dC malfunction 3,5 months after 2-years warranty is over

[AlvarLariviere]

Hi,

I bought a "QuickDrive Wasmachine 8kg WW8BM642OBW"  2 years and 3,5 months ago.

A week ago, the washing machine suddenly started giving a "dC" error. Here you can fin some images regarding the issue.
https://drive.google.com/file/d/1ekBUBA8w6H0ZSXL-atx31rUFhwrGxfgH/view?usp=sharing
https://drive.google.com/file/d/1_B1A5namIUPDKQAkYTmyzMHp1Don6q1I/view?usp=sharing

Thus, I followed some of your instructions; I tried:
- unplugging it for a while to reset it,
- cleaning the filter and the place between the hatch and the door to remove any obstruction,
- running Calibration Mode,
but nothing worked.

Then, after one week trying to talk with your helpdesk via phone, Facebook and email, I finally reached to one of your helpdesk staff and requested a repair, which happens to be through your service partner Servilux. After that, I received an email from Servilux that says: ¨Without proof of purchase you are by definition not entitled to a free intervention under warranty and payment must always be made to the technician on site. The minimum cost for an out-of-warranty diagnosis at home is € 99.7 including VAT for travel and preparation costs. (Rates can be found here)." And when I checked the rates in their website, it's € 133,7 minimum, and that's ONLY for diagnosis. So, it doesn't include the repair itself, which could go up to who knows how much if they needed to change some parts. I know there is another warranty of 10 years on the motor, but the issue doesn't seem to be related with that.

This looks like the worst kind of planned obsolescence I have ever seem. A € 700 washing machine that brakes down few months after the warranty is over, and the repair may easily cost between 1/3 and half of the original price. Totally outrageous.

Could my washing machine still be under warranty despite the 3,5 months over the 2 years warranty period? If the answer is no, I would like to request Samsung to cover the expenses by extending the warranty or by declaring this issue a manufacturing defect.

Thank you.
Alvar

[BruceH]

Hi @AlvarLariviere,

Unfortunate to read your machine broke down after warranty. 

Where did you buy the washing machine? And did you already contacted your reseller? There is a law called 'Wettelijke garantie' in the Netherlands.

You should contact the reseller in order to be able to claim this warranty. 

For more information, see: https://bit.ly/2cewohi

[AlvarLariviere]

Hi Bruce,

Yeah, 3.5 months after warranty, very nice planned obsolescence, huh?
I bought it directly from Samsung Netherlands, so that's why I'm contacting you.

I guess I have no option but to make an official complain through the Dutch Foundation for Consumer Complaints Boards https://www.degeschillencommissie.nl/. That and posting my experience on social media.

Extra thoughts for anyone reading this. I'm moving to a new home that already has a washing machine. So, I wanted to sell my nearly new Samsung washing machine as 2nd hand. Now that is broken is basically worthless because the cost of fixing it could be almost the price for sale as 2nd hand. Conclusion, I'll better just through it to the rubbish as metal scrap.

Worst experience of my life! Blacklisted brand for life.
Alvar

PS: #DoWhatYouCant, @RippingYouOff.

[BruceH]

Thanks! You did not mention that in your post, nor your order number 😉

Please provide me with your order number, so I can check what we can do for you.

[dr_antonius]

Hi Alvar,

Today exactly the same situation with exactly the same machine bought directly from Samsung. I'm not prepared to accept this and it looks more like a construction error of this model that should be fixed by the vendor. I'm not willing to invest in travel & high diagnose costs / pay 200 to 350 euro (or more) in total to have my machine repaired within the first 3 years of usage. A customer may expect high quality at this price level of 900 euro/700 was a special price/promo) that must last at least 5 years without problems.  

--> My question to you is ; how was this finally resolved? 

Kind regards,

Toni / Nieuwegein NL