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Washer-Dryer Machine breaks down in less than 12 months. Poor customer service support. No solutions offered to solve issue!

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Apprentice

Washer-Dryer Machine breaks down in less than 12 months. Poor customer service support. No solutions offered to solve issue!

 

Please reconsider other brands when buying a dryer / washing machine. Mine broke down in less than 12 months. The customer service is not helpful. Methods of contacting the Samsung custoemr service is either via Facebook messenger or call - which they rarely response quickly. 

If they response, it will take them to an appointment with the technician. The follow up is horrible. 

 

And, the technician does not ensure that the machine works. Hey, and the machine does not work. Again, we have to contact Samsung to try make another appointment. This is not about solving the matter - but just to make an appointment; it takes approximately 3-4 working days to get a confirmation. Therefore, the machine is not working for 2 weeks +; machine is not repaired. 

Samsung have not provided any alternative solution. Just waiting for a appointment - this is really frustrating! Where's the sense of urgency on the after sales support? 

 

When considering to buy Samsung, THINK TWICE! 

 

8 ANTWOORDEN 8
Superuser II
Superuser II
Has the technician come by ?
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Samsung Galaxy S10+

Ik weet veel, maar niet alles! Ik ben ook maar een "forum lid"!
Heb ik je goed geholpen? Wil je mijn antwoord dan als ✓ Oplossing markeren? Zo kunnen we elkaar sneller helpen!
Nick Moderator
Moderator
I can see you've also posted here: https://eu.community.samsung.com/t5/QuickDrive/Klacht-wasmachine/m-p/550742

The answer Joeri gave is the correct answer. You'll have to wait for the repair. Hopefully we can fix it as soon as possible.

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Signature-S10
"Changes call for innovation, and innovation leads to progress"
Apprentice
Hi,
Machine does not work after the 3rd repair = failed. Not able to switch on.
Please help. Need the fastest solution.

thanks
cheryl
Superuser II
Superuser II
Did the mechanic come by?
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Samsung Galaxy S10+

Ik weet veel, maar niet alles! Ik ben ook maar een "forum lid"!
Heb ik je goed geholpen? Wil je mijn antwoord dan als ✓ Oplossing markeren? Zo kunnen we elkaar sneller helpen!
Apprentice
Yes, the 3rd time.
Superuser II
Superuser II
And what did he say?
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Samsung Galaxy S10+

Ik weet veel, maar niet alles! Ik ben ook maar een "forum lid"!
Heb ik je goed geholpen? Wil je mijn antwoord dan als ✓ Oplossing markeren? Zo kunnen we elkaar sneller helpen!
Apprentice
The 3rd time a technician came to our home... he PROMISED that we will provide a solution in less than 2 hours and even if he cannot provide one, he will call us personally to inform about the situation. We are still waiting for that phone call. In addition to that, we had to take 3 days off for each of the technical service - which the problem was not fixed. In addition, we had to go to the laundry and have paid 90EUR on it. In total, with the vacation days + laundry, with ZERO solution = is very costly!

The retail company - Coolblue, assisted us at the end; and gave us the opportunity to pick a new machine for a swap. The swap for new machine was done; even without the "written confirmation" - which was mandatory based on Samsung's customer service (FB messenger). In conclusion, there was no solution from Samsung (very disappointing). The quick solution was provided by Coolblue.

We CAN understand a failure in a product, but we CANNOT understand the poor after sales service that we experienced from Samsung.
Superuser II
Superuser II
I think this is a very strange story, Samsung must have said something to you to fix this. But in the end, the law says the reseller has to help you. So Coolblue did what is had to do and swapped the device. I contacted the moderators about this to check it out..
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Samsung Galaxy S10+

Ik weet veel, maar niet alles! Ik ben ook maar een "forum lid"!
Heb ik je goed geholpen? Wil je mijn antwoord dan als ✓ Oplossing markeren? Zo kunnen we elkaar sneller helpen!