The drum became detached on our new washing machine that I had used sparingly for a little over a year. The experience was extremely frustrating because most customer service contacts were computerized interactions or the representative would not listen - or help. After several tries, Samsung agreed to send out a repairman who reported the washer was irreparable. Samsung tried to avoid the online warranty period, but ultimately refunded our money. My advice is to be persistent and keep ALL RECORDS until you receive your compensation. Once you finally reach a person, you will find a helpful representative. Keep communications open with this person. I will still always buy Samsung televisions! Other appliances, I have not yet made up my mind.