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Samsung facing fall out over recall; Customers question safety, effectiveness of repair

Fix fails to repair actual defect
Posted: 11:24 PM, Feb 17, 2017
Updated: 2017-02-17 23:24:11-05

Top loaders shake to the point of shutting down.

In Laura York’s case the washer rattles and shuts off even with the lightest of loads.

Samsung recalled almost 3 million top loading washers in November . The repair plan was announced after 700 reports of excessive vibration or the lid blowing off causing 9 injuries.

Michael Basich of Michaelson's Appliance Repair showed us how the recall repair works.

There are three different kits depending on the model. Their sole purpose is to secure the top from blowing off the washers when they start vibrating excessively. But some customers complain the fix does not repair the actual defect.

So what's Samsung's answer for the shaking? Warning stickers that caution users to avoid the high spin cycle.

In one case in Houston the washer exploded after the recall repair. The victim says the force punctured her walls and dented both her washer and dryer. Both Samsung and the Consumer Product Safety Commission are investigating. 

Other customers want to know why satellite TV techs who normally install rooftop dishes are showing up to do the repairs.

Michaelson’s says Samsung's recall administrator uses a video to train techs the proper repair. But not everyone is happy.

We found Facebook pages filled with complaints related to the recall.

Still Samsung stands by the repairs telling us:

"Our in-home repair has been tested and validated by an independent engineering firm, and approved by the consumer product safety commission. We have successfully completed hundreds of thousands of in-home repairs."

For those who don't like the fix Samsung offers a partial refund $175 to $275 for washers that cost up to $1500.

Only after we called Samsung on Laura York's behalf did the company offer her a full refund.

Anyone with questions or concerns should contact Samsung directly at 1-866-264-5636 or visit their website at samsung.com/us/tlw .

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