I bought a washing machine from Samsung's official webshop in August 2022. It stopped working properly in early June 2023. As the warranty period was still valid, I contacted Samsung on 12 June and they sent their repair service delegate to my place to troubleshoot the problem . A final conclusion was made on June 16 that the washing machine could not be repaired and somebody from Samsung would reached out to me further within 10 business days to talk about the next steps. During this period, I stayed in touch with Samsung's customer service and repeatedly explained the situation, including the fact that the broken machine was still at my home. They took notice of that but did not follow up.Despite our frequent conversation, I heard nothing from their internal department until July 6. A staff from their side reached me on phone and said they had initiated the refund process. She clearly stated that I would receive my money back in a week. There was mention of neither the need nor the procedures to return the broken machine. I also confirmed with her Samsung would not replace anything from my home. Confident that I would shortly get the amount back, I bought a new machine from another company. By that time, I had already not been able to do my laundry for more than a month. The old machine was finally recycled on July 12. Later on, I realized the reimbursement had not been made within the promised time, so I contacted Samsung again. They repeatedly reassured me that the refund is coming. I simply need to wait. On 23 July, I asked them about the progress of the refund again. At first they were positive about it. However, when I honestly told them the broken machine had never been collected, they all of a sudden told me that they could not process the refund anymore because the product had never been returned. They sent me a link which explains the return and refund process, but that apparently only applies to dissatisfaction within 30 days of purchase. I have been diligently informing them about my situation and following their instructions. As a result, I do not understand why such return request was suddenly made only after they confirmed the refund was on its way. I think they should take sole responsibility for their poor after sales service and the misunderstanding resulted from their sloppy and contradictory communication.
