Samsung heat pump dryer causing musty smell and warranty dispute

[Jasy66]

I have a Samsung heat pump dryer that I purchased February this year. It has not been used much at all due to the hot weather and it is always cleaned after each use. It has a really bad damp and musty smell that is being absorbed by my laundry. It is even making my house smell. I have contacted Samsung on the advice of Currys about this issue.
Samsung have diagnosed the problem of insufficient cleaning of the bottom filter (by video call). Of course this is apparently our fault even though we have followed the maintenance and cleaning instructions from the user manual that came with the appliance. This filter is a fixed part so cannot be removed for cleaning. We have used the brush they supplied with the dryer.
They have also stated that this issue is not covered by the 10 year warranty so we would have to pay for an engineer and any repairs ourself! We paid over £600 for this dryer and I am so frustrated, stressed and angry. I do not feel that we should be paying repair bills or be left with an appliance that is unusable and not fit for purpose.
The fact that they are able diagnose the reason for a smell problem from a video call is beyond me?
I am at a loss at what to do next, other than buying a new dryer.
We never had any problems with our previous condenser dryer. It just got old and worn out.
I would not recommend this dryer or Samsung because of their lack of support.

No advice on your issue but we have Samsung washer and dryer and I definitely wouldn’t recommend them either! Clothes aren’t washed well and the dryer either doesn’t fully dry or shrinks by over drying!

I have a 5 year old one and just had an overheated PCB 2 months after the warranty expired 🤬 . (Repaired now after a claim with the retailer.)

Do you leave the door shut? If it's a musty smell, it's a moisture issue, especially if closed up for an extended period over the summer.

I know that if I've not used mine much and it is left closed for a period of time, any remaining moisture trapped in lint down the chute and on the condenser fins will eventually smell. I always leave the door ajar now just like with a washing machine.

Are you able to vacuum out the lint against the fins and thoroughly clean the chute leading from the main lint filter to the condenser?

I'd also take out the cover to the condenser for a bit to allow it to dry out. Not suggesting you need to always do this, but it could help with the immediate issue.

Does yours have the sponge microfilter in front of the condenser fins? If it does, the sponge could be holding the smell.

It’s true. I’ve got a Hotpoint one and if it’s not cleaned out properly and the door’s not left open it starts to smell musty. I find a good wipe out with white vinegar and a decent airing sorts it out.