SaferProducts incident

Failure type

Stopped working / malfunction

Incident narrative

SaferProducts.gov consumer incident report 20230222-D5DB4-2147349574. Severity: No Incident, No Injury. Matched catalog product: Samsung WF45T6000AW. Incident: I purchased a Samsung Washer/Dryer 6/22/22 from Lowe's in Madison, AL and they installed the unit. I noticed that the washer started making loud noise and the drum was thrashing in the body which progressively worsened. I called Samsung 1/3/223 to request immediate repair/sent video of the issue via test, they set up a contractor from [REDACTED] to come out to assess the issue. 1/10/23 [REDACTED] from [REDACTED] came out and stated there wasn't an issue the machine needed balancing pegs, which they already had and closed the ticket 1/13/23. [REDACTED] advised that if the issue continued to call/text him, it got worse, and I did via text/phone only to be told to reach back out to Samsung and have them reassigned it to another company because he didn't find anything wrong with it. I created another ticket/again sent video 1/23/23 and [REDACTED] was assigned the ticket on 1/24/23 and they canceled the visit the day they were supposed to come 1/27/23 and closed the ticket 1/30/23. I called Samsung/sent video again on 1/30/23 and spoke with [REDACTED] reassigned the ticket back to [REDACTED] on 2/4/23. A tech from [REDACTED] named [REDACTED] came out on 2/13/23 and assessed the machine to be defective, extremely dangerous, and unsafe and removed the circuit board so that no attempted to use it again. He stated that the magnets had failed causing the drum to come loose which he has seen numerous times in the Samsung washers lately, he also stated if the machine would have continued