Samsung Electronics Refrigerators Experience Multiple Malfunctions... Samsung Electronics Launches Emergency Response

*This content was translated by AI.

Samsung Electronics refrigerators encountered a malfunction just before the upcoming holiday. In response, Samsung Electronics has initiated emergency measures.

On the 22nd, just prior to the Chuseok holiday break, dozens of incidents occurred where Samsung Electronics' Bespoke AI refrigerators suddenly lost power and stopped functioning immediately after a SmartThings app firmware update.

From the afternoon of the 22nd until the morning of the 23rd, dozens of posts appeared on Samsung Electronics' product online community "Samsung Members," reporting that refrigerators had suddenly become completely unresponsive. Consumers who reported damage all stated they experienced these symptoms immediately after performing a firmware update via Samsung's smart home platform, "SmartThings."

The issues manifested as the internal LED lights turning off and the internal panel screen displaying the message "Checking SmartThings app during update," which remained fixed for several hours. In the SmartThings app, the affected refrigerators were shown as being "offline." In cases where power was cut, reports indicated that even the internal panel screen went dark and all cooling air escaped completely.

It is reported that most of the products affected by this malfunction are the Bespoke AI 4-Door refrigerator series released in 2024 or later. The update items were listed as simple entries such as "code stabilization," leading some consumers to proceed without concern. Community members also raised concerns that if issues had been identified earlier in the day, the update should have been halted.

When affected consumers contacted Samsung Electronics service centers, they were told the earliest possible visit date was October 1st. In one case, a consumer who protested that holiday food ingredients were spoiling received the response that "employees have left for the day, making immediate action impossible." Another consumer reported being told there had been no mention of activating an emergency response team. Even when inquiring with the dedicated refrigerator department, they only received explanations that power issues require an engineer to visit directly for resolution. Some consumers posted on the community suggesting they should consider reporting to media outlets or pursuing class-action lawsuits.

Samsung Electronics stated it plans to prioritize service requests from customers affected by this issue and will confirm each customer's situation to take measures as quickly as possible. In particular, for cases where remote resolution is difficult and an engineer's visit is required, the company has decided to provide on-site service even during the Chuseok holiday period.

Meanwhile, Samsung Electronics announced on the 22nd that it will operate emergency repair services throughout the Chuseok holiday period. While service centers will be closed on the first day of the holiday, October 24th, and on Chuseok itself, October 25th, repair services will be available via pre-registration at nine weekend care centers: Samsung Gangnam (Seoul), Hongdae (Seoul), Jungdong (Bucheon), Seongnam, Guseong (Yongin), Daejeon, Gwangsan (Gwangju), Nam Daegu, and Dongnae (Busan) on October 26th and 27th.

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*This content was translated by AI.