The "quiet drive" motor on our Samsung condenser tumble dryer (DV80F5E5HGW) has become noisy. Samsung say that if it is our fault (abuse), we will have to pay for the repair. How can they prove it is our fault and how can we prove it is not? - HotUKDeals
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The "quiet drive" motor on our Samsung condenser tumble dryer (DV80F5E5HGW) has become noisy. Samsung say that if it is our fault (abuse), we will have to pay for the repair. How can they prove it is our fault and how can we prove it is not?

£0.00 @ Samsung
It is still under warranty (for the motor only). Read More
staffordsaver Avatar
10m, 3w agoPosted 10 months, 3 weeks ago
It is still under warranty (for the motor only).
Other Links From Samsung:
staffordsaver Avatar
10m, 3w agoPosted 10 months, 3 weeks ago
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(19) Jump to unreadPost an answer
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#1
Get your model number post it up here and also do a google search to see if it a known fault, if people have had the same problem here they will let you know.

Then when they turn up you have a little knowledge to fight your corner with :)
#2
Realistically the only thing the end user could cause abuse would be a bent drive shaft due to overloading (but it should have some dumb balancing control to minimise this) or a "burnt out" motor by something getting caught and stopping the drum spinning suddenly.

Op what was the reasoning as to why you were not covered?
#3
under 6 months fault is assumed to be present at point of purchase and seller has to prove otherwise, after 6 months a fault may be user related and user may need to prove otherwise, you can pay a recognised/qualified repair person to check item out, if agreed it is not user related costs can be recouped, if seller still disagrees then small claims court is next step.

your contract of sale is with retailer, you could contact them instead of manufacturer, they could be more helpful.

hope you get it sorted.
#4
sorry, been drinking, re read post.
its very difficult to tell between user damage (over loading) and a faulty component, after 6 months legally a warranty is almost useless, a manufacturer can say its your fault and you have to prove otherwise, most company's are good and don't do this as they air on the side of caution, sounds like the company is just covering themselves, most would say something similar.
this is just my opinion, I'm not an expert in this field.
#5
eternaldragonuk
under 6 months fault is assumed to be present at point of purchase and seller has to prove otherwise, after 6 months a fault may be user related and user may need to prove otherwise, you can pay a recognised/qualified repair person to check item out, if agreed it is not user related costs can be recouped, if seller still disagrees then small claims court is next step.
your contract of sale is with retailer, you could contact them instead of manufacturer, they could be more helpful.
hope you get it sorted.

Good info but I suspect it is much older by "It is still under warranty (for the motor only)."

So my guess is it's older than 2 years for the full warranty but less than the 5 years for the motor warranty.

As you say if Samsung don't want to play ball all you can do is get an inspection report and go down the legal route.
#6
GAVINLEWISHUKD
eternaldragonuk
under 6 months fault is assumed to be present at point of purchase and seller has to prove otherwise, after 6 months a fault may be user related and user may need to prove otherwise, you can pay a recognised/qualified repair person to check item out, if agreed it is not user related costs can be recouped, if seller still disagrees then small claims court is next step.
your contract of sale is with retailer, you could contact them instead of manufacturer, they could be more helpful.
hope you get it sorted.

Good info but I suspect it is much older by "It is still under warranty (for the motor only)."

So my guess is it's older than 2 years for the full warranty but less than the 5 years for the motor warranty.

As you say if Samsung don't want to play ball all you can do is get an inspection report and go down the legal route.


forgot to mention the credit card side, if bought on a credit card they can be held liable for faults, (unless I dreamt that)
#7
Did a service engineer come out to review the Dryer condition or did someone over the phone tell you it was damaged due to your fault ? It's extremely difficult to tell the difference between abuse and a manufacturers defect over the pho e.
#8
Check out http://www.whitegoodshelp.co.uk/noisy-tumble-dryer/
It's rare that the motor will fail on a dryer so I would dig a bit deeper.
#9
How do you know its the motor gone? Much more likely to be a bearing wearing and getting noisy, if thats the case then samsung will charge you as its only the motor covered.
#10
The op said that Samsung said IF it is their fault they will charge. From what has been said nobody has looked at it yet.

Edited By: Peegy on Aug 24, 2016 15:40
#11
Peegy
The op said that Samsung said IF it is their fault they will charge. From what has been said nobody has looked at it yet.


My bad, should of read better :) This is normal for most repairs.
#12
You don't need to prove anything. It's pretty much a catch all for anyone that has dented it, used it like a cement mixer or let water freeze in it.
If you have used it accordingly to the manufacturers approved user instructions then you will be fine.
#13
Thank you all for your comments. The machine is 18 months old. It might be the bearing, as someone suggested, but it is noisy when run empty also. I am concerned that Samsung may insist it is my fault even though we have used it sensibly and responsibly.
#14
staffordsaver
Thank you all for your comments. The machine is 18 months old. It might be the bearing, as someone suggested, but it is noisy when run empty also. I am concerned that Samsung may insist it is my fault even though we have used it sensibly and responsibly.

Hold on, so have they said it's your fault or not? Are you just worrying they will? Have they inspected it? Was a something they informed you over the phone? There is a lot of information missing here.
#15
joshp
staffordsaver
Thank you all for your comments. The machine is 18 months old. It might be the bearing, as someone suggested, but it is noisy when run empty also. I am concerned that Samsung may insist it is my fault even though we have used it sensibly and responsibly.
Hold on, so have they said it's your fault or not? Are you just worrying they will? Have they inspected it? Was a something they informed you over the phone? There is a lot of information missing here.

They have not inspected it yet but told me on the phone that if it is my fault I will have to pay. They won't know until they examine it. My concern is that they can easily say it's my fault and how can I prove otherwise? They have the upper hand (experience, knowledge and possibly the ability to baffle me with technical details).
#16
18 months is not very long. You are worrying too much. Just tell them you followed the instructions. They cant say you are lying.
#17
foes4you
18 months is not very long. You are worrying too much. Just tell them you followed the instructions. They cant say you are lying.
Thanks.
#18
staffordsaver
joshp
staffordsaver
Thank you all for your comments. The machine is 18 months old. It might be the bearing, as someone suggested, but it is noisy when run empty also. I am concerned that Samsung may insist it is my fault even though we have used it sensibly and responsibly.
Hold on, so have they said it's your fault or not? Are you just worrying they will? Have they inspected it? Was a something they informed you over the phone? There is a lot of information missing here.
They have not inspected it yet but told me on the phone that if it is my fault I will have to pay. They won't know until they examine it. My concern is that they can easily say it's my fault and how can I prove otherwise? They have the upper hand (experience, knowledge and possibly the ability to baffle me with technical details).

It is not Samsung who will come out but a service company they use. The engineer will have nothing to gain from lying about the cause of the problem. He just gets paid to look at the machine and fix it. Every single company will say the same thing (if it is your fault you will have to pay). You are worrying over nothing.
#19
It is not Samsung who will come out but a service company they use. The engineer will have nothing to gain from lying about the cause of the problem. He just gets paid to look at the machine and fix it. Every single company will say the same thing (if it is your fault you will have to pay). You are worrying over nothing.[/quote]
Thanks, that is reassuring.

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