Below is a tale of woe and frustration at the hands of the bureaucratic machine of Samsung. The short version is that we have been waiting for a refund on a washing machine since March. At the time of writing this, that is five months. We have done absolutely everything Samsung has asked of us, and we have now had the missing check issued three separate times. It has never arrived. Each time we initiate this process requires multiple hours on the phone and then another month of waiting. The case has been "escalated" two separate times now, whatever that means. The MA attorney general has been alerted and we have been cooperating with them so hopefully they will be helping us resolve this issue, in the meantime placing Samsung on some kind of public list of complaints, plus we have an ongoing conversation with a Boston Globe reporter who is interested in our progress. All we want is to be done with this issue and then hopefully to be done with Samsung forever. The degree of either a) institutional incompetence or b) intentional misdirection on the part of Samsung has been staggering. I would welcome anyone's suggestions if you have had similar experiences and found resolution. And if you haven't found resolution, maybe you can learn something from the paths we have been forced to take, contacting outside agencies that can help, or who can at least draw attention to the issue. If our current path doesn't prove successful, our next option is to hire a lawyer. That seems silly since Samsung says they owe us the money but just can't seem to organize themselves to actually send it. Below is the timeline for your joy, for your sorrow, and for everything in between.
Late Feb/early March - our Samsung washing machine was leaving sandy residue on our clothes after every wash. We posted on a Samsung forum, were contacted by a Samsung agent, followed all troubleshooting recommendations and then were informed by the agent that we were eligible for a full refund.
Mar 16 - original refund request processed and approved