. >>> robert kimball in brentwood mailed us a half inch envelope, all about that refrigerator right there, and a three-year-long back-and-forth with samsungayhe bought the refrigerator in 2014 but the ice maker was usele, producing slush, not ogged appointments us warranty, 20 of them. he figured a new refrigerator was the solution but samsung said no, so he mailed his case to us. we contacted samsung and robert says it offered him a full refund, more than three grand, so he could go out and buy a new refrigerator. the company didn't explain what happened with those 20-plus service calls, but samsung told us it will "carefully review mr. kimball's experience in an effort to constantly improve our processes." we think that's a key part of the resolution here. yes, speaking up time-consuming, but companies that have kinks to work out, might not even know unless customerse photos and documents just like robert did. should you hit a brick wall, you're trying to solve a consumer problem, maybe we can offer a boost. the number is 888-996-tips or online at nbcbayarea.com/responds. >>> 4:58 for y