Samsung South Africa
Investigation still going on??

I have a Samsung washer/dryer purchased in Hirsch Centurion in 2009, with 5 years extended warranty.
Intermittently it stops abruptly in the middle of high spin. That caused the tear of the door rubber and some of my clothes. It also tampered with the electronics.
There were 2-3 years of complaints, 7 pathetic Hirsch's services paid with too many days in waiting and topped with their repeated inability and unwillingness to locate the core problem.
So I recorded the problem and put it on a DVD. I sincerely believe it is a manufacturing defect and for that part of my trouble I hold Samsung responsible.
I phoned Samsung Electronics Johannesburg on 20.01.2014. to lodge a complaint and to SEND them the DVD. While Ellen was polite, SHE CLEARLY REFUSED TO GIVE ME A PHYSICAL ADDRESS TO WHICH I COULD SEND THE DVD. Are they avoiding to be confronted with the proof of their appliance's defect? The investigation I was promised can go nowhere without that DVD, as the defect is hardly detectable, yet very destructive.
What I need, and you deny it to me, is admission that there is a big problem with my washing machine and the description of it, given by your skilled technician or engineer.