FAILURE consumer service
Complaint
Wen
Country: United States
I purchased a Maytag Electric Range MER7662WS1 in February 2011. Recently, I found many rusty areas on the stainless oven door and on the stainless drawer.
On September 8, I called Maytag at 1-800-688-9900 to complain that stainless steel is not supposed to rust, A representative took initiative to schedule A&E Factory service to come to my house for a warranty repair, and assigned me an ORDER# 40629499. I did not request for this service call and naturally, I regard this is a warranty service or a service of quality check of a product.
On 9/19 a technician came to check the rusty area and confirmed that the stainless steel have rusted and the rust will eat through the plate. The technician called Maytag, and got the answer that Maytag will not pay for his visit because it's not under warranty. The technician then checked the warranty manual, but could find any statement that neither rust is cosmetic nor rust is not covered.
The technician asked me to pay $132 for his 5 minute checking service. I was so upset and called Denice at A&E Factory service at 1-800-905-9505 to bill Maytag directly. She ignored my request, said, I should take it to Maytag.
After couples of hours of waiting, holding & transferring, I explained to 2 Maytag customer service representative twice of my problem, and only to get a "Sorry, it's not covered, it's cosmetic", I insisted talking to a manager and finally got Melinda at Care Solution Team on the line, she too, refused to waive the charge for me and claimed herself a supervisor & decision maker and there's no one above her would resolve this issue.
I emphasized that A&E service call was authorized by Maytag, I did not order the service, who would have thought a service authorized by manufacturer is NOT covered under warranty? Besides, this representative failed to inform me that rust would not be covered, she should have known better. Therefore, I believe the person who initiated the service call to A&E should be held accountable. But Melinda never wanted to agree with this logic and kept saying, " we don't force customer to have home service and that you are liable for the bill.".
She refused to pay for the service and forced me to pay the bill from the mistake they made. She even refused to give out the person's ID # and name who called A&E.
She only documented my complaint, what's the point of their documentation?
If this is the tactic Maytag is using to categorize rust is cosmetic ( if rust can damage material, then you should not call it cosmetic) , and ban customers from claiming the rust damage, so they can use poor quality of stainless steel on their appliances to save the cost, then it's dishonest to advertise that this oven is stainless.
A representative even said, Maytag should have emailed me with the confirmation of service call and noted that it's a non-warranty service, or A&E should have informed me before arrival that the service is not covered. All these were not true, first, I did not receive such email from Maytag or Whirlpool, if MAYTAG would have warned me with non-covered policy such as this, they should have the courtesy to call me too in case emailed was unreliably routed to spam box ( checked there & did not even see any email from them) or in case not read in time. A&E only informed me that they are coming next day, but no such thing as telling me service will not be covered. Even their technician did not know about the non-covered issue, and had to call MAYTAG today to find out.
Should the person who scheduled the service told me that rusty on the stainless panels is not covered under warranty, will I still allow the service call & agree to pay $132 for 5 minute checkup & watched technician leave without performing any repair?
I asked Melinda to let me talk to her supervisor but she said, there's no one can talk to me, and the only way to appeal is to write to the company's executives. The address is: Whirlpool corporate office
553 Benson Rd
Benton Harbor, Michigan 49022
I doubt an appeal will help me at all, I will take this matter to small claim court, I won't let them force me to pay the bill which I'm not at fault.
On September 8, I called Maytag at 1-800-688-9900 to complain that stainless steel is not supposed to rust, A representative took initiative to schedule A&E Factory service to come to my house for a warranty repair, and assigned me an ORDER# 40629499. I did not request for this service call and naturally, I regard this is a warranty service or a service of quality check of a product.
On 9/19 a technician came to check the rusty area and confirmed that the stainless steel have rusted and the rust will eat through the plate. The technician called Maytag, and got the answer that Maytag will not pay for his visit because it's not under warranty. The technician then checked the warranty manual, but could find any statement that neither rust is cosmetic nor rust is not covered.
The technician asked me to pay $132 for his 5 minute checking service. I was so upset and called Denice at A&E Factory service at 1-800-905-9505 to bill Maytag directly. She ignored my request, said, I should take it to Maytag.
After couples of hours of waiting, holding & transferring, I explained to 2 Maytag customer service representative twice of my problem, and only to get a "Sorry, it's not covered, it's cosmetic", I insisted talking to a manager and finally got Melinda at Care Solution Team on the line, she too, refused to waive the charge for me and claimed herself a supervisor & decision maker and there's no one above her would resolve this issue.
I emphasized that A&E service call was authorized by Maytag, I did not order the service, who would have thought a service authorized by manufacturer is NOT covered under warranty? Besides, this representative failed to inform me that rust would not be covered, she should have known better. Therefore, I believe the person who initiated the service call to A&E should be held accountable. But Melinda never wanted to agree with this logic and kept saying, " we don't force customer to have home service and that you are liable for the bill.".
She refused to pay for the service and forced me to pay the bill from the mistake they made. She even refused to give out the person's ID # and name who called A&E.
She only documented my complaint, what's the point of their documentation?
If this is the tactic Maytag is using to categorize rust is cosmetic ( if rust can damage material, then you should not call it cosmetic) , and ban customers from claiming the rust damage, so they can use poor quality of stainless steel on their appliances to save the cost, then it's dishonest to advertise that this oven is stainless.
A representative even said, Maytag should have emailed me with the confirmation of service call and noted that it's a non-warranty service, or A&E should have informed me before arrival that the service is not covered. All these were not true, first, I did not receive such email from Maytag or Whirlpool, if MAYTAG would have warned me with non-covered policy such as this, they should have the courtesy to call me too in case emailed was unreliably routed to spam box ( checked there & did not even see any email from them) or in case not read in time. A&E only informed me that they are coming next day, but no such thing as telling me service will not be covered. Even their technician did not know about the non-covered issue, and had to call MAYTAG today to find out.
Should the person who scheduled the service told me that rusty on the stainless panels is not covered under warranty, will I still allow the service call & agree to pay $132 for 5 minute checkup & watched technician leave without performing any repair?
I asked Melinda to let me talk to her supervisor but she said, there's no one can talk to me, and the only way to appeal is to write to the company's executives. The address is: Whirlpool corporate office
553 Benson Rd
Benton Harbor, Michigan 49022
I doubt an appeal will help me at all, I will take this matter to small claim court, I won't let them force me to pay the bill which I'm not at fault.
Comments
Contact the Complex Litigation Group at 866-779-9610
email: info@complexlitgroup.com
Visit to learn more: http://www.complexlitgroup.com/Rusting-Stainless-Steel-Appliances.shtml