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Fidelia Boldul
Samsung Electronics America, Inc., in cooperation with the U.S. Consumer Product Safety Commission (CPSC), announced a voluntary recall of certain top-load washers manufactured between March 2011 and October 2016.
The voluntary action was driven by reports highlighting the risk that the drums in these washers may lose balance, triggering excessive vibrations, resulting in the top separating from the washer. This can occur when a high-speed spin cycle is used for bedding, water-resistant or bulky items and presents an injury risk to consumers.
As an added safety measure, all known washer owners will also receive a Home Label Kit in the mail. The kit will include a new control panel guide, two warning labels and step-by-step instructions for applying them to the machine, and a user manual supplement.
Until the repair is completed, the washer exchanged, or the Home Label Kit applied, Samsung and the CPSC are advising owners of the recalled washers to use the delicate or waterproof cycles when washing bedding, water-resistant or bulky items.
This is a recall of certain Top-Load washers manufactured between March, 2011 and October 2016. Front Load Washers are not affected. NEW SAMSUNG TOP LOAD WASHERS CURRENTLY SOLD AT RETAILERS ARE NOT AFFECTED BY THIS RECALL.
Our trained network of authorized service providers has already successfully repaired hundreds of thousands of top load washers. Our care team is standing by to assist you with any questions, at 1-866-264-5636. Your average wait time on this line is approximately 20 seconds.
Samsung has a nationwide network of authorized service partners which perform Samsung washer repairs. In addition to their normal service network, Samsung has partnered with several national service providers to assist with this washer recall. These partners include A&E Factory Service, Dish Network, Installs Inc., and National Service Alliance. Technicians from these service providers have been trained to perform the washer repairs for this recall.
Samsung will extend the manufacturer's warranty 12 months from the date of the completed repair, or one-year from the end of the manufacturer's warranty if the washer was purchase within one year. The manufacturer's warranty includes parts and labor for manufacturing defects in materials and workmanship.
Samsung's exchange rebate is for consumers who prefer to exchange their washer instead of getting the repair. We are offering a rebate for customers based on the manufacture date and model of the recalled washer in exchange for the purchase of a new washer from Samsung or any other brand. Consumers that choose a Samsung washer will receive an additional loyalty incentive up to $150 towards a new Samsung washer purchase.The Samsung loyalty amount is reflected in the amount printed on the rebate form as the "Samsung Washer Purchase" rebate amount.
The Home Label Kit includes step-by-step instructions for applying additional safety information to the machine. It includes a new control panel guide for certain models, two warning labels and a user manual supplement. It also provides additional instructions to ensure the safe use of your machine while you schedule an in-home repair or take advantage of the exchange rebate.
Known customers will begin to receive a Home Label Kit in the mail in approximately 14 days. If you do not receive a Home Label Kit or are unsure if you are a known consumer, visit www.samsung.com/us/TLW or call the dedicated toll-free hotline at 1-866-264-5636 8:00am - 10:00pm (ET), Monday - Sunday to find out if your unit is affected, and to request this information.
When applied as instructed, the new control panel guide included in the kit will ensure that users select a reduced-speed spin cycle for washing bedding, bulky or water-resistant items. The Home Label Kit also includes two warning labels to apply to the washer as a reminder, as well as a user manual supplement with additional safety instructions.
Please follow the instructions included in the Home Label Kit. In addition, you can click a link below to view a brief video demonstrating how to apply the control panel guide (overlay) and the two warning labels.
Applying the control panel guide (overlay) and warning labels - Rear Control Washers Applying the warning labels - Mid Control Washers
We have taken several steps to significantly expand our capacity to provide free in-home repairs to consumers as quickly as possible by working with several nationwide service partners. Our nationwide network of authorized service partners all have high rates of customer satisfaction and by working with them we are able to provide in-home service to consumers affected by this recall faster than we traditionally would have been able to. All of our technicians who are supporting this recall have been trained to perform the repair.
