Samsung Sold Me an Expensive 19KG AI Washing Machine That Cannot Wash Clothes — Disgusting Service, Zero Accountability, and a Complete Consumer Nightmare!

I purchased a Samsung Top Loader Washing Machine AI CAV 19kg from Germiston on 31 March 2026, expecting premium quality from what is marketed as a trusted global brand. Instead, I have experienced one of the most frustrating and unacceptable consumer experiences imaginable.

From the very first wash, the machine failed to wash clothes properly. Clothes came out visibly dirty, barely cleaned, and completely inconsistent with what one would expect from a machine in this price range. Initially, I assumed I may have selected the incorrect cycle. However, after multiple washes with the same unacceptable results, it became evident that something was seriously wrong with the machine.

I contacted through Makro, only to be redirected to an “authorised” service centre. What followed was an exhausting and infuriating process that took over two weeks just to get technicians to inspect the machine. After repeated follow-ups and pressure from my side, technicians eventually arrived — although calling them “technicians” is generous. They appeared completely unprofessional and offered explanations that were frankly absurd.

I was told that:

The machine was not washing properly because the filters were not cleaned; and Because the machine is “AI”, it supposedly only works properly with hot water to ensure clothes are cleaned.

This was stated verbatim.

To make matters worse, after another two weeks of silence and absolutely no communication from Samsung, I once again had to chase for feedback myself, only to discover that the case had been closed without my knowledge. The conclusion? According to Samsung, there is apparently nothing wrong with the machine and the issue is “user negligence” due to filters not being cleaned.

This is beyond unacceptable.

I purchased a brand-new machine from reputable companies in good faith. Instead of receiving support, accountability, or even basic customer care, I have effectively been told to “deal with it” while sitting with an expensive appliance that does not perform its primary function: washing clothes properly.

I am now handwashing clothes after spending a significant amount of money on what has turned out to be a completely defective and useless product.

What is even more shocking than the machine itself is the disgraceful level of customer service received from Samsung’s support division. There appears to be absolutely no regard for consumer rights, accountability, or basic professionalism. A support consultant named Thembi handled the matter with a level of indifference that was genuinely astounding.

At this stage, I no longer want excuses, scripted responses, or another pointless “investigation.” I want one of the following:

A full replacement unit; A refund; or Immediate escalation to competent technical management capable of resolving this matter properly.

Consumers spend hard-earned money trusting brands like Samsung. What I received instead was an expensive piece of equipment that does not work, paired with some of the worst after-sales support I have ever experienced.

Absolutely disgraceful.