HW
Hannes W
1 reviews | Active since Mar 2017
29 Sept 2022, 15:29
Samsung not honouring washing machine Warrantee.
In August 2015 I bought a Samsung front loader washing machine with a 10-year warrantee on the wash motor. The machine broke down in August 2021 with a wash motor failure. The Samsung service centre (Liptronics) came out with the wrong motor and had to return later with the right motor. The main PC board was also replaced as it was most probably damaged by the failed motor. I had to pay R2000 for the pc board and R700 for the call out. The replacement motor also failed. After that the service centre issued a so called "insurance report" and informed me that spare parts for the machine are no longer available. I filed numerous complaints with all the different channels at Samsung without any proper feedback. All I wanted them to do was repairing my machine that is still under warrantee. Today (***9) more than a year later they informed me they are not going to repair my machine as the machine is "dead". They already helped as far as they are prepared by issuing the so-called insurance report. I paid a lot of laundry cost and the cost mentioned above. This is pathetic service from Samsung, and it is unbelievable that a "big brand " Company like Samsung blatantly not honouring their Warrantee. JHF Wagener
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Replies (3)
Samsung South Africa's replyOfficial
29 Sept 2022, 15:30 Good day, Hannes,
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Kind Regards,
Samsung ZA
:^JL
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Kind Regards,
Samsung ZA
:^JL
Samsung South Africa's reply29 Sept 2022, 15:30
Official
Good day, Hannes,
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Kind Regards,
Samsung ZA
:^JL
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Kind Regards,
Samsung ZA
:^JL
HW
Hannes W's updateReviewer Update
29 Sept 2022, 17:23This was Samsung's reply. Judge for yourself! The machine was not repaired as the 2nd motor failed almost immediately and the 10 year is not over yet!.image.png 432.51 KB
HW
Hannes W's update29 Sept 2022, 17:23
Reviewer Update
This was Samsung's reply. Judge for yourself! The machine was not repaired as the 2nd motor failed almost immediately and the 10 year is not over yet!.image.png 432.51 KB
HW Customer escalation: VOC closure Date: 29 September 2022 Product: Samsung washing machine
Hannes W's updateReviewer Update
06 Oct 2022, 09:12The final communication from Samsung which I copied above was in pdf and does not show. Please note it below.
It was really disingenuous and dishonest of Samsung to say they have addressed my concerns and that the machine was repaired: The 2nd motor failed almost immediately!
Samsung's Final reply in writing to me:
It was really disingenuous and dishonest of Samsung to say they have addressed my concerns and that the machine was repaired: The 2nd motor failed almost immediately!
Samsung's Final reply in writing to me:
SAMSUNG ELECTRONICS SOUTH AFRICA (PTY) LTD
2929 William Nicol Drive, Bryanston, Johannesburg, 2021. P.O. Box 70006, Bryanston, 2021, South Africa Tel: 0860 SAMSUNG (***4)
Model Number: 0D4W5ABG600118B VOC number: ***
Dear Mr. Hannes Wagenaar,
With reference to your escalation *** Please see below with regards to your query: · Please note that all Samsung products are covered by the manufacturer's warranty which is carried out for a period of 6, 12 or 24 months depending on the product from the time of purchase. · This warranty is deemed as voided if the Samsung product is damaged by liquids, physical damage, normal wear and tear, accidents, misuse or abuse, failure to properly maintain. · Please refer to the warranty card received with the unit or visit the following link: https://www.samsung.com/za/support/warranty/ for further clarifications on warranties. · You have contacted Samsung regarding the washing machine that requires a motor. · The unit was repaired within the 10-year warranty and is now faulty again. · The accredited service center has confirmed that the unit is unrepairable after the second fault and has provided you with an insurance report as we unable to assist further. · Please note that due to the unit being unrepairable Samsung is unable to assist with the repair of the unit. We strongly advise that the device gets repaired at an accredited Samsung service center. We sincerely apologize that we are not able to assist you in this regard, thank you for choosing Samsung and supporting our brand.
