Samsung service unacceptable!

Samsung's customer service is highly unacceptable. We are very unsatisfied and because of our bad experience will not buy Samsung items again, as we feel like we've been done in. We bought a 9kg washer/dryer in November 2023. Shortly after I noticed a leak from the door and a few months later it even flooded the floor. I called Samsung to report the problem and ask for a refund. This was still within the 6 months period whereby the customer has a right to get refunded. They told me that they need to send technicians first to repair the machine. The techs came out - past the 6 month period. They replaced the seal. The same day it still leaked. They then ordered a new door and a few weeks later replaced the door. The same day it still leaked, and this new door seemed to be worse than the first. I asked for a refund again as they tried repairing it twice now and replaced all the parts they possibly could regarding the leak. Still they refused and wanted to come out again. At this stage we were about to move houses and busy renovating the new place all ourselves, so no one was available and at home for about 2 months for them to come again. They just closed the ticket. Last month (October 2024) I tried following up and after many emails without a response I called, and they started the whole process from scratch! Long story short, we demanded a refund because we reported it within 6 months, allowed them to repair it twice and the problem is still the same. On top of that my friend has the same model machine and her's leaks too, so obviously a model defect/weakness. They still refused and we eventually got some legal advice where we were shown a customer's rights according to the "Consumer Protection Act" which states a supplier has to refund a customer if the goods don't meet up to the standards. We escalated this all the Samsung's head office. A lady called to tell us unfortunately because it's a year later they can't refund us. However, we followed all procedure correctly from our side and it's not our fault they dragged it out so long by going back and forth for months. Basically, Samsung's solution is, they can keep replacing the door/seal for the next year until our warranty runs out and then we'll have to pay for the repairs from our pocket! No one has time to sit at home all day waiting for technicians to keep repairing the machine every week!

We paid thousands of rands for this machine expecting a good, functioning product from a "big" brand name, but has been giving issues from the beginning. It feels like Samsung is basically telling us "Thanks for your money, too bad for you it doesn't work properly, oh well bye."

We wouldn't recommend buying Samsung goods because if your product seems to be faulty, you will be stuck with it and lose a lot of money. I also wouldn't recommend buying the 9kg washer/dryer combo machine, as it's known to leak. We're highly unhappy and hope it helps you before buying from them.