Monday, April 26, 2010

Samsung Front Load Washer and Buying From hhgregg: Big, Expensive Mistakes!

Disclaimer:  This post is a rant and it doesn’t contain any pretty pictures.  Sorry.
 I am furious!
Remember how apprehensive I was about buying a front loading washer? 
Instead of listening to that little voice in my head, I did it anyway.
In January, I decided to buy a matching front loading Samsung washer (model #WF409ANW) and dryer from hhgregg, an appliance/electronics chain with stores all through the eastern part of the United States.
To make a very long story short…after only 2 1/2 months, the washer started shutting down in mid cycle and flashing a “no fill” error code.
The first factory authorized service technician who came out couldn’t find anything wrong.  As soon as he left, I put in a load of clothes and the washer shut down in mid cycle and flashed the error code.
I immediately called to try to get another technician to come out but had to wait 4 more days.  The second technician couldn’t get the machine to duplicate the problem I was having with it either but he said it definitely wasn’t filling with enough water.   He suggested replacing the “valves” inside the machine since it was still under warranty but  he also added that the new valves may, or may not, correct the problem.  Naturally, he didn’t have the necessary parts on the truck.  They would have to be ordered and it would take 7 to 10 days.
In the meantime, I went back to the hhgregg store to personally speak with a manager about my displeasure over having a washing machine that has already required 2 service calls and new parts in less than 3 months.  I asked about getting the washer replaced and the sales manager said he would forward my case up to “corporate,” who in turn would take it up with the manufacturer, Samsung, and someone would get back to me within 48 hours.
Of course, five days after the 48 hours had passed,  I was still waiting to hear if/how they were going to resolve this.
I tried to call  the hhgregg sales manager I had spoken to in the store and was told he was in Pennsylvania opening a new store.  (Does anyone besides me think maybe he should be minding his own store, taking care of his own  (unhappy) customers, instead of out-of-state opening a new store?)
Then I asked to speak with the general manager.  He told me  Samsung has refused to  replace the washer.  Hhgregg only has a 14 day return policy so the general manager  suggested I go ahead and have the parts replaced and if that solves the problem, the machine should give me “many years of trouble-free service.”
Why am I skeptical that a new washing machine that is already requiring service calls and replacement of parts less than 90 days after purchase will  provide years of trouble-free service?
Of course, I’m not happy but what choice do I have? 
So, do you want to hear the best part?
The authorized service center calls to tell me, “The parts are not available.  We are researching to see if we can find them through other vendors.”
So typical…
Sell the (expensive) product and then leave the customer high and dry when there is a problem.
Doesn’t anybody build a quality product anymore, stand behind it if it doesn’t perform up to reasonable expectations,  and provide TRUE customer service?
Between the washer, dryer, the special installation hose kits (which are an extra charge), the extended warranties and sales tax, this was a $2100.00 purchase.  That is a significant amount of money to me!


Boo to you Samsung!

samsung_logo (E)

And boo to you too hhgregg!


hhgregg (E)


Within the next few months, we are going to be starting the kitchen remodel at the house in Hooterville.  We are planning to replace all of the appliances.  
Can you guess which two companies definitely WON’T be getting my business?
***UPDATE:  You can read about the outcome of this situation HERE.


Ceekay- Thinkin of Home said...

I would not let it go. If it was new and only a few months old, there has to be a company warranty. I think a one year warranty on a appliance is mandatory.
I love my front loaders. They are Whirlpool....never had any problems.
Sorry you are going through this!

Victoria said...

Oh my gosh, that sounds so very frustrating!!! My mom has a front loading and hasn't had any problems so maybe it's the brand. Let them know you're spreading your dissatisfaction throughout blog world!!! It's horrible that they're treating you this way, what happened to the customer is king???

ButterYum said...

Let me give you a little advice... "the squeeky wheel gets the grease".

My Maytag front load washer "walks all over the place, but no service calls to date... however the matching dryer has been completely out of service twice in less than 5-years. I'm SO glad we bought
the 5-year warranty.

Btw, a relative just replaced her FORTY TWO year old machine. They just don't make them like they used to!!!

Now, go squeek!!!

Loui said...

I would start calling by other places that sell and service MAJOR brands..
tell them what has happened,name names, ask their advice of who to contact and how to resolve the problem. Let them know of your pending plans of expen$ive kitchen redo and the need for a QUALIFIED source.
if by credit card, call them and tell them what has happened..maybe they can/ will help.. especially if you tell them you are disputing paying for the lemon!
back to the the dilemma at hand, if all else fails, contact the Better Business Bureau, report the HHGregg company, as well as Sanyo for being customer unfriendly..
and finally, call your local TV station.. tell your story..
a little negative publicity goes a long, long way..
you've already used the honey is the time for hardball and vinegar!
I'll bet you get instant results..
warmest hugs..

Anonymous said...

