We purchased a washer in November and at the end of June it stopped working in the middle of a wash cycle. The error code was failure to drain. I spend an hour looking for a filter. My wife called tech support and there is not filter. Tech support told us we would receive a phone call within 48 hours to schedule a technician to fix it. 48 hour passed and no one called. My wife called. The customer support people were very rude to her and after three hours on the phone, she was told they did not have anyone in our area to fix our washer. Instead, they would refund our money because it was still under warranty. She was told Samsung would take care of the unit disposal. She gave the customer no-support person the serial number and model number. She was told it would take two business days to process. Two days passed and nothing. My wife called back and was on the phone for another 4 hours. She was informed that we would be responsible for disposal of the unit, not Samsung. They also told her they needed a photograph of some stickers on the machine plus the bill of sale. She provided all the required items. Then they told her they needed the cash register slip from when we purchased the unit. Even though we had a bill of sale. My wife went to Home Depot and they helped her out. She sent all the documents requested and was told another 2-5 business days to process. We scheduled someone to pick up the broken washer. Five business days later we did not hear from Samsung. My wife called and was on the phone another three hours. She had to send all the documents a second time. Then she was told we could not dispose of the unit until the refund process was completed or our refund would be voided. They told us another two days. Two days passed and no one called us. My wife called again and was on the phone another three hours. She was told we had to open an account with Citibank to get our refund. The next day I called and Samsung said we were misinformed. We had to use a Citibank App to get our refund. My wife and I attempted to set up the app but it had issues. Four hours later it was still not set up, even with the assistance of Samsung. Two days later we had to call again. This time the app worked. We selected direct deposit. After words the refund was showing as a check. We called again and were assured it would not be a check but deposited into our account. Again, we were told it would take two business days. Two days passed and nothing. We called again. We were told it was sent to our account. There was nothing in our account. Five hours later on the phone, Samsuck told us it would be deposited in a mater of two days. Sigh...really? I filled out a complaint with BBB and some supervisor called us the next day. She told us it would be settled and told us we would hear from her on Monday. Monday came and went...guess what...no phone call! My wife called and was on the phone for another four hours. The person who promised to call told her we would be issued a check because they have a new refund system and are using a new bank. On July 25th 2020 customer no-service told my wife the check was sent on July 16th. It is now July 29th and no check. We are now looking for an attorney to take care of this. DO NOT purchase anything from this so called company. Samsuck has the worst customer service ever. We still have a broken washer, no refund, out time and money because of weekly trips to the laundry mat.