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Hello, I too have experienced the same with Samsung's support. It is very disappointing and I would highly recommend not purchasing a Samsung appliance. We've had very poor experiences with their washer (top of washer is full of rust after 1 year of use), dryer (requires 2 cycles to actually dry clothes) and refrigerator (ice machine has broken 3x in less than 2 years).<br /> <br /> Their support team promised a full refund of the washer via email. Since that time, the rep will not return emails - and contacts via chat, text and phone are a waste of time. I've literally spent hours trying to get the refund I was promised. Samsung is not a trustworthy company. Buyer seriously beware - just b/c it's a familiar name does not mean they will honor their commitments.