I have a 1-year old dishwasher that start failing to drain at 8th month or so. I have created several service tickets and they have been all assigned to the same local service provider because there's no other options. At first, they send technicians but did not try to look into the components of the machine, like weakening pump or so. Instead, they pointed that the external parts like air gap. I took the advice and fixed any potential airgap issue, and I have repeat again and again submitting new tickets and requesting repairs.
In the last 2 tickets, things got worse. I spent over 4 hours on the phone call with the Samsung customer service agents and their supervisors, explaining the situations. All I got is, I need to continue the process until the service provider marks it as "unrepairable" and complete the ticket. However, the service provider just schedules the appointments with me, and then cancels the appointments -- labeling it as "unit working properly"?!?
Is this how the repair service center does the magic now: schedule a (never happening) visit and VOILA the machine fixes itself?
Updates: I contacted with the Advanced Customer Service (supposed to be the escalated case team that stands by the customers). They told me the technicians has not document any problems so they (Samsung) can only assume it's the installation issue, and provide without further assistance. Samsung has no way to make any difference, not even to request the service provider to schedule and NOT cancelling the ticket again?? The agent keeps telling me how the service center is 3rd party and Samsung has nothing to do -- Basically told me to sxck it up and live with it.
Funny thing is that the last technician shared information off-record that there are other households facing the similar issue. They either choose to skip airgap (violating the California regulation codes) or had to use the 1-hour cycle only. Since Samsung has no official guideline admitting or resolving the potential conflict of the airgaps, they cannot put the suspicion in the document. Things become his words against theirs.
Hello Members_HdauDOa, We are sorry to hear about the issue you've experience with getting a service technician out to the home for your draining concern. We would love to look into the matter further and ask for you to Private Message any moderator by selecting and clicking on the chat option with your full model and serial number for review.
