HC error that not one agent at Samsung can assist me with..up skill the various department with easy fixes.

I have called the call centre 3 times and got through to the incorrect department, i was looking for the home appliance section and ironically i get through to televisions or mobile handset all the time and i have a simple problem before that samsung agent Tsatsi assisted me with in 5 minutes the problem was resolved now i have the same issue and not one of the three agents could even assist,At the company we are multi skilled in various department for instances like these easy fix problems.Samsung SA should stop leaving their employees in comfort zones and giving them one track minds and up skill their staff...I have a HC error on a Samsung tumble dryer model dv90k600cx i know there is an easy fix i just cant remember it as i dont need to do it daily.