Just awful to deal with, not forthcoming with information particularly around the compensation process with costs incurred or damages created with a faulty washing machine. My washing machine faulted it took an excessive amount of time to sort a replacement. It was me you asked them after a month when did the compensation policy kick in, I was not advised. By this point I had not retained receipts and disposed of mouldy teatowels etc (I don't drive and can't just get to a laundromat with 2 kids). When I submitted my costs they did not inform me I could claim for damages (it had been months by this point), it was only a CEO Escalation that resulted in them sending me the form. After I submitted the damages form, the new machine faulted, plus i found more faulty items (non urgent items which had been sitting in a laundry basket while I prioritised clothes we hadn't been able to wear for weeks, I'm talking blankets with holes and runs, holes in duvet cover, towels etc. I submitted the newly discovered damages at the same time as the mouldy items from the 2nd faulty machine. Samsung rejected the claim for the mouldy items despite me not having a washer again for weeks on end and would not extend discretion based on the first machine to further compensate damages found because I'd already provided evidence and they'd closed it on their side. They intentionally didn't inform me so I didn't hold onto receipts, nor did they provide the forms up front. They've been awful to deal with the whole time. I feel lied to by omission. If you're about to deal with their process remember to hold onto every single receipt that even slightly relates to your faulty item and do not submit your forms believing that an ongoing process will allow you to add more, I thought providing everything together at the end of the rigmarole of the 2nd faulty machine was the kind and helpful thing to do for the agents, but the courtesy has resulted in loss of opportunity for me to seek compensation. It's been 6 months, I've only just got my new replacement washer, and yet they refuse to look at the situation as 6 months, only in segments which again suit their processes and not as the whole situation.
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