Beware of Samsung Washers. We had a nightmarish experience. Details below. I will never purchase a Samsung product again. We have always admired Samsung as a company and had, until recently, always had a good experience with your products. We own four Samsung televisions and they have been excellent. Based on that, two years ago, we purchased your most expensive washer and dryer from Best Buy. The dryer broke just after the warranty period expired, which was disappointing. The washer, model number WF50K7500AW, has been a disaster. It broke shortly after we purchased it and was repaired under warranty. It then broke again just after the warranty expired and we had it repaired at our own expense. Then, less than 9 months later, it broke again. This time the repair person told us that it could not be repaired because you no longer made the needed part. This was two months again and launched the worst customer experience we have ever encountered. We couldn't believe that Samsung would sell us an $1,100 machine that would last two years, require multiple repairs and then would need to be thrown away so I called your customer support line. Here is the sequence of events: I call in to express concern and ask for help. The rep is friendly and asks me to send in the documentation. I send in all the documents. Then I get a message on our answering machine that you have closed the case? That doesn't make sense so i call back. A friendly rep can't explain why that happened, opens another case and asks me to send in the documentation again. I do that on Sept. 14th. We've now been without a washer approaching two weeks. I never hear back so i call in again. A friendly rep apologizes that there was a system glitch so my case was deleted and doesn't exist, so could i send in all the documentation again. In each case, the calls take 20-40 minutes, which is painful. I escalate to a supervisor which takes another 20 minutes on hold and then have to explain it all over again. She is very apologetic and promises to straighten it all out and call me back. That never happens. I send in the documentation yet again on Sept 24th to our third case number. The rep promises to call back to confirm they have everything they need. They don't so this time I call back to confirm. I speak to Casey. I ask to be sent back to the escalation desk but he makes me go through it all again. Then puts me on a long hold. Then tells me the escalation desk that was supposed to call back is not accepting any inbound calls. I ask if they will call me back? I'm told that no, they only take inbound calls after I go through a front line rep. But in this case they aren't taking inbound calls. (Clearly designed for convenience of escalation desk but not for customers). So I can't ever speak to the nice woman who promised the fix but didn't follow up. Then I get a one line email saying my request for help has been denied. I should have given up. We had picked out a new washer from another manufacturer and arranged delivery from Best Buy. To my lasting regret, I thought that surely Samsung wouldn't treat us this way so decided to call one more time. This was a month ago. I called again, spent twenty minutes with a rep trying to get transferred to the escalation desk. They agreed to put me through and i was put on hold for 45 additional minutes! I had work to do so decided to wait it out and see if anyone would ever pick up. The supervisor finally came on and I had to describe it all over again. After another long hold, he said they would do an accommodation to repair the unit. This was October 2nd. We cancelled the Best Buy order thinking that after a month, we'd have a working washer again. As we had already had a tech out and had sent the documentation in showing the required parts, we asked that the new tech come with the parts. We were told they had to come and do a diagnosis. That cost us a week. They came out and made the same diagnosis we already had and agreed to come a week later to do the repair. The next week they called to say the part was defective and they would have to postpone another week. The next week, they called to cancel again because the part hadn't come in. They set a new appointment for eight days later (today, November 1st, eight weeks after the washer failed. Yesterday, i called to confirm they would have the parts. They confirmed. Today they called to say the part hadn't arrived. I called Samsung back this afternoon in complete frustration. We have gone two months without a washer and spent hundreds of dollars at the laundromat. This has cost us a huge amount of time and even more frustration. Today I called to explain the problem. I spoke to Miko, who was friendly but completely unhelpful. He took over 20 minutes to come up to speed on all the notes then transferred me to your parts division instead of escalation. No one there ever picked up so i called back. I spoke to LaTasha, who couldn't have been nicer but was also one of the people i had spoken to the week before after the last cancellation. She had promised to follow up but never did. She transferred me to Cornelius after a long wait. He apologized but said there was nothing they could do. I asked if I could speak to the head of the department. I was put on a long hold and then Cornelius came back and said no-one was available. I asked for the name was told Theodore was head of the department. I asked if he could have him call me and was told no. I asked how i could get hold of Theodore and was told to call 1.800.Samsung. I explained that Cornelius was the 15th person i had spoken with and how hard it was to get to a supervisor let along anyone else. He was polite but just said that because we lived in Georgia, there was nothing they could or would do. I should also mention that we had talked to Best Buy. Their head of appliances said that Samsung should trade out the machine and called Samsung on our behalf to request that. They never heard back. We have given up at this point and just purchased a machine from a competitor. There were so many opportunities for Samsung to solve this or just been clear at the beginning. At this point it has become a massive stress, a financial disaster and cost us unreasonable amounts of time.