Samsung WW11BBA046AEAH - Defective, Loud Noise and Rust/Peeling
On 26.12.2024, I purchased a Samsung washing machine, model ww11bba046aeah, from Adana Optimum AVM, and from the very first day it has shown serious defects. During operation it produces an excessively loud noise, and, as seen in the video, distinct knocking sounds can be heard. The program also unnecessarily prolongs the wash time on its own. In the last 1–2 months, rusting and peeling have appeared on the exterior surface of the machine. This occurred entirely on its own and is not due to user error. The product is under warranty and I have the invoice. I therefore believe the device should be deemed a defective good. Accordingly, under Law No. 6502 on the Protection of Consumers, I request a refund. If my issue is not resolved, I will file an official application with the Consumer Arbitration Board with all invoices, videos, and images in hand, and I will share the process with the public. As a company that values customer satisfaction, I expect the matter to be evaluated urgently and that I be contacted promptly.
Progress
Today, I was called by the so-called solution center. Before the service even came to inspect the product, I was told that my complaint posted on Şikayetvar was a 'user error.' Without seeing the device, they claimed by rote that the peeling was considered a user error, and that it was caused by environmental humidity and detergent residue. However, the mentioned area is not a part that comes into direct contact with detergent. Everyone on the site is experiencing the same rusting problem. All washing machines are placed in the bathroom and all have a detergent compartment. I have never witnessed such rapid rusting in any of them until now. This clearly shows the poor quality of the model.
Moreover, instead of taking responsibility, the company offers me a repair for a fee. So, what exactly is the warranty for on this device? Even worse, if I request service and they again say 'user error,' I will have to pay a service fee just because they came to my house. In other words, the company claims user error without seeing the product, then demands money to come and say it to my face again. It is impossible for me to accept such a procedure.
If a different solution is not offered to me, I will seek my legal rights through official channels and at the same time, I will make the problem I experienced with this model washing machine and Samsung's indifferent attitude public on all social platforms.
I wrote this message after their response to my complaint. The company asked me to write my phone number; I wrote it both via email and here, but they dismissed me saying I did not share my number and never got back to me. They already have my number, I have been called before and have shared it multiple times, but they are covering it up. This is my last message; if I do not get a response this time, I will apply to the Arbitration Committee and share my victimization with the public.
Dear Customer, You can share your phone number and full name in the reply section so that we can contact you. Our solution center will reach out to you shortly. Kind regards, Samsung Electronics Turkey
Dear customer, We could not reach you because you did not share your contact information. You can reach our live support lines. Kind regards, Samsung Electronics Turkey
Although I have provided my information to the company both by email and here, they are not getting back to me.
