Our 18month old Samsung washing machine broke down last week and so I called Samsung to raise a repair. It had been on a colour wash and just as it started the final spin cycle there was a horrendous noise so I paused the washing machine and waited for my husband to come and have a look. The drum had collapsed and metal shards had been thrown all through the machine including in the drain catcher.
The lady I spoke to at Samsung began a video call and was much more concerned about the 6mm tear on the lip of my seal than the actual repair that needed done. I explained this tear in no way impacts the functionality of my machine and is unrelated to the drum collapsing, that the tear is caused by how my wee disabled self has to take washing out the machine (I have eds, wear ring splints and can't grab and pull wet washing, I have to slip my forearms under and sometimes the splint on my pinky catches the rim on the left with restricted space from the add wash door). She insisted I pay £145 to repair the seal before they'd do the drum repair as wear and tear voids the warranty. I explained I would but that means my warranty would be void again two weeks after a new seal was fitted given what causes it, that my old machine (also Samsung that worked wonderfully for years) had the exact same rip in the exact same location for all those years as it was unavoidable with my ring splints. As I said we paid it, it needed fixed.
Job is passed to Lothian domestics (who have to parrot Samsung, but were decent enough to talk to). However, they couldn't get the part for the drum repair, so cancelled telling me to reraise the repair. Something to do with timeliness set by Samsung, though I fail to see why that should be the customers issue. So I did as I was told (after paying the £145 and seal not being fitted yet). First time the job was raised I was liable for the seal only, the repair would be free. When the job was raised the second time after LD cancelled, I was suddenly liable for all of it. I refused to sign it until I had spoken with consumer rights, and I urge anyone to do the same going forward…
One chat with consumer rights who told me to forget Samsung and go to Curry's where we purchased our machine from and gave me info on what my rights were and within 20mins whole situation was resolved. I've got the same but a new machine coming on Saturday (call was made yesterday 5/9/24 machine will be here 8/9/24, three days). Their warranty is mince and our consumer rights do override this. How many have been swindled because they just signed whatever they were asked to get their machines fixed? I am waiting on my £145 being refunded by Lothian domestic, I'm sure this will be OK, they did seem like an OK company, if it isn't we will issue a section 75 to get it back.
A week of stress and chaos when they had no legal standing to inflict on us what they did. I love their products (well apart from the dud washing machine but this has been one product out of the thousands of pounds worth we own in phones, watches, and home appliances) but their lack of service and blatant disability discrimination has put me off completely. I urge everyone to call citizens advices consumer rights line before agreeing to anything Samsung say voids your warranty.
