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Original topic:

5 Year Warranty

(Topic created on: 15-04-2021 10:45 AM)
Cossie
Journeyman
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Home Appliances

Having come on this forum I see I am not the only person who is having problems with the Samsung 5 Year warranty.

My washer dryer was advertised by the Co Op as having a 5 year warranty.

It is now it now 4 years and 5 months old and developed a fault. The engineer came out and I have just received a call from them saying that it is going to cost me £240.00 to repair it as it needs a new seal and a new drum. 

When I spoke to Abide at Samsung, he told me that I don't have a 5 year warranty as I didn't register the washing machine for the 5 year warranty.

I told him I didn't know I had too. He then told me that their is a sticker on the washing machine with instructions on what to do. The problem is their was no sticker on my washing machine so I can't do what I don't know.

Co Op advertised the washing machine with a 5 Year warranty which is one of the reasons I paid the extra and bought this washing machine. The other reason was that I was buying a Samsung product; a company who I thought had a solid reputation.

How can Samsung expect a customer to do something if that customer knows nothing about it as the information wasn't given to them?

I see I am not the first so it is obvious their is a flaw in their warranty system.

So, Samsung. Ask yourselves this question. If you bought a product advertised as having a 5 year warranty and when that product breaks down and you are then expected to pay out £240.00 for parts and labour which should be covered under its warranty would you spend the money or would you rather buy a new washing machine; Not a Samsung I might add.

I also have lots of other Samsung products, TV, Sound Bar and mobile phone but I won't be buying another. Why would I when you don't back what you advertise. 

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10 REPLIES 10
antikythera
Hotshot
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Seals aren't usually covered because they are perishable from wear and tear but the drum would be. In this instance you are ultimately responsible, not Samsung. If you'd bought direct from Samsung then maybe they would have automatically activated the warranty. Even if there were no sticker on the machine it would have said how to register and activate the 5 year warranty in the literature that came with the machine. I bought appliances from cooperative and ao too and have always had to register them with the manufacturer myself. We've have Bosch and LG appliances from them, all of which needed customer registration action
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Shazzkid
Troubleshooter
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Firstly, we need to recognise that a guarantee isn't the same as a warranty, the picture you sent says "5 year manufactures guarantee". Manufactures can have both a guarantee and a warranty on a product simultaneously, both are separate and independent.

It is however similar, in that you usually have to sign up, fill out a form, to validate the guarantee. Unfortunately, this isn't something they are required to advertise to you, but on the other hand, registering for warranties and guarantees is well known, and unfortunately this time it will be a painful learning lesson.
This isn't something unique to Samsung, you will find that this is exactly the same as any manufacturer, particularly with white goods.
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Cossie
Journeyman
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I have all the literature right in front of me that came with the machine and nowhere does it say anything about having to register the machine online. 

This is not my first ride at the rodeo and with every other appliance I have purchased not once have I ever been asked to "register" the product this way. Hence the reason I just filled in the warranty card and posted it as per usual.

As for the seal, is it not possible that the faulty drum damaged the seal?

Cossie
Journeyman
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It obviously isn't that well known as I am not the only one who has fallen through this net. I did what I always do and return the filled out warranty card which came with the machine. 

Samsung can't just assume that I know the procedure. This is backed up by them "Samsung" apparently placing a sticker on the machine. I wouldn't know as mine never had one but this is what I have been told by Abide @ Samsung customer solutions.

 

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antikythera
Hotshot
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Depends how the drum got damaged in the first place. It is equally likely a worn seal lead to the drum damage if an item of clothing with metal buttons got caught in the wider than normal gap. Additionally you had 90 days to register for the 5 year warranty deal (3 additional years for free) from the date of purchase.
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Cramos
Journeyman
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My oven is under a 5 year warranty , which i have confirmation from samsung in an email with a warranty number but they warranty department keep removing it from my account. I have sent proof several times. It seems that a 5 year warranty is a selling technique Samsung use. Im waiting for a repair to my oven. Its ridiculous

Cossie
Journeyman
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I agree completely. Samsung are going to loose lots of customers regarding the offering and then reneging on the deal.

My phone was due to be upgraded and I was going to get the Samsung S21, well guess what? I didn't. Samsung will not get another penny from me. Best form of advertising, word of mouth.

Good luck with your claim, hope you have more success than I did.  

Formerfan
Apprentice
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Home Appliances

I’ve a Damaged seal after 4  washes and owning the machine two weeks. It has to be a design flaw. I phoned Samsung they didn’t even ask about warranty just said I’d have to pay for a repair . I was disconnected and no call back.  They don’t treat customers well , which is a sign of how they value their customers. I just bought a washer and dryer and state of the art tv I will never buy anything again . Word of mouth 

Cossie
Journeyman
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I agree. Just spread the word. That is what I do.

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