United Kingdom
this company feels like a scam
If I could rate below 1 star, I would. I owned a Samsung front load washer. When we figured that the spider arm (a flange that keeps the drum steady) had snapped, we found out this company was the sole place we could buy a new part. When I initially called about that part, they quoted me around $100. I rang back maybe 10 minutes later after my husband and I chose to move forward and buy the part and they then said it would be over $200 (red flags). It still cost less than getting a new washer so we decided to order it. Fast forward, the part showed up (in a totally battered box. It seemed like the shipping team had just crammed it in a box that was too small without any care) and we actually take apart OUR ENTIRE WASHING MACHINE just to reach this one part, but then the special bolt snapped off, and the flange stayed stuck to the drum. Since I would have to get another washer anyway, I called to ask how returns worked. They told me that I would have to cover the cost to ship back the item (red flag) and that they would handle my return after they checked the part. Imagine my surprise when I got a call around a week later stating that I wouldn't receive my refund on the return because they thought I had shipped them a USED PART. I called and talked to the Customer Service Supervisor, told her how frustrated I was, the whole story, and also sent her the invoice for my new washer to show how ridiculous the accusations were. 48 hours later, I got a call and she told me that the returns team won't budge and are still sticking to their claim of me keeping the part they sent and sending them my used part. Just to be clear, MY USED PART WAS STUCK TO THE OLD WASHER AS THE SPECIALIZED BOLT BROKE OFF IN IT. This company feels like a scam. If this really is the only place to get Samsung parts, I won't buy Samsung products and I will let everyone I know about this awful company and tell them that they should just buy new devices or machines from a different brand instead of repairing Samsung products when they break.
