Samsung Washing Machine. Grrrrrr

annfield62

I bought a Samsung Washing Machine 17/08/2018.  I also bought the tumble dryer to match and paid over £2k at Currys.  The washer has developed a fault.  It's not spinning the washing so it's dripping wet when I take it out of the machine.  There is no error code.  I completed all the trouble shooting exercises to no avail.  I then rang Samsung and did all of the trouble shooting exercises again.  It didn't resolve the problem.  I was initially told by the advisor that the machine was out of warranty.  I told her it had a 10 year parts warranty and she agreed.  I asked her when did I buy the washing machine and she gave me the above date as I couldn't remember.   I was then told I needed my proof of purchase.  I explained that we had a house fire in November 2018 and lost all our possessions in the fire so I did not have proof of purchase but she knows I bought and paid for i it as she gave me the date of purchase because it's on the Samsung database !   I am now trying to obtain a copy of the purchase agreement.  I have had to buy another washing machine because I work long hours including weekends and shifts and in a few days time I won't have any clean uniforms.  I emailed Samsung's CEO and I have had a notification that the email was undelivered.  HELP.  Can anyone advise me what to do next and how I publicise this as I feel they take your money but then don't care.

JJ_Egan

Your Consumer Rights are against Curry's not Samsung .

Consumer rights the law .

Warranty subject to any terms and conditions they decide on .That includes proof of purchase if required .

If you bought another washing machine they why would you not have clean uniforms ??

Aylesbury_Duck

What solution are you after, given that you've now bought a new machine?  Presumably a partial refund?  If so, then you need to have it inspected and take the report to Currys to exercise your consumer rights.  

If your plan is to seek a warranty repair from Samsung then sell the temporary machine, you need to read the warranty terms to make sure you can fulfill them, e.g. did you register the warranty upon purchase, if that was required?

baza52

perhaps the house fire that caused you to lose all of your belongings also damaged the machine. Was it the only thing to survive the fire?

born_again

Purchase online or instore? Online should give you a invoice to your email.
Any emails for registration of warranty.
Banks account should give you date of purchase. Check statements. 

annfield62

1.  My new washing machine is not being delivered until 17/01/22.   2.   The fire was over 2yrs ago and my garage was not affected by the fire or the firemen putting the fire out.  3.  I have my washing machine, tumble dryer and chest freezer in my garage and they have all worked perfectly fine until now.  4.  The items in the garage were the only things to survive the fire, except for my son and I who just about got out with our lives.  When I say we lost everything we literally lost everything.  5.  I did register the warranty.  Samsung are not disputing that I registered the warranty.

deannagone

I have a direct drive, at least twice the price of a 'normal' washing machine.  It works but has a number of design problem that rather than making my life easier has made me need to bend down and close flapping doors (it has a 'put a forgotten item in door' in the circular door, then I have to close this flap, without disturbing the drain hose door which often flops open so multiple bending lol).  I've also found the programming somewhat problematic.  The child lock seems to activate on its own. Quite a pain to unlock it again.

When I had a delivery problem with the washing machine (ordered direct from Samsung) and contacted Samsung, I found customer services very very difficult.  They couldn't understand me, I couldn't understand them.  I must have been put through to five different departments to sort out quite a simple problem.  So even though the machine has never put conditioner into the wash once, and obviously needs attention, i can't face their customer services.  My choice. I have a Samsung mobile as well - at the time I was convinced by the advertising that these were all good premium products and the extended warranty on the washing machine convinced me to pay the extra - more fool me lol the warranty is only good if Samsung will act upon it.  The Trust Pilot reviews (see below) and my experience with customer services put holes in that reassurance.

I looked up Samsung on Trust Pilot and found loads of negative reviews with Samsung.  So I have decided to put this down to experience, will never buy a super expensive washing machine (also have an expensive Samsung Microwave that didn't do half of what they said it would) and will never buy a Samsung anything again.  They need to deliver what is advertised, research their goods more thoroughly and completely rework their customer services response.  

Their top flight goods may be expensive, which implies better quality.. yeah - learned my lesson on that one.  No more Samsung products for me.

Coffeekup

annfield62 said:

I completed all the trouble shooting exercises to no avail.

Have you cleaned the filter? I had a washing machine a few years ago and same issue happened, emptied filter cleaned off the gunk 'voila".. Wasn't a Samsung tho

JulianS

gov dot uk says...

Proof of purchase

You can ask the customer for proof that they bought an item from you. This could be a sales receipt or other evidence such as a bank statement or packaging.

Items returned by someone other than the buyer

You only have to accept returns from the person who bought the item.

shiraz99

JulianS said:

gov dot uk says...

Proof of purchase

You can ask the customer for proof that they bought an item from you. This could be a sales receipt or other evidence such as a bank statement or packaging.

Items returned by someone other than the buyer

You only have to accept returns from the person who bought the item.

The thread is from 5 months ago, the OP has probably moved on.