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- First reviewApril 22, 2015
- Last reviewApril 22, 2015
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Save energy, wash quietly, and clean powerfully. Adjust each rack in this Samsung dishwasher to accommodate tall or oversized cookware. Plus, the built-in design offers a custom feel as it blends seamlessly with your kitchen cabinets.
Customer Rating
1
Terrible customer service
on April 22, 2015
Posted by: Terrible
This is the first and last time that I will write a review for a Samsung product, because I will never be purchasing one again. Until my last experience with Samsung, I believed that they were a good company with solid products. As a consumer, I expect my product to work as designed and for that manufacturer to stand behind whatever warranty may accompany that product; pretty simple. I have never actually taken the time to write anything like this and post it on the internet, but here is my story and I truly hope that it dissuades anyone from purchasing a Samsung product under the false assumption that you have the backing of the manufacturer if anything should go wrong with your product.
I purchased my dishwasher (Model # DW80F600UTS) in mid April of 2014 from Lowes. I paid around $500 and for the money, it did the job. In February of 2015, less than a year after I purchased the unit, it started having problems. Like you might read on countless other reviews and forms, the "smart auto" and "heavy" lights would start flashing 10 minutes into the cycle, the dishwasher would drain, and the dishwasher would not clean the dishes. Upon investigating the issue, I discovered that this is an indication that there is a problem with the float switch. Again, simple problem, but with the number of issues related to this one topic, it is very clear that there is a defect in the dishwasher's design. Here is a complete list of the calls I made to Samsung and the numerous challenges I encountered:
February 18, 2014 - Called and described the problem. Samsung contacted an appliance service company (So Cal Tech, Inc.) in my area to address the issue.
February 20, 2014 - Service center calls me to set an appointment to fix the issue once they receive 2 parts, the float switch and main board. "Parts will be in in 2 days and we will be there to fix the dishwasher."
February 26, 2014 - I call the service center because they have not called to set an appointment. "The parts aren't in yet, we will call when they arrive."
March 2, 2014 - Service center calls and sets the appointment to come fix my dishwasher
March 5, 2014 - Repair man arrives. Extremely rude to my wife. Curses his company as he tells her that they only sent him 1 part he needs. Repair man leaves, dishwasher not functioning. I call the service center...we will have the part in in 2 days.
March 9, 2014 - I call the service center because they have not called to set an appointment. "The part isnt't in yet, we will call when they arrive."
March 16, 2014 - Part arrives, repair scheduled
March 19, 2014 -Repair man arrives, installs the main board. Dishwasher appears to run ok, but after the repair man leaves, it does the same thing. I call Samsung and I am told they need to fix the float switch again. I tell them that I am not going to accept that, so I am transferred to their "executive customer service team". I explain the issue and they put it in review to have the unit replaced. I am promised that they will call back within 48 hours.
March 26, 2014 - Instead of a call back from Samsung, I get another repair center. This time they tell me that I am going to be charged for the service. I say absolutely not, and that I will call Samsung. Again, I am transferred to the "executive customer service team", who states they don't know why I wasn't called back and they couldn't find a note on the review in their system. Again, I am told that they are going to review the case for replacement and that I will hear back in 48 hours.
April 2, 2014 - Samsung never calls back. I call again. Transferred to the "executive customer service team". This time, I tell the nice lady on the other end of the phone that I am not going to accept a call back and that I wanted to speak to someone that could resolve this issue immediately. She talks over me for a minute, reciting the process that I have to follow, after which, she hangs up on me. I call back, enraged, transferred to the "executive customer service team". Find out that the lady that just hung up on me has closed my pending issue ticket. I explain what I have been through, I am promised a callback from the supervisor of the "executive customer service team".
April 9, 2014 - Guess what, Samsung never called back. I call, get transferred to the "executive customer service team" and like an idiot, I allow them to do ANOTHER review. I ask the representative to take notes on the entire story. At the end, I ask what he has written down (there were several times I was on hold for him to put the notes in the system) and he hasn't recorded a single note. We go through it again, he reads it back to me. And I am PROMISED a call back in 48 hours.
April 15, 2014 - Getting sick of this yet? I am. No call back from Samsung. What they did do, is have another service center call me and offer to come fix the dishwasher. Just as I am about the explode, they also inform me that I am out of warranty and that I will be charged if they come to fix it.
February 20, 2014 - Service center calls me to set an appointment to fix the issue once they receive 2 parts, the float switch and main board. "Parts will be in in 2 days and we will be there to fix the dishwasher."
February 26, 2014 - I call the service center because they have not called to set an appointment. "The parts aren't in yet, we will call when they arrive."
March 2, 2014 - Service center calls and sets the appointment to come fix my dishwasher
March 5, 2014 - Repair man arrives. Extremely rude to my wife. Curses his company as he tells her that they only sent him 1 part he needs. Repair man leaves, dishwasher not functioning. I call the service center...we will have the part in in 2 days.
March 9, 2014 - I call the service center because they have not called to set an appointment. "The part isnt't in yet, we will call when they arrive."
March 16, 2014 - Part arrives, repair scheduled
March 19, 2014 -Repair man arrives, installs the main board. Dishwasher appears to run ok, but after the repair man leaves, it does the same thing. I call Samsung and I am told they need to fix the float switch again. I tell them that I am not going to accept that, so I am transferred to their "executive customer service team". I explain the issue and they put it in review to have the unit replaced. I am promised that they will call back within 48 hours.
March 26, 2014 - Instead of a call back from Samsung, I get another repair center. This time they tell me that I am going to be charged for the service. I say absolutely not, and that I will call Samsung. Again, I am transferred to the "executive customer service team", who states they don't know why I wasn't called back and they couldn't find a note on the review in their system. Again, I am told that they are going to review the case for replacement and that I will hear back in 48 hours.
April 2, 2014 - Samsung never calls back. I call again. Transferred to the "executive customer service team". This time, I tell the nice lady on the other end of the phone that I am not going to accept a call back and that I wanted to speak to someone that could resolve this issue immediately. She talks over me for a minute, reciting the process that I have to follow, after which, she hangs up on me. I call back, enraged, transferred to the "executive customer service team". Find out that the lady that just hung up on me has closed my pending issue ticket. I explain what I have been through, I am promised a callback from the supervisor of the "executive customer service team".
April 9, 2014 - Guess what, Samsung never called back. I call, get transferred to the "executive customer service team" and like an idiot, I allow them to do ANOTHER review. I ask the representative to take notes on the entire story. At the end, I ask what he has written down (there were several times I was on hold for him to put the notes in the system) and he hasn't recorded a single note. We go through it again, he reads it back to me. And I am PROMISED a call back in 48 hours.
April 15, 2014 - Getting sick of this yet? I am. No call back from Samsung. What they did do, is have another service center call me and offer to come fix the dishwasher. Just as I am about the explode, they also inform me that I am out of warranty and that I will be charged if they come to fix it.
April 22, 2014 - Now I'm here. 20 hours on the phone with Samsung over a $500 dishwasher and all I ever wanted them was to stand behind their product. Thanks Samsung. Dishwasher is still not working and I am done spending my time on trying to get Samsung to do anything about it.
If you read this and still buy an appliance from them, then I hope you spend a couple hundred extra bucks on an extended warranty...you're going to need it.
No, I would not recommend this to a friend.
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