Issues with Samsung repairing in warranty dryer.

AdamPD

Hi all!
So I have a Samsung heat pump dryer, it came with the 5 year warranty and is about 4 years old now.
About a year ago it developed a fault, that being an intermittent very loud squealing sound whenever a cycle was started.
I contacted Samsung and they sent out an engineer within 3 days
I knew what the fault was, as it seems to be a common thing with this particular model (it's the motor)
But the engineer apparently knew better, he replaced the LCD panel on the front and a fan.
He started a cycle and it was quiet, then left.
When we put our first load of washing in to dry the squealing started immediately.

Fast forward a few months and I decided to call them out again, as it was getting louder
The same engineer came out, he replaced the motor this time which fixed the issue, hurray!
The next day the dryer's drum stopped moving and you could hear a tapping noise inside, as if the belt had come off
So again, got in touch with Samsung and this time I noticed a very different response, instead of sending out an engineer they assigned me to a "Triage specialist"
The next day I had a case manager call me and it was agreed the engineer would come back, so he did, he put the belt back on the drum and left
Five days later, same fault again, got in touch with Samsung and again, I've been assigned to their "Triage specialist" team.
That was 4 days ago and no word since, I notice each time the engineer was booked, it took them longer to get back to me each time, like I'm being punished for their faulty product.
But, what concerns me is what if he does come back and puts the belt back on? surely it's just going to fall off again?

bris

If he's at all a decent engineer he won't just put the belt back on, he will investigate why it came off in the first place.


The reason they fall off is because of a defective pulley, belt tensioner, bearings ets so there can be a few reasons.


They should investigate it.

Greta_Sharbo

What do your warranty terms say? Sometimes the terms will say that the manufacturer will only attempt a certain number of repairs before giving eg a replacement.

You also have rights against the party you bought from (presuming this wasnt Samsung) but at this stage may be difficult to pursue them and even if you can you might only get a (very small) partial refund. Have you had any contact with the trader?

AdamPD

Thanks, I'll double check the warranty terms, I'm on Samsung's live chat feature at the moment.

AdamPD

The terms do state:
In the event that Samsung is unable to repair your product, Samsung may at, its discretion, either
exchange your existing product with a replacement product or provide you with a refund.
I'm not seeing any restrictions on callouts though.

https://api.my-samsung.com/UploadImages/terms/TermsConditionsGeneral_2799.pdf

AdamPD

Alright, thank you for waiting, Got an advise here that we need to book an engineer's visit to check your machine as we will need the recommendation or the report of the engineer that your appliance is beyond economical repair or not repairable at all. Is it ok if we arrange an engineer's visit now? Apologies if no contacted you back but rest assured that we will send an engineer to check your washing.

no problem, may I ask a question? If it is deemed beyond economical repair, what happens then? would I have to buy a new dryer?

We can send a replacement as it is under warranty, it will be handled by our higher department. almost done with the process here just finishing my report. Please bear with me.

Well that would be nice if they did heh

AdamPD

Was fixed again yesterday, 1 under weight load later, same fault again.

This is the 4th time now.