Samsung NEVER BUY SAMSUNG!!! Nationwide

We bought a washer dryer set Samsung brand from the Home Depot on June 30, 2013. The set was delivered on or after July 18, 2013. On July 20, 2014, the washing machine completely stopped working. I called Samsung, who informed me that my machine was out of warranty as of June 30, 2014!  Impossible, I said, as that was the day of purchase, and I never owned the machine until mid- July. After three phone calls to three different departments, (you are never given the "permission" to speak to a supervisor), I was granted a three month extension of my warranty. Next comes in USSI. 

USSI, at least in Florida, is the contracted company to fix Samsung. You have to speak to them on the phone, explain in excruciating detail what exactly went wrong with your machine. I don't know about anyone else, but when my washer is going, I am not watching it!  So to tell someone what codes are showing up on the machine is especially frustrating. What noises do you remember to describe in detail so they can figure out on the phone what parts to ordet!  Then you have to go through all stupid fixes to a dead machine!  Take out the plug and wait 1/2 hour and plug it in again. Take out the hoses to see if they are clogged. This is a DEAD machine!!  The hoses are not the problem!!  After literally 45 minutes on the phone with USSI, they decided what parts to order from Samsung. Every replaceable part. Then you have to wait for the parts to come in!!  After another week, I called USSI, which by the way, you have to go through an insipid robo-operator everytime you call, taking up five minutes. You have to put in your samsung number, then the USSI number, and listen as to why you need their app for your repairs!!  then punch in your cell phone number for updates. Even if you agree to get the app, text message updates, etc., you still have to go through this EVERYTIME you call them, because USSI NEVER calls you back!  After going through this again, I find out that my parts have been in for several days, and would I like to make an appointment. Gee, uh, YES!  I want an appointment yesterday!!  But that is too bad, because they are booked in my area. So I wait two more days for my four hour wiindow, in which nobody bothers to show up!!  After another call to USSI, and yes, the recordings, oh, did I mention press one for English, two for Espanol??, I find out that the repairman is not coming, because his truck broke down. I had originally requested a Friday since I had to be home all day that day, but they couldn't accomodate me, because they were booked. Instead, I had to wait all day Thursday for no one to call or show up. 

After blowing my top on the poor person who answered the phone Thursday, miraculously, there had availabilitiy on Friday!!  So, I was home anxiously awaiting a fixed washing machine, which was going on two weeks without working and laundry was piling up!  He came. Four hours later, another repairman shows up, and works with the first guy for another hour. Then they pack up and leave. Is the machine fixed??  NO!  They have to order more parts!!!  What do they mean more parts??  They just tried to replace every single part!!  Did I mention that they left me with a washing machine hale full of water and A brand new terry cloth robe along with my only cloths for steam cleaning our floors. We have no carpet, and several pets, along with...children!!    It took another phone call, after another week for me to call USSI to find out that NO parts were ordered. You see, this particular machine, the model number and the serial number don't match. They have no idea what parts to order. In cases like this, supposedly, Samsung sends you a new machine!!  But Samsung never contacted me. Back to step one again. 

This went on for six weeks and two days. Samsung kept insisting on sending parts, which were always the same parts, btw, and USSI refused to come and replace the parts, sending them back each time. I finally got ahold of a woman, Mary Mang from California, requesting that I send her my receipts to prove that I did not have the machine in my possession on July 30, 2013. Not only did I email them, but faxed, and snail-mailed copies. Did Mary Mang ever get back to me??  NO!!  I had to call her three times, leaving voicemails EVERYTIME. Finally, she answered, and her answer was that Samsung would not replace the machine....because it was not under warranty!!!  Did I mention that they granted me a three month extension on the warranty??  Apparently, that doesn't count when the machine is irreparable!!  Gee, who would have thought?  So I'm back to 1-800-Samsung  escalation department this time. What is their answer??  Send the parts to fix the machine!!  I asked if they had copies of my receipts. No, they didn't. I emailed, faxed, and snail-mailed my receipts a total of SIX TIMES!! The problem with Samsung, one of about a hundred, is that the right hand has absolutely no idea what the left hand is doing!!  Not only that, but in dealing with them, I dealt with no less than four different companies. Even when I was in the same department, they had no idea whom I spoke with previously, nor that they had sent the parts out three times!!  Nor, did they care, which was the worst frustration of all!!  They all had the same answers, which must be drilled into every rep that gets on the phone. "Oh, we are so sorry, we feel so bad for you, that is ao frustrating" over and over again. I spent over 25 documented hours on the phone alone with Samsung, not counting USSI, or Home Depot, who we finally in the fifth week decided to involve.  Luckily, Home Depot went through the same hoops that I had to go through.  They even sent me back to Mary Mang. Home Depot even told samsung that the machine was under warranty according to their records, the place where we purchased the machine!!  Did it help?  Not with Samsung. 

Home depot's manager had me come in and pick any washing machine I wanted. I chose American, and I chose Maytag. Six weeks and two days after the washing machine broke, and fifteen garbage bags of laundry later, I received a beautiful brand new Maytag, no cost to us. Thank you Home Depot for doing the right thing!!!  Regarding the ruined towels??  Samsung asked me to send them pictures, and they would send them for review to see if they would reimburse us. This is after I was still trying to get Home Depot reimbursed for eating up the cost of a new machine. 

Three weeks later, Samsung keeps calling me, (finally?) asking me if USSI has contacted me regarding the new parts they want to place in my machine.   Also, this is the email I received from Samsung regarding the ruined towels after sending the requested pictures and receipts, oh, and the receipts for the machine again!!!  The emails are copied and pasted. Only my name is changed. 

 MAUREEN --------

I DO NOT HANDLE CASES ONCE WE ARE OFF OF THE LINE DUE TO ME BEING AN INBOUND EXECUTIVE AGENT. I AM ONLY ABLE TO WORK FILES THAT I AM CURRENTLY ON THE LINE WITH. I HAVE ATTACHED YOUR FILES BUT I WILL BE MORE THAN HAPPY TO LOG BACK INTO YOUR TICKET BEFORE I END MY SHIFT TO NOTATE THE ACCOUNT WITH YOUR CONCERN AND FOWARD IT TO THE CORRECT DEPARTMENT. I PROVIDED YOU WITH MY EMAIL FOR YOU TO SEND YOUR PICTURES AND ANYTHING ELSE THAT YOUR WOULD LIKE ATTACHED TO YOUR TICKET. UNFORTUANTLY I'M NOT ABLE TO DO FOLLOW UPS OR STATUS CHECKS, IF YOU HAVE ANY QUESTIONS OR CONCERNS YOU WILL NEED TO CALL 1-800-SAMSUNG.

PLEASE REPLY BACK WITH YOUR TICKET # SO THAT I CAN NOTATE YOUR ACCOUNT FOR YOU TO BE CONTACTED FOR AN UPDATE.