The dryer has a thumping noise while running and the drum is cracked. The warranty is expired (because they are extremely short), but this dryer is only 2 and a half years old, so this is really frustrating to have such significant damage on an appliance that has seen normal use and has not been abused. This can easily rip clothes and could strike a fire if lint got trapped in there!!! Any suggestions?
As you can see, I've got a large crack in the drum of my Samsung dryer. It's out of warranty, but we've only had it for about 5yrs I think. This seems like an unusually short period for such a catastrophic failure, which I've never seen on any other dryers I've owned.
It started with the dryer thumping during use, which I attributed to uneven feet. After fixing the feet, it seemed to quiet a little but kept thumping. Taking a peek inside, there was massive damage on the drum (closest to the door) and I can't account for how it would have occurred.
Bough this Samsung dryer model dv42h5000ew/a3 less than 5 years ago and over a year the drum crack and making noise. The crack is now more than 6 inches. After reading many posts related to this issue is clearly a defect on the product. Is Samsung doing something about this issue?
I also have a cracked dryer drum, just like the hundreds of other photos on line that are being avoided by Samsung. There is a law suit I saw about cloths being damaged that was just settled. I just want my (what needs to be recalled ) dryer drum fixed. My first Samsung Dryer have the problems with the rollers, fixed several times and was replaced when the heating element caught fire and I replaced it. Three problems that still exist according to what I read on this forum. Is it normal with dryers to have all these issues? I like my washer and TV's from Samsung. (they are the "new Sony" as my friends say). Why are you dodging the obvious recall on this product? I have now owned 2 Samsung Dryers. My first one have two on the issues that should have been recalls (balance wheels that need replaced every 6 months, and heating element that catches fire). Now I have the cracked dryer drum, same as the hundreds of others(hundreds because that is only how many took the time). Fix my dryer or replace it with an LG. They also make really great products. Are waiting on someone to be burned alive before you fix this obvious recall?
The second choice is a rebate that can be applied towards the purchase of a new washer from Samsung or other brand washing machine, along with free installation of the new unit and removal of the old unit. The rebate amount is based on the manufacture date and model of the recalled washer. Consumers who choose a Samsung washer will receive an additional loyalty incentive up to $150 toward their new Samsung washer purchase.
As an added safety measure, all known washer owners will also receive a Home Label Kit in the mail. The kit will include a new control panel guide (excluding mid-control models), two warning labels and step-by-step instructions for applying them to the machine, and a user manual supplement.
The company is moving quickly to inform washer owners about the issue and the options available to them. Working in partnership with retailers and the CPSC, Samsung is actively informing consumers through direct outreach, including customer service, social media, marketing, and in-store communication.
Consumers who have registered their top-load washer model with Samsung or retailers will be contacted to schedule a free in-home repair. Consumers who are not registered, as well as those who want more information about the exchange rebate, should visit or call 1-866-264-5636.
Update: Samsung has settled a class-action suit related to its recall of 2.9 million top-loading washers. For full details, read "Samsung Settles Class-Action Lawsuit Over 'Exploding' Washing Machines." This story was originally published on November 4, 2016.
How Do You Know Whether Yours Is Included in the Recall?
Look for the model and serial number information on the label on the back of the washer. Then enter your information on Samsung's website to find out if your washer has been recalled.
What Is Samsung Offering?
If your washer is on the recall list you can choose a free in-home repair, available now, that includes reinforcement of the washer's top and a free one year extension of the manufacturer's warranty. This repair option applies to HE top-loaders with a control panel at the back of the machine, not on the front.
Or you can receive a rebate that applies toward the purchase of a new washing machine from any brand and free installation, along with removal of your Samsung washer. Samsung would not specify what the rebates are, but says the rebate is based on the model and date of manufacture. If you choose to buy another Samsung model they'll give you an additional incentive of up to $150. And consumers who have purchased a recalled washer since October 6, 2016, are entitled to a full refund.
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