I purchased a brand-new Samsung dishwasher (DW80B7071US/AA) directly from Samsung.com, and it was delivered by Best Buy. When I opened the box, I discovered that all of the essential installation hardware was missing — the only item included was the kick plate.
According to Samsung’s own installation manual, the following items are listed as “Provided with the dishwasher – check when you unbox”:
Installation brackets
Bracket screws
Protective sticker
Nut connector & seal (¾" fitting)
Hose clamp
Plastic caps
Screws and caps for custom/bespoke panel (if applicable)
None of these parts were included with my unit.
When I contacted Samsung Support, I was incorrectly told that these parts only come if I purchased installation service — which contradicts the online manual. These parts are required for any installation, even DIY, and are supposed to be factory-included in every box.
Instead of helping, support repeatedly directed me to the Samsung Parts Department to buy the missing items, file a warranty, or simply ended the chat. That is not acceptable for a brand-new appliance sold directly by Samsung.
I am posting here because I need Samsung to properly address this as a Missing-In-Box Warranty Issue,
This should be a straightforward issue, and I hope posting here will help escalate it to the right team.
If anyone from Samsung Support can assist, please reach out
Sorry but this is a User to User support community you would need to keep reaching out to support for help with this issue
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Thanks for the responses, but I want to clarify the situation:
This dishwasher was purchased directly from Samsung.com, so Samsung is the seller of record. Best Buy only handled the delivery. Missing factory-included parts are a Samsung warranty issue, not a Best Buy issue.
The installation manual clearly lists the missing parts as “Provided with the dishwasher – check when you unbox”. Since none of those parts were included, this is a Missing-In-Box Warranty Claim, which Samsung is responsible for resolving.
I have already contacted Samsung Support multiple times, but I was repeatedly misdirected to the Parts Department to purchase items that should have been included in the box. That’s why I posted here — to bring attention to an issue that should be handled under warranty, not pushed to another retailer.
If anyone from Samsung can help escalate this to the correct warranty team, I would appreciate it. Thanks.
As I stated above this is only a user to user support community you would need to keep trying with support directly and ask for a supervisor.
If you've found my post to be helpful, Please like my Comments ✓✓✓. If my response resolved your issue, please press the Like and ✓✓✓ to Accept as Solution button.
We would love to assist with this concern as good as possible and understand your frustrations. Please Private Message any moderator by selecting and clicking on the chat option with your full model and serial number to proceed with a review of your account. As previously mentioned, the community operates on a peer-to-peer support model. While our members offer valuable insights and assistance, certain inquiries are best supported by a Samsung directly. We look forward to speaking with you.
