When the Ramos family moved to Plano two years ago they, like many people, bought new appliances for their new home. But when they couldn't stop the loud noises coming from the refrigerator they called NBC 5 Responds for help.
For this family, having a reliable fridge is a must.
"I have three young kids, so you can imagine we go through a heck of a lot of milk."
Jason Ramos purchased his Samsung fridge two years ago. It did the job for the first year and a half, but shortly after disturbing noises marked the beginning of a frustrating battle.
The inside was warm and the food was spoiled, so Ramos called in a repairman to take a closer look.
"He knew exactly what to do. He did it. He replaced some pieces and parts and got it working again," Ramos said.
But shortly after the refrigerator began to make noises again.
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"A clicking. Just a click, click, click," Ramos recalled.
His problems returned. He decided to contact Samsung and after several phone calls a technician finally showed up to fix the fridge.
"We were happy until we started hearing noises again from the refrigerator. So we reached back out to Samsung and that's when it became more of a battle."
He said he couldn't get answers and still had a faulty appliance.
"Days turned into weeks and weeks turned into months," Ramos said. "So then we decided to reach out to NBC."
NBC 5 Responds reached out to Samsung directly and within days of our call they were working on Ramos' problem.
"They reached out to us and finally agreed that we will take care of the refrigerator. We understand and we're sorry you had to go through this," Samsung said.
Samsung offered Ramos the option to receive a check or a credit at Best Buy. He chose the credit, went into Best Buy and picked out a brand new fridge worth $2,499.99.
And he stuck with the Samsung brand.
"Simply because, you know what, at the end of the day, they stood by their product. They offered us a replacement and they were good to their word," Ramos said.
