Their first mistake was buying Samsung. Least reliable appliance brand across the board in my experience, never known one in my circle of family and friends that were ever problem free. Don't know why people keep buying them.

I specifically sought out a front load model that was recommended by most appliance repair technicians I could talk to or hear from. Most said the model I have is good and they hardly ever have to service it, and when they do it's only minor issues. So we'll see how it goes, but the same method worked great for our last major appliances purchase.

Samsung and LG are different companies.

Yeah funny thing about brands. Someone, somewhere has already had a bad experience. It can be very hard to judge exactly how reliable a brand or specific model is using only hearsay. The key is the actual service rates and statistics by companies that actually do testing of appliances, as well as the people who service them regularly. Otherwise, you'll find it impossible to navigate the sea of complaints and horror stories.