[Resolved] Samsung India — Front load washing machine door exploded while not in use within 6 months of purchase.

Indira Sen

from Kolkata, West Bengal

Address:	Kolkata, West Bengal, 700010
Website:	Samsung Office....No website.

Bought product on 13/04/16. Door exploded on 06/11/16. Called head office samsung in kolkata, lee road. Engineer came, tested, photographed, videoed, filled forms, i signed and he left saying someone would be in touch i waited all day no one called. When i called i was unceremoniously questioned who i lived with, could there have been a tussle, a child hammering it!!! My integrity as a law abiding senior citizen was being questioned by samsung who do not know me. I am 73 yrs of age. I live completely on my own. What are your staff suggesting to a 73 yr old??? Please feel free to ask block security and neighbours. Being traumatized i found a samsung site and went on chat. A very kind lady promised to pass it on to senior management. Since then samsung kolkata have called me once 8/11/16 at precisely 16.41hrs. And said since the door had been broken by me they will supply a door, but i will have to bear the expenses!! I did not continue the conversation as i knew it was futile and disconnected. Now i have received 2 text messages from samsung call centre saying"order [protected] has been cancelled due to estimate not approved" received a similar one again tonight. Lies!!! Did not speak to him re any estimate. I disconnected as soon as i heard myself being blamed. Please check recorded message. Please!!! Samsung, i'm not even thinking of replacing the door as i can see tiny specs of glass fragments on the rubber washer on the door. I know for a fact that there are glass fragments in the machine. And by the way it is still under guaranteed. I would however like to add here that a mr. Ajay called from delhi to say it was in the hands of the senior management and that i would hear again within 24 hrs. I did. A mr. Singh called, very professional, and reassured senior management will come to a decision soon. He also asked me not to communicate with kolkata. I have not.
Also for your information, i have since googled "exploding front load doors" and there are hundreds. Please go on the site. There are instances of similar experience to mine where they explode while not in use.
I wait to hear from you. Please get in touch with the courteous gentleman who called from [protected]. I am waiting for his call to get to the bottom of this. He had told me this is the first time he has come across such a problem. Just google. It does happen. How u handle it.. Is of course your choice. I am writing because i live by certain principles. Thank you.

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May 10, 2017

Complaint marked as Resolved

Samsung India customer support has been notified about the posted complaint.

Verified Support

Nov 14, 2016

Samsung India Customer Care's response Dear Customer,

Greetings from Samsung.

With the reference of your feedback regarding Samsung product, we sincerely regret the inconvenience caused to you.

We wish to inform you that your complaint is acknowledged and our customer service team would contact you shortly for providing resolution to your complaint.

Thanking and assuring you our best services always.

Best Regards,
Samsung India Electronics Pvt Ltd

Nov 14, 2016

Updated by Indira Sen Dear Samsung Customer care,
It is now the 14th of Nov. I complained on 6th. How much longer does it take an international company such as yousr to sit up and solve a problem.
Nobody is prepared to send a senior person to examine it, discuss all possible reasons with client, send for forensic to justify glass quality etc etc. Samsung people...EACH AND EVERYONE OF THEM are taking the issue personally, as if the machine was built by them and their neck is on the line!! IT IS A PROBLEM THAT HAS HAPPENED BEFORE IN VARIOUS COUNTRIES WITH VARIOUS MODELS OF FRONT LOADERS. THE MEDIA HAD TAKEN IT UP...PROBLEMS LOOKED INTO, SOLVED.
Will somebody responsible from Samsung stand up and take a call. Come to fair decision. Not all complaints have the same redressal formula surely.
Mine has tiny glass fragments stuck on the washer..therefore is CANNOT be used for washes... SO WHAT SHOULD YOU DO AS A REPUTABLE COMPANY? What IS your policy?
I am sick and tired of being told by officials( who have never in their lives done a load of washing themselves... BUT ARE EXPERTS IN SELLING)..that I broke the glass myself somehow, that I had kept on using it all night maybe (EXCUSE ME !!!), maybe some one pushed me..Dear Customer care Officials, I live alone, have NO relative and am 73 yrs of age. Instead of going to an old people's Home, I decided to stay in a flat in my country. Have only ever used Samsung products and still do..I HAVE EVEN BEEN TOLD WARRANTY CARDS ARE NOT GOOD ENOUGH TO MAKE A CLAIM. ONE NEEDS TO LOOK UP THE WEBSITE.What infantile nonsense are we discussing.
I am not pointing a finger at any one individual...the machine was faulty. It is only just 6 months old. DO SOMETHING SAMSUNG. SEND IN AN EXPERT. YOU ARE HARASSING A SENIOR CITIZEN AND QUESTIONING HER INTEGRITY. WHY? Samsung as a company is not infallible. Stand up and make your decision please Samsung.

Best Regards
Indira Sen.