Smashed washing machine delivered, Samsung complaint escalations go nowhere.

Our washing machine was ordered direct from Samsung 3 weeks ago. It arrived a week later by courier. When starting to unbox we realised the top cover had been smashed. We immediately notified the courier company, and Samsung as soon as their offices opened. That was 2 weeks ago.

The machine is still standing here in its box, waiting to be collected. Samsung have not helped at all, except the constant "We have escalated your complaint". We have no idea if anyone will deal with this or how long we will have to wait for a new one, or if we will even get a new one or a refund.

The courier company were a lot more helpful, and even sent a truck to collect this machine, but Samsung then told them not to collect after they loaded it onto the truck, so the driver unloaded the machine again, and here it sits.

I wish I had checked here before purchasing from them, but this is not something you expect from a supposedly reputable company. Clearly systemic failure in after sales support.