Cooktop broken on install

[rlwebb]

I'm doing kitchen reno and our brand new Samsung cooktop cracked during installation. My contractor called Samsung and they said there is no warranty or help of any kind to get this replaced. We will have to throw away and buy another one.  I'm Very disappointed, is that really accurate? Thanks. 

 

[SolveForce]

Yes, unfortunately that’s accurate based on Samsung’s warranty policy. The standard warranty on Samsung cooktops doesn’t cover damage caused during installation, even if the unit is brand new and hasn’t been used yet. Cracks that happen during installation are considered physical or accidental damage, not manufacturer defects, so Samsung usually won’t replace or repair it under warranty.

That said, here are a few things you can still try:

1. If you purchased Samsung Care+ or extended protection, check if accidental damage is covered. Some plans do include coverage for incidents like this.


2. Your contractor may be responsible. Damage during installation is something they should be liable for — they may have insurance that can cover a replacement.


3. You can try escalating with Samsung support. Politely ask if they can make an exception or offer a discount on a replacement, explaining that the unit is brand new and never used.



It's frustrating, especially when the product is brand new, but your best route now is probably through your contractor or their liability insurance.