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A tale of Samsung and the faulty tumble dryer...
Cliecost
Posts: 633 Forumite
Okay, so this is a long story that I'll try condense but if something doesn't make sense it's probably that I forgot something so let me know.
On the 12th of March 2017 I bought a Samsung tumble dryer (DV90H8000HW to be exact) from AO.com. It came with a two year warranty which I registered with Samsung.
In the past couple months it's become really really slow at drying clothes. This model uses heat pump technology to remove moisture from the warm air (It heats up the air, cycles it throughout the machine and then passes it through it's condenser to remove the moisture, then recycles the air again).
The condenser in the base of the machine is non-removable (unlike other models I have had which you can remove to clean).
Following the instructions that came with the machine I regularly clean the lint trap, the sponge filter just before the condenser and then (using the bristle attachment on the vacuum) clean the delicate fins on the condenser itself. I do this weekly or more often (as needed).
The design of the machine means lint gets into the non-removable condenser making it less and less efficient as time goes on. It used to take upto 2 hrs to dry a full load. Now it can take anything up to 5hrs.
I contacted Samsung directly first of all who said I had no warranty (or guarantee, i forget which is which) so I went to AO. They were 100% sure I did have the warranty so they contacted Samsung on my behalf to arrange an engineer visit.
The engineer came to our house to test the machine, we explained the fault to him and he tested to see if the machine heats up and no more. He reported back to Samsung that it had no faults. I disputed this to Samsung who said they won't do anything further. So I went to AO again (who I should add gave amazing customer service) they escalated this to high up people in Samsung, it took a few days for anything to happen but eventually I got a response form them saying the engineers would contact me again to dig deeper in the machine to really see what's up.
The engineers called me and asked me to go through whats up, I explain that YES it does heat up, that's not disputed BUT because of the design fault letting lint to get into the non-removable condenser despite cleaning the first two filters, it's not removing the moisture from the air therefore it's taking a lot longer to do its job.
They said to me they had no way of testing for this without taking the whole thing apart and inspecting the condenser which they won't do.
I explained this refusal to AO (who, again have been great through all this) and they said they can't get anywhere with them either and that it seems like we've hit a dead-end. AO have offered me £40 off a replacement which is fine but I just feel that being that the machine is less than 2 years old and has a 2 year warranty it should be Samsung replacing the faulty condenser or something to make it work like it was advertised to when I got it.
(Disclaimer - I am not an engineer so some of the terms used may be wrong. But the overall issue is correct)
Tl;dr - Samsung tumble dryer (less than 2 yrs old with 2 year warranty) has a design fault which makes it not work right but they want no part of it.
Any ideas?
On the 12th of March 2017 I bought a Samsung tumble dryer (DV90H8000HW to be exact) from AO.com. It came with a two year warranty which I registered with Samsung.
In the past couple months it's become really really slow at drying clothes. This model uses heat pump technology to remove moisture from the warm air (It heats up the air, cycles it throughout the machine and then passes it through it's condenser to remove the moisture, then recycles the air again).
The condenser in the base of the machine is non-removable (unlike other models I have had which you can remove to clean).
Following the instructions that came with the machine I regularly clean the lint trap, the sponge filter just before the condenser and then (using the bristle attachment on the vacuum) clean the delicate fins on the condenser itself. I do this weekly or more often (as needed).
The design of the machine means lint gets into the non-removable condenser making it less and less efficient as time goes on. It used to take upto 2 hrs to dry a full load. Now it can take anything up to 5hrs.
I contacted Samsung directly first of all who said I had no warranty (or guarantee, i forget which is which) so I went to AO. They were 100% sure I did have the warranty so they contacted Samsung on my behalf to arrange an engineer visit.
The engineer came to our house to test the machine, we explained the fault to him and he tested to see if the machine heats up and no more. He reported back to Samsung that it had no faults. I disputed this to Samsung who said they won't do anything further. So I went to AO again (who I should add gave amazing customer service) they escalated this to high up people in Samsung, it took a few days for anything to happen but eventually I got a response form them saying the engineers would contact me again to dig deeper in the machine to really see what's up.
The engineers called me and asked me to go through whats up, I explain that YES it does heat up, that's not disputed BUT because of the design fault letting lint to get into the non-removable condenser despite cleaning the first two filters, it's not removing the moisture from the air therefore it's taking a lot longer to do its job.
They said to me they had no way of testing for this without taking the whole thing apart and inspecting the condenser which they won't do.
I explained this refusal to AO (who, again have been great through all this) and they said they can't get anywhere with them either and that it seems like we've hit a dead-end. AO have offered me £40 off a replacement which is fine but I just feel that being that the machine is less than 2 years old and has a 2 year warranty it should be Samsung replacing the faulty condenser or something to make it work like it was advertised to when I got it.
(Disclaimer - I am not an engineer so some of the terms used may be wrong. But the overall issue is correct)
Tl;dr - Samsung tumble dryer (less than 2 yrs old with 2 year warranty) has a design fault which makes it not work right but they want no part of it.
Any ideas?
0
Comments
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Samsung warranty their terms and conditions apply /
They can put any restrictions on this its an extra not your consumer rights.
The law your Consumer Rights against the vendor .
CR against the vendor who may well ask for an independant report to prove your claim that it has a design fault that prevents it operating .
See stickie top of page .0 -
Isn’t the point of a ‘tl;dr’ to go at the beginning to stop people having to trawl through the dross?0
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I thought it was a spellin mistake .0
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Samsung service have always been dire.They are the same with tv's and phones.I never buy their products due to this.0
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As said your complaint and the Consumer Rights is against the vendor .0
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Hi Cliecost. I had similar issues, I have sent you a private message with contact details for Samsung UK Executive Office, hope you get the situation resolved.0
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