I recently purchased a Samsung washer and dryer pair from a major big-box store. The washer seems to run beautifully; however, I have propane gas and needed to have the adapter placed on the gas dryer, but the big-box guys couldn't do the installation. I phoned my gas company and the technician could not find his way into the machine. He phoned Samsung at the 1-800-number they have on the machine. He was turned over to the technical support where he was told he would receive no assistance, because he did not work for them. He was a licensed certified gas technician, which is who Samsung requires to do these conversions from natural to propane (LP) gas! I called Samsung as soon as the tech was told they would not help him. I was told that Samsung does not have technicians contracted in any city to service their gas products. But wait! There's more.
I phoned the big-box, where in lieu of picking up the machines, they offered me a service contract through their company free of charge and assured me their Samsung rep said I was told a lie. My faith was restored for the waiting period I was given for a tech call. That time passed, as did additional days. I phoned the big-box and arranged for pick up of Samsung's products. I hope they show up on time.
I guess the lesson is that Samsung seems so confident in their products' ability to never break down that they do not feel the need to ensure that customers will receive service. Quite possibly, they are also banking on no one every buying a gas dryer that needs to be converted to LP. That is too bad when their products do seem to be fairly reliable according to most consumer surveys. I guess they are too large to be concerned with the trifles of lesser customers.
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