PK Agarwal’s new Samsung dryer is damaged during the delivery. But the company refuses to replace it. Find out why — and how you can avoid a similar problem. Are appliances designed to break down after their warranty expires?
Question
I recently ordered a Samsung dryer and also paid for installation. Samsung delivered the appliance a few weeks later and supposedly installed the dryer.
I say “supposedly” because when I got around to using the dryer a few weeks later, I discovered it makes a loud, clunky sound.
I contacted Samsung support on the same day I discovered the problem, and Samsung dispatched a service professional to fix it. Samsung determined that the dryer had physical damage, rendering it irreparable.
I spent two hours with the warranty repair team and an additional hour with the eCommerce team trying to resolve the matter. The representatives say that since I reported the issue outside their two-week return/replacement window, they were unable to assist me further. It appears that the damage was done in transit when someone stacked a rather heavy load on top of the dryer.
Can you help me? — PK Agarwal, Sacramento, Calif.
Answer
Samsung should have stood behind its appliance and the installation for which you paid. Telling you that you’re past a two-week window — which is Samsung’s policy — is just bad customer service.
Samsung’s two-week window isn’t prominently disclosed — the company only revealed it to you after you went past the deadline. (Related: I want a refund for my Samsung electric stove. Why can’t I get one?)
Stories like yours make me wonder if appliances are intentionally designed to break down after their warranty expires. Scroll down to take our poll.
Here’s what you could have done
But Samsung has a point. If something is wrong with your appliance, you should find out immediately. You argued that since you purchased Samsung’s installation service, it had to test the appliance for you. Its site even promises that it will plug in the product “to confirm that the product is fully functional.” (Related: Can you help find my missing Samsung phone and get my refund?)
You say the technician who installed the dryer did not bother to turn it on as is Samsung policy. I checked the Samsung deliverables, and I don’t think it means that the technician will confirm that the product works correctly. In the context in which Samsung makes the promise, it seems the company is simply saying it will plug in the appliance and turn it on to make sure it’s getting power. (Related: Can I get my money back for this Samsung ADT starter security kit?)
Still, you want to make sure any appliance is working correctly while the technician is still there. Don’t let the employee leave until you are certain that your dryer or stove or dishwasher is functioning as advertised. You assumed that your dryer worked when it didn’t. And you don’t want to make any assumptions when it comes to an $1,100 appliance.
How to ensure your appliance works
If you’re thinking of buying a new dryer — or any new appliance — here are a few strategies that will ensure it’s working properly.
Have a look at the manual
Familiarize yourself with the manufacturer’s user manual. It contains valuable information on installation, operation, and troubleshooting. It will also tell you if your appliance is working correctly — and, if not, what the error codes mean.
Do a visual inspection
Check the appliance for any visible damage or defects that may have happened during transportation or installation.
Test it
Test basic functions such as power on/off, temperature settings, water flow, and any other essential features to ensure they are working as intended.
Check for leaks and listen for weird sounds
Run a test cycle for appliances like dishwashers or washing machines to check for leaks, unusual noises, or any other signs of malfunction. (Here’s our guide to getting a refund, replacements or repair for your broken appliances.)
Keep an eye on your appliance
Watch the appliance during its initial use to ensure it performs efficiently and effectively — and according to the manufacturer’s specifications.
These tips should help avoid a situation where you discover a fatal flaw in your appliance after it’s installed. Remember — be proactive with your new appliance.
Will Samsung fix this damaged dryer?
You might have reached out to one of the executives at Samsung. A brief, polite email to one of the Samsung customer service managers listed on this site, might have helped. I furnished you with the names, and you sent several emails to the executives.
Finally, four months after you took delivery of your dryer, Samsung agreed to replace it.
I’ve heard this accusation before: Manufacturers are intentionally designing their products to break down shortly after the warranty expires. Do you think there’s any truth to it? The comments are open.
Loading ...
