Samsung Bespoke BubbleWash WW12BB944DG

Disappointing experience with Samsung washing machine and after-sales support We received our Samsung 12kg Bespoke AutoDose AI Front Load Washing Machine (WW12BB944DGH) in late March 2026. Unfortunately, we experienced issues with the machine from the outset, and what should have been an exciting purchase has turned into months of frustration. … Read more

From the beginning, we noticed that the washing powder drawer was difficult to open and did not appear to open fully. There were also noticeable alignment issues and uneven gaps between parts of the machine. The powder drawer subsequently developed a crack.

We reported these issues to Samsung in May 2026. Since then, we have spent considerable time providing photographs and proof of purchase, participating in telephone and video troubleshooting, and repeatedly explaining the problems we were experiencing.

Samsung eventually sent us a replacement powder drawer in August. When we attempted to replace it, considerable force was required, and we were concerned about damaging the machine. It eventually took two of us, together with troubleshooting assistance from Samsung by phone/video, to replace the drawer ourselves.

During this process, another issue became apparent: the pre-wash option disappeared and was no longer available across the washing cycles. We also attempted to reset the washing machine to its default settings, but this did not resolve the issue.

Despite repeatedly reporting our concerns, there was very little proactive follow-up. We were regularly advised that the matter had been "escalated to the Service Team", but we did not receive a meaningful resolution.

A further issue then occurred with the replacement powder drawer. By this point, after months of dealing with problems with a relatively new appliance, we had lost confidence in this particular machine and requested a replacement.

We also experienced difficulties with Samsung's case-management process. Almost every contact appeared to generate another reference number, making the matter increasingly difficult to track. At one point, my service information appeared to have been confused or merged with my husband's details. When I subsequently contacted Samsung, I was advised that there was no record of some of the issues I had previously reported.

Eventually, I contacted Harvey Norman, where we purchased the washing machine. Once Harvey Norman and its Area Manager became involved, the matter began progressing more quickly.

Samsung then authorised a technician to attend our home on 20 August 2026. During the inspection, the technician confirmed issues with the machine and identified additional concerns, including a problem with the touch panel and significant bowing across the top of the machine.

We purchased a brand-new washing machine and reasonably expected to receive an appliance that was properly assembled and fully operational. We did not expect to spend months troubleshooting, replacing components ourselves, participating in repeated phone and video calls, and continually following up regarding issues with a recently purchased appliance.

Given the number of issues we have experienced, and the additional concerns identified during the technician's inspection, we no longer have confidence in this particular machine. We are seeking a replacement with a new, fault-free washing machine rather than further repairs.

I have included photographs with this review showing some of the issues we have experienced.

I am also sharing this review in case other owners of this model are experiencing the same or similar problems. If you are having issues with the powder drawer, alignment of the machine, missing wash functions, the touch panel or other faults, I would recommend documenting everything carefully, including photographs, dates, reference numbers and any technician findings.

At the time of writing, our matter remains unresolved. I hope Samsung and Harvey Norman can now bring this matter to a satisfactory conclusion promptly. If it remains unresolved, we are considering seeking assistance from the Queensland Office of Fair Trading.

I hope sharing our experience helps other customers who may be dealing with the same or similar issues and encourages a prompt and fair resolution.

I also hope Samsung takes this feedback seriously, improves its after-sales support and internal processes, and ensures customers are valued and appropriately supported when problems arise. I also hope greater attention is given to quality-control processes so that issues such as these are identified before products reach customers.

Boy oh boy! This is a very average and frustrating machine. So read the fine print in the operation cycles because you can only wash towels and some other item less than 6Kg dry [we wish we read the fine print ] and if you go over that limit the drum will be unbalanced, and logical outcome though, but we thought we were getting a big machine when… Read more

in fact this essentially is just a 9-10Kg machine in my opinion and experience from using it.

The biggest issue we have is the infrequent damage to small items i.e. face washers, nickers and some light stocking-style socks, because the way the machine is designed, these get stuck right where the engineers wouldn't want them to get stuck - over the internal drain grid - and then these small items get caught between the seal and the rotating drum - bam, you now have holes in said stuck\wedged items. See photo of pink, washable make-up wipes stuck at the bottom. Now because these are stuck where the water flows, the items - aside from getting chaffed - collect all the hair/fur etc. (you can see the hair in my photo) and that just isn't nice, but the best (sarcasm) part is you that cannot pause and unlock the door to remove the stuck items!!!! You have to stop the current cycle, change it to a 'drain and spin cycle', and only when the drum is empty will the door open, thus your expensive seductive nickers are having holes put in them by a washing machine and not by your intimate partner!

At times it can be a little loud when draining, not sure why, but sometimes it drains quiet and then the next time is quite a loud grumble (quite odd scenario) and, when it spins it 'pulse' the front door back and forth, which I know understand why the thing weighs so much because I assume the machine would walk right out the door!

I might be a little harsh on giving this a two-star rating, but I just want to ensure people think twice or thrice before buying this front loader; I wish we had of purchased a top loader instead.