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  • FIRST POST
    • albax694
    • By albax694 28th Apr 16, 12:45 PM
    • 10Posts
    • 1Thanks
    albax694
    Samsung warranty washing machine
    • #1
    • 28th Apr 16, 12:45 PM
    Samsung warranty washing machine 28th Apr 16 at 12:45 PM
    Bought a Samsung washing machine via Co-op Electrical website in May 2014. Paid with credit card. Machine once registered came with 5 year Parts and Labour guarantee.

    Washing machine broke down last week so called Samsung on 22nd April. Got through to foreign call centre who logged call and gave me reference number. Said someone would call within 24-48 hours.
    Waited 72 hours and no call. Called Samsung back and they gave me the number of local service engineer to call him directly. Phoned him and got his house! Someone answered who I assume was his wife and explained I was awaiting a call re a Samsung washing machine. She stated their had been a death in the family and they were behind with calls etc. At that point though the engineer took over the call and said he had a notification of the job and would be back in touch. That was 3 days ago. Still nothing. Phoned them back and get answer machine but says it is unable to take messages for now!?
    Contacted Samsung again via online Live chat rather than deal with foreign call centre. Again could only advise someone will be in touch in due course. Called Co-op Electrical who said they would contact Samsung and be back in touch, of course "within 24-48 hours".

    Not sure where I go next with this as I think waiting 7 days and not even have a date for the engineer visit yet is too long.
    Do i have any re-course?
Page 1
    • cono1717
    • By cono1717 28th Apr 16, 12:55 PM
    • 490 Posts
    • 327 Thanks
    cono1717
    • #2
    • 28th Apr 16, 12:55 PM
    • #2
    • 28th Apr 16, 12:55 PM
    You can't really go back to the CO OP and say that 7 days is too long to wait as you haven't really been waiting with them for 7 days. Your problem is you swapped between two companies so can't hold both of them responsible for each others failings. You either have to wait for the COOP to get back to you and go from there, or push harder with Samsung - you could try getting the credit card company involved as well?
    • JJ Egan
    • By JJ Egan 28th Apr 16, 1:49 PM
    • 8,847 Posts
    • 3,578 Thanks
    JJ Egan
    • #3
    • 28th Apr 16, 1:49 PM
    • #3
    • 28th Apr 16, 1:49 PM
    Who is this 5 year guarantee with ??
    • albax694
    • By albax694 28th Apr 16, 4:32 PM
    • 10 Posts
    • 1 Thanks
    albax694
    • #4
    • 28th Apr 16, 4:32 PM
    • #4
    • 28th Apr 16, 4:32 PM
    Who is this 5 year guarantee with ??
    Originally posted by JJ Egan
    5 year guarantee is with Samsung. Which is why I went to them first.
    I have only contacted Co-op as I bought the machine via them to see if they could be any help but im aware it should really just be a Samsung issue.

    I was beginning to wonder if I can do a Section 75 claim via credit card where this would actually impact on Co-op though. Not sure if it applies here (Section 75)
    • albax694
    • By albax694 28th Apr 16, 4:32 PM
    • 10 Posts
    • 1 Thanks
    albax694
    • #5
    • 28th Apr 16, 4:32 PM
    • #5
    • 28th Apr 16, 4:32 PM
    You can't really go back to the CO OP and say that 7 days is too long to wait as you haven't really been waiting with them for 7 days. Your problem is you swapped between two companies so can't hold both of them responsible for each others failings. You either have to wait for the COOP to get back to you and go from there, or push harder with Samsung - you could try getting the credit card company involved as well?
    Originally posted by cono1717
    I agree about the Co-op, just have got fed up with Samsung who don't seem to be responding
    • wealdroam
    • By wealdroam 28th Apr 16, 4:54 PM
    • 17,422 Posts
    • 14,000 Thanks
    wealdroam
    • #6
    • 28th Apr 16, 4:54 PM
    • #6
    • 28th Apr 16, 4:54 PM
    5 year guarantee is with Samsung. Which is why I went to them first.
    I have only contacted Co-op as I bought the machine via them to see if they could be any help but im aware it should really just be a Samsung issue.

