ORLANDO,Fla. - There are new complaints from consumers who claim a 4-month-old recall on Samsung washers has not fixed machines that can be dangerous. The defect involves vibrations that cause the washer lid to fly off.
Action 9's Todd Ulrich found customers who can't schedule repairs, and others who say the fix doesn't solve the real problem.
Selma Lamphas’ Samsung washer vibrates violently and then shuts off before the spin cycle ends. Lamphas has had to wring out soaked clothes by hand. This is after a tech from Samsung said he had fixed the machine.
“It's a joke. It's a nightmare,” said Lamphas.
Samsung recalled 3 million top loading washers after hundreds of complaints about vibrations and, in some cases, lids were flying off or machines blowing apart. Nine people were hurt by malgunctioning machines.
After her failed fix, Lamphas claims Samsung remained silent. “They won't call you back. They make promises, but don’t keep them,” she said.
Action 9 found complaint boards filled with similar Samsung issues.
In Sanford, Mary Ross worries about using her washer. “If the lid blew off, it could be kind of dangerous," Ross said.
She's been waiting two months for a repair tech. “No one ever called, showed up, emailed me or nothing,” said Ross.
Samsung repairs involve securing the lid so it can't blow off, and attaching warning stickers that say to avoid high spin cycles.
For local repair experts, that's not a real fix. “There is no repair, not that we are aware of. Nothing has been told to us. We haven't received any bulletins,” said Mike Mannino, Appliance Doctor.
Samsung told Action 9 it stands by repairs that passed independent testing and were approved by the Consumer Product Safety Commission. The company is contacting Ross and Lamphas, and will be attempting to resolve their complaints.
Samsung also said it had completed hundreds of thousands of successful repairs.
Customers also have a refund option, from $175 to $275 for washing machines that cost more than $1,000.
Samsung released the following response:
“Our in-home repair has been tested and validated by an independent engineering firm, and approved by the U.S. Consumer Product Safety Commission. We have successfully completed hundreds of thousands of repairs to date. We are constantly listening to and learning from every consumer’s experience in order to improve our service processes.
We have reached out to Mrs. Lamp and Ms. Ross to provide support for them and resolve the matters to their satisfaction. Any customers with questions about the recall should contact us directly at 1-866-264-5636 or visit our website at Samsung.com/us/TLW.”