My Experience with Samsung Service – Washer Still Unresolved

I bought a bundle of Samsung products a year ago, including a washer. A few weeks ago (on September 9), the washer started leaking and making strange noises, so I raised a service ticket. That’s when the real ordeal began: • Day 4: A technician shows up, runs a system scan, and says there’s “no issue.” We point out rubber-like residue inside and suggest the door seal might be damaged. He denies it at first, then video calls his boss to identify the washer’s parts. Only after his boss notices water marks near the door does he admit the seal could be the problem. He promises to return with a new seal. • That same night: The washer floods the laundry room with leftover water he hadn’t drained. I spend hours cleaning it up. • Day 11 (after I followed up): A different technician arrives and concludes the drum itself needs replacement due to leakage. • Days of follow-ups: Samsung provides a new ETA. • Day 21 (3 days after ETA): Another technician arrives, discovers yet another issue, and orders another part. • Now, Day 25: Still no resolution. I asked for a replacement since the washer is under warranty, but was told, “we can’t do a replacement since there’s an ETA.” But how many ETAs do we need before something actually gets fixed?

•	 Day 26–27 (latest): Yesterday, we received a call saying someone would arrive this morning with the parts. Today, we get another call saying the original ticket has been closed and they are opening a new one. We asked them not to close it, but they insisted. On top of that, the team wasn’t even aware of the promised visit — and of course, nobody showed up.

This has already meant weeks of back-and-forth, repeated visits, a flooded laundry room, and still no working washer.

At this point, it feels like I’ve spent nearly a month of my 2-year warranty period without a working washer at all.

Has anyone else gone through something like this with Samsung customer care? For a product under warranty, this feels like an endless cycle with no accountability.