Makro and Panaserve ********** extended warranty experience

My wife and I purchased a Samsung tumble dryer model 9KG TUMBLE DRYER WITH HEAT PUMP TECHNOLOGY AND SENSOR DRYING, DV90K6000CX from Makro on 16 April 2019 which was a replacement for my original Samsung condenser dryer that I was very happy with.

Since my purchase of the new heat pump dryer, we have had continuous problems. I purchased the tumble dryer from Makro with the extended warranty. I assumed that the extended warranty would mean that I would receive direct support from Samsung but instead Makro provides their preferred service partner.

My first issue was logged with Makro on 24 June 2020 and after 3 weeks, Makro had not returned to calls or emails. We then called Samsung directly, and the tech consultant, Taslyn, was really good in terms of providing assistance and resolving my HC Error issue to reset the digital panel. However, it has not solved the problem. After numerous calls to the Samsung call centre, eventually one of the Samsung technicians repaired a 1 year old dryer by replacing the blades.

In August 2021, the knocking sound returned and we contacted Samsung again and was informed that Samsung provides no support after the warranty and I was forced to go back to Makro. As this is a luxury appliance, I was expecting service that matched the value of my purchase and this was not the case. I contacted Makro and 3 days later their approved service company, Panaserve, collected my tumble dryer with the intent to investigate and repair the knocking sound. Everything else was working correctly. On the 22nd September 2021, I received the “fixed” dryer and the only good thing I can report is that the knocking sound is gone BUT, it no longer dries the clothes, generates no heat and there is no condensation and as a result, the water tank is empty. They have moved my unhappiness to completely disgruntled. They have managed to completely break the tumble dryer and it no longer works. Panaserve collected the tumbledryer once again on the 23rd September 2021 and we have had zero response from anyone since.

Multiple calls have been made to Makro, Panaserve and Samsung with little to no response.

The following is a log of the calls to the different companies: Samsung - *** - Taslyn - 23 June 2020 Makro - *** - Nmathamsanqua - 24 June 2020 Samsung - *** - Taslyn - 13 July 2020 Samsung - *** - Kanyisa - 28 August 2021 Makro - *** - Luvo - 28 August 2021 Makro - *** - Hlamulo - 29 September 2021 Makro - *** - Richard - 6 October 2021

After years of supporting Makro my recommendation to everyone is rather buy their appliances elsewhere, they have zero aftersales support and based on the numerous complaints on Hellopeter they don't seem to care either as nothing has changed. Samsung isn't any better and has been unhelpful and as a brand doesn't seem to care once you've made the purchase.