Samsung Sold Me a Faulty WW10N644RPW Washing Machine and Refuses to Help
On June 17, 2020, I purchased the WW10N644RPW model (Serial No: …) washing machine through Trendyol, advertised as "Samsung Türkiye guaranteed." From the very first day, the machine has consistently malfunctioned, and the fabric softener compartment has never worked. Samsung Authorised Service attempted to fix the issue, but the repair was ineffective; instead, the machine started operating with a knocking noise after the service. Despite multiple requests, the service never returned. Meanwhile, the three-year warranty period stated on the machine has expired. For the past four years, the machine has been running with a faulty fabric softener compartment and knocking noises, and within the last week, it has become completely unusable. When we contacted Samsung Türkiye, they initially assured us that they would assist, yet no real solution was provided. They only arranged for the service team to pick up the machine, after which the service demanded a repair fee of ₺12,000. However, the issue escalated due to the service's failure to return during the warranty period and their faulty repair attempt. Additionally, at the time of purchase, we were informed that the machine came with an eight-year warranty, but upon closer inspection, we discovered that this warranty only covered the motor, which is misleading for consumers. I respectfully request that the necessary actions be taken to resolve this issue and address our grievance.
Progress
Friends, when I filed a complaint with the Consumer Arbitration Board, they offered free repair. However, I had already made the payment. I paid, but the machine broke down again after just one week. Due to a malfunction in my Samsung washing machine, I contacted the authorized service. After inspections, it was stated that almost all parts needed to be replaced. Accordingly, I was charged approximately 12,000.00 TL for service and parts replacement. I paid this amount and had my machine repaired.
However, despite all these procedures, the same or similar malfunctions started to occur again after a short period. This situation has caused serious material and moral grievance. It is unacceptable for the device to malfunction again after such a high fee, when long-lasting and trouble-free operation is expected.
My requests: • To have the product repaired again and free of charge, • If this is not possible, to have the device replaced with a new one free of charge or to have my payment refunded, • To have the grievance I experienced during this process officially recorded and resolved.
My expectation from a major brand like Samsung is to prioritize customer satisfaction and resolve this grievance as soon as possible. Otherwise, I regret to state that I will have to resort to legal means and apply to the Consumer Arbitration Board.
As a consumer, I want to make my voice heard because the grievance we are experiencing is unbelievable! We received our Samsung brand device defective from the first day, and the process we have gone through since then has been a complete nightmare! For the past two weeks, every day, an employee named Ms. Sude from the so-called "solution center" calls. She talks as if a solution will be produced, gives hope, but the result is a big zero! Ultimately, what we learned is this: Every part of the device is broken! Drum, motor, detergent compartment... Do they all break at the same time? How can we use this device in a broken state from the day we bought it? Isn't this an obvious manufacturing defect? But no, Samsung does not stand behind its product. The place they call the solution center is just a waste of time. Service support is zero, and the cost of parts is as expensive as buying a new machine! Weren't you supposed to be a consumer-friendly brand? What about customer satisfaction? Today we understood that choosing Samsung was the biggest mistake! Every electronic device can malfunction, but the important thing is for the manufacturer to stand behind it and offer a solution. The situation we experienced was the exact opposite: 💥 The product came defective from the first day! 💥 The service could not produce a solution, and it got worse with each repair! 💥 In the end, they gave up and even stopped coming! Dear consumer friends, do not experience the same grievance! When buying electronic devices, do not just look at the brand, remember that after-sales support is also important! Samsung left us in the lurch; consider this experience when making your choice! 🔴 Samsung, we have only one request from you: Stand behind the product you sell! Making consumers suffer damages your reputation. We hope you hear this voice!
