When we ordered a replacement for our Samsung American Fridge freezer which suddenly stopped working we checked the AO website for all the specifications of the new one to ensure that it would fit. It mentioned that we would need a filter cartridge but did not explain what sort. We assumed that it would be the same as our old model, with an internal cartridge. In fact it was an external one which needed fitting at the back.
We had paid for the machine to be fitted for us but in fact the delivery men (who were excellent, by the way) failed to fit the filter, probably because if was faulty. We were given a phone number to contact the following day. The solution we were offered was to order a new filter, which we would have to fit ourselves, and claim the cost from Samsung. Having seen the young, fit and trained delivery men struggling with the fitting we knew that, as pensioners in our late 70's, we would not have the strength to pull out the freezer or the dexterity to get behind it and so be able to fit the filter ourselves. A request for someone to come and fit it for us was refused.
So the 2 star rating is because of insufficient information on the AO website about the filter and also because of the failure to complete the connection for which we had paid. In the past we have been very impressed with AO but we would have reservations about ordering from them again.
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