Avoid Samsung heat pump tumble dryer’s

We have a Samsung heat pump tumble dryer which stopped heating up about a month ago. It is just outside warranty period. I contacted multiple appliance repair centres who advised me that they do not work on the heat pump tumble dryers and I would need to contact Samsung. I logged a call on 25 July and was told someone would be out within 3 working days. I then received another call on the 28th to tell me they had to cancel the repair and re-log the call. Again, it would be sorted within 3 days… No further communication and no repair. Then called and followed up and was told they would check what’s going on and get back to me… Again, nothing. Sent a complaint to the customer service department on which I received a generic response followed by a phone call promising me they would address it and get back to me. 2 days later and again nothing… Shocking service! Anyone looking at buying one of these “amazing technology tumble dryer’s”, think twice as it barely made warranty period and then packed up and not even Samsung seem to be able to repair it. Email and response below:

Hi,

I logged a call for a repair on the 25th of June as everyone I have contacted to repair my heat pump tumble dryer says that only Samsung can do those repairs. I was told 2-3 days. I was then called 4 days later to be told they have had to cancel the repair booking and recapture it as the technician appointed could not do it. It’s now been almost 2 weeks and I have yet to get any feedback or the repair done. I’m extremely concerned if this is the service I’m receiving from Samsung directly. To make things worse, my wife gave birth on Friday and the tumble dryer is still not fixed leaving is in a difficult situation with regards to getting our babies clothes and blankets washed and dried timeously. Below is the correspondence I received this morning…

This is an update on your Samsung DV90K6000CX/FA. Your repair is still in process. We hope to complete the repair.

I have never received such poor service from a manufacturer. This level of service is what you would expect from a corner store with minimal staff and resources.

Regards, An extremely unhappy customer

Response:

Good day Rowan,

I hope this email finds you in good health.

Thank you for reaching out to Samsung, please note we have forwarded your email to the Service Tracking department and the team will revert back to you with feedback. We apologize for all the inconveniences and delays experienced.

Regards,

The zaservice team