Samsung has assigned additional staff and extended the hours of a hotline for the thousands of customers whose washing machines are subject to a recall.
The company last week announced a product recall of about 36,000 machines in New Zealand due to concerns they were a fire hazard.
On Friday, one of the machines caught fire at an Auckland house, the first one to do so in New Zealand.
In Australia, 15 machines have caught fire.
Samsung's vice president of engineering has flown in from Australia to work with fire safety investigators to detemine whether the fire was caused by the machine fault.
A company spokesperson says customer demand has led to it adding extra customer service staff and increasing its hotline hours. The hotline will now be staffed 6am until midnight, seven days a week.
The company says customer safety is its top priority.
