These are challenging times for Samsung. You’ve almost certainly heard about that small problem with some Galaxy Note 7 phones — they spontaneously caught fire. Oh, and then there’s that massive corruption scandal in South Korea.

Less discussed has been the company’s recall on some of its washers. It was issued in November after reports that some machines vibrated so violently that their glass lids shattered. The recall affects many top-loading machines sold between March 2011 and October 2016. To find out whether your model and serial number are on the list, go to samsung.com/us/tlw.

When the problem came to light, Samsung offered affected customers two choices: free in-home repair and a one-year warranty extension, or a rebate toward the purchase of a new machine. The amount of the rebate depends on the model and age of the appliance. Consumers who choose to buy another Samsung washer will receive an extra $150 on their rebates.

But some customers aren’t happy with the process. News reports have pointed to washers that still shake, even after repair. Two local readers contacted me with their own concerns about their interactions with the company. One wasn’t pleased about the long wait for her rebate; another said she spoke with Samsung customer service several times over the course of three months, yet never received the promised call back from a manager.

I reached out to Samsung to find out whether it was experiencing any difficulties processing repair and rebate requests, and what consumers could do to make the process as efficient as possible.

A spokeswoman told me the company has successfully processed hundreds of thousands of requests so far. She did not address the complaints that have been made about the overall process, but Samsung did issue a statement saying, “We are listening to and learning from every consumer’s experience in order to constantly improve our processes.’’

Customers affected by the recall can maximize their chances of getting their repair or rebate in a timely manner by making sure to complete all the required paperwork accurately and completely, the statement added. On average, rebates will arrive four to six weeks after the receipt of completed paperwork. Repairs will be completed in seven days, according to Samsung.

The two readers who wrote to me have both had their problems resolved. The first finally received her check 12 weeks after beginning the rebate process. The second was issued a full refund on her washer after the matter was brought to Samsung’s attention.

Have a consumer question or complaint? Reach Sarah Shemkus at seshemkus@gmail.com.