What is this???!
Not a toy. I interrupt this long dry spell because my washing machine is broken. In fact, it is in pieces.
And, it won't be usable for about a week. A big problem for a household of six. And it's all because of that little part - a part that apparently was defective when I got the washing machine.
Here's the story. we moved into this house with a washer and dryer. They were old and one day the washing machine just died. I was so happy! I could finally get the washing machine of my dreams - energy efficient, front-loading and RED! I bought a Samsung washing machine, model # WF350ANR/XAA01, for just under $800 with the military discount at my local Lowe's. I put it on my Lowe's card and took on extra work to pay it off.
It was gorgeous. I posted pictures on Facebook and proceeded to deal with my giant pile of laundry.
One day, I noticed a slight leak. I called Samsung, was told to clean out the filter and I thought that was that. The leak got worse. It started to happen several times a week. I told Samsung. They said clean the filter and the rubber rim. They also said that there was no way it was the washing machine because it didn't happen every time. I believed the, What do I know about washers?
My one year warranty ended. Sometimes the washing machine leaked; sometimes it didn't. I was busy. There wasn't a lot of water. I just let it be. It gradually started happening more and more often.
Then we got a huge water bill. Uh oh! I wondered if it was my fault. I hired a plumber to look at the lines to the washer. No leaks. It was definitely the machine. I paid him $150 for nothing and called Samsung.
Samsung again told me to clean the filter and wash the rubber rim. I did. The leaking didn't stop, but I had bigger concerns.
The water issue turned out to be a broken mainline. It took three months, but it was fixed. Now, I was ready to deal with the washer. I called Samsung again. I was getting this machine repaired. This time the representative was sympathetic.
She scheduled a repair call at my expense. There was a $125 deposit for the repairman to show up. I paid. He showed. He opened the washing machine. He saw the part.
That part delivers the water for the steam-cycle part of the wash cycle. I do laundry for three men; I like steam. According to the technician, the part was defective. Apparently, it was never properly attached and as it leaked, it became even more damaged. If I had kept using the washing machine, the electrical panel may have shorted.
I called Samsung to let them know it was a defective part. I was transferred to the warranty department. I explained the situation and had them talk to the repairman. I was told that the warranty expired and there was nothing they would do. I said, " Wait! I first called when the washing machine was three months old! What is up? You made this mess, not me." - in a polite way, of course.
They wouldn't do anything. I said, can I appeal. They said, "No."
So I looked up customer service at Samsung on line. Do you know that despite a Facebook claim of being awarded top honors, Samsung Customer Service received only one star when rated by consumers? The website is full of stories like mine.
So, that's what Mom power is about. When I write about a toy, you use the information about my children's reaction to the toy to decide if it is right for your child. When I let you know about my experience with Samsung, you have that information when you go looking for a washing machine, a refrigerator or a TV. You take my experience into account and make your own decision. Hopefully, I've helped you out.
And, I'm not giving up. I filed a complaint with the FTC and will also file one with the Bergen County Consumer Affairs Department in New Jersey where Samsung's U.S Headquarters is located.
I also posted on their Facebook page, but my story was immediately removed. And, I wrote a letter to Yangkyu Kim, CEO of Samsung USA and to their customer service department asking for them to pay for the repair.
I know it's only $300, but warranties should be honored. Delay tactics and making the consumer feel responsible for a company's mistake are not good business practices, and shouldn't be allowed to go unnoticed. Moms can make a difference. Feel free to share my story.
As for the girls - Ari is now 8, and Linnea is 6. They love Lego and Playmobil. Ari reads a lot and her new favorite is Snap Circuits. Linnea is an artist. I'm really hoping to post more soon.