Bought a washing machine and dryer 5weeks ago.
We discover a hole in the drum. The customer service process is ridiculous & convoluted & the person on the phone decides it's a 'cargeable' repair despite being a fault & a warranty being in place. Their engineer comes round & says is a fault, not chargeable & should be a warranty job. Long story short I'm now 5 days & 6 hours of phone calls down & still they are sticking to the original remote diagnosis despite the evidence to the contrary. Even had a conference call with Samsung & the engineer we're they agreed it was warranty only for them to go back on it. Last call someone called Diego is about to put me through to customer 'solutions' (complaints department) & suddenly he has a system update to hat means he needs to be hang up & call me back. Unbelievable timing.
Their whole process is setup to avoid warranty costs & avoid customer complaints. Frankly this behaviour is appalling, I was considering a Samsung phone as my next phone but that ain't happening now. What an awful company, avoid if at all possible!
