Samsung DV90DGC4A0AE

Date of Purchase: Washer 19.06.2025/ Dryer 29.06.2025 Products: Samsung Washing Machine and Samsung Heat Pump Dryer Issue Duration: Date of purchase/ from out of box – Present (4+ months ongoing) ________________________________________ Summary of Issue Both purchased units have been excessively loud since new, to the extent that they disrupt normal daily living and restrict use. • Washing Machine: Emits extremely loud noises during draining cycles — far beyond what would be considered normal for comparable Samsung models or other brands of similar or even lesser quality • Dryer: Starts relatively quiet/ normal level, but after ~20 minutes develops a persistent increasingly loud buzzing and mechanical drone, sounding similar to a “propellor plane in the laundry.” Both issues were reported to Samsung promptly, and despite multiple service interactions via online chat, phone call, technician callout, unit taken away for repair neither product has been repaired successfully nor replaced, and the problems persist. ________________________________________ Timeline of Events • June/ July 2025: Units purchased and delivered around 17 July (washer) and a little after this for the dryer delivery • Mid- Late July 2025: Both faults reported via Samsung chat support. Online technicians confirmed likely faults and booked a service visit, assuring us "we could be confident that the noises were not normal and a fault would likely be found" • 4 August 2025: Technician assigned by Samsung came to 'assess' the units, the visit lasted approximately 15 minutes. o For the washer, technician said noise was “normal” but could replace the pump if it persisted. o For the dryer, technician suspected a compressor fault and said Samsung would follow up. • Post-visit: Samsung marked both jobs “completed” in their system — no repairs were performed, and no communication followed. • August–October 2025: Multiple calls, emails, broken promises, and escalation delays and got no-where. Samsung staff advised another assessment was needed would incur call-out fees if no fault found, despite earlier confirmation of faults by online staff and verbally by their technician- this is completely unethical and seems a way to dissuade customers from seeking resolution. • 28 October 2025: I gave up and accepted their terms, Dryer finally collected for repair (almost three months later). Samsung claimed to have replaced the compressor to fix the noise, yet the unit was returned with the loud buzzing remains unchanged. • November 2025: Samsung insists on another reassessment for both units, again threatening possible call-out charges. But still, everything remains unresolved. Given we have a young baby, being without laundry facilities whilst they continue to 'reassess' the units is not acceptable. • Independent feedback via multiple JustAnswer qualified appliance technicians confirmed the submitted videos show noises that are not normal and warrant warranty repair or replacement by Samsung ________________________________________ Breach of Australian Consumer Law I understand that under the Australian Consumer Law, when I buy products and services they come with automatic guarantees that they will work and do what I asked for and what they are advertised to do. Under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010), these products qualify as major failures, entitling me to a refund or replacement. 1. Product Not as Advertised Samsung’s own website states: “Samsung dryers are generally very quiet.” https://www.samsung.com/us/support/troubleshoot/TSG10007109/

Image Take from Samsung Website (unable to load onto here) A quick google search of our dryer shows that Samsung advertise it as 'quiet operation' **This product is not quiet and therefore does not match the description or advertising claims. This constitutes a major failure under section 260(a) of the ACL.

2. Product Not Fit for Purpose The dryer and washer noise disrupts normal life and prevents rest in our home — particularly affecting our three-month-old baby’s sleep and it is simply just too irritating to have on if we are in the house As a result, the units are not reasonably fit for the purpose for which they were sold, breaching section 55 of the ACL.

3. We Would Not Have Purchased Had the Issue Been Known Had we known about the excessive noise issues, we would not have purchased either product. This meets the criteria for a major failure under section 260(a) of the ACL.

4. Failure to Remedy Within a Reasonable Time Samsung has had over three months to repair the products, with multiple service delays and unsuccessful repair Under the ACL, if a repair is not provided within a reasonable time, the consumer is entitled to reject the goods and request a refund (section 259(3)). ________________________________________ Summary of Failures Category Description ACL Clause Misrepresentation Products advertised as quiet s.260(a) Unfit for Purpose Excessive noise prevents household use s.55 Not of Acceptable Quality Defective operation from purchase s.54 Failure to Remedy Months of failed service attempts s.259(3) Major Failure Would not have purchased if aware s.260(c) ________________________________________ Requested Resolution Given the ongoing unresolved issues, failed repair attempts, and multiple breaches under the Australian Consumer Law, I am seeking: - A full refund for both the washing machine and dryer, including any delivery or collection costs incurred. - Confirmation of collection and refund arrangements within 7 business days.

Given the lack of appropriate response from Samsung I have today lodged a formal complaint with Consumer Protection WA and the ACCC under the Australian Consumer Law Major Failure provisions. ________________________________________ Additional Note on Corporate Conduct Samsung’s own stated values include People, Excellence, and Integrity. The lack of accountability, conflicting information, and use of “call-out charge” deterrents directly contradict these principles and undermine consumer trust. ________________________________________