Yours Sincerely,
Customer Escalations Desk
Reg. No. *** Directors: BS Hong, KY Lee, H Shivanda, DP Mokholo, SY Lee** Non-Executive
Dear Mr. Hannes Wagenaar,
With reference to your escalation *** Please see below with regards to your query: · Please note that all Samsung products are covered by the manufacturer's warranty which is carried out for a period of 6, 12 or 24 months depending on the product from the time of purchase. · This warranty is deemed as voided if the Samsung product is damaged by liquids, physical damage, normal wear and tear, accidents, misuse or abuse, failure to properly maintain. · Please refer to the warranty card received with the unit or visit the following link: https://www.samsung.com/za/support/warranty/ for further clarifications on warranties. · You have contacted Samsung regarding the washing machine that requires a motor. · The unit was repaired within the 10-year warranty and is now faulty again. · The accredited service center has confirmed that the unit is unrepairable after the second fault and has provided you with an insurance report as we unable to assist further. · Please note that due to the unit being unrepairable Samsung is unable to assist with the repair of the unit. We strongly advise that the device gets repaired at an accredited Samsung service center. We sincerely apologize that we are not able to assist you in this regard, thank you for choosing Samsung and supporting our brand.
Yours Sincerely,
Customer Escalations Desk
Reg. No. *** Directors: BS Hong, KY Lee, H Shivanda, DP Mokholo, SY Lee** Non-Executive
HW
Hannes W's update06 Oct 2022, 09:12
Reviewer Update
The final communication from Samsung which I copied above was in pdf and does not show. Please note it below.
It was really disingenuous and dishonest of Samsung to say they have addressed my concerns and that the machine was repaired: The 2nd motor failed almost immediately!
Samsung's Final reply in writing to me:
It was really disingenuous and dishonest of Samsung to say they have addressed my concerns and that the machine was repaired: The 2nd motor failed almost immediately!
Samsung's Final reply in writing to me:
SAMSUNG ELECTRONICS SOUTH AFRICA (PTY) LTD
2929 William Nicol Drive, Bryanston, Johannesburg, 2021. P.O. Box 70006, Bryanston, 2021, South Africa Tel: 0860 SAMSUNG (***4)
Model Number: 0D4W5ABG600118B VOC number: ***
Dear Mr. Hannes Wagenaar,
With reference to your escalation *** Please see below with regards to your query: · Please note that all Samsung products are covered by the manufacturer's warranty which is carried out for a period of 6, 12 or 24 months depending on the product from the time of purchase. · This warranty is deemed as voided if the Samsung product is damaged by liquids, physical damage, normal wear and tear, accidents, misuse or abuse, failure to properly maintain. · Please refer to the warranty card received with the unit or visit the following link: https://www.samsung.com/za/support/warranty/ for further clarifications on warranties. · You have contacted Samsung regarding the washing machine that requires a motor. · The unit was repaired within the 10-year warranty and is now faulty again. · The accredited service center has confirmed that the unit is unrepairable after the second fault and has provided you with an insurance report as we unable to assist further. · Please note that due to the unit being unrepairable Samsung is unable to assist with the repair of the unit. We strongly advise that the device gets repaired at an accredited Samsung service center. We sincerely apologize that we are not able to assist you in this regard, thank you for choosing Samsung and supporting our brand.
Yours Sincerely,
Customer Escalations Desk
Reg. No. *** Directors: BS Hong, KY Lee, H Shivanda, DP Mokholo, SY Lee** Non-Executive
Dear Mr. Hannes Wagenaar,
With reference to your escalation *** Please see below with regards to your query: · Please note that all Samsung products are covered by the manufacturer's warranty which is carried out for a period of 6, 12 or 24 months depending on the product from the time of purchase. · This warranty is deemed as voided if the Samsung product is damaged by liquids, physical damage, normal wear and tear, accidents, misuse or abuse, failure to properly maintain. · Please refer to the warranty card received with the unit or visit the following link: https://www.samsung.com/za/support/warranty/ for further clarifications on warranties. · You have contacted Samsung regarding the washing machine that requires a motor. · The unit was repaired within the 10-year warranty and is now faulty again. · The accredited service center has confirmed that the unit is unrepairable after the second fault and has provided you with an insurance report as we unable to assist further. · Please note that due to the unit being unrepairable Samsung is unable to assist with the repair of the unit. We strongly advise that the device gets repaired at an accredited Samsung service center. We sincerely apologize that we are not able to assist you in this regard, thank you for choosing Samsung and supporting our brand.
Yours Sincerely,
Customer Escalations Desk
Reg. No. *** Directors: BS Hong, KY Lee, H Shivanda, DP Mokholo, SY Lee** Non-Executive