Washer

Voluntary Recall of Select Samsung Top-Loading Washers

Consumer Notice

Samsung Electronics America, Inc., in cooperation with the U.S. Consumer Product Safety Commission (CPSC), announced a voluntary recall of certain top-loading washers manufactured between March 2011 and current production dates. Front-loading washers are not affected.

The voluntary action was driven by reports highlighting the risk that the drums in these washers may lose balance, triggering excessive vibrations, resulting in the top separating from the washer. This can occur when a high-speed spin cycle is used for bedding, water-resistant or bulky items and presents an injury risk to consumers.

Consumers with a recalled washer will be offered two easy choices as part of the recall program. Front-load washers are not affected.

  • The first option is a free in-home repair that includes reinforcement of the washer's top. Consumers who choose the in-home repair will receive a free one-year extension of the manufacturer's warranty, regardless of the age of their washer. The free in-home repair is not available for mid-control washer at this time.
  • The second choice is a rebate that can be applied toward the purchase of a new washer from Samsung or other brand washing machine, along with free installation of the new unit and removal of the old unit. The rebate amount is based on the manufacture date and model of the recalled washer. Consumers who choose a Samsung washer will receive an additional loyalty incentive up to $150 toward their new Samsung washer purchase.

As an added safety measure, all known washer owners will also receive a Home Label Kit in the mail. The kit will include a new control panel guide (excluding mid-control models), two warning labels and step-by-step instructions for applying them to the machine, and a user manual supplement.

Additionally, consumers who purchased a recalled washer in the last 30 days of this recall announcement are eligible for a full refund from their original place of purchase.

Until the repair is completed, the washer exchanged, or the Home Label Kit applied, Samsung and the CPSC are advising owners of the recalled washers to use the delicate or waterproof cycles when washing bedding, water-resistant or bulky items.

Affected Models: This is a recall of certain top-loading washers manufactured between March 2011 and current production dates. Front-loading washers are not affected.

To verify whether your washer is included in this recall, please visit https://pages.samsung.com/us/tlw/index.html.


Frequently Asked Questions


Q: What happens during the service visit?

A: The authorized Samsung field technician will install structural reinforcements to the machine and apply the Home Label Kit if not already applied to the unit to help ensure its safe use. Samsung will also extend the manufacturer's warranty by one year after the completion of the in-home repair.


Q: What are the terms of the manufacturer's warranty?

A: Samsung will extend the manufacturer's warranty 12 months from the date of the completed repair, or one year from the end of the manufacturer's warranty if the washer was purchased within the past year.


Q: What is the exchange rebate?

A: Samsung's exchange rebate is for consumers who prefer to exchange their washer instead of getting the repair. Samsung is offering a rebate for customers based on the manufacture date and model of the recalled washer in exchange for the purchase of a new washer from Samsung or any other brand. Consumers who choose a Samsung washer will receive an additional loyalty incentive up to $150 toward a new Samsung washer purchase.

Consumers who purchased a recalled washer in the last 30 days are eligible for a full refund from their original place of purchase.


Q: How will the value of my washer be determined?

A: The value of customers' washers will be based on manufacture date and model.


Q: What is the Home Label Kit?

A: The Home Label Kit includes step-by-step instructions for applying additional safety information to the machine. It includes a new control panel guide for certain models, two warning labels and a user manual supplement. It also provides additional instructions to ensure the safe use of your machine while you await an in-home repair or take advantage of the exchange rebate.


Q: Will consumers automatically receive a Home Label Kit?

A: Known customers will begin to receive a Home Label Kit in the mail in approximately 14 days. If you do not receive a Home Label Kit or are unsure if you are a known consumer, visit www.samsung.com/us/TLW or call the dedicated toll-free hotline at 1-866-264-5636 8:00 a.m.–10:00 p.m. ET, Monday–Sunday to find out if your unit is affected, and to request this information.


Q: How does the Home Label Kit work?

A: When applied as instructed, the new control panel guide included in the kit will ensure that users select a reduced-speed spin cycle for washing bedding, bulky or water-resistant items. The Home Label Kit also includes two warning labels to apply to the washer as a reminder, as well as a user manual supplement with additional safety instructions.


Q: If I have purchased a Geek Squad® protection plan from Best Buy, what happens to this plan, and can I have Geek Squad complete the required recall-related repairs?

A: Repairs needed on products subject to a recall are not covered by your Geek Squad protection plan. However, your Geek Squad protection plan will continue for your product and will cover other mechanical failures unrelated to the recall and that are not otherwise covered by the manufacturer warranty. You should contact Samsung directly to arrange for the repair needed due to the recall.