Pump failure within 4 months, Samsung support hopeless
1/5
Bought in May 2021, has a 5 year warranty registered with Samsung. Ao delivery excellent. Machine very quiet and easy to use until the water pump failed 9th September 2021. Ran all the checks advised in the manual. Phoned Samsung via number provided by Ao. It's a non-UK 'technical department' who didn't even know that the machine is programmed to pump out at the start of every cycle including the drying cycle so none of the programs can be used. They read out all the checks from the manual and asked me to carry them out again. Then they wanted me to download an app so they could access my phone camera and look at the exterior of the machine (the pump is internal) to check I hadn't 'misused' the machine. 50 minutes on the phone and two departments, both with accents that were very difficult to understand and had a poor command of English, before they agreed to refer it to the nearest repair service who are 120 miles away from me. I did receive a confirmation text and email within 5 minutes of Samsung raising the work order. 24 hours later the repair company haven't received the instruction from Samsung, can't even book the repair until they do and advised that they don't often come up to my area and they're very busy so it would be a while before they could visit anyway. Phoned Samsung back to ask why they still hadn't instructed the repair company. Their computer says the instruction is still being processed. No they can't re-send it as it will raise a second job on their system. I was advised to give it another 24 hours then I should chase it up again with the repair company. The repair company don't work the weekend and today is Friday so that's Monday. Samsung can't even chase it up and get back to me. So no I don't recommend this machine or this manufacturer.
Nicola Gill