Auto dose detergent not working Samsung Series 5+ WW90T534DAW

[Twinster]

I bought the Samsung Series 5+ WW90T534DAW washing machine in Feb 2024 and it has worked very until now. I noticed that whilst the fabric softener level in the dosing drawer was going down, the detergent wasn’t.  I had previously has msgs asking me to top up both. Ive checked the dosing level setting and it is set to medium.  I emptied and cleaned the tray and put it back in, still empty. I’ve had a msg to top up the softener level, but not the detergent.  I topped up just the softener and switched it to a wash programme and it worked, but without detergent.  Any ideas would be appreciated. Thx. Ps. I did wonder whether to do a factory reset

[Df42]

Have you checked the holes at the back of the dispensing drawer? We have this problem and one of the small plastic rings that is needed to open and close the dispenser has broken.

[Twinster]

Thanks I’ll do that although the m/c is only 4 months old.  Worth a try though

[Greg192]

Hi Did you get to the bottom of this issue?  I've just had a Series 5+ delivered and the detergent autodose has never worked.  The Fabric Softener works well but not the detergent.  Thanks in advance

[Twinster]

Hi. No resolution yet. I am currently contacting John Lewis (uk) where I bought the item from as it’s under a 2 yr warranty.  

[Greg192]

Hi, I also bought mine from John Lewis.  Just so you know they have replaced mine now and the second one is working fine, so defo a fault with the first one. So just keep on at them and they should replace it.

[Twinster]

Thanks for that, I live in hope. I phoned John Lewis they eventually passed me to Samsung to book a repair. None of the options they gave me would connect when I selected them on my iPhone keypad. Had to ring JL back. They connected me.  Spoke to Samsung who said they couldn’t book a repair until we had run some diagnostics…

I knew it would take all morning.

Still grappling with the issue I’ve got with the tumble dryer I bought as the same time.  Not faulty, just need some help. Can I get hold of anyone at Samsung, that would be a no.  

Samsung - never again.

[Twinster]

Hi. We’ll, after a day and a half on the phone to both John Lewis and Samsung and having to video the diagnostics that Samsung took me through, they have confirmed what I already knew, I need an engineer.  All this after getting cut off 3 times mid call and mid diagnostics video, Samsung promising to ring me back, which they didn’t, and the keypad on my iPhone not connecting with their automated answer system.  A painful process.  

[Dave__007]

Hi,

Do you have any updates connected with your problem? It looks that I have the washing machine and similar problem... I don't know whether its a small problem with possibility to solve on my own or engineering guy is needed to repair.

[Twinster]

Hi Dave.   Not really.  An engineer came and changed the drawer. I switched it on and there was no msg to say to top up detergent nor softener despite both being empty.  He said that was because I needed to run a program.  I have been experimenting since then. The softener side does seem to work but the detergent doesn’t.  I didn’t top it up and just put detergent in the main drum.  Sometimes I got a msg to top it up, mostly I didn’t .   I then tried topping it up and measuring how much was being used. The answer is none.  It doesn’t seem to use any from the draw.

All in all, a massive waste of my time.  I now have to go back to John Lewis/Samsung but if last time’s agonising process is anything to go by, I’m dreading it.

My take on it all is John Lewis used to be the first choice for customer service - it no longer is, and Samsung is a company I would never buy from again