The employees I dealt with at Samsung were very polite and helpful. However, there hands were tied, I assume by company policy. I bought a French double door refrigerator. The ice maker had issues form form day one, I just keep removing the blocked ice,(that was my mistake) until the ice maker stopped all together. I noticed a lot of others had complaints on this model, so I called customer service. They said they would send a service repair man to fix it at no cost to me , if it was the ice maker, which I thought was very fair. The service tech was very professional . The ice maker did have an issue, as he pulled out the refrigerator he noticed rust on the back plate caused by not enough insulation in the refrigerator and water had been running down the back.( I'm glad he caught that it could have reunited my wood floors). A mistake made upon manufacturing of the refrigerator. He gave me a customer number in order to get a replacement for the refrigerator, so he said he was told since a replacement was coming to not fix the ice maker. I received a prompt call from customer service. This is where the issue comes into play. The ice maker was a lemon, the insulation was not properly installed from the beginning, but because it was over the warrantee they could only give me a 50% off coupon for another Samsung or give me a pro rated refund. If any of these issues were form normal wear and tear, I would not have had an issue, but these issues were due to faulty manufacturing. I did not want another Samsung at half price( did not want to take a chance on the same thing happening again) so I took the pro rated refund so I can purchase another brand. The employees I give a 5, the company and product I give a 1.