Samsung Washer and Dryer - Poor Initial Quality and Warranty Support
Warranty Repair Department - Complaint
RIDGEFIELD PARK, NEW JERSEY -- On January 6, 2013 I purchased a Samsung washer and dryer from
HH Gregg in Murfreesboro, TN. The washer and dryer were both delivered and installed on January 29th. The model number of the washer is
WF365BTBGWR. I do not have the serial number of the washer. From the onset the washer displayed the error “Hr” whenever a temperature setting other than “warm” was selected. I called Samsung and told me they would schedule a service technician to come out and repair it. As the washer was only 4 days old I went back to HH Gregg and they replaced with a new washer on February 7th.
The model number of the dryer is DV365ETBGWR. On or about March 4th, only 35 days after delivery, the dryer stopped working and a service call to Samsung initiated. Since it was over 30 days old, HH GRegg stated it could not be exchanged to a new dryer and it would have to be repaired. After 2 service calls and 10+ days later, the motor was replaced and the dryer was again working.
On or about April 10th, I noticed the markings on the washer’s control panel were smearing and disappearing. Whenever I simply moved my fingers or a soft cloth over the markings with little or no pressure, the markings became smeared similar to that of writing from a dry erase board. Enclosed are pictures of the washer’s control panel. I called Samsung and was told that “cosmetic” defects were NOT covered by the Samsung warranty and there was nothing Samsung could do to resolve the problem.
I then reviewed the warranty listed in the Washer User Manual. It states the Samsung Warranty will not apply to “cosmetic damage”. What is occurring is NOT a result of any damage. It is most attributed to a defect in the embossing of the markings on the control panel. Per cleaning instructions in the manual, no chemicals of any sort have been used to clean the panel, only a soft dry rag. The markings on the control panel of the dryer are secure and will not rub off or smear even with when pressure is applied.
On April 18th I again called Samsung repair and presented my case for this issue NOT being “cosmetic damage” but a defect and again was told it was not covered by the warranty. The washer was only 2 months old when the problem was first noted! The markings affected are essential to the operation of the washer as they identify washing cycles, water temperature, etc.
After all the initial problems I incurred with the washer and dryer, and lack of support I received concerning my current problem, I would not advise anyone purchasing a Samsung washer or dryer.