I am so sorry you have had this type of experience. I feel like I can relate. We were stuck purchasing a new stove over the holidays. We researched a lot of brands and stores. We didn't pick HHGREG because at the time we were looking the BBB had over 800 complaints against them in the short time they had been here. So we went to our old faithful stanby SEARS. I cannot begin to describe the nightmare my experience was. Not only did they not care about the defective product they delivered( after less than 1 week) but they put us through an absolute nightmare getting our money back after about 6 redeliveries!!! We made the mistake of paying cash and after almost 2 weeks after they picked up the !@#$%^&&** we still did not have our money back.
I have put off writing a post about my experience but after reading what you went through I think I may post it! Good Luck Honey,

Pink Roses and Teacups said...


Oh, I would be fuming too!! I agree with Loui. Call the Better Business Bureau, and call the news too. So sorry this happened. :( Where are the quality products anymore!!


Lisa said...

Oh that stinks!!! I suggest Sears and Kenmore or Whirlpool. They are great. Good luck. Sorry you are with out a machine. I was for 10 months and it was awful!
Hugs, Lisa

Cindy said...

Ah Sherri, I am so sorry to hear of your frustrations with the front loads. I agree with the gals that said "the squeaky wheel gets the grease." Very true. So sorry. Hugs, Cindy S
Because of what you have said I would never buy anything Samsung, we were tempted in the past, so glad we didn't.

Carol @ The Roseberry Cottage said...

So sorry to hear about this. You may want to consider writing the local news stations, I would try all of them but especially 8 On Your Side. One of our neighbors had a problem with a contractor and they were able to get the problem resolved for her.
Good luck!!

{Bellamere Cottage} said...

Hi Shari...

Oh my goodness Hon....It sounds like a horrible dilemma. These are the kinds of things that will make me lose sleep. I'm so sorry it has happened to you. I can't believe they're unable to find parts for a BRAND new washer. That's a bit odd, I think. I bought a Whirlpool Duet about five years ago and every time I go into Lowe's and see those gleaming red ones (I think they're Samsung) that look like Dorothy's red shoes I'm envious. I got a discount 'cuz nobody wanted the institutional gray numbers that I bought.....really they're called platinum, but come on....they look like military gray to me.....but I marvel that they have been totally trouble free and get the laundry super clean. It's so frustrating to get something you think you'll be thrilled with and have trouble....especially at the three month mark. I hope they get everything all ironed out for you and you'll have years and years of clean laundry...

I'm so glad you have the blogworld to vent....Oh my gosh...they don't even know who they're messin' with, do they?


Jay said...

My blood boiled when I read this because it reminds me of a similar problem we are having with our FRONT LOADER Maytag. I was told before the purchase that there are a high number of "instances" with the front loaders, and I believe it. Energy efficient or not - my next washer will be a top loader.

Connie said...

Shari, this make me so mad I can't see straight. Does your local TV channel have a reporter who handles this type of situation? Here in the Midwest, on one of the local channels, there is a reporter who takes this type of situation and reports/solves the problem. I would look into that and also write an editiorial to the local newspaper - it can't hurt and may help. Manufacturers just don't care anymore - most of them its out the door and not my problem anymore.

{Bellamere Cottage} said...

Hi Shari...

Just did a bit of research on the Samsung washer and dryer. Apparently you aren't the only VERY dissatisfied buyer.

Check this website out:

I agree....try the consumer person at your local tv station. I've seen so many things resolved here using that method.

There is simply no excuse for these companies giving you the run-around. Apparently they really don't care about their customers.

I'll be waiting to see the resolution.


sjeanne said...

If it helps any, I will add my sympathy and encouragement not to let this go. Companies must be held accountable for defective workmanship - after all that $2100 represents hours of hard work on your part that they are disregarding. And you are standing in there for future purchasers.
We had some issues with replacement windows in our house and Pella is standing by their good name to work out all our problems! Some companies do care about their reputation.

Anonymous said...

oh NOOOOO!!!!

I bought a front loading Whirlpool Duet pair quite a few years ago and haven't had one iota of problems, cept it doesn't pick up, fold or put away the finished laundry!

I am sickened by your experiences and will definately remember your advice.

I am so sorry, hoping things got resolved for you eventually.

Diane said...

I am very sorry to hear you are having such hassels. You really have to stick with this and keep fussing until someone resolves this.
I went through a VERY long ordeal with Sears and will never buy from them again. Their products are usually good, but their customer service/repair is the PITS!
Just stick with it and when you get tired and want to hit your head against the wall, hand the phone to your husband, then blog about it.
Don't give up! :)

Anonymous said...

I have several rental apartments so I can tell you I've had the same problem you have had regarding appliance repair.

Here is my present solution: I buy only from Lowe's because I can get an extended warrenty. When I call for repair I get the name and phone number for the repair people and follow up within a limited amount of time, and then I recall Lowe's if I'm getting the service I think I paid for. And last, I can actually load up the crap and dump it back on them for a full refund and buy something else.

I just did that last weekend. Bought a $1000 riding lawn mower. Two hours of mowing and it started clattering. Called for repairs and was told 8 week wait. Loaded that sucker up and dumpted in front of Lowe's, walked into "returns" got a full refund and spent $2000 for one that doesn't break down. So far so good. Lowe's does stand behind their products but sometimes I just get reactive and take the crap back!

Love your blog. Please keep us updated. Ann