Samsung Poor customer service and technical support, defective unit Ridgefield Park New Jersey

We purchased a Samsung front load washer and dryer from Nebraska Furniture Mart about a year and a half ago. In addition, we purchased an extended warranty on the product. This complaint is about Assurant Solutions, but it also included details about Nebraska Furniture Mart and Samsung, because we purchased the units there and purchased an extended warranty. The problems have included issues with Samsung directly, Nebraska Furniture Mart, and Assurance Warranty.

The first problem we experienced was within the first eight months of owning the washer and dryer. The dryer started making a grinding and squealing noise. Since it was still under manufacturer warranty (one year), Nebraska Furniture Mart transferred me to Samsung. Samsung gave us the run around and refused to send out a technician; specifically because the customer service rep stated we needed to pull the dryer out from the wall to make sure it wasn't a venting problem and also wanted us to make sure the dryer was leveled. I repeatedly tried to explain to the rep that it was not a vent problem and that the machine was squealing and grinding, all noises that represent a motor problem. Also, I told the rep that my spouse and I both have degenerative disc disease and cannot pull these machines out due to their weight without risking pinching a nerve, etc. In addition, the washer and dryer are off of our kitchen and the floor is already level; therefore, we should not need to check to make sure it was leveled. The rep still refused to set up a service appointment, so I had to contact Nebraska Furniture Mart directly in order to get them involved. They contacted Samsung and a service appointment was immediately set. The service repair company came out within a week and confirmed our suspicion that the motor was bad. It then took another week for the motor to come in.

About a month ago, the dryer started to make noises again. It progressively worsened over the next few weeks. So, last Sunday, I contacted Nebraska Furniture Mart. They transferred me to Assurant Solutions, the warranty they use for appliances. I explained to the phone rep that the dryer was starting to make the same noise as the year before, squealing and grinding. The rep tried to blow me off, stating the previous motor was replaced by Samsung and that they should cover it for a year. I attempted to explain to her the factory warranty only lasted a year. We have had it for over one year. Samsung did not extend the warranty when they replaced the motor. Then, she tried to say that Assurant Warranty will not send reps out for "noises" that a machine is making; rather, the machine has to completely breakdown. This is not how Nebraska Furniture Mart sold us the warranty. When I began to get mad, I threatened to report Assurance and Nebraska Furniture Mart to the BBB and the Attorney General's office, and I stated we had had numerous other problems with their warranties in the past. One example included a Kitchen Aid dishwasher purchased about seven years ago. One of the mechanisms in the machine was overheating water and was causing glasses to break, plastic to melt, and caused warping of internal components within the machine. When they sent the service company out, they refused to replace the component stating it was normal. Only after we filed complaints did the unit get fixed properly. Finally, she verified with Samsung that the dryer component was not covered under warranty; therefore, they were responsible for fixing it. And she finally set up an appointment for a service technician to come out to inspect the unit.

On 12/09/2016, a service rep from At Your Service Appliance Repair came out to inspect the dryer. He concluded within minutes that the bushings in the motor were going bad and that they needed repair. Then, he stated they would need to send in a request to Assurant Warranty for repair approval, which could take up to three days. That makes absolutely no sense. If a component is bad, the service appliance repair company should be able to order parts without obtaining approval from the warranty company. In my opinion, it sounds like they are attempting to get out of valid claims. Finally, because it is a component that has repeatedly failed within a year and a half of purchase, I believe Samsung’s parts are defective.

I also questioned the repair tech about why we would be experiencing so many problems with the Samsung unit. He stated it was the second unit today by Samsung that he had examined that had the exact same problem. He also stated that supervisors at Samsung and other companies like theirs routinely have supervisors who override engineers' specifications for machines, which lead to problems like these and other ones (e.g. exploding Samsung unit).

I have filed complaints with the BBB and the Attorney General’s offices in the state that the companies do business. If you want to file your own complaints, you’ll need the following addresses:

Samsung
105 Challenger Road
Ridgefield Park, NJ 07660
800-726-7864

Assurant Solutions
260 Interstate N. Circle, S.E.
Atlanta, GA 30339

Berkshire Hathaway, DBA Nebraska Furniture Mart
3555 Farnam St.
Omaha, NE 68131
402-346-1400