Page last updated 5 October 2015

What models are affected?

They are all top loaders and the numbers are: SW75V9WIP/XSA; SW65V9WIP/XSA; SW70SPWIP/XSA; SW80SPWIP/XSA; WA85GWGIP/XSA and WA85GWWIP/XSA.

I had my machine repaired as part of the recall – do I need to do anything?

We understand there has been at least one fire in WA involving a ‘reworked’ machine and there have been at least 17 fire incidents elsewhere in Australia linked to repaired top loaders covered by the recall.

Consumer Protection recommends that you consider seeking a refund or replacement with a like-for-like model that is not subject to the product safety recall.

Alternatively Samsung can provide a free independent audit of the ‘rework’ to ensure that it has been carried out correctly. 

Can I continue to use my machine while I decide what to do?

Consumer Protection recommends that you cease using the machine and make alternative arrangements e.g. use a friend or relative's machine, a laundry service or even hand washing, while you seek a refund or obtain a replacement model that is safe.

I don’t have my receipt any more – what do I do?

Proof of purchase can be a receipt if you have one but can also be a credit card statement showing the transaction, a delivery docket or something similar.

If you don't have proof of purchase, try the retailer to see if they can pull up your transaction on an electronic record keeping system e.g. by using the number of the card that you bought the product with.

If that doesn't work out, contact Samsung directly by calling 1800 239 655 (8am – 8pm AEST every day) or email wm.samsung@samsung.com

I bought the machine second-hand – how do I get a remedy?

Contact Samsung directly and ask for a replacement with a like-for-like model that is not subject to the product safety recall rather than seeking a refund.

Call 1800 239 655 (8am – 8pm AEST every day) or email wm.samsung@samsung.com

I received the machine as a gift – what should I do?

As a gift recipient, you have the same rights under consumer law as the person who made the purchase. You just need proof of purchase. This can be a receipt if you have one but can also be a credit card statement, delivery docket, invoice or something similar.

Ask the person who gave you the gift whether they have the receipt or another form of proof of purchase, or if they can give you the name of the retailer and the card number used to pay for it.

If you get the proof of purchase, seek a refund or replacement (a like-for-like model not affected by the recall) from the retailer.

If you find out transaction details, try the retailer to see if they can find the purchase in an electronic record keeping system.

Failing that contact Samsung directly by calling 1800 239 655 (8am – 8pm AEST every day) or email wm.samsung@samsung.com

If you cannot obtain a refund, or a replacement that is like-for-life but not affected by the recall, contact Consumer Protection. 

I have moved to another state or NZ and brought the machine that I bought in WA with me – how to I go about getting a replacement or refund?

Contact Samsung Australia directly (call 1800 239 655 or email wm.samsung@samsung.com) as the recall applies across the whole of Australia and New Zealand. If you cannot negotiate a refund or replacement you should contact your local fair trading or consumer protection agency.

Contact:

• Australian Consumer Law regulators
• Consumer Affairs New Zealand

While you could approach the retailer where you bought the product from to facilitate a refund electronically this would not deal with the issue of removing the machine from your home.

Samsung is only offering me a machine repair – can I insist on money back or an exchange?

Consumer Protection’s view is that you can choose the remedy because we see this is a major failure and under the Australian Consumer Law the consumer gets to decide on a refund, replacement or repair when the product fault is classed as a major failure.

If you are denied a choice then please contact us to assist and so we can ensure your case is looked at in more detail.

Consumer Protection’s phone number is 1300 30 40 54 or email consumer@commerce.wa.gov.au

If I get a refund, the new machine I want is hundreds of dollars more than I paid for my Samsung machine a few years ago – who pays the extra money?

You can take a refund and shop around for a new machine that fits your budget or if you prefer you can seek a like-for-like (Samsung) replacement that is not subject to a product safety recall.

I don’t have my receipt and the retailer has offered me a 50% refund – what are my options?

Without proof of purchase the retailer is not obliged to give you money back or an exchange but it’s a different story for the manufacturer. If the refund offered by the retailer is not acceptable to you contact Samsung directly to seek a refund or replacement.

I have my receipt but the retailer has offered me a cheaper model or machine of different specifications as a replacement – do I have to take it?

No, you are entitled to like-for-like replacement. For example a consumer with an 8.5kg machine does not have to accept a 6.5kg machine and the replacement should be a top loader not a front loader. If the original machine did not have an agitator then the replacement should not have one either.

Approach the retailer one more time and if you cannot achieve a resolution contact Samsung directly to seek a refund or replacement.

If you are unsuccessful come to Consumer Protection.

Consumer Protection’s phone number is 1300 30 40 54 or email consumer@commerce.wa.gov.au

Do I get a warranty with a replacement machine?

Australian Consumer Law consumer guarantees apply.

I got a refund but my machine has not been collected, can I put it out on the verge for bulk collection or advertise it via online classifieds, such as Gumtree or eBay?

No. Not under any circumstances.

These machines are unsafe and could cause a fire that destroys a home or kills someone.

The recall is about removing the top loaders from homes not moving the problem from one house to another.

Consumer Protection is monitoring online classifieds and the second hand marketplace in general but it is difficult for us to be everywhere so the best action is for these machines to be disposed of responsibly.

Consumers can report recalled machines for sale by sending the link to the advertisement or details on email: consumer@commerce.wa.gov.au

If you have a recalled machine that has not been collected by Samsung please contact Consumer Protection by calling 1300 30 40 54.

It may be acceptable to just cut the cord off so that the machine cannot be used again and call your local council to find a recycle centre or scrap metal merchant so that machine can be destroyed.

Burned Samsung top loader in Parmelia

DFES WA