Guys – if you need a place to buy new appliances, Faulkner’s is the place to go.
Not only did they go to bat for us, they’re replacing our lovely defective Samsung WF405 Washer on Monday.
Seriously, Samsung, you need to sort out your bureaucratic bullshit and hoop jumping to give better customer service.
So… Scott followed up with Samsung today about getting our dead-on-arrival or maybe rather leaking-on-arrival washer that we’ve really not been able to use for the past two weeks since it arrived.
So we’ve got the approval to replace the washer. Yay!
It’s going to take 2 to 4 weeks to replace said washer.
WTF?!
Even the place where we bought the appliances from says, “WTF?” So off Faulkner’s go to talk to their rep and go to bat for us. Faulkner’s said, “Give us 15 minutes.”
It seems to get even more bizarre with Elite Appliances – Samsung’s contractor for fixing our defective washer.
We’ve not heard anything from them for almost six days and Scott reached out to find out what was happening. Well, they implied that it could take up to 6 weeks to get the replacement part. WTF?
And what they ordered is a replacement door. Not the gasket/diaphragm which one would normally think should be replaced first – and cheaper; they’re replacing the door.
We also got an email:
Hello Scott,
We are sorry about the waiting time.
Please understand for all cosmetic parts especially DOOR REPLACEMENT we must submit request to SAMSUNG before we order the parts, it usually takes 2-3 business days the request was approved on April 8th and we have ordered parts for you right away.
Usually we only contact customer if request been rejected, as in your case, we will contact you after the door inspected by the tech to make sure you have the correct non scratch door for your washer.
We will provide you an update once we receive the parts, per our distributor, ETA Monday April 15th.
Thank you, Elite Customer Care
Cosmetic part? This is not a cosmetic issue, this is a leaking from the door issue!
When Scott talked to Samsung, they said, “So we’re talking about your refrigerator door that’s been leaking”. WTF? And Scott asked the person to read through the case and confirm we’re talking about a washer, not our fridge.
So we’re not sure if Elite has ordered the correct part. I’m not convinced the door is the issue, but the diaphragm. What I do know, is that we are not waiting another two weeks, which would bring us up to a month, to have a working washer.
After talking to the place where we bought the unit from, after telling them who Samsung sent to repair our unit, the comment was, “Yeah, we would never refer our customers to them.”
Even on Yelp, Elite is getting a 1.5 star rating. Is this really how Samsung really wants to be represented in Canada?
Scott pretty much told Samsung that Elite Appliances are idiots, and that we want a replacement immediately. After being escalated, it’s being put forward to the Samsung internal team to determine if it will be completely replaced. We’ll know within 24 to 48 hours.
Elite is getting a big fat 0 from me for service. Seriously, keep away from these guys.
Faulkner, where we got the units from – they were not bad, I’d be hard pressed to blame them unless the way the unit was stored was to blame. They’re completely apologizing for the hassles we’re having.
Samsung – The company has actually been responsive. You can call them and actually get a response from them. They call before and after the technician’s visit to confirm the work was done appropriately, so I think they are genuinely trying which is really cool. Really really cool. They are looking at the case and are figuring out if we can get the replacement unit and just not deal with Elite.
My main request to Samsung in Canada is to dump Elite. I’d be more than happy to recommend Samsung no holds barred, if they get rid of Elite.
Just look at these reviews.
So, Samsung, Elite Appliances came out today. Apparently the technician was a good guy and there were no complaints from my partner about the technician.
However, given the detail that was given to Samsung about what was going on, and after talking to Elite Appliances to confirm the appointment, it had been suggested that the technician would more than likely have the part to replace.
However that didn’t happen. We were told that it would take 2 to 5 days to get a new part in, that is a commonly failing part for a washing machine, that often needs this part replaced within 3 years. I’d expect you to have the front gasket available given how easy it can tear, etc…
Now that said, I do have to give you kudos. Calling us before to remind us that our appointment was today and to call Elite if there were any issues. We also liked the fact you did a follow up call after the appointment asking if everything was fixed to our satisfaction. Scott let you know how displeased we were at the fact that
My partner is an RMT and needs the washing machine to work for his work supplies. And as Scott reminded you, almost all of our appliances are Samsung. Like we said, we like you guys and hope it’s just a blip in our relationship with you.
So.. yeah… Samsung. Let’s have a chat. Yes, we have Elite Appliances coming out to fix this tomorrow, but this is how our WF405 Washing machine arrived at our place. Yes, that water, I’m hoping, isn’t a new feature that comes with this washer. Personally, I don’t like that feature and would like it replaced, or maybe a new washer, same model, just one that doesn’t leak.
I’d really like a quick resolution… after all we have a fridge, stove, dryer, microwave and two televisions that are Samsung. I’d have bought a dishwasher to complete the picture, but the reviews were horrible and sales people are not recommending them either. But hey, we like your appliances.
Let’s just hope this is just a small blip. Okay?