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Known Design Flaws but Samsung refuses to address issue.
on June 9, 2014
I purchased a Samsung top loading washing machine two years ago. Model WA400*. I recently had a failure of the bracket that holds the drain pump to the drum.
It simply cracked/broke due to the strain on the bracket mounting points. In researching the issue looking for a replacement part what I discovered is that Samsung recognized that there was a design flaw in how the bracket was designed and did a redesign of this bracket. There is a technical bulletin describing the discontinuation of the old part and the replacement of the new. Do a Google search of ASC20130222001 dated 2/22/2013.
This affects the WA400, WA422 and WA456 models.
The original bracket is part number DC63-01427A and is discontinued and out of stock everywhere.
The upgraded bracket is part number DC94-03523A and is discontinued and out of stock everywhere.
Only 3 months later on 5/9/2013 they recognized that this was still an issue and put out Bulletin # ASC20130509001, where they came out with a complete retrofit kit with new wires/hoses/brackets, etc. that moves the pump from being attached to the drum to being attached to the frame of the washing machine. Only problem with this is that they had made other design changes to these model numbers around 12/24/2012, you can tell if the machine is of the newer design due to a 01 being added to the end of the model number. The retrofit kit that moves the pump to the frame can only be done to machines made after that date or have the 01 at the end of the model number. Originally I thought my machines serial number meant that the retrofit kit would not work on my machine, but now I am not so sure due to some confusion of the affected serial numbers.
Regardless if my machine can take the retrofit kit, considering the acknowledged design flaws, and the multiple redesigns to attempt to correct this problem I approached Samsung that I was not comfortable that even if any of the possible repairs were done, old bracket/new bracket/retrofit, that it simply was delaying the inevitable failure of this part/assembly again. In my opinion this should be handled similar to how the Lemon Laws are done.
What I purchased had inherent design flaws with multiple attempts at redesign over a relativity short period of time.
I asked to be escalated and after giving all the relevant information, I asked for my machine to be replaced with a newer model of similar trim line/features that (hopefully) did not have these design issues.
The answers were a simply, blunt, "outside of warranty" (remember this is only two years old and the first redesign of the bracket happened no more than 3 months after I bought it), replacement was "not and option" and that if I'd like they "could transfer me to where I could buy an extended warranty".
If this was a relatively unknown issue, or only affected a small percentage of customers, I would not be happy, but would feel that Samsung upheld their side and it was just my bad luck that it failed outside of the warranty period.
Due to the fact that this machine was sold with an inherent design flaw, that they not only had to address once, but had to go back and revisit again as their own Technical Bulletins show changes this as far as I am concerned as what I got was not a failure of a part that was just made bad that day or for a particular production run, or a part that is normal to wear down over the course of use, but for an inherent flaw in how it was designed in the first place. That even if made/assembled/and used perfectly, failure was guaranteed.
I am currently waiting for a call back from a supervisor. If I get any kind of response other than "out of warrenty, too bad" I'll update but considering what I have seen so far I am not holding a lot of hope. If I can get no resolution from Samsung, then I will turn to whatever other avenues that are available to me. I'll probably start with the State Attourney general and if nothing else it has been suggested to me to simply file in small claims court. Like I said, if it weren't for the fact that this is a known design defect (not manufacturing defect), I would just simply curse my luck and move on.