Serious Safety Issue & Extremely Poor Support from Samsung South Africa

My experience with Samsung Electronics South Africa has been truly disappointing.

I purchased a 5-plate Samsung gas stove with electric oven (model NY90T5010SS) in 2022 for R16,999.00. This is still a current model.

Exactly one year later (2023), the stove failed with a strong burning smell. Because it was still under warranty, Samsung sent out a technician. When the technician opened the stove, I was shocked to see that the wiring on the front panel had burnt, fused together, and shorted out the thermostat, timer/clock, and oven selector. I raised the concern that this was a serious fire risk, but the technician dismissed it immediately.

Two years later, just two weeks ago, the stove failed again — the exact same issue. The wiring melted, fused and shorted out the components again, and there was a noticeable electrical burning smell.

I contacted Samsung South Africa and highlighted the potential fire hazard and the possibility of a design flaw, given that the same fault occurred twice in a relatively short period. Their response was extremely disappointing. They showed no real interest, simply stating the stove is out of warranty and that a technician could be sent at my cost. The consultant and the CEO email link were both completely unhelpful.

This is not the only Samsung appliance I’ve had problems with — my Samsung double-door fridge also failed in its first year.

At this point, I have lost all confidence in the Samsung brand, especially when it comes to household appliances. It reminds me of something my mother once said: “Don’t order seafood from a steakhouse and then complain afterwards.” In other words, buy appliances from companies that specialise in appliances. Just my opinion — but based on my experience, a very real one.

I hope Samsung finally takes this matter seriously, because the safety concerns alone should not be ignored.

Ricardo Benito