Customer Service and Product Defect
Complaint
Hunter Hansen
Country: United States
TO THE PERSON READING THIS MESSAGE, I DