Consumers complain washer recall fix doesn't work

INDIANAPOLIS -- Call 6 Investigates, the investigative unit of 10News' Scripps sister station RTV6, is digging into a recall impacting nearly three million washing machines that have the potential to explode in your home.

Samsung announced the massive recall after nine people were injured, including a broken jaw, and 733 reports of excessive vibration or tops detaching from the machine.

Call 6 Investigates Kara Kenney found consumers dissatisfied with the recall fix, and some who say their washers are still potentially dangerous even after the repair.

Maxi Duvall of Anderson is one of the nearly three million families impacted by Samsung’s recall.

“It took me by surprise,” said Duvall. “I said, ‘oh my gosh, there’s my washing machine.’”

Duvall was even more surprised when Samsung told her the DISH network would be coming to fix her washing machine.

“I said ‘DISH network? For a Samsung washing machine?’” said Duvall. “I asked a million questions, and I asked ‘is he certified and trained?’ They said ‘he’s been trained.’”

Duvall captured cell phone video of the cable guy installing the fix to her lid, keeping it from flying open and hurting someone.

“So far, so good,” said Duvall.

But Call 6 Investigates found other consumers who said they haven’t been as lucky.

Videos and posts in Facebook groups about the Samsung recall complain about failed repairs, and lids not attached properly.

Call 6 Investigates obtained information from the Consumer Product Safety Commission that shows customers complaining of machines bouncing, even after the technician installed the repair kit.

In Houston, a woman says her washer exploded after the recall repair, puncturing her walls and denting the metal in her washer.

Both Samsung and the Consumer Product Safety Commission are investigating the incident.

Pauline Heal of Indianapolis told Call 6 Investigates her washer still didn’t work after several repairs, including a fix from a DISH Network repairman.

“All I want is for my washer to work again,” said Heal. “I didn’t break it.”

Experts say consumers have a right to be concerned.

At least nine people have reported injuries from the Samsung washers, including a broken jaw, injured shoulder, and fall-related injuries.

A Fishers woman filed a class action lawsuit alleging her Samsung washer “violated exploded” in December 2015.

RELATED | Call 6: Class Action settlement reached in stinky, moldy washers case

Dwight Brewer, a repairman with Turner Appliance in Indianapolis, showed RTV6 the importance of properly installing the recall fix.

Brewer demonstrated how to remove the manufacturer’s screws and replace them with the repair kit’s bracket and S shaped hook, which helps keep the lid secured.

“There’s not going to be any movement where it could fly up and hit somebody in the head,” said Brewer.

Turner Appliance loaned DISH network a Samsung washer to do training on the recall fix.

“I would think they would have appliance repair technicians doing the jobs, but they’re not,” said Brewer. “It’s strange.”

According to Samsung’s website, they utilize DISH, A&E Factory Service, National Service Alliance, and other providers to perform the washer repairs for the recall.

Samsung did not respond to questions from RTV6 about why some recall fixes are not working.

“We have successfully repaired hundreds of thousands of washing machines to date,” said a Samsung spokesperson.  “Our priority is to reduce any safety risks in the home. Our nationwide network of service providers are trained to perform the repair, and allow us to reach consumers as quickly as possible after a repair is schedule. On average, a consumer who opts for an in-home repair is serviced within 7 business days.”

As part of the fix, Samsung washers get stickers warning you about putting bedding into your washer.

Brewer said you should heed the warnings, and avoid putting anything heavy into your washing machine.

“It will make it get all out of balance,” said Brewer. “You should really think about what you’re sticking in there. It’s a 20 pound wet max washing machine, so anything over 20 pounds can cause major damage.”

Brewer said if you should use a laundromat or dry cleaning service for large, bulky items.

Click HERE to find out if your unit is affected by the Samsung recall.

Samsung will offer a free, in-home repair to reinforce the affected washer’s top, a rebate to be applied towards the purchase of a new washing machine --of any brand -– or a full refund for those who bought the machine within the past 30 days.

Contact Samsung toll-free at 866-264-5636 or online at www.Samsung.com.

You can file a report on Consumer Product Safety Commission’s website, saferproducts.go

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