Consumers affected by Samsung recall take to Facebook.
Over 2,000 consumers have united in a private Facebook group to vent their experiences when dealing with Samsung to rectify their recalled machines. Group members also offer advice to one another on the most effective and efficient manner to reach a resolution. The posts within the group have confirmed retailers’ observations of the damage of the recall to the entire brand.
Brittany said after hearing that even the fixed washing machines are at risk of catching fire, she would like a new machine, “preferably not a Samsung.”
Dana echoed Brittany’s comments, saying that she would never buy any of Samsung’s goods again.
“I have been waiting for my washing machine to be replaced, which after three months will take another 7 to 21 days. I currently have no washing machine to wash with as it stops mid cycle….not happy and not good enough!”
Kathleen also expressed her frustration, agreeing that she would never purchase a product from Samsung again and strongly advises others “to think twice”.
Her post read, “After three months battling with Samsung over my recalled washer I have finally received my refund. Samsung did not even bother to notify me that my washing machine was a fire hazard and had I not seen the recall on Facebook I would still be sitting here with it.”
‘New’ machines give false hope
Meanwhile, replacement machines provided by Samsung appear to put the safety of consumers at risk.
Fiona said her first replacement had a melted rim and her second replacement machine arrived with damage.
“Three machines later and I still don’t have an undamaged working machine… and the driver didn’t install it as stated on the Samsung washing website.”
Susan said her replacement Samsung 8kg washing machine (WA80F5G4DJW) started smoking and she was lucky enough to be there at the time to unplug the unit.
She posted, “The machine which was on a medium wash suddenly started spinning out of control before a burning smell and smoke. I paused the machine and saw what I thought was soap scum around the top rim. I touched it and it was burning hot melted plastic.”
Delays in refunds, replacements
A number of consumers have experienced lengthy delays in receiving their refunds and replacement machines and continue to be given the run around by Samsung representatives.
Sylvia said her washing machine was collected over six weeks ago but she still hasn’t received her refund.
Her post read, “I have phoned Samsung and no one has a direct number to call the finance department for me. I have to wait another 24 to 48 hours for them to reply to an email. I am very angry to say the least.”
Meanwhile, Daniel said it took eight weeks and five phone calls to receive his replacement machine.
“The delivery guy in Mackay in Queensland said he is doing up to four machines nearly every day. They have a number of machines waiting at the depot; some are simply missing paperwork, others the customer can’t be contacted to arrange a drop off,” he posted.
However, for some consumers, the delay has been even worse.
Jaegar was forced to buy a new machine at her own expense as she was still waiting for a replacement two weeks after her old machine was picked up.
She said, “It has been over four months since I first contacted Samsung about my machine and 42 days since they told me my refund was sent to their finance department for processing. I have called them and emailed them multiple times now and they just keep saying they are waiting to hear back from their finance department.”
Meanwhile, another affected consumer, Steve, described Samsung’s service as “not exactly first class.”
His post read, “It has taken several attempts and numerous emails and your phone agents have not updated my file with notes and details…Poor service from your agents.”
Consumers deal direct with retailer
Christine said she received a full credit at Bing Lee, which collected her old Samsung machine and delivered her new one.
“It was much easier than dealing with Samsung directly,” she said.
Patricia went straight to The Good Guys and got a full in-house credit for her old machine.
“I am now sitting with a brand new Fisher & Paykel,” she posted.