Spent $1,500.00 on a washer & dryer in May, and had problems with the washer. I noticed the clothes were not getting cleaned. I went to the Decatur store a few weeks ago to see if they had had complaints about his particular washer and the manager said, "not too many". I told him about the problems and he said I must have a loading problem and that "You can't overload the machine." It is only myself and my husband in the household. I told him the towels in particular had an odor like they were not being cleaned and he said, "Well, you can't leave clothes sitting in the machine". Really? I am 60 yrs old, I know how to do laundry. I asked if I could have someone look at it and he said I could but if nothing was found wrong I would be charged. He asked if I had cleaned the machine. I have NEVER had to clean a machine! He told me to get ahold of SAMSUNG. I asked if he then as a dealer would have a number for SAMSUNG and he said no just go on line.
I have to say, he was not rude but he was not helpful. He was more indifferent! I told him for the money I spent I didn't want to pay for a service call and if something was defective I would want a new machine. He said the money I spent wasn't really anymore than what any of the other machines cost and if something was wrong that's where my warranty would kick in.
Very disappointed with getting no help and had to "go on Line". I have been in contact with the manufacturer and they are sending someone to investigate the machine free of charge. A simple "I'm sorry" goes along way in customer service. The salesperson, Bob Green who sold me the machine was great. The manager I spoke with after just needs some customer service coaching. We have bought washers, dryers and two refrigerators from the store. No more for us..
RESPONSE FROM Dick Van Dyke Appliance World:
High-Efficiency topload washers do operate differently then traditional washers of years past. They need to be loaded differently and the tub does need to be cleaned periodically to maintain satisfactory cleanability. When loading, pretend the agitator is there and place the clothes around the perimeter of the tub and continue to stack until you reach the top of the tub. This allows the clothes to work against each other and scrub in a gentler fashion rather than rough agitation. Furthermore, stainless steel tubs cannot rust, but they still need maintenance. High-Efficiency washers come equipped with a "self clean" button that completes this process with little effort by the consumer and without use of harsh chemicals like bleach. It is recommended to "self clean" your tub once every 40 cycles. We think you will be much happier with your Samsung washer after following these new High-Efficiency steps in maintaining your unit, while enjoying the savings in water and energy that come with owning one. Your warranty will continue to cover any electronic or mechanical failures at no charge to you and no deductible for the visit.
Sincerely,
Paul Rieken
Sales Division Manager
more