Bespoke washer/dryer combo, on pedestal shaking

[Denidce1203]

I just got the Bespoke washer/ dryer combo last week, I was so excited, but I haven't been able to run a complete load because it keeps turning off when it's getting ready to spin, sends a message saying that is off balance, it's sitting on a pedestal and we keep it leveled on a solid floor, the pedestal is full of bottles of detergent and stuff for laundry, meaning with this that it's not sitting empty, but still is shaking sooo much that it feels like it's going to topple over, the machine shakes so much you can feel it in the whole house and then it stops and sends me that message, this is a brand new machine it's just ridiculous, I hope this is not normal, does anybody here have a washing machine on pedestal that has the same problem?? Or anybody knows how to fix that???... is it time to call Samsung and ask for a technician to come and fix this problem??

[Pianodude58]

Was the Bespoke washer/ dryer combo professionally installed? Is the unit bolted to the pedestal?

[Denidce1203]

It was bolted, my husband installed it but is not his first one, and we followed all the instructions, he works in construction so he knows how to work a wrench, everything is bolted and on a solid leveled floor, it shakes so hard from the inside that I'm thinking it's defective and something is loose on the inside.

[Pianodude58]

Yeah it's probably time to call a technician

[SamsungKyle · Accepted solution]

Hello Denidce1203, thank you for reaching out to the Community. I understand that you are having issues with the Bespoke combo washer and dryer shaking.
Below I have listed a few things that you can check to get the issue resolved.
1. Remove the shipping bolts, this is the most common cause. If the machine was just installed, check the back for 4-5 large bolts that hold the drum in place during shipping. They must be removed, or the machine will shake
2. Ensure that the unit and the floor are level.
3. You also want to make sure that you avoid unbalanced loads.
4. Some people have also tried using antivibration pads if the floor is uneven.
If none of these resolve the issue I would recommend having the unit serviced. You can contact 1-800-726-7864 or use the link https://www.samsung.com/us/support/service/locations/.