When Grace Maloney of Watertown, Massachusetts kept getting mixed answers from two well-known retailers about her washing machine, she turned to NBC Boston Responds and Leslie Gaydos for help.
Maloney said her old washer had a great run, but the brand new Samsung washer she bought at Home Depot to replace it did not.
"The washer, the first washer failed," Maloney said. "Home Depot did come over and pick it up after many calls and bought a new one."
But her replacement washer had issues, too.
"I went over to Home Depot and said, 'This is the second washing machine from Samsung that's leaking', and they told me, 'you have to call Samsung', which I did call them many times," Maloney said.
She tried to set up a service appointment with Samsung, but she said they told her the serial number was wrong and that the machine wasn't under warranty.
"'It's a brand new washing machine. Why doesn't it have a warranty?'" she said she asked them. "And they said, 'We'll give you an amended warranty.'"
Maloney said she continued to go back and forth between Samsung and Home Depot trying to get the washer fixed.
"The very last time that they called me, one gentleman at Samsung said to me, 'I'm setting up an appointment to come out and check over your refurbished washing machine.' I said, 'I had no idea it was refurbished,'" she said.
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The repairman was a no-show and Maloney was told Samsung canceled the appointment due to the warranty issue.
"This went on for almost a month and a half. I bet I talked to them 25 times. I sent them the papers at least 10 times. I was, like, wrung out," Maloney said.
This is when NBC Boston Responds got involved. A week after we reached out to Samsung, Maloney got a call from the corporate office saying that they were processing her refund for $977.46.
Home Depot told NBC Boston they did not sell Maloney a refurbished washer and do not sell any refurbished appliances. A Samsung spokesperson also insists the washer was not refurbished and that the repairman inadvertently gave Maloney the wrong information.
Samsung also issued this statement:
"We regret the experience Ms. Maloney had with her washer. Her experience was rare among the many Samsung washers sold in the U.S. We have followed up with her to ensure the matter has been resolved to her satisfaction... we are carefully reviewing this experience."
Maloney told us she is beyond grateful for the help from NBC Boston Responds.
"You helped out. You did it. You are my heroes," she said.
If you have a consumer complaint, you can reach us at 1-88-521-NEWS or by clicking here.
