Auto dispense design fault - Fabric softener / conditioner

[Jaymark]

I have a Samsung Q-drive with auto dispense which is failing constantly.  It is always the fabric softener side.   The symptoms are typical.  After 6 months, the fabric softener tank needs filling less and less compared to the detergent tank, until it stops dispensing altogether.

I have so far had three repairs.  I am now refusing to accept any further repairs.  This is clearly a design failure and not a coincidence.  The repair man suggested I dilute the conditioner as it may be blocking the tubes!  But I took the offending unit apart and discovered that the seal on the fabric conditioner has degraded and deformed rendering the vacuum useless so it no longer draws the liquid into the drum.

I have attached images of the seal for all to see compared to the detergent seal which is still in perfect condition and I would like to hear back from anyone who feels aggrieved to join me in getting their machine replaced.

I have started legal action through Which? and will pursue as hard as I can having this machine replaced along with the tumble drier as it won't match once it is swapped out.   But the more who join me the better our chances of having this rectified will be.

I am sure that given the basic failure and how expensive their machines cost this is an unacceptable situation that is causing immense frustration to you all.

I hope you will join me in putting this right.

Design faults should not be subject to its warranty especially if the fault prevents the machine from working as it should and fails time and time again.

Kind regards to all

Jason

I trust you will join me 

.

[simonturner1967]

I find that certain makes of conditioner have gloopy lumps and these block my traditional machine, when I got the Samsung auto dispenser I started using Comfort Ultra Concentrated Intense Fabric Conditioner, as found this had no lumps that caused problems at least so far (11 months), good luck.

[Jaymark]

Hi Simon,

Thank you for your input, however this is a design fault due to the fabric softener degrading the seal.  There are no tubes to which this liquid is pumped per se.  It is pumped directly into the machine via a hulking great hose.

I have now refused a repair and requested the machine be uplifted.   And those who are having the same issue I suggest you do the same because this issue will never go away.  Each time it is repaired it will fail.    The chemical used to soften the clothes also eats into the rubber and since all fabric softeners contain the same ingredients, it makes no difference.

This is for the auto dispense system not one you fill on each load.

[Members_AlK7PGO]

Hi Jaymark, thanks for flagging this up.  Was there any follow up?

[Jaymark]

So far this has been lamentably slow and deliberate I feel.
At this moment I am waiting for the ‘customer care’ team (oxymoron) to authorise an inspection  

And on the advice of Which? Legal I will be writing to RGB Direct  to exercise my consumer rights   

It’s a nightmare but I will get this sorted one way or another   

I guess you too are having the same issue?

j

[Rax87]

Hello Jaymark,

Unfortunately, I too am having this auto conditioner dispenser issue, where it just fails to dispense it during wash. Ive had this machine for just over a year now so I don't think I'm covered under warranty. Did you manage to get your issue resolved from the retailer or samsung in this case?

Thanks.

[LisaF]

Hello - I am also having the same issue on this machine.  It failed 8 months after purchase, now it's failed again.  Unfortunately Samsung are now saying they can't find my 5 year registration warranty.  Now stuck with a highly expensive machine  that is not fit for purpose!  Shame on you Samsung - this is obviously a design fault!

[andy_in_ireland]

well define fit for purpose -presumably it still washes the clothes properly? - so its still fit for purpose as long as you remember to add the conditioner before the final rinse . 

are people from time to time cleaning the dispenser drawer out, running it under the tap -  and watering down/diluting thick fabric softener so it does not clog up the valves/pump? - its just a little bit of extra maintenance really . same as the drain pump filter needs cleaning out from time to time , the design of that is such that it needs cleaning by the end user from time to time

[LisaF]

Yes of course it washes clothes but clothes are getting ruined due to no softener. I'm not always around to 'add the conditioner' as you state, and why on earth should I need to do this on a machine that cost over £1000, what is the whole purpose of the auto dispenser....to do the job for you! I maintain my machine exceptionally well....so please save your explanations on how to look after it. This is a known fault on this machine. My machine has already been repaired with same fault, now its failed again. This is not a user problem but a design fault. Please don't reply with any more useless information. Many thanks.

[andy_in_ireland]

Just trying to be helpful, giving some suggestions about cleaning the drawer and watering down the fabric softener that may have stopped it going faulty again. dunno why i bothered! . - glad I dont work in Samsung customer support if I would be on the end of your frustration.

Ruin clothes by not using fabric softener? - really? - that's a new one on me!