Third time fault on my Samsung Eco-bubble front loader washing machine 7Kg

I brought a Samsung Eco bubble 7kg @ Makro Ottery on 27/8/2017 and was offered to take and Extented Warranty Policy for R759.00 which ends 27/8/2022. The washing machine is not used frequently and merely used or 15min wash only as I have a Samsung Top Loader as well. The machine started giving problems on the 17/8. I sent the following email: Good day

Hopefully this will be resolved soon as possible my 1st service call was done 18/8. On the 20/8 no prior arrangements made or call received from service centre to ensure that someone is available when technicians arrived and my security gate had to be removed for the washing machine to be removed from my house.So technicians had to collect washing machine Monday 23/8. Friday 27/8 the machine was returned once again no communication that someone will be at home, no explanation of what was faulty or replaced on the machine. Tuesday evening 31/8 the 1st time using the machine after the repair the machine malfunctions again with washing in it.

I called on 1/9 and was told the the Extended Warranty Department will be in contact with me hence still awaiting their call. Yesterday 6/9 I called again, someone will contact you. Today 7/9 I phoned again and was told the turn around time is 7 days what kind of service is this and at the same time my security gate has no been refitted because of the washing machine that was not properly repaired in the first place.

Im totally disgusted with the pathetic service that I’m experiencing, hence when buying an appliance you guys are so snappy to sell Extended Warranty Policy to clients.

Regards,

Monday evening the 4/10 and Tuesday 5/10 I experienced water running out from the bottom of the door of the same washing machine that I sent back twice , which means that this will be the 3rd time it needs to be repaired, the first time I received no explanation or even a job card of the actual fault and neither were the “technicians” able to represent themselves as samsung technicians which could have been anybody whom I let in my house. The second time the explanation was that the water supply in the area caused an error message on the machine and therefore it stopped working. Once again, this could not have been possible as my primary machine was still working at the same time perfectly fine.

5 calls were made to Makro store on Wednesday the 6/10 and I was told to wait for a call from the in store extended warranty manager Taahirah at Makro Ottery, I had to explain myself again and apparently she spoke to someone by the name of Wanieta- the head manager of the extended warranty department and was told to relay the message over to myself that the machine had no fault on the 2nd call out but this time around it will be reported as a “new” fault and I will be called to arrange the collection of my washing machine to date , two days later , no correspondence has been sent and no contact has been made at all. I am putting my family at risk as my safety gate has to stay off for longer. I have my primary machine for more than 10 years , the Samsung top loader has only been serviced one time by an actual samsung technician.

For me , I really do feel that my washing machine should be replaced or refunded as this has been ongoing since August and it will be the 3rd fault since then.

I am awaiting response from Makro or Samsung regarding my machine. I do also expect a proper technician who can show me they are from Samsung to come and evaluate this washing machine.

Clearly , this extended warranty policies is not serving any purpose!