    I was beginning to wonder if I can do a Section 75 claim via credit card where this would actually impact on Co-op though. Not sure if it applies here (Section 75)
    Originally posted by albax694
    You need to understand the different responsibilities these people have.

    The only responsibility that Samsung have is in servicing the warranty.

    The people who sold the thing to you, Co-op Electrical, have an ongoing responsibility and you have a statutory right to seek a remedy from them for up to six years following the sale.

    Your credit card supplier has exactly the same responsibilities as the Co-op. A S75 claim is nothing to do with the five year manufacturer's warranty.

    Have you read MSE's Consumer Rights guide?
    There's a link to it at the top of this page.

    You might find MSE's Section 75 article useful too.
    • Pregnant mamma
    • By Pregnant mamma 17th Oct 16, 1:05 PM
    • 4 Posts
    • 1 Thanks
    Pregnant mamma
    • #7
    • 17th Oct 16, 1:05 PM
    • #7
    • 17th Oct 16, 1:05 PM
    HI did you ever get a resolution to your problem? I purchased a Samsung eco bubble and the seal around the door has broken, I have contacted them on several occasions however they are saying it is my fault that the machine was" incorrectly loaded". I completely dispute this as it was not overloaded and the "UE" was not displayed.
    I have made a formal complaint and am currently waiting on a response however I am just so annoyed I have had to go to such lengths when I bought this machine specifically for the 5 year warranty.
    Would love to know if anyone else has had similar problems or has any advice on how to move forward for a resolution
    • Moneyineptitude
    • By Moneyineptitude 17th Oct 16, 1:19 PM
    • 17,246 Posts
    • 7,783 Thanks
    Moneyineptitude
    • #8
    • 17th Oct 16, 1:19 PM
    • #8
    • 17th Oct 16, 1:19 PM
    HI did you ever get a resolution to your problem?
    Originally posted by Pregnant mamma
    "albax694" last logged into this site in April 2016.

    I think you'll have to allow the manufacturer time to consider/ resolve your complaint.
    • George Michael
    • By George Michael 17th Oct 16, 1:33 PM
    • 2,583 Posts
    • 3,450 Thanks
    George Michael
    • #9
    • 17th Oct 16, 1:33 PM
    • #9
    • 17th Oct 16, 1:33 PM
    , I have contacted them on several occasions however they are saying it is my fault that the machine was" incorrectly loaded". I completely dispute this as it was not overloaded and the "UE" was not displayed.
    Originally posted by Pregnant mamma
    Did someone from Samsung actually look at the machine or was this a diagnosis made over the phone or internet?

    "Incorrectly loaded" doesn't only mean that it was overloaded or unbalanced.
    If something that could damage the silicone seal (such as coins or keys) was put into the machine then this would probably qualify as being incorrectly loaded.
    • Pregnant mamma
    • By Pregnant mamma 18th Oct 16, 9:12 AM
    • 4 Posts
    • 1 Thanks
    Pregnant mamma
    Hi, I had to send a picture of the machine which I did immediately which showed that a trouser leg had got tangled up in it, but it was just clothes no coins r anything. Don't even no how it managed to happen I could understand it if the machine was stuffed full and I had to force the door closed but I definately didn't.
    Should I go back to Curry's r just wait on Samsung?
    • George Michael
    • By George Michael 18th Oct 16, 9:45 AM
    • 2,583 Posts
    • 3,450 Thanks
    George Michael
    If a trouser leg got tangled up with the seal and did the damage then it sounds as if the trouser leg wasn't fully in the drum before the door was closed and it got trapped between the door and the seal and if this is what happened, there would be no liability on either the retailer or manufacturer.

    I realise that my guess as to what actually happened may be totally wrong and it's just my opinion.

    How long have you had the washing machine?
    • Moneyineptitude
    • By Moneyineptitude 18th Oct 16, 3:21 PM
    • 17,246 Posts
    • 7,783 Thanks
    Moneyineptitude
    Don't even no how it managed to happen
    Originally posted by Pregnant mamma
    That doesn't sound like an inherent "fault", I'm afraid. If you sent a picture and it showed that clothes were caught in the seal, then that does indicate that the machine was improperly loaded.

    You could now arrange an independent inspection of the machine to establish if it is an inherent fault. If such an inspection agrees with your prognosis then you will receive a refund of any costs incurred. Obviously, if the inspection deems that it is mis-use you'll get nothing and be more out-of-pocket.


    But you have yet to have a response to your "formal complaint", so little point in getting back in touch with Curry's until you do.
    • RosesInTheHospital
    • By RosesInTheHospital 18th Oct 16, 3:42 PM
    • 5 Posts
    • 2 Thanks
    RosesInTheHospital
    Door seal issue - Samsung Eco Bubble
    I too have issues with the rubber door seal.
    15 months after purchase I opened the door to find loads of shredded rubber in the machine - you could clearly see the rubber had been sheared off. Engineer came and confirmed there had been a quality issue with finishing around the seal and he had replaced a few of them.
    15 months later (3 years into the 5 year warranty) same thing happens again. Different engineer says it's because something has got caught like a button from jeans that has shredded the rubber seal - trouble is, the wash did not contain anything with buttons or zips/metal. It wasn't overloaded and nothing was caught in the door - It's an issue with machine but I suspect they don't want to admit this. If it goes again then no more samsung products for me!
    • cono1717
    • By cono1717 18th Oct 16, 3:50 PM
    • 490 Posts
    • 327 Thanks
    cono1717
    I too have issues with the rubber door seal.
    15 months after purchase I opened the door to find loads of shredded rubber in the machine - you could clearly see the rubber had been sheared off. Engineer came and confirmed there had been a quality issue with finishing around the seal and he had replaced a few of them.
    15 months later (3 years into the 5 year warranty) same thing happens again. Different engineer says it's because something has got caught like a button from jeans that has shredded the rubber seal - trouble is, the wash did not contain anything with buttons or zips/metal. It wasn't overloaded and nothing was caught in the door - It's an issue with machine but I suspect they don't want to admit this. If it goes again then no more samsung products for me!
    Originally posted by RosesInTheHospital
    In cases like this it is worth getting an independent engineers report they have no bias either way and is likely that whatever they report the cause as is the cause.
    • Fosterdog
    • By Fosterdog 18th Oct 16, 7:01 PM
    • 2,437 Posts
    • 4,038 Thanks
    Fosterdog
    I too have issues with the rubber door seal.
    15 months after purchase I opened the door to find loads of shredded rubber in the machine - you could clearly see the rubber had been sheared off. Engineer came and confirmed there had been a quality issue with finishing around the seal and he had replaced a few of them.
    15 months later (3 years into the 5 year warranty) same thing happens again. Different engineer says it's because something has got caught like a button from jeans that has shredded the rubber seal - trouble is, the wash did not contain anything with buttons or zips/metal. It wasn't overloaded and nothing was caught in the door - It's an issue with machine but I suspect they don't want to admit this. If it goes again then no more samsung products for me!
    Originally posted by RosesInTheHospital
    It wouldn't necessarily be something in the current load that has caused the damage, it could have been damaged weeks or even months before and the rubber has then degraded over time with it finally coming away even with a light load with no zips or buttons
    • Pregnant mamma
    • By Pregnant mamma 20th Oct 16, 12:39 PM
    • 4 Posts
    • 1 Thanks
    Pregnant mamma
    Thank you all for your replies , I am just gutted I have 4 small kids and paid what to me is a small fortune for this machine in febuary this year, I had a hotpoint previsouly which broke constantly, I bought it specifically for the warranty and the first time I go to use it I'm not covered. I genuinely don't think the leg of the trousers was stuck but sure I have no way of proving that now.
    Thank you all for your help
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