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Hi,
I bought a Samsung washing machine from Argos online on 18th July 2024. It was delivered and installed by them. From it's first use, my wife told me that it was making a noise when it started the spin cycle. Unfortunately, I didn't have a look at it until the following month (after 30 days). I found that whenever the drum started to speed up to spin, it was moving excessively backwards and forwards and making a banging noise. Once it was up to full speed, this stopped. It happened with every load and on every cycle we used, but didn't happen if we ran a spin cycle with an empty drum.
I contacted Argos using their online automated chat and this told me to speak to the manufacturer. So I emailed Samsung and this started a long and drawn out process of sending video clips of the issue. They were completely reluctant to send out an engineer to check the machine, so I went back to Argos and said the machine was faulty and I wanted a refund. They told me that they couldn't go any further until Samsung had confirmed there was a fault with the machine.
I contacted Samsung again and eventually did a video call with a customer service rep. They tried to claim the problem was due to an unbalanced load. I told them it couldn't be due to an unbalanced load as it made no difference what load I put in. They then said to load it up with six T-shirts and send them a video of it, which I did. They got back to me and said their engineers didn't believe there was a fault and if I wanted an engineer to come and take a look, I would have to pay for it and then they would refund me if a fault was found.
I wasn't happy with that, so went online and managed to book a repair through their website. By the time the engineer actually came out, it was September. The engineer agreed that there was excessive movement on the drum and ordered a new drum and basket, which was fitted the same month.
Unfortunately, this did not resolve the problem, so I contacted Samsung again, which resulted in another video call, where the service rep agreed that the drum was moving 'more than normal'. Another engineer visit was booked, and they came in October. This engineer claimed the problem was because the adjustable feet weren't properly locked in place. he made some adjustments, locked them, did a quick test (which was better than before, but still making a noise) and left.
The problem is still there and is getting worse. I do not want to go through another lengthy call with Samsung and would like to to return the machine as faulty to Argos. Where do I stand here and how do I go about getting this resolved?
Thank you.
I bought a Samsung washing machine from Argos online on 18th July 2024. It was delivered and installed by them. From it's first use, my wife told me that it was making a noise when it started the spin cycle. Unfortunately, I didn't have a look at it until the following month (after 30 days). I found that whenever the drum started to speed up to spin, it was moving excessively backwards and forwards and making a banging noise. Once it was up to full speed, this stopped. It happened with every load and on every cycle we used, but didn't happen if we ran a spin cycle with an empty drum.
I contacted Argos using their online automated chat and this told me to speak to the manufacturer. So I emailed Samsung and this started a long and drawn out process of sending video clips of the issue. They were completely reluctant to send out an engineer to check the machine, so I went back to Argos and said the machine was faulty and I wanted a refund. They told me that they couldn't go any further until Samsung had confirmed there was a fault with the machine.
I contacted Samsung again and eventually did a video call with a customer service rep. They tried to claim the problem was due to an unbalanced load. I told them it couldn't be due to an unbalanced load as it made no difference what load I put in. They then said to load it up with six T-shirts and send them a video of it, which I did. They got back to me and said their engineers didn't believe there was a fault and if I wanted an engineer to come and take a look, I would have to pay for it and then they would refund me if a fault was found.
I wasn't happy with that, so went online and managed to book a repair through their website. By the time the engineer actually came out, it was September. The engineer agreed that there was excessive movement on the drum and ordered a new drum and basket, which was fitted the same month.
Unfortunately, this did not resolve the problem, so I contacted Samsung again, which resulted in another video call, where the service rep agreed that the drum was moving 'more than normal'. Another engineer visit was booked, and they came in October. This engineer claimed the problem was because the adjustable feet weren't properly locked in place. he made some adjustments, locked them, did a quick test (which was better than before, but still making a noise) and left.
The problem is still there and is getting worse. I do not want to go through another lengthy call with Samsung and would like to to return the machine as faulty to Argos. Where do I stand here and how do I go about getting this resolved?
Thank you.
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