Bad service
Complaint
Kathleen Lovett
Country: United States
I purchased a Maytag microwave from Home Depot and within weeks it developed a high pitched hum once it finished its cycle. I called Maytag and they referred me to their "authorized" repair agents, Fuller's Appliance in Louisa VA. I arranged for someone to be here for the day they came out as I work and could not be at home.
When the service person arrivedhe said that he saw that there was a problem, but would have to come back with a "technician". So I arranged for someone to be here on the next visit. This time they send two guys who think it might be a faulty part, but they need to order the part. They leave saying it could take a few weeks, and Fuller's will call me.
Several weeks go by and do call, so I call them. When I explained the problem to the rude woman in the Fuller's service office. She replies in a vicious tome, "If you didn't hear from us, that means we did not get the part in." I explained that I could not understand how a part for a microwave that was less than a year old could be so hard to get from Maytag. She said, "We have our own supplier, we don't use Maytag." I told her that I would expect that the "authorized" repair center would be using Maytag as their supplier and told her that I would call Maytag myself and have them send the parts.
Maytag sent the part and Fuller's sent two guys out again and they installed it only to find it would not solve the problem. They admitted they were stumped. Again they were going to contact Maytag to find out how to proceed. Again a long wait and no contact. During the wait, the microwave stops functioning completely and I then call Fullers to report the demise of the microwave.
A friendlier man in the service department says he sees copious notes related to my case, and he will review the notes and call me back. Surprisingly, he called me back the same day to say he had bad news. Maytag would not authorize any further repair as the appliance was now "OUT OF WARRANTY". He said he recognized by the dates on the service call report that the problem existed well before the expiration of the warranty and that the initial problem had never been solved, but Maytag would not honor the warranty and I would pay for the call and repair. He admitted that his service team had not followed up with Maytag after the last repair call. Then he suggested I call Maytag to complain. I told him I would not only call Maytag, but the Better Business Bureau in my area and the consumer protection board and the local newspaper's consumer help-line. I am still trying to solve the problem.
When the service person arrivedhe said that he saw that there was a problem, but would have to come back with a "technician". So I arranged for someone to be here on the next visit. This time they send two guys who think it might be a faulty part, but they need to order the part. They leave saying it could take a few weeks, and Fuller's will call me.
Several weeks go by and do call, so I call them. When I explained the problem to the rude woman in the Fuller's service office. She replies in a vicious tome, "If you didn't hear from us, that means we did not get the part in." I explained that I could not understand how a part for a microwave that was less than a year old could be so hard to get from Maytag. She said, "We have our own supplier, we don't use Maytag." I told her that I would expect that the "authorized" repair center would be using Maytag as their supplier and told her that I would call Maytag myself and have them send the parts.
Maytag sent the part and Fuller's sent two guys out again and they installed it only to find it would not solve the problem. They admitted they were stumped. Again they were going to contact Maytag to find out how to proceed. Again a long wait and no contact. During the wait, the microwave stops functioning completely and I then call Fullers to report the demise of the microwave.
A friendlier man in the service department says he sees copious notes related to my case, and he will review the notes and call me back. Surprisingly, he called me back the same day to say he had bad news. Maytag would not authorize any further repair as the appliance was now "OUT OF WARRANTY". He said he recognized by the dates on the service call report that the problem existed well before the expiration of the warranty and that the initial problem had never been solved, but Maytag would not honor the warranty and I would pay for the call and repair. He admitted that his service team had not followed up with Maytag after the last repair call. Then he suggested I call Maytag to complain. I told him I would not only call Maytag, but the Better Business Bureau in my area and the consumer protection board and the local newspaper's consumer help-line. I am still trying to solve the problem.
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