paste from that email. I actually DID order the extra parts that were suggested. Sorry I had forgotten this. This order was placed in 2021.

Your OrderItemM926-NATURAL GAS DRYER INSTALLStore SKU # 740689
Quantity: 1
M901-HAUL AWAY YOUR OLD APPLIANCEStore SKU # 174602
Quantity: 1
M938-GAS DRYER PARTS KITStore SKU # 205834
Quantity: 1
M916-SEMI-RIGD DRYER DUCTStore SKU # 410739
Quantity: 1
S/O APPLIANCE DELIVERYStore SKU # 863701
Quantity: 1
GE GTD33GASKWWStore SKU # 1001767448
Quantity: 1

Order your appliances through a local appliance company with "white glove service" and real installation.

Sorry OP...didn't mean to hijack your thread. Carry on folks!

The Kitchen Place: "Order your appliances through a local appliance company with "white glove service" and real installation."

Or order from Home Depot and receive, as shown above, the same thing.