I was watching the news last week and learning about Samsung's problems with phones exploding for no clear reason. Most new products have issues in my experience. The computer industry innocently calls them bugs.
Exploding products is a problem especially when you deliver them in your home. Gas ranges, dishwashers, and laundry can cause more damage than a phone.
So I wanted to answer the question: Are Samsung appliances reliable?
Measure of Reliability
Every year our service department completes over 20,000 service calls. Our formula is service calls divided by sales as a percentage of service within the first year. Then we compare brands and products as we have in various articles for a 12 month period.
We will compare Samsung's service rates to the industry in their major categories: Cooking (not including microwaves, because they do not break in any brand), laundry, dishwashers and French door refrigerators.
BTW, these numbers always change as they are measured on a 12-month rolling basis. Also, we have only sold Samsung for 18 months, so I do not know about the products manufactured before 2014.
Samsung Reliability Numbers October 2015-October 2016
- Front Load Washers: 13 Serviced / 130 sold - 10%
- Top Load Washers: 0 Serviced / 35 sold - 0%
- Dryers: 10 Serviced / 92 sold - 10.4%
Industry average is just over 11%, so Samsung is slightly better. There have been 21 cases of the top load breaking apart due to the rod unfastening. However, 21 out of millions sold since 2011 throughout the country seems relatively small. However, this could be a concern.
- Dishwashers: 4 Serviced / 107 Sold - 3.7%
The average for all dishwashers is about 10.9%, so Samsung is more reliable.
- Gas Cooking: 13 Serviced / 178 Sold - 7.3%
Samsung is serviced about half the average of about 14% in gas ranges.
French Door Refrigeration
- French Door Refrigerators: 71 Serviced / 425 sold - 16.7%
Refrigerators have service rates of 20% or more. Icemakers are the number one service call at Yale. Sending a frozen cube through a cool refrigerator dispenser will cause leaks over time.
16.7% is not great, but still better than the total.
Should You Buy a Samsung Appliance?
People ask me about what to buy all the time on this blog. I always say the same thing. I like what does not break because we have to fix broken appliances.
But I will answer the question on Samsung more directly.
The product seems reliable as the numbers show.
When there are problems, their logistics of parts and technical support are not as easy as a Frigidaire or Bosch. Also, many technicians cannot fix the Korean brands for whatever reason. You may want to check that your dealer can service before you buy Samsung or LG.
However, the product seems to be designed incredibly well. The new induction with the blue LED “flame” is creative, as are the designs of the French doors and front load laundry.
A company who has battled Apple successfully over the years (until recently) cannot be underestimated especially in a staid industry like appliances.
Looking for answers before you buy major appliances? Get the Yale Appliance Buying Guide with detailed profiles of the major brands plus answers to the 10 most asked questions. Well over 185,000 people have read a Yale Guide.