A Madison couple purchased smart appliances and were disappointed with how they performed, so they called NBC Connecticut Responds to step in and helped them get the appliances replaced.
Michael McKinnon and his wife are satisfied with their new LG washer and dryer. That wasn’t the case with the Madison couple’s Samsung model they purchased from Home Depot.
“The spin cycle wasn’t getting the water out of the clothes. So, the dryer was running twice as long as it should to get the clothes dry,” Michael explained.
The Samsung appliances were covered under warranty, but even after the couple called the service tech out three times to check out the spin cycle, the problem seemed like a dead end.
“The technician would look at it and say, well, I’ve run the diagnostics, and everything is fine,” Michael said.
The McKinnons disagreed and contacted Samsung who told him over the phone:
“The report that they got back is that the machine is running the way it’s supposed to run,” Michael said.
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Instead of saving money, the McKinnons said it felt like it their new appliance was costing them more.
When they couldn’t get anywhere with Samsung – the McKinnons reached out to NBC Connecticut Responds.
A Samsung spokesperson told NBC Connecticut Responds:
“We regret the experience that the McKinnon family had with their washer. We aspire to have best-in-class service for all Samsung customers and will carefully review the McKinnon family’s experience in an effort to constantly improve our processes.”
Because of our involvement, Home Depot replaced the couples Washer and dryer with another brand, saving them $593.
“We’re sorry for any inconvenience this issue caused the McKinnons and appreciate the opportunity to make it right," a Home Depot spokesperson said in a statement.
“Make sure that you’re getting something that’s going to work for you, because just looking at them in the store, you can’t really tell,” Michael said of his takeaway from the experience.
