Please assist
Complaint
Philip Durdle
Country: Canada
Mr. Jeff Fettig
Whirlpool Canada
Executive Department
6750 Century Ave.
Mississauga ON
L5N 0B4
Dear Mr. Fettig:
I purchased a Whirlpool front loading washing machine in April of 2011.
I spent extra money on a particular model after being assured by the sales associate that the unit was of exceptional quality.
In November of 2012, I discovered that a load of laundry had been compromised causing several pieces of expensive clothing to be damaged. A piece of the grey rubber door seal had ripped open causing a jagged piece to protrude. Clothing subsequently got caught on this jagged protrusion. The rubber ring ripped and the washer requires repair.
I immediately contacted Whirlpool for consultation on the matter. I spoke to a customer service rep who outright refused to help and eventually forwarded me to her manager. At that time the matter was referred to Ms. Carmen, Manager at Care Solutions.
Carmen advised as follows:
1) I must pay nearly the original cost of the washer to repair the unit
2) The part required is unavailable
3) There is no further way Whirlpool can help me and if my only option is to purchase another unit I should consider doing so
This is outrageous. I am left with no option or recourse other than to spend another $600 plus on a new washer after having bought a new Whirlpool unit just over 18 months ago?
This is the message my situation sends to customers, unless you prove otherwise.
1) Whirlpool cares solely about financial gain and has no concern or service relationship with the customer after the sake is completed, unless the customer pays more money.
2) Should a product fail and Whirlpool does not have the part to repair the product, the customer is not only inconvenienced, but faces hardship with respect to daily household chores and child care as a simple consequence for purchasing your product.
I am now stuck with a fancy Whirlpool unit that is defective and now way to rectify my situation but to purchase a new unit.
I can tell you for a fact, your customer service is substandard and speaks volumes for how customers can expect to be treated from the very moment the payment exchanges hands.
Given these circumstances, what customer in their right mind would purchase a Whirlpool appliance?
I am hoping you prove me wrong and concert me into a customers that willingly and enthusiastically preaches the name of Whirlpool.
Please assist.
Yours truly,
Philip Durdle
Whirlpool Canada
Executive Department
6750 Century Ave.
Mississauga ON
L5N 0B4
Dear Mr. Fettig:
I purchased a Whirlpool front loading washing machine in April of 2011.
I spent extra money on a particular model after being assured by the sales associate that the unit was of exceptional quality.
In November of 2012, I discovered that a load of laundry had been compromised causing several pieces of expensive clothing to be damaged. A piece of the grey rubber door seal had ripped open causing a jagged piece to protrude. Clothing subsequently got caught on this jagged protrusion. The rubber ring ripped and the washer requires repair.
I immediately contacted Whirlpool for consultation on the matter. I spoke to a customer service rep who outright refused to help and eventually forwarded me to her manager. At that time the matter was referred to Ms. Carmen, Manager at Care Solutions.
Carmen advised as follows:
1) I must pay nearly the original cost of the washer to repair the unit
2) The part required is unavailable
3) There is no further way Whirlpool can help me and if my only option is to purchase another unit I should consider doing so
This is outrageous. I am left with no option or recourse other than to spend another $600 plus on a new washer after having bought a new Whirlpool unit just over 18 months ago?
This is the message my situation sends to customers, unless you prove otherwise.
1) Whirlpool cares solely about financial gain and has no concern or service relationship with the customer after the sake is completed, unless the customer pays more money.
2) Should a product fail and Whirlpool does not have the part to repair the product, the customer is not only inconvenienced, but faces hardship with respect to daily household chores and child care as a simple consequence for purchasing your product.
I am now stuck with a fancy Whirlpool unit that is defective and now way to rectify my situation but to purchase a new unit.
I can tell you for a fact, your customer service is substandard and speaks volumes for how customers can expect to be treated from the very moment the payment exchanges hands.
Given these circumstances, what customer in their right mind would purchase a Whirlpool appliance?
I am hoping you prove me wrong and concert me into a customers that willingly and enthusiastically preaches the name of Whirlpool.
Please assist.
Yours truly,
Philip Durdle
Comments
We have a Whirlpool washing machine, (woolmark) (A+A 7kg.) (AWO/D 7010/1
During the washing program stops two to three times can you please tell what is the problem.I,am waiting the answer from you for this problem. Thank you.
Best regards
Carmelo Camilleri