DW80M2020US racks - They got rusty TWICE within 4 years

[konmic]

We purchased the dishwasher (DW80M2020US; S/N: ***943D) in 2018, alongside several other Samsung appliances. In less than 2 years, both racks developed rust in several spots. Samsung service back'ed-up their faulty product, and sent us a new set of racks, despite the D/W was outside the 1-year window. So far so good. BUT, 1.5 years forward, rust developed again, this time in the new set of racks. Within 4 years, 2 racks got rusted. 

After a week of talking to Samsung service, and upon hearing ambiguous answers, I was finally told that they cannot send us new racks because "they changed their policy" and sending new racks is something that can be done once. I am not sure if Samsung needed to change their policy, or the quality of their product. One can easily find stories similar to ours - where racks get rusty within 1-2 years. Samsung is right in saying that the racks are out of warranty (although I am completely confused as to which models are covered by their 5-year warranty and which models are not), but it is definitely not right in producing a product that they have enough evidence about it being faulty - and letting their customer pay for it. If the intention is to sell a product that is good only for 1-2 years, then they should state this explicitly. I will think twice before purchasing a Samsung product again. 

[Nylah]

Hi, we sincerely apologize for the inconvenience caused to you.

We can understand your situation.

As beginner level 1 doesn't have access to DM and cannot share the details via DM.

We kindly request you to contact our Online shopping team.

So, they will help you with the details.

https://www.samsung.com/ca/support/contact/#contactinfo

[Carolan]

I purchased the same dishwasher from Best Buy in 2019 and the racks started rusting about June of 2022.  I had used it for 3 years.  I contacted Samsung at that time and was informed they couldn’t help. I emailed customer service about a week ago got no response so I emailed them again. When they finally wrote back I was on the telephone with the customer service department.  I was provided a link to order the racks (at the cost of a new dishwasher). However if I chose not to order the racks at my expense, (exactly as written in the response. “If you do not wish to proceed with part purchases, this may be a great time to upgrade/replace the current dishwasher.”  Really??  This is the worst customer service.  Our racks rusted out so you can’t use them so buy a new dishwasher! I am so frustrated! 

[cind1]

Hi, was there a resolution for this from Samsung in the end? I have a similar issue - used dishwasher for less than 3 years (i only run it every other day so really i would say its used for 1.5 years at most) - and racks are rusted already! Tried calling samsung and ofcourse i am outside the 1 year warranty period and they quoted me a price for the racks which is almost the price of a new dishwasher! 

[Carolan]

I purchased the same dishwasher from Best Buy in 2019 and the racks started rusting about June of 2022.  I had used it for 3 years.  I contacted Samsung at that time and was informed they couldn’t help. I emailed customer service about a week ago got no response so I emailed them again. When they finally wrote back I was on the telephone with the customer service department.  I was provided a link to order the racks (at the cost of a new dishwasher). However if I chose not to order the racks at my expense, (exactly as written in the response. “If you do not wish to proceed with part purchases, this may be a great time to upgrade/replace the current dishwasher.”  Really??  This is the worst customer service.  Our racks rusted out so you can’t use them so buy a new dishwasher! I am so frustrated! 

[mjphx24]

We also purchased Samsung kitchen appliances in May 2019.  The racks on the dishwasher started rusting about a year in.  (and i only run the dishwasher maybe once a week as there are only 2 of us).  Anyway, shortly after that the "tines" or "teeth" or whatever you want to call them, just would break off. 

I went to their website to order a replacement and they wanted like $285 or something like that for the rack!  Are you kidding me!

So now i'm looking elsewhere for a rack to replace the one I currently have. 

I also recently had an issue with a "water leakage" so had to hire someone to come and take a look and fix it.  That was something with the switch.   Couple hundred there.  

I should have just bought a new dishwasher.  Less hassle.  

[Knorman]

Yes Samsungs policy on these defective parts is total BS.  The rack in our dishwasher is completely rusting out but the top rack is fine.  Samsung won’t offer any compensation whatsoever.  Our home is full of Samsung products.  Very disappointed.  At the least I think they’d offer a discount on a new rack