My wife and I have been executive members with Costco since 1999, #823583720000. We have purchased all our appliances from Costco. In the past, they have always bent over backwards to resolve any issues that may arise. This all changed with our last order. We purchased a Refrigerator, Range, Dishwasher and a Washer & Dryer (all Samsung) when we bought our new house. We have had issues with the Fridge and Dishwasher. They took care of the issues. At the beginning of 2024, (January), we started noticing a number of articles of clothes with stains on them. The question became, how did this get stained? Some were new and had only been washed once. WE determined they were coming out of the washer with these new stains. We changed laundry detergent from Tide to Gain, same thing. We stopped using the fragrance beads. Still the stains appeared. (this all took time to go through this process of elimination). In March, I called Costo Warranty/Tech support. The opened a ticket #240618-001755. The sent out a 3rd party company named UNI. They came out, diagnosed the washer as having a cracked drum. They didn’t have a drum in stock so they ordered it. A little over 3 weeks later, they came back out and replaced the drum. All good, right? Wrong. It took another 3-4 weeks for us to notice the problem still existed. Our clothes were still coming out of the washer stained. Noticeable on light colored and white clothes. I called Costco back and I was told that the washer is out of warranty. I explained that is still the same problem that was not repaired the 1st time. They apologized and told me that the ticket was closed. The more I thought about this, the more upset I got. 70% of the stuff we have as furnishings in our home was purchased from Costco. I called them back to talk to someone about this. This isn’t right. When I started the claim, it was still under warranty. It was never repaired properly. WE still have clothes being ruined. And now the tell me, sorry, the washer is out of warranty. I spoke to a nice understanding gentleman on 7/22. He stated that the decision didn’t seem right. He opened another ticket, 240722-000373 and said he would escalate to a supervisor. I received the below response on 7/24: Response By Email (Abelina G) (07/23/2024 06:07 PM) Dear Robert Unfortunately your [Samsung Washer] is Out of Warranty as of [4/26/2024] and there is no Extended Warranty purchased. Our last request of service was set up for Samsung to contact you for repair on 3/25/2024 and an appointment on 3/29/2024. We had not heard back from you on the case, so the case was closed as resolved. We understand that this might not be the news you wanted to hear and do apologize about the inconvenience you are going through. Our warranty coverage is with Citi Bank at this time and the warranty is under their policy history so unfortunately, we are not able to take over or assist with their warranty claim procedure. We hope this information helps a little and thank you for your time. Sincerely, Abelina G Resolution Team Costco Technical and Warranty Services www.costco.com | 866.611.6103 This is unacceptable. A reasonable person would agree that I shouldn’t have to replace a washer every 2 years. I’m not even asking for compensation for the hundreds of dollars’ worth of clothes the washer has ruined. Costco will either take care of this or we will be forced to purchase a new washer and dryer (because you will never match the washer to the dryer now). But if I have to do that, you can bet the purchase will not be made with Costco. I would like a supervisor’s response Robert Norris (909)279-4296