Back in early November, Samsung, along with the US Consumer Product Safety Commission (CPSC), issued a national recall of its defective 2.8 million washing machines. This is after the Korean-based company had also recalled exploding Galaxy Note 7 phones worldwide. Apparently, a family in Raleigh is unaware of the situation until their own Samsung washing machine exploded recently.

According to a report by ABC 11 News, Patrick Sebastian and his wife Kristen were giving their 2-week-old baby a sponge bath when they suddenly heard a big explosion from their kitchen. Patrick described the sound of the exploding washing machine as “an 18-wheeler truck slamming into our house.” The damage was extreme as the top actually blew off and caused a dent on their heavy dryer.

The married couple later learned online that their washing machine is among the 34 top-loading models included in the said recall. These were the units sold from March 2011 to November 2016. Patrick shared, “They should have called us and/or mailed us something.” The family eventually got in touch with the company. However, they said that Samsung offered to give them a rebate for only a portion of the machine’s cost. The couple insisted that Samsung should provide a full refund so they can use it to buy a new washer and dryer. The reporter from ABC 11 had to step in, which turned out to be successful.

Aside from the full refund, Samsung also reimbursed the sheets that were being washed during the incident. In addition, the company has also agreed to give compensation for the other damages that the defective washing machine has caused the couple. Though the Sebastian family is now “relieved Samsung is taking care of them”, Kristen expressed that they are concerned for other families who are using defective washing machines and oblivious of the recall. She said, “I’m just terrified for other families too.”

Samsung said in a statement to ABC 11 that they are encouraging customers who have product concerns to contact them at 1-800-SAMSUNG. Despite the possible lapse of Samsung by failing to inform the Sebastian family in Raleigh, they reiterated that they have been “moving quickly to inform top-load washer owners about the issue and the options available to them.” Samsung added that they are using their customer service as well as the social media, marketing and in-store communication to reach out to their consumers.

The CPSC already advised consumers last month to contact Samsung for a free in-home repair that include a free one-year warranty extension. Those who are affected can also choose to receive a rebate. They are given the choice to purchase a new washing machine from Samsung or other brands. Samsung is also offering a free installation of the new unit and removal of the defective machine. Or consumers can ask for a full refund if they have bought the washing machine within the past 30 days of the recall announcement.