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Snezile C

1 reviews | Active since Oct 2021

15 Sept 2026, 10:20

Urgent Complaint – Samsung Washing Machine | ***

On 11 September 2026, we logged a fault with Samsung regarding a washing machine that we purchased through Makro in December 2025 and which was delivered in January 2026. The machine has suddenly stopped working and will no longer switch on. As the machine is still within its warranty period, we contacted Samsung for assistance.

A gentleman assisted us and assured us that a technician would come out to assess the washing machine today. Given previous experiences with service providers, I decided to follow up myself rather than wait for an update.

To my surprise, I was informed that there was no confirmation or update regarding a technician coming out. I was instead given *** and reference number *** and advised to contact the relevant department myself to find out when a technician would attend.

When I called, the lady who answered was unable to provide any information and took my details so that she could investigate and get back to me. Fortunately, she did call me back, only to inform me that a part has already been ordered to repair the washing machine.

This is extremely concerning and confusing. How can a part be ordered when no technician has visited to inspect the machine and determine what the actual fault is? How was the faulty component identified without any assessment?

This raises serious concerns about whether this washing machine may be part of a batch with known or recurring component failures.

We purchased this machine less than a year ago and expect it to be reliable and properly supported under warranty. Instead, we have been left without a working washing machine and with very little communication or clarity about what is being done to resolve the issue.

Please urgently investigate this matter, explain how the part was identified and ordered without a technician assessing the machine, and provide us with a clear timeline for the repair or replacement of the washing machine.

We would appreciate this matter being resolved as soon as possible.

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Replies (6)
Samsung South Africa
Samsung South Africa's reply15 Sept 2026, 10:21
Official
Good day Snezile

Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused. 
 
We have noted your concerns and we are currently investigating the matter further. 
 
Your complaint has been assigned to our escalations department and we will be in contact with you. 
 
Kind Regards, 
SamsungZA
:^NM   
SC
Snezile C's update15 Sept 2026, 10:23
Reviewer Update
Thanks.

Please provide a turnaround time for this escalation.
SC
Snezile C's update15 Sept 2026, 10:39
Reviewer Update
All I am requesting is turnaround time. I know you guys are investigating. I know the protocol, i need TAT.
SC
Snezile C's update15 Sept 2026, 10:50
Reviewer Update
You guys have decided to call my husband. However, the question still stands, how can a part be ordered when no technician has visited to inspect the machine and determine what the actual fault is? How was the faulty component identified without any assessment?

These questions were not addressed. We are still not provided of TAT??? This is appalling. To think Samsung is one of the top manufacturers! Well.. surprisingly NOT!
SC
Snezile C's update22 Sept 2026, 10:23
Reviewer Update
NOTHING IT GOT WORSE! NOW THEY COMING TO INSPECT A TV as per their inspector they sending by the name of Sphesihle.
SC
Snezile C's update22 Sept 2026, 10:35
Reviewer Update
Samsung, is this really how this matter is being handled? After all the back-and-forth regarding my washing machine, I have now been informed that an assessor will be sent to assess the appliance. This is extremely frustrating and confusing. Did we not already submit a complaint regarding the washing machine? I specifically questioned how a part could supposedly be ordered when no technician or assessor had even inspected the machine. I was repeatedly told that the part was required before anyone could come out. Now, you have decided to send an assessor. Where is the part you have been telling us was already ordered and was supposedly the reason you could not come out earlier? The communication from Samsung has been completely inconsistent. Every time we contact a different department, we are given a different explanation. This has caused unnecessary delays, frustration and a complete loss of confidence in how this matter is being handled. The assessor says he's coming to inspect a TV...WHAT TV???? If an assessor is coming out, I expect this visit to result in a proper resolution. If the part you previously said was ordered is available, it should be brought along. We have already waited long enough and cannot continue going through the same process with no resolution. At this point, given the length of time this has taken and the contradictory information we have received, I believe the washing machine should be replaced with a working unit rather than putting us through another lengthy process. I am extremely disappointed with the way Samsung has handled this matter. This experience has seriously affected my confidence in the brand, and I certainly would not want to purchase another Samsung appliance after experiencing this level of service. Please provide a clear explanation of what is happening, where the supposed part is, what the assessor is expected to do, and when this matter will finally be resolved.