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Vivienne N

1 reviews | Active since Sept 2015

23 May 2016, 09:54

Samsung washing machine

<p>We have a 3.5 year old Samsung front loader washing machine, which suddenly stopped working. On inspection it was found that the 3-arm part which attaches to the drum to make it spin had totally corroded and disintegrated, and completely sheared off from the drum. We contacted Samsung in Johannesburg to inform them of this unusual and excessive damage. We did not expect them to repair or replace the machine as it was out of warranty, but DID expect that they would want to inspect the machine and investigate what caused this premature damage. It is now three weeks later and we have heard nothing. We are utterly disgusted at their lack of interest in a situation caused by a part made from material that is obviously unfit for it's purpose. The machine has been repaired, but we will not be buying ANY Samsung products in future.</p>

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Replies (3)
Samsung South Africa
Samsung South Africa's reply23 May 2016, 10:14
Official
Thank you for voicing your complaint through to Samsung Electronics. Kindly note that a senior service executive has been in contact with you regarding your complaint and advised accordingly. Should you wish to call us again regarding the matter with the same proposed resolution that the executive has provided, you may do so on ***. Kind Regards Samsung South Africa
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Vivienne N's update23 May 2016, 10:29
Reviewer Update
Yes, we received a call from Ramona saying that Samsung would not be repairing the machine as it had been opened by an unauthorised person, and not an accredited Samsung technician. This is not the point and this is not what we asked for. The machine was opened as it is out of warranty and we did not expect Samsung to repair it. The damage that occurred to the internal part had nothing whatsoever to do with who opened the machine. As the damage was so extensive we felt that it should be brought to Samsung's attention. At the very least we expected that Samsung would have wanted to inspect the part in order to ascertain what caused the damage. At no time have we asked for any financial contribution or replacement from Samsung. It is the attitude and lack of interest towards what we consider to be a serious problem that has left us disgusted.
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Vivienne N's update07 Jun 2016, 08:54
Reviewer Update

Can we expect at any time to be contacted by someone from Samsung Appliances with any technical knowledge? You say in your reply that a senior service executive has been in contact with us. Who is that - is it Ramona in customer service? On 5th May she emailed us to say that our concerns would be forwarded to the Home appliance manager at Head Office. No such person has contacted us. We emailed her again on 13th May to say that no-one from Head Office had contacted us, and that is still the case. It is now over 5 weeks since this situation was initially reported. Perhaps you think that by ignoring this complaint it will eventually go away?