Whirlpool washer complaint

[MaryMorph]

I'm spreading the word, as I told the customer service rep at Whirlpool I would...

My mother had a Whirlpool washer installed in May 2011. In August of this year, the mother board went out on it. Because it was 3 months over the waranty period, Whirlpool would do nothing about it.

I think that a major part of a washer, like the mother board, should be designed to last more than 15 months. I think this holds even more true when my mom's usage patterns come into play; she's a widow living on her own doing 3-4 loads of laundry per week. To me, this is not an issue of a part breaking, but is instead a defective product in the first place. Whirlpool disagreed, and my mom is out $300.

I won't buy any more whirlpool products, and I would suggest that others not either; they obviously don't stand behind what they make.

Thank you for letting me vent.

mary jo

[amarante]

I would certainly be extremely upset if an expensive part -hell any part - on an appliance failed after 15 months.

Did you try raising your complaint higher than lower level customer service who really aren't equipped to do anything that isn't by the book?

[wallycat]

Can she try phoning again? Sometimes different people handle customer service differently.
Also, did she call Whirlpool directly or the store she purchased it at?
If she bought it at Costco, they take most stuff back regardless of time.
Don't give up...
Escalate the call at Whirlpool and explain how they are giving themselves a bad name.
See if they have a facebook page and post your experience (or tell them you will...)

[LadyWild]

Do some websearches for things like "Whirlpool VP" "Whirlpool CEO" "Whirlpool Board of Directors"

Then, write a nice, but firm email. When you can state names and times of calls to their support teams, its best. Mail letters if you can only find mailing addresses and add a cc to the bottom of the mailed letter with the other people you contact.

I've had this work out for me a couple of times. I've usually tried it at the point I'm about to give up. It sounds like you have a legitimate complaint and most of the time getting that complaint before the right people will get a resolution.

[MaryMorph]

She contacted Lowes who told her (this is an exact quote), "It was your own fault because we offered you the extended waranty and you didn't purchase it." I contacted Whirlpool and they told me that there was nothing they could do about it because she called her regular repair person prior to contacting them about it. I am working my way up the food chain with them right now. I had posted on my personal FB page, but thanks to your suggestions, also went to the whirlpool FB page. I'll keep bugging them; I really think this is cr@p!

[Gumbeaux]

I had a malfunctioning board problem on a Calypso washer. There was a know board problem that wasn't fixed yet, so I couldn't see spending several hundred dollars to fix it and risk having the same problem again. I threw a $1,000 washer that was little more than a year old in the trash. These washers were so bad that they subject to a class action lawsuit. I now have Samsung washer and dryer that I like a lot.

[zwieback]

I would be upset, too. If she purchased the washer on a credit card, you might try contacting the cc company. Many times, a cc company will give you an extended warranty. So, if the washer's warranty was 1 year, the credit card company will give you another year. I had to get a dishwasher fixed once and it was past the manufacturer's warranty, but within the American Express warranty. They paid 100% of the repair bill.

[amarante]

You should continue to pursue it but in my experience, you should have gone directly to the manufacturer when the machine broke rather than Lowes and then to a repair person without authorization from Whirlpool.

This isn't meant as a rebuke but from the corporate point of view, the store selling isn't the one that actually authorizes and funds repairs or has anything to do with manufacturers warranties.

[Beth]

I was one of the lucky ones who had a Calypso that worked well for years, but when it had a problem, their extended warranty (which I decided to buy because I heard about others having problems by the time mine ran out of warranty) required me to use the people they sent to service it. They were the worst of the worst I have ever dealt with. One guy did not speak English and the other crew ordered the wrong part. I had a no-show, a morning appointment that showed up after 7 pm. I was offered a credit towards a new Whirlpool that was too large to fit in my small utility room. I passed and replaced it with another brand, When I bought the appliances for my new kitchen, I kept my word to them and did not buy any KitchenAid or Whirlpool products. They make some good ones, but if you get a problem one, their service is worse than non-existent. Knowing there was none would be better than expecting service or even hoping there could be.

[LakeMartinGal]

I've had a few problems with my Duet Sport, but nothing like y'all have had. The motherboard had to be replaced while still in warranty, and the service man ordered 2, and left one with us! So, the next time, it was just a service call. Then, the dryer is sounding very bad (squeaky), and had the repairman 3 times, but it seems ok, now. Repairs were done by Alabama Power appliance repair, and they guarantee their work, so the second and third time on the dryer, there was no service charge.