Hi! Before I agree to have an engineer come out and end up having to pay out can someone confirm for me that the seal has detached from the drum of the washing machine. My partner and I can't agree.
Today I did a normal wash load, not particularly big as we are drying inside. When I opened the washing machine I noticed lots of small grey plastic bits around the seal, I thought maybe I'd put something through the wash but the more I looked I thought that the rough seam round the seal wasn't something normal? So I think that the seal has detached from the drum, my partner however thinks something has got stuck between the seal and drum (in a gap that's always been there he thinks) and rubbed it causing the little bits of plastic.
Who's right? And does it need an engineer to fix or not?
Thank you!
Hello, everyone. I have been looking around for this issue, as my own 3Y EcoBubble developed a drum 'fault' on Saturday, 24 August. We put the machine on a light wash, tea towels, and 90c wash; we do this every Saturday.
Anyway, a little time later, we were in the kitchen and heard some banging noises from where the washing machine lives. We went out, turned it off, and noticed the rubber seal was badly deformed, and it is like this most of the way around the seal. Also, the drum is sort of lurching backwards. You can also put your fingers into the gap at the top and move the drum back toward the top of the door plate; I showed this to the Samsung support person whilst on the video chat.
Of course, I have now been through the usual nonsense from Samsung about it being our fault, blah blah blah, which, of course, it is not; I advised we do not overload the machine, we take the bedding to the launderette so do not do any duvets or such things in it, and there are only two of us so it is not like we have a tremendous amount of washing on any particular day...they would not have any of it; I asked them to confirm that, according to themselves, the only way such a thing could happen to the rubber would be overloading, and nothing like a drum or related failure could even cause the deformation of the rubber seal in this way? You can guess what they said for yourselves.
My rubber seal has no cuts, no wear, no bits missing, no little bits of rubber showing in the wash, etc., but as you can see from the image, it is badly out of shape.
Samsung has, of course, told me that as this is a 'perishable' and 'consumable' item, they will not cover it, citing the excuse they mentioned above to many of you here.
Of course, I tried to argue that this is nonsense. This item has not perished; it is not at the end of its service life, and it was perfectly fine less than 24 hours before this incident, but you all know where that ended.
They have said they will repair the drum but that I will be responsible for the rubber seal, which is simply outrageous. The drum failure clearly damaged this seal. I have emailed the CEO's escalation team and will see what happens.
I am not paying for the rubber seal, and I will even let them come and repair the drum without it. I will tell Mint that I am not paying for the rubber seal, so they can just repair the drum.
I will also report Samsung to the trading standards because there is an issue with this rubber seal; it is not fit for purpose if it fails within 0-3 years and no signs of misuse (which is what Samsung are claiming and relying on), as many of the folks here, and in many other places have been using washing machines for many years without this issue, in my own case, I previously had another Samsung for almost 9Y before buying this one and before that I had a fab Dyson washing machine for 12Y or so, and as in many cases here, it is clear that we know how to manage a washing machine and keep it running for many years without issues such as this.
Thus, it is abundantly clear to anyone outside of Samsung, the problem is with the seal itself, either the design, the manufacturing quality or some other flaw because because so many people have reported this issue, in various places across the internet.
Of course, I do not hold out much hope from TS as they are like gummy dogs, with big barks but the size of a mouse with no teeth, but getting them reported is a start.
I will buy a cheapy next time because what's the point of spending all the extra cash when the device has a fault, the company lets you down, and leaves you shelling out even more cash? I could have bought a £200 cheapy from the high street or online and just bought another £200 to replace this broken one, and I would still be £400-£500 better off, having purchased two washing machines in three years instead of shelling out £900+ on this thing and giving my cash to Samsung.
I hope other folks managed to get some resolution and that Samsung have stepped up and taken responsbibuility for this failure.
