|You may have heard that there’s a safety issue with some of our Top Loader washing machines made between 2010 - 2013. This is a national recall that applies to all states and territories.
We first issued the recall in 2013 but there are still thousands of affected machines that are yet to be serviced or otherwise retrieved. If you have an affected machine you are entitled to elect either a free service, refund or replacement.
For further information on your rights please see the Samsung Washing Machine Recall Media Statement.
If you have elected a service please look at our Pre-Rework Fact Sheet.
If you have elected a replacement or refund of your affected unit, please refer to the FAQ section below titled “Can I continue to use my washing machine until I receive a remedy” whilst awaiting receipt of your remedy.
If you have already had your machine reworked please have a look at our Post-Rework Fact Sheet.
Samsung Washing Machine Recall Media Statement – For all media enquiries please contact: SamsungMediaAU@edelman.com
Samsung Media Statement Regarding Progress of Recall Resolutions - 25 May 2016.
| LET US KNOW IF YOUR MODEL IS AFFECTED
Complete the form with your details below so that one of our Product Safety Team Members can get back to you. You can expect to hear from us within the next 5 days.
INSTRUCTIONSHere’s how you can help. Firstly check your own machine. Then, get your parents to check their machines. Get your mates to check their machines. Get your neighbours to check their machines. Get anyone you know who has a Samsung Top Loader to check their machines.
Just follow these easy instructions:
1. FIND THE MODEL NAME
The model name can be found on the back of the machine
2. CHECK IF YOUR MODEL NAME MATCHES ONE OF THESE:
3. LET US KNOW IF YOUR MODEL IS AFFECTED:
|LODGE YOUR DETAILS USING THE FORM
Complete the form with your details so that one of our Product Safety Team Members can get back to you. You can expect to hear from us within the next 3 - 5 days.
Contact our Product Safety Hotline on 1800 239 655, 8am - 8pm AEST, 7 days
Which models are included in the recall and when were they manufactured?Expand
Samsung Electronics Australia has initiated a product safety recall for six models of Samsung top loader washing machines manufactured between 1 February 2010 and 28 February 2013. The following models are affected:
Machines in this model, all manufactured between 1 February 2010 and 28 February 2013, should be serviced. Customers can confirm if they own one of these affected models by checking the 13-digit model code and 15-digit serial number on the back of the machine. If you are unable to locate either of these numbers on your machine, please contact our Product Safety Hotline and one of our agents will assist you.
How can I determine if my washing machine is affected?Expand
The model number of your Samsung top loader washing machine can be found as shown in the diagram below.
If you are in possession of one of the six listed models, you should contact the Samsung Product Safety Hotline on either 1800 239 655 (8am - 8pm, 7 days a week) to determine if your particular machine is affected.
What should I do if my washing machine is an affected model?Expand
If your model number is one of the six listed, you should register your details in the form above or contact the Samsung Product Safety Hotline on 1800 239 655 (8am – 8pm, 7 days a week). If your model is affected, you are entitled to elect either a rework, replacement (with a Samsung washing machine that is not subject to a product safety recall) or refund. The hotline agent can help you through this process.
What is the issue?Expand
Samsung believes that when an affected machine is operated in certain circumstances, there is a chance that moisture may penetrate the electrical connectors of the affected machines, which can cause a fire hazard.
How can I receive a remedy for my machine?Expand
The easiest way to obtain a remedy for your affected machine is to contact the Samsung Product Safety Hotline on either 1800 239 655 (8am - 8pm, 7 days a week). The hotline agent can confirm if your unit is affected, and if so can arrange for a remedy.
Can I continue to use my washing machine until I receive a remedy?Expand
Prior to the rework service being conducted on your affected machine or your receipt of a replacement/refund, Samsung recommends that, as a precautionary measure, you only use your washing machine when you are present or nearby to monitor it. This just means that you shouldn’t leave your home whilst the affected machine is running or leave it to cycle whilst you sleep. If you have any concerns about using the machine prior to receiving a remedy or you notice or smell any smoke, you should immediately turn it off at the power point and contact Samsung.
What if I have an affected washing machine and it has been reworked but I’m not satisfied with the fix?Expand
If you have had your machine reworked but are not completely satisfied you can request a replacement (with a Samsung washing machine that is not subject to a product safety recall) or refund. Simply register your details in the form above or call our Samsung Product Safety Hotline on 1800 239 655.
What does the product safety repair involve?Expand
A quick and free service has been designed to repair affected models. This involves a trained and authorised technician visiting your home to perform a modification to your unit's electrical connector.
If I choose to get a replacement washing machine, will it be the same as the previous recall units?Expand
No. If you choose to receive a replacement washing machine for your recall unit, you will be offered an equivalent top loader washing machine from our current range.
Can I get help installing my replacement washing machine?Expand
Yes, we can arrange assistance to install your replacement washing machine. Please let our customer service representative know when they call you to arrange delivery if you require this.
Our service team can help you to unpack your machine, connect the input water hose to standard laundry taps and plug in the power cable. However, they cannot assist with additional plumbing services.
Do I have to pay for my affected washing machine to be picked up or arrange for it to be delivered somewhere? Do I have to pay for the delivery of a replacement washing machine?Expand
No. If Samsung has arranged a refund or replacement washing machine for you, we will organise to collect your affected washing machine free of charge. Samsung will also deliver your replacement unit for free.
Does my replacement washing machine come with a new manufacturer’s warranty?Expand
Samsung is providing a new 2 year manufacturer’s warranty for all replacement top loader washing machines supplied in connection with the recall. In all cases, this new warranty will commence on the date the consumer receives their replacement unit (further detail below). Consumers who receive a replacement top loader washing machine in connection with the recall can also disregard paragraph IV(B) of the washing machine warranty document provided with the replacement unit; all other terms and conditions continue to apply. In Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. What constitutes a major failure is set out in the Australian Consumer Law.
When do I receive my new unit for the purposes of my new 2 year manufacturer warranty?Expand
Irrespective of whether consumers receive their replacement unit from Samsung directly or from a retailer, the new manufacturer warranty will commence on the day the new unit is delivered. Consumers should keep their delivery documents as a form of substitute “proof of purchase” so that the delivery date can be confirmed in any future warranty discussions/enquiries.
If I choose to get a replacement, can I upgrade from my current washing machine and what are the associated costs?Expand
Yes, you can choose an upgraded model. If you choose a replacement washing machine that is not equivalent to your current model, you may need to pay the difference between the model that is equivalent to your current washing machine and your desired model.
Did Samsung apply the rework to machines prior to sale?Expand
Yes, Samsung applied the rework to 3,746 units prior to sale. If you are dissatisfied with the re-work of your affected unit, Samsung will replace or refund the unit. This includes units that were reworked prior to sale.
How can I identify if my unit was reworked before I bought it?Expand
Units that were reworked prior to sale can be identified by Samsung, using the unit’s unique serial number.
To identify whether a top loader machine was reworked prior to sale, please have the model and serial number available and contact Samsung directly on 1800 239 655. The top loader washing machines will carry one of the six model codes that are subject to the recall:
Does the recall process change depending on which state or territory I live in?Expand
No. This is a national recall and every Australian is entitled to elect a refund, replacement or re-work their affected Samsung washing machine regardless of where they live.
How can I receive and find updates on this recall?Expand
What happens to the affected machine once it’s picked up by Samsung?Expand
Samsung is committed to responsible waste management. The affected washing machines that are returned to Samsung are processed through a recycling facility. Through this process, all metallic components both ferrous and non-ferrous are recycled. All recovered metals are used in future metal making processes.