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shutterstock_610678751Almost 3 million Samsung washing machines were recalled last November due to reports of excessive vibration and/or parts detaching from the washing machine. However, since the recall began, customers have been complaining about myriad of issues.

Consumer news outlet, Consumerist, has been tracking the reported problems with the recall. Among the alleged complaints: refund checks have not been coming as promised; cancelled repair appointments; service providers from third-party companies advertising satellite TV services during repair appointments; and repairs that have resulted in clothes being excessively wet, resulting in significantly longer drying times.

Some things Samsung washing machine owners should know about the recall:

  • Samsung has a list of recalled machines with their various serial numbers. If your washer is on this list, you can choose a free in-home repair which reinforces the washers top and comes with a free one year extension of the warranty. Or, you can receive a rebate that applies towards the purchase of a new washing machine from any brand and a free installation with the removal of your Samsung washer.
  • The refund is based on the age of the washer. Some consumers are unhappy that the refund does not cover the full price of the machine when they bought it.
  • Complete refunds are only available to a consumer if the machine was purchased within 30 days of the date the recall was issued- November 4, 2016.

Massachusetts consumers who believe they have been victim of an unfair or deceptive practice have rights under the Massachusetts Consumer Protection Act. Consumers who are unable to resolve a complaint with a merchant informally may decide to take legal action. The law requires the merchant be sent a 30 day demand letter before filing a claim in court. The letter must outline your complaint, the harm you suffered, and how you want the problem resolved.

If you have additional questions, contact the Office of Consumer Affairs and Business Regulation by calling our Consumer Hotline at (617) 973-8787, or toll-free in MA at (888) 283-3757, Monday through Friday, from 9 am-4:30 pm. Follow the Office on Facebook and Twitter, @Mass_Consumer. The Baker-Polito Administration’s Office of Consumer Affairs and Business Regulation along with its five agencies work together to achieve two goals: to protect and empower consumers through advocacy and education, and to ensure a fair playing field for all Massachusetts businesses. The Office also oversees the state’s Lemon Laws, data breach reporting, Home Improvement Contractor Program and the state’s Do Not Call Registry.



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