At a Glance:
It's time to revisit Samsung appliance reliability. It's a hot topic, especially for Samsung.
For years, you have seen on this blog service statistics of various brands, including Samsung. This is an update from 2 years ago.
Managing our product portfolio around the repair is a priority for us.
Selling reliable products is better for you. It's also less expensive for Yale as a dealer offering repair.
Selling an appliance with tons of repair is costly.
That's why 95% of all appliance dealers and all the box stores do not offer service.
It's also why we sell the fewest brands than most stores. Servicing hundreds of unreliable brands can't be managed.
However, it seems to be a lightning rod from time to time, especially with Samsung.
The following is a comment about Samsung and our reliability numbers.
“I too am a Samsung appliance survivor. We bought the full set of their high-end crapfest....refrigerator with [a] defective motherboard that leaks and won’t make ice...microwave that comes on by itself and beeps at all hours of the day and night.....dual convection stove with a malfunctioning timer that seems designed specifically to screw up whatever you’re trying to make. And hours spent on the phone with a customer service department whose sole mission, seemingly, is to drive you so completely over the edge with frustration So for all you folks out there pondering the wisdom of purchasing a Samsung appliance, who are you going to believe....Steve ‘Leverage Your Retailer’....I’m not in the tank for Samsung, Honest!’ Sheinkopf, or the multitudes of consumers on here who have ALL shared in virtually identical, awful experiences with this wretched, patently dishonest and corrupt manufacturer?!?! In the immortal words of TV Superdad Mike Brady: Caveat Emptor!”
Well, at least he spelled my name right, and he didn't even buy the appliances with us.
I am empathetic, by the way. I realize he lost two precious resources - time and money. I don't want you or anybody else going down the same path.
First, I don't get paid by Samsung, LG, Whirlpool, or any other brand. Several have offered, but it's not for sale.
Second, I report statistics based on our logged service calls. I don't make it up or massage the numbers.
You get raw data.
If anything, it is unfair to the manufacturer because many calls are user error or purely educational to learn how to use their new appliance.
Third, I keep saying service is essential. When appliances break, you need them fixed. Most days of the week, we will have 30-40% more service calls than deliveries.
You should at least inquire as to who will fix your appliances before you buy them.
You wouldn't buy a car without a service department available, would you? (Do car dealers without service departments even exist?)
Fourth, you should hold your retailer accountable when you have product issues.
You have social media and legal remedies at your disposal, especially in the first year of ownership.
Here is your future problem: The experience in the quote above is not uncommon for this industry.Short on time? Get our free Appliance Buying Guide
There are a few places to buy appliances in Boston and throughout the US offering decent service.
I will give you a list of our competitors worth shopping and a few other places around the country.
Now, let's answer the question at hand: Is Samsung Reliable?
Further, if it's reliable, how do you prevent this same experience from happening to you?
In this article, you will learn about Samsung's reliability, how to find service, and remedies in case you cannot find anyone to service your Samsung appliance.
Are Samsung Appliances Reliable?
Samsung Stainless Steel Kitchen Appliances at Yale Appliance in Hanover
Samsung is statistically one of the most reliable products sold. However, they have a separate set of issues that may be worse.
Unfortunately, Samsung is also now the most widely sold brand in the US. That's one of their main problems because their service can keep up with the exploding sales growth.
They also do not operate a service department. Then again, most brands and retailers do not either.
In terms of reliability, I will show you the service stats of Samsung compared against all their peers - Whirlpool, LG, KitchenAid, Maytag, Blomberg, Bosch, and others by category.
How We Measure Reliability
In 2017, we logged 30,761 service calls. In 2018, that number escalated to 34,687. Last year it was 35,256. That's over 100,000 service calls worth of data within three years.
Our formula is service calls divided by sales for a service percentage within the first year. For this particular article, we're looking at this year to date or January 2020 to September 2020.
Then we compare brands and products using that same formula.
As I have said in many comments, the numbers are straight from the computer.
We will compare Samsung's service rates versus the industry in their significant categories: Gas and electric ranges, laundry, dishwashers, and French door refrigerators.
Samsung's Reliability Numbers
Samsung Front Load Washers
28 serviced | 515 sold - 5.44%
Samsung Front Load Washers at Yale Appliance in Hanover
The industry average is just over 12.49%, so Samsung is better. Whirlpool and LG are better by an insignificant amount.
It is important to note: We do not recommend or sell hybrid washers or top load washers without agitators from any brand.
Samsung had a major recall of those units a couple of years ago.
Front Load Washer Reliability January To September 2020
|Service Qty||Shipped Qty||Service Ratio|
|Speed Queen||6||7||85.71 %|
|LG Electronics||107||1192||8.98 %|
|GE Appliances||54||973||5.55 %|
|Grand Total||238||3360||7.08 %|
Read More: Most Reliable Front Load Washers
94 serviced | 917 sold - 10.25%
Samsung Dishwasher and Kitchen Appliance Package at Yale Appliance in Framingham
The only "Premium" dishwasher with better reliability is Bosch. Whirlpool is lower builder-grade dishwashers.
The better Samsung dishwashers with StormWash are only $549-699 and far less expensive than other similarly featured dishwashers.
Dishwasher Reliability For January To September 2020
|Service Qty||Shipped Qty||Service Ratio|
|Signature Kitchen Suite||1||2||50.00 %|
|Fisher & Paykel||48||147||32.65 %|
|GE Appliances||9||47||19.15 %|
|Cafe Appliances||9||64||14.06 %|
|Bosch Benchmark||10||82||12.20 %|
|GE Profile||7||63||11.11 %|
|LG Electronics||1||17||5.88 %|
|Beko Appliance||15||376||3.99 %|
|Grand Total||971||7686||12.63 %|
Read More: Most Reliable Dishwashers
Samsung Gas Ranges
59 serviced | 805 sold - 7.33%
Samsung Gas Range With Flex Duo at Yale Appliance in Hanover
Once again, Samsung is among the least serviced. We only sell the more featured ranges like their high output burners and double ovens.
The only more reliable ranges are the most basic ranges without clocks and timers.
Gas Range Reliability For January To September 2020
|Service Qty||Shipped Qty||Service Ratio|
|Bosch Benchmark||4||6||66.67 %|
|Fisher & Paykel||3||9||33.33 %|
|LG Electronics||2||9||22.22 %|
|Cafe Appliances||11||72||15.27 %|
|GE Profile||19||138||13.77 %|
|Bosch Appliances||27||236||11.44 %|
|Beko Appliance||2||55||3.64 %|
|GE Appliances||0||51||0.00 %|
|Grand Total||226||1944||11.60 %|
French Door Refrigeration
154 serviced | 583 sold - 26.42%
Samsung French Door Counter Depth Refrigerators With Double Drawers Or Four Doors
Refrigerators typically have service rates of 25% or more. And have the highest repair-rate for any appliance due to their ice makers.
Ice makers are the number 1 service call at Yale because sending a frozen cube through a cool refrigerator dispenser causes leaks over time.
26.42% is not great, but it is still way better than the aggregate. GE looks good, but it's only based on limited data
French Door Counter Depth Refrigerator Reliability For January To September 2020
|Service Qty||Shipped Qty||Service Ratio|
|Signature Kitchen Suite||2||3||66.67 %|
|LG Electronics||7||14||50.00 %|
|Cafe Appliances||18||71||25.35 %|
|Fisher & Paykel||23||107||21.50 %|
|Bosch Appliances||155||782||19.82 %|
|GE Profile||22||114||19.30 %|
|GE Appliances||14||87||16.09 %|
|Beko Appliance||17||121||14.05 %|
|Grand Total||645||2475||26.06 %|
Should You Buy Samsung Appliances?
For style and price, Samsung should be a consideration. They were the first to marry style and affordability.
You can buy a decent suite of Samsung kitchen appliances for under $2,999.
It is hard to believe, but Samsung is now the most popular appliance brand in the US in a brief period.
Their popularity is their problem.
Explosive growth means service issues in the field.
Regardless of reliability, there will be issues with tens of millions of appliances sold, even with a lower rate of average repair.
In certain areas, finding qualified techs to fix Samsung appliances (or anyone's high-end products) is a serious issue.
How To Buy Samsung Appliances
Samsung Appliances at Yale appliance in Hanover
Before you buy a Samsung or any other brand, first understand who will be fixing it.
You may like the features but walk away if you cannot find a good local repair shop to be able to fix them.
How do you find a good shop?
Google and Yelp are great sources of information, as are your friends and family.
Better Business Bureau and various consumer affairs sites are also good references.
Many Ecommerce listing sites whitewash bad reputations and should be skipped.
Read what happens after the sale because anyone can sell a significant appliance, but only a select few can fix the problems after the purchase.
Unfortunately, with a whole kitchen of appliances, you will need service within the first year.
It is best if you consider the service before you buy it.
What Happens If You Need Service?
Yale Appliance Service Technician
In this social media crazy world, you do have some leverage, especially with the first-year warranty.
Most manufacturers have little customer service like the above scenario in the first paragraph.
First, call your retailer. If you bought your appliances from a box store, they do have some influence on the manufacturers to help you.
They sell a good percentage of appliances sold in the US.
Smaller chains and local stores are more sensitive to Google and Yelp reviews. That will be the best route if they are not reasonable.
Legal remedies vary by state. Small claims is a commitment of time just as an FYI, but you could win there if you are patient enough.
Here Is What You Should do:
- Schedule service.
- Go to the store and speak to the manager.
- Write letters to the store and the manufacturer.
- Check with your credit card company to see if they can help
- Write a review detailing your experience - be reasonable and tell them you will update your review when the problem has been fixed.
- Check any consumer protection or lemon laws in your state.
- File for a small claim or take legal action
One year is the key. Many repairs are minor, so have it repaired and then follow the process as best you can.
I realize it's a pain.
Best Appliance Stores Offering Service
(I don’t get around much, so it's a short list).
- Belcher's Appliance Center
- Hunter Appliance
- Poirier Sales
- Bellingham Electric
- Yale Appliance...us
Outside of MA:
- Don’s Appliance
Read More: Best Appliance Showrooms In The Boston Area
Samsung's Supply Problem
COVID-19 has been a problem for the whole appliance industry since March. It has stopped units and parts since December from China.
Now Mexico and the Southern US, where the appliances are manufactured, have been affected.
Finding parts to fix units is difficult. Buying new appliances isn't much better.
So be careful: you may not be able to have your appliance repaired or replaced.
Read More: How To Buy Appliances During A Supply Crisis
From a product, feature, and price standpoint, Samsung is amongst the best.
For reliability, Samsung is, in fact, reliable.
However, Samsung has problems, like many other manufacturers, with service.
Make absolutely certain you have available repair services in your area.
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 520,000 people have read a Yale Guide.
Steve is the third-generation CEO of Yale and a lifelong Bostonian. He currently resides in Boston, one mile from where he was born. Despite being one of the worst goalies of all time, he is a huge hockey fan of college hockey and the Boston Bruins. The love of his life is his daughter Sophie.
Steve has also been featured in numerous publications such as the New York Times, Consumer Reports, The Boston Globe, Bloomberg Radio, and Entrepreneur, for his knowledge of how to buy appliances and appliance repair.
A Note About Pricing