UTTERLY SHOCKED @ SERVICE RECEIVED FROM SAMSUNG REPAIR CENTRE

Dear Samsung.

My Fiancé and I have been loyal Samsung customers for the past 5 years, but now I don't think we will be purchasing any Samsung appliances in the future due to the worst service and borderline ******** treatment we have received.

We bought a washer dryer on the 22/12/2015. Model; WD702U4BKSD/FA. The machine worked fine for the first year, and then we started getting error codes. E1. Water pressure sensor. We phone the call center on the 4th of May 2017, after eventually sending someone out on the 19th of May, they determine it was the Water pressure sensor, they did not have stock and it was replaced on the 27 of May. A few weeks later we had a noise coming from the washing machine, and we reported it on the 19th of June, they came out and fixed it on the 27th of June. We were still receiving the E1 error code from the beginning of August, but due to work and plans we could not make an appointment to get someone out to fix this same error code problem. On the 18th of September we reported the E1 error code again. They sent someone out on the 23rd of September and could not determine the problem. They sent Onald out on the 28 of October and he determined the PC board was damaged. He said after holding the pipe closed to see if the E1 code will come on, it showed another code. He opened the machine and found the pc board damaged. He said, the other technicians should definitely have seen this and probably decided to keep quiet. He said this machine was dropped and that caused the pc board to get damaged. He said the entire machine is skew and he showed the place on the machine where the impact happened during transport to our home from Dion Wired (East rand) branch. He said he will put in a request to replace the machine. He said that he almost never put in requests to replace a machine, so this meant he felt strongly enough we should get a new one. After all, this Machine is still under its 2year warranty/Guarantee. We followed up the next week to see when they will deliver our new machine. This is where we lost all our respect for Samsung. Cecilia Oliphant (Service Manager ( Onalds Electrical & General Dealer ) was our contact person. She said they cannot fix it because it will not be economical. They will have to send us a quote for a new one, they don’t have stock and they will only have a washer (not a washer dryer) model; WW12K8412OX/FA and the depreciation value is R9350.00. We as customers now have to pay R9350 to get a Washing machine that is more than we paid for the Washer dryer we bought in 2015. This is borderline ******** what you are doing. We were not responsible for the transit of this Machine. How can we now be held accountable for something that we did not caused?????? I demand the exact same brand new Washer dryer that we decided to buy in 2015. If you don’t have the same model due to it being discontinued, we will take the next generation model. This machine was bought with the goal of using it for at least 5-10 years, and now after two years we need to buy a brand new one because of an external factor that was not our fault!!!!

South Africa Consumer protection act states

CHAPTER 2 FUNDAMENTAL CONSUMER RIGHTS

Part H Right to fair value, good quality and safety

53. Definitions applicable to this Part 54. Consumer’s rights to demand quality service 55. Consumer’s rights to safe, good quality goods 56. Imp**** warranty of quality 57. Warranty on repaired goods 58. Warning concerning fact and nature of risks 59. Recovery and safe disposal of designated products or components 60. Safety monitoring and recall 61. Liability for damage caused by goods

Imp**** warranty of quality

(3) If a supplier repairs any particular goods or any component of any such goods, and within three months after that repair, the failure, defect or unsafe feature has not been remedied, or a further failure, defect or unsafe feature is discovered, the supplier must— (a) replace the goods; or (b) refund to the consumer the price paid by the consumer for the goods.

According to the consumer act we are entitled to a replacement or the money we paid for this machine.

I Will take this further if we are not refunded within the next week.

Machine details below.

Model Name: WD702U4BKSD/FA Serial Number: 0AHM5ABGA00070F

Customer Reference Number: ********** 128 ASC Job Number: ********** 507

Contact me Lourens Herm**** Weideman ********** 108 **********