SaferProducts incident

Failure type

Structural / mechanical failure

Incident narrative

SaferProducts.gov consumer incident report 20190928-B9294-2147377427. Severity: Incident, No Injury. Matched catalog product: Samsung WA52M7750AW. Source model text: WA52M7750AW/A4. Incident: I have a Samsung top load washer. It was a replacement for a recalled top load Samsung washer. Recently it has started to shake violently then turn off leaving the cloths soaked and needs to be run multiple times. It also vibrates so bad the plastic on the lid and hinges have cracked causing damage to the washer as well as small sharp plastic pieces to fall in with laundry. I contacted Samsung to request a repair technician. [REDACTED] at Samsung customer service said it was out of warranty but offered a one time accommodation to cover the parts and labor of the repair and set an appointment with a repair technician. After the tech was a no show it was determined that the appointment was never made. After back and fourth between Samsung and the 3rd party they use for repairs �EEFix�. The service provider denied the work order do to the complications and communication issues with Samsung. I then escalated the concerns with Samsung getting nothing but rude customer service agents that only made things worse. The repair that I have in writing that was to be covered by Samsung 100% could not be complete because they didn�t have any repair providers willing to take the job. Samsung then tried to say I had to pay out of pocket to get it diagnosed and they would consider reimbursement for the part only because labor is only covered when performed by their service providers. Do to location they don�t have any providers to do warranty work, and I�m supposed to pay out of pocket then s