Angelina S.

Wow, where to begin. We thought by buying a washing machine that was expensive and top of the line that we would not have to deal with all the issues that have come since we bought this machine. A few months after buying the machine we started to notice oil type stains on our clothes. It took a while for us to figure out that it was from the washing machine through a long process of elimination. Two different repair people came to our home to "asses the machine before anyone came to fix it... finally someone come to fix it but a few weeks later it started to do the same thing. So again we were on the phone to Samsung and the repair centre to try and get it fixed once again. After weeks and weeks of countless phone calls we finally got someone out to look at the machine again and... once again it was two different people that come into our home to tell us the same thing.: the drum needs replacing again. We were told after the second man visited our home that we would have a resolution within 24 hours and after almost two weeks of not hearing a thing. We again spent countless hours on the phone to Samsung to figure out what the issue is to only find out that they had no notes on the system from the two repair people that come to our home. A few weeks after that we were then sent an email outlining the cost for a repair of around £500 for a machine that we have had for less than a year and is still under warranty. Needless to say the email was an error and it is covered under warranty but the lack of professionalism and record keeping is clearly an issue at Samsung. Another week on they tell us they are waiting for parts and another week after that they tell us they are unable to get the parts. So now we are 14 months of owning the machine, one drum replacement already and another on the way and on going issues with the drum for almost a year now. They refuse to replace it yet now they claim they cannot get the parts to repair it. I would not recommend Samsung to anyone purely based on their customer service and clearly the quality of their products. Sure, it comes with a warranty but we have been waiting a few months now for the second drum replacement as the washing machine continues to wreck our clothing but what choice to we have other then expose ourselves to unnecessary risk during a pandemic to wash our clothes at a laundromat when we have paid almost £1000 to having a washing machine that does not work. Not to mention that we have a young family and it is not ideal to be taking small children to a laundromat to do laundry, nor should we have to when we have paid for a washing machine.