Posts: 2,466
Threads: 316
Joined: May 2008
Samsung washing machine needed a repair under warranty and so far I've spent about five hours over several phone calls to either repair or replace. Looks like Samsung uses "Bobs Handyman Express" and I was to call him to arrange a repair. Of course Bob never calls back and he's always "busy with a customer". Bob does not have a good reputation as I soon found out. After a few rounds of this and "escalation", Samsung decides the machine can't be repaired and they will offer some sort of "accommodation". I have to wait up to two more weeks to see what that will be. I had to wait on hold for 45 minutes to find out I have to wait.
So does anyone have a brand that has a better warranty "experience" than Samsung?
Puna: Our roosters crow first
Posts: 7,734
Threads: 686
Joined: Jun 2011
In our experience we've bought the extended warranties and if the machine breaks down under the standard manufacturer's warranty, the extended warranty still arranges the repair. Because they cover all the brands they have a bigger network of repair providers. They also deal with the repair companies (like Bob) directly so you never have to contact them. In our experience the guy came out and looked at the dishwasher but never returned to repair it. I called the warranty company and they found somebody else to come fix it. It wasn't a quick or painless process but I chalked it up to paradise tax.
The Samsung top-loading washers were recalled, if you have one maybe that's why they decided it couldn't be fixed. In my experience of shopping and reading reviews, Samsung appliances are pretty to look at but people hate them, and I've heard other warranty horror stories. The brand we've had best luck with is GE. LG is crap.
As far as "accommodation" is concerned, I believe it should be in the form of a 100% reimbursement of your purchase price, though they will probably try and convince you that you should accept less. If you purchased using credit card you could look at some of the rarely used benefits they tout to lure card members that are quickly forgotten. Some of them have concierge warranty assistance or automatic warranty extensions etc. Check to see if your card has anything useful like that, then plan on spending hours trying to use the service.
Posts: 1,059
Threads: 97
Joined: Mar 2009
Totally disagree about Bob's Handyman Express having a bad reputation. We just had broken ice maker and a whirlpool refrigerator that was on extended warranty from Home Depot. Called the number for the extended warranty from Home Depot pamphlet and they set up an appointment. Bob called day of the appointment, heard issue, and ordered parts. A few days later fixed it. I found him professional, nice, and efficient and I wouldn't hesitate about calling him again. He handles the extended warranties for many brands apparently. Not sure about why he hasn't returned your call, but I know he had to go to the mainland for a funeral.
Posts: 1,059
Threads: 97
Joined: Mar 2009
Ps I for one would not buy an appliance for use here in the tropics without buying an extended warranty.
Posts: 331
Threads: 30
Joined: Aug 2006
I had the same positive experience as DTisme with my previous Whirlpool freezer on extended warranty from Home Depot. That was three years ago. After checking what was wrong with the freezer, Bob decided that it was not worth for a repair, notified HD in writing and HD issued a credit full amount of the original purchase price for a new freezer.
Posts: 1,163
Threads: 32
Joined: Aug 2009
We had a bad experience with HD extended warranty on our washing machine, but have had excellent experience with Sears extended warranties on other appliances. We never bought warranties on the mainland, but here they're a necessity.
Posts: 2,466
Threads: 316
Joined: May 2008
Glad you all had good experiences with Bob, my only experience was calling him three times and he promised to call back three times and never did.
This washing machine was actually a replacement for the recalled machine that they said could explode causing an 8.4 earthquake. I thought I had better return it in the best interest of those here in Hawaii.
Puna: Our roosters crow first
Posts: 1,059
Threads: 97
Joined: Mar 2009
8F - they should be able to give you an alternate repair person. Sending you PM.
Edit: PM system apparently not working - not sure if my note went thru. Didn't want to share the specifics bc Bob was hesitant to share with me, but he had to go to Florida for family and with Florida in such a state, I can only imagine what's going on with him. Hopefully they'll give you an alternate repair person until he returns.
Posts: 7,734
Threads: 686
Joined: Jun 2011
"We never bought warranties on the mainland, but here they're a necessity."
That might be an effect of when you moved here rather than where you moved. Virtually all products now have planned obsolescence engineered into them.
https://en.wikipedia.org/wiki/Planned_obsolescence (especially, Contrived durability)
Sometimes, these things "work out" for the manufacturer, other times they cause Samsung washing machines to explode. I guess I'm not surprised that Samsung appliances suck. They design them like their phones, to look great when new and be replaced by the time the next model comes out.
An industrial engineer once told me back in 1999 about planned obsolescence. He said it started with the first company that made those plastic things you put on carpet in front of computer desks for chairs on wheels to roll around on in front of the workstation. The product was a big success and they sold millions of them but once everybody had one, sales cratered because they lasted "forever". They retooled the plastic formulation into something that would only last just beyond the warranty and were then guaranteed repeat customers.
Posts: 2,466
Threads: 316
Joined: May 2008
DT: They tried, did a "reassignment". My "new" technician" was .......Bob........
Puna: Our roosters crow first
