This is my first post of 2025 — thanks for sticking around this year as well.
Right at the start of the new year, my washing machine developed issues that unexpectedly led to a full refund. I’d like to share that experience in this article.
Model and Purchase Details
Here are the model and purchase details. When I called for a repair in January 2025, it had been just under a year since purchase.
Model: Hitachi Big Drum BD-SV120JL
Purchase Date: January 2024
Deep Cleaning Frequency: Once a month (using washing machine cleaner)
I bought this washing machine when I started living on my own, and I did laundry about once every 4 days.
(Fortunately, I started living with my partner in mid-December 2024, so the frequency increased to once every 2 days.)
I went with a heater-type model rather than heat-pump because I wanted my clothes to come out really dry and crispy.
I had used a drum-type washer-dryer at my parents’ house too, and the constant lint filter cleaning after every drying cycle was incredibly tedious, so I specifically chose a “Raku Maintenance” (Easy Maintenance) model that advertises filter-free operation.
Being the J-series, this was the second generation of the Raku Maintenance lineup. The store clerk assured me at the time of purchase that “the filter clogging issues from the first generation have been resolved.”
Symptoms
Poor Drying Performance
Starting around December, I noticed that even after the drying cycle completed, clothes toward the back of the drum were still not fully dry.
Also, the drain filter had almost no lint in it after drying cycles — another red flag.
My workaround was to pull out the dry items and run an additional 1 to 1.5 hours of drying for the rest.
I ran a full deep cleaning cycle (11 hours) during this time, but it didn’t help. I was stuck running an extra 1 to 1.5 hours of drying after every load.
At this point, I figured I’d just call a repair technician to clean the internal filters and that would be the end of it.
Clothing Damage
About a month after the extra drying cycles became routine, an incident occurred in January 2025.
I washed a bathroom mat, and it came out in shreds.
Having used a drum washing machine before, I was always careful not to let clothes get caught in the door. I initially assumed it must have gotten trapped somehow.
Then, during the very next wash, a pair of jeans I’d only owned for two months had the hems torn apart in the same way.
After the previous bathroom mat incident, I had specifically double-checked that nothing was caught in the door before starting the cycle. At this point, I was convinced the machine itself was at fault.
Combined with the drying issues, I contacted the electronics store where I purchased it to request an inspection and repair. They arranged for a technician to come within two days — very prompt service.
I checked the most recent load of laundry for damage as well, and found that a lap blanket had frayed edges. That made three items damaged in total. (Painful.)
The Repair Technician’s Unexpected Offer
The repair technician arrived — a representative directly from Hitachi.
I explained everything that had happened, and the technician ran the machine, partially disassembled it, and conducted a thorough inspection.
After about 15 minutes of testing, the technician asked, “Do you happen to have the receipt?”
I assumed they needed to verify whether it was still within the warranty period, so I grabbed it right away.
The technician reviewed the receipt and said, “Mind if I take a photo of this?” After snapping the picture, they offered me two options: “replacement with a new model, or a full refund of the amount shown on the receipt.”
I never expected such an offer right off the bat, so I was quite surprised.
Since it was so unexpected, I asked the technician a few questions. Here’s what I learned:
*Note: Some of the following includes the technician’s personal opinions. Please treat it as reference only.
– The “Raku Maintenance” drying issues occur even on the improved J-series models.
-> The new K-series models haven’t changed the “Raku Maintenance” mechanism much, so personally, the technician believes the clogging issues will continue.
– Lint sticking to clothes is also a known issue across all Raku Maintenance models.
-> Same mechanism in the K-series, so the technician doesn’t expect improvement.
– While it hasn’t happened yet, there’s a high probability of water leaks occurring.
-> The gasket mounting near the door uses a different plastic component in the H and J series. The K-series has reverted to the traditional metal component, which should resolve this.
– The cause of the clothing damage is unknown.
-> After nearly a year of normal use without incident, suddenly having multiple items damaged is unusual and suggests the machine itself may have developed a defect.
Since I also needed to discuss it with my partner, I asked the technician to give me some time. After talking it over, we opted for the refund and decided to purchase a washing machine from a different manufacturer.
The Refund Process and Timeline
The refund process involved Hitachi sending a bank transfer application form, which I needed to fill in with my bank account details and send back.
They mentioned that internal approval processes could take up to 4 weeks before the money was deposited.
For the machine pickup, they were very accommodating — they arranged to collect it the day before my new washing machine arrived.
In the end, the refund was processed in 14 business days. Since it was a substantial amount and I had already purchased a replacement machine, the quick turnaround was a huge relief.
I had mentally prepared for up to a month given the internal approval process, so the speed of the transaction was genuinely appreciated.
Closing Thoughts
So that’s the story of how my Hitachi drum washing machine ended up being refunded. I hope it was an informative read.
This is just my personal experience, but I hope it can serve as a useful reference for anyone dealing with similar issues.
Google search suggestions for this product line include terms like “defect” and “recall,” which suggests that quite a few people are experiencing various problems with these machines.
The concept of a filter-free dryer is genuinely innovative, and I wish they had spent more time on testing and validation before bringing it to market.
As for my replacement, I went with the Toshiba TW-127XP3. It’s a previous-generation high-end model, and with a 5-year warranty included, I was able to get it for just 20,000 yen more than the refund amount — a solid deal.
For anyone currently shopping for a drum washing machine, I’d recommend going with a heat-pump model from either Panasonic or Toshiba.
(If budget is no concern, Panasonic is probably the clear winner.)
My recommended models
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