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New Member
Posts: 4
Registered: ‎08-07-2017

Samsung not honoring Warranty, not believing their own tech !

Samsung dishwasher purchased just over a year ago (06/16) has a defective tub.  The Tub has a 'Lifetime' warranty.

 

Samsung dispatched their local tech who reported back to them that, it was infact, broken at a seam.   Samsung is refusing to accept his report, claiming the "it must have been damaged" (which he stated it was not) and now is requiring a 'second opinion' from another tech, which will cost us $115 in ADDITION to the $95 for the first tech and we have no reason to trust that even then, Samsung will honor their warranty.

 

This is unacceptable and as an ELITE PLUS member who ironically has purchased THOUSANDS of dollars of Samsung (check my BB History!), this is unforgivable.

Posts: 8,082
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Registered: ‎09-29-2008

Re: Samsung not honoring Warranty, not believing their own tech !

Hey songwoods,

 

Welcome to our forum, and thanks for being an Elite Plus member! I am honestly sorry if Samsung is not handling this as you expected them to, and given they are asking you to pay an additional $115 I can certainly understand you being upset. I'll be honest I had no idea Samsung warranted their Dishwasher tubs for the units life.

 

Samsung should be taking the determination of the authorized service technician they sent out to your home when it comes to whether or not the problem with the Dishwasher is covered, and it's strange they are seeking a second opinion. Did the first tech specifically determine the problem is due to a defect in the tub? Did Samsung send out this first tech, or did you set up that service yourself?

 

Ultimately it is exclusively up to Samsung to provide you a resolution in this matter as it is their warranty that would cover this claimed defect. The best I can suggest is to reach back out to Samsung for any possible resolution to your concern.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎08-07-2017

Re: Samsung not honoring Warranty, not believing their own tech !

Allan - Thank you for the courtesy of a response.  

 

However, BB is Samsungs representative.   BB was the Vendor who sold us the Samsung product.  The Warranty may be all Samsungs, but to suggest that BB is without responsibilty or recourse is silly and probably legally not true.

 

The leak has been an ongoing problem and difficult to diagnose as it was intermitent,

Intially  (and repeatedly) Samsung told me they would not cover the leak as the DW was not installed by a "Samsung Certified tech".

As there's nothing in the warranty that requires a 'Samsung Certified tech', it is an unsupportable claim, but a clear indicator of how they do business.   As I was unable to identfy the source of the leak and it was intermitent, there was no point in pursuing.  If a tech came out, there wouldn't be any leak.

 

I tell you this as a bit of background as to why I did NOT spend my annual $6,000 - $10,000 with BB this spring for my company (feel free to check my buying history). I understand if BB does not want to stand-up for their customers regarding products that BB has sold, does not want to support the Warranty RIGHTS BB has sold. In turn, I hope you will understand that I am taking my business elsewhere.

 

Let's see.... $10,000 over the next 5 years...

 

Please remember, I am not asking for ANYTHIING other than the coverage that the warranty that BB sold with the product GUARANTEES.  Again, the Tech Samsung dispatched told them the seam was split and there was no physical damage.

 

My intent of  posting here was to allow BB to do the right thing even if their product manufacturer was not

Guess not.

 

Bill

Posts: 8,082
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Registered: ‎09-29-2008

Re: Samsung not honoring Warranty, not believing their own tech !

Hey Bill,

 

I can promise you we stand behind the products we sell, in that we provide a 15 day return or exchange period in case a product we sell is found to be defective within that timeframe. Beyond that timeframe any defects would need to be exclusively covered by the manufacturer's warranty or a Geek Squad Protection (GSP) plan that covers the item. Did you purchase a GSP to cover this dishwasher beyond Samsung's warranty?

 

I have to admit that intermittent issues are the hardest to deal with as both a manufacturer and Best Buy would require that an authorized service technician replicate the defect before the warranty or GSP cover the defect. With that said you advised me that the authorized service technician that Samsung sent out verified that the seam was split with no physical damage. If the Tub is warranted for life it sounds to me like Samsung should be covering the repair or replacement of this dishwasher.

 

We of course don't want to lose any customer's future business, but we would not be able to cover the repair or replacement of this dishwasher when that would be exclusively Samsung's responsibility (unless of course you did purchase a GSP to cover this dishwasher).

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎08-07-2017

Re: Samsung not honoring Warranty, not believing their own tech !

I did not purchase GSP.

And I'm sure if I had, you would defer to Samsung as it is still covered under their warranty.

 

Regardless, I was not asking you to cover. 

Rather hoping Best Buy would want to understand how their manufacturers are impacting BestBuys reputation and business and perhaps communitcate to Samsung that not honoring their warranty, asking us to pay for he 2nd opinion that *they*want, (after ignoring their first techs report) .

 

It was Best Buy that sold us the dishwasher and you (and Samsung) have now lost a very good customer.

Contributor
Posts: 341
Registered: ‎02-09-2011

Re: Samsung not honoring Warranty, not believing their own tech !

Actually, it would have been attempted to repaired or swapped out in house vs. talking to Samsung about what they would cover. If they would've covered it then Best Buy would have been reimbursed on the back end for the labor. So it would not have been handled in the same manner. Best Buy never requires you to pay for a tech to give us an answer as to whether a large appliance repair is covered under the warranty or not. The send their own techs.

Best Buy can not dictate whether Samsung approves a repair under their warranty.
Posts: 8,082
Topics: 82
Kudos: 325
Blog Posts: 47
Solutions: 329
Registered: ‎09-29-2008

Re: Samsung not honoring Warranty, not believing their own tech !

Hey songwoods,

 

It is correct that if a customer has a GSP covering an item, and at the same time the item is covered by the manufacturer’s warranty, we defer to the manufacturer unless the manufacturer is denying coverage; then the GSP would cover any covered repairs. The only reason I asked if you purchased a GSP was in the hopes that you had in order for me to see if we could cover the repair of your dishwasher under a GSP.

 

Thanks for the clarification as to what you were asking for. I have no way to contact Samsung and influence their decision to require you to pay for a second opinion on the unit. I'm sure one of our executives could possibly have influence over what Samsung covers, but I am not that employee.

 

I truly wish there was something I could do to get this resolved for you, but ultimately this will need to be taken care of by Samsung.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎08-07-2017

Re: Samsung not honoring Warranty, not believing their own tech !

Appreciate it.

 

Fully understand...

 

 

Fully understand why Amazon (and others) are eating your lunch and why Best Buy will be Chapter 11 in less than 5 years,

 

My annual spend on tech is > $30k and you guys see a fraction as it is. but still enough (eg $50k+ over 5 years) that I would think you would atleast investigate.

Not

 

I truely wish you well, but doubt things (BB behaviour/attitude) will change, so Good Luck !