Complaint Review: Samsung - Ridgefiled Park NJ

I purchased a Samsung dishwasher on May 7, 2017. On April 24, 2018, I called to have it repaired, as it was leaking and not cleaning the dishes. It was under the 1-year manufacturer's warranty.

I have had repair technicians to my house SIX times and it still doesn't work. 

Samsung tells me that the technician must declare the dishwasher "defective" in order for me to get a refund. However, according to the technicians, who are subcontractors, they are not allowed to deem the appliance defective, only Samsung can do that.

Samsung is now claiming my dishwasher works. It doesn't.

Below is the email exchange with my "case manager" AFTER I have made more than 20 phone calls and had technicians to my house five times since the end of April.

From:  Samsung

Sent: Tuesday, June 5, 2018 9:57 AM

To:  Customer

Subject: 4147618164

 Hello I am your case manager please email me on Friday to check status of ticket

 

From: Customer

 Sent: Friday, June 8, 2018 5:35 PM

To: Samsung

Subject: Re: 4147618164

Hello, 

I hope you are having a nice day. 

I am following up on this ticket, as you requested.

 Since we last spoke, the dishwasher has started leaking, which has been an intermittent problem.

 Thank you.

 

From:  Samsung

Sent: Monday, June 11, 2018 8:17 AM

To:  Customer

Subject: Re: 4147618164

 The stated that the unit was working properly so I had to put back in defective review

 

From: Customer

Sent: Monday, June 11, 2018 11:16 PM

To: Samsung

Subject: Re: 4147618164

 Thank you.

 

From: Samsung

Sent: Tuesday, June 12, 2018 8:20 AM

To: Customer

Subject: Re: 4147618164

 Your welcome!

 

From: Customer

Sent: Wednesday, June 13, 2018 1:51 PM

To: Samsung

Subject: Re: 4147618164

 Hi,

 I just got a notice that this ticket was cancelled, do you know why?

 

From: Samsung

Sent: Wednesday, June 13, 2018 1:06 PM

To: Customer

Subject: Re: 4147618164

 I do not know why it was cancel I created a new ticket and took care of the cost for the repair.  If you want you can go ahead and contact service center to get appointment scheduled.  The number to the service center is (847) 621-2900 and give them this ticket number: 4147682819

 

From: Customer

Sent: Monday, June 18, 2018 3:43 PM

To: Samsung

Subject: Re: 4147618164

 Hi,

I called Unique at the number and they said they won't repair it anymore and asked Samsung to reassign it to another company.

 

From: Samsung

Sent: Tuesday, June 19, 2018 8:44 AM

To: Customer

Subject: Re: 4147618164

 They are trying to find another service center

 

From: Customer

Sent: Thursday, June 21, 2018 4:53 PM

To: Samsung

Subject: Re: 4147618164

 Attached are photos from the latest cycle. Soap not dissolving, leaking and dishes not getting cleaned. 

 

On Jun 20, 2018 3:42 PM, Customer wrote:

 I got a call yesterday that the ticket was cancelled.

 My dishwasher is leaking and not cleaning, it has been unusable since end of April.

Please help me.

 

From: Customer

Sent: Monday, June 25, 2018 10:30 AM

To: Samsung

Subject: Re: 4147618164

Hello,

Can you please give me an update?

 

On Jun 25, 2018 10:27 AM, Samung wrote:

They stated there is nothing wrong with your unit and that it is working properly.

 

From: Customer

Sent: Monday, June 25, 2018 11:55 AM

To: Samsung

Subject: Re: 4147618164

It is not. It is leaking, leaving undissolved soap and they pulled it out of place last time they were here and didn't put it back. The repair has a 90 day warranty I need someone to come out and either repair it or give me my money back. My next step is small claims court. I will not let this go.

 

From: Samsung

Sent: Monday, June 25, 2018 11:51 AM

To: Customer

Subject: Re: 4147618164

Contact the service center back

 

From: Customer

Sent: Monday, June 25, 2018 12:52 PM

To: Samsung

Subject: Re: 4147618164

You told me it would be a different service center, it is the same service center.

I cannot contact them without a ticket number that has a parts and labor concession.

 

On Jun 25, 2018 12:11 PM, Samsung wrote:

I set up another ticket for you to have a different service center come look at the dish washer

 

From: Customer

Sent: Monday, June 25, 2018 1:31 PM

To: Samsung

Subject: Re: 4147618164

What is that ticket number?

 

From: Samsung

Sent: Monday, June 25, 2018 12:34 PM

To: Customer

Subject: Re: 4147618164

This is the new ticket number: 4147768037

 

From: Customer

Sent: Friday, July 6, 2018 2:26 PM

To: Samsung

Subject: Re: 4147618164

A technician came out and when he called Samsung to tell them the water wall wasn't working, they said the reason I'm not getting the results one would expect is because I am using Cascade Platinum Pods. They said my dishwasher is not designed to use pods.

Interestingly, the reason I am using Cascade Platinum Pods is because the last technicians that were here were told by Samsung to tell me to buy them. They said the regular Cascade pods I was using weren't good enough, I needed to use Platinum.

This time, I was instructed to use liquid detergent. So I bought some.

Guess what? Still doesn't work. Food left on dishes, water not even reaching some dishes.

For the record, this is what Cascade said when I told them that Samsung told me not to use pods in my machine:

Thank you for getting in touch. I'm so sorry to hear that Cascade ActionPacs are not dissolving in your Samsung dishwasher. I'm glad you reached out to us for the truth. Our ActionPacs are designed to dissolve in dishwashers. In fact, it is formulated to start dissolving as soon as they come in contact with any water or moisture and fully dissolves with movement that dishwashers provides. 

Once again, I am back to where I was 10 weeks ago -- with a defective dishwasher that does not work and is under warranty.  Except it is now uninstalled from my cabinet, as the last technicians that were here took it out and didn't put it back. Technicians from two different companies have been to my house six different times.

I have notes for the past 10 weeks detailing the runaround, deception, trickery and outright lies that you have used to avoid giving me back my money. I am now going to small claims court.  Please give me the address to send the summons.

 

On Jul 9, 2018 8:02 AM, Samsung wrote:

Please contact 1-800- Samsung for any questions or concerns.