Samsung Washing Machine Leak

ATZDER

Hey,

I have an issue with my washing machine and two weeks on, I'm no where near a resolution. I have a Samsung washing  machine which decided to spring a leak just under the door. No damage to my floor. I contacted Samsung who were no help and asked me to contact the retailer, Samsung said the machine was 3 years old and as I have not filled out the extended warranty for 5 years, it's my problem. I contacted John Lewis. I received 3 different responses. They too decided to hide behind the warranty language, however I used your site to say this was a voluntary service agreement and this machine should have lasted a reasonable amount of time which it hasn't and it was not fit for purpose.
Their final response is that I need to call out an engineer, with a report either saying this leak is an inherent problem or not. If not, then I need to stump up the cost of the report and this machine is my problem.
Where can I go from here?

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/6673950/samsung-washing-machine-leak

If it's leaking from the door have you closely inspected the door seal? Look all the way around it as it's likely a modest leak will always appear to come from the bottom even if there's a tear higher up etc.

After the item is 6 months old it is up to you to prove its an inherent fault and not either fair wear and tear or that the door seal has been split by an errant zip or something else that shouldn't have gone in the machine. When the merchant won't inspect it themselves for you the normal course of action is to pay for an engineer and you add the cost of that you your claim if it supports your claim - obv if they say something has caught on the seal and split it then the cost is on you.

Personally my bet is the seal has been damaged and thats going to be hard to prove it was inherently faulty plus the cost of a new seal (Samsung genuine part) is about £60 so less than what a report will cost you.

MattMattMattUK

https://forums.moneysavingexpert.com/discussion/comment/82048291#Comment_82048291

I agree with this, most likely a damaged door seal, which you will not be able to successfully argue was there at the point of manufacture, just buy a new seal and replace it.

Ergates

Thirded.

Samsung are correct - your contract is with the retailer, and John Lewis are correct - after 6 months they are allowed to ask that you provide proof the item was faulty at point of sale.

As above, check the seal and replace it yourself if it's damaged. If it isn't, then you'll need to call out an engineer for a repair anyway. Whilst they're out, they can first inspect the machine and tell you what the issue is and if you have a case against John Lewis (and give you a quote to repair).

At that point you can decide whether to just get the repair done, or whether to get the engineer to write down their findings and send that to John Lewis to get them to pay for a repair.

CliveOfIndia

I'd agree with previous replies - there's a fair chance it's the seal. Not too difficult to replace yourself, and you'll almost certainly be able to find a YouTube video that shows you how to do it, if it's not immediately obvious.

I replaced mine just a couple of weeks ago (mine's a Bosch). £20 including delivery from eSpares, took me all of half an hour.

Aylesbury_Duck

I'm another who thinks their stance is fair. I suspect the seal has been split/nicked or somehow damaged, usually when someone stuffs or pulls out something like a zipper. It's a relatively cheap and easy repair. I think you'll have trouble demonstrating the seal was inherently faulty when it was sold to you.

oldagetraveller1

I suspect a Samsung machine has the same on the door seal?

My Hotpoint machine, at two years, developed a small leak from the bottom of the door. An inspection of the seal revealed a small drain hole, at the bottom, hidden between the two parts of the seal. It was blocked with "slimy gunge". I carefully cleared the drain using a suitable blunt implement then blew down a piece of small bore plastic pipe to prove it was clear. No leakage for a few months now.

As suggested by others, the likely culprit is the door seal for whatever reason. Make sure the seal face is clean and the face of the door where it contacts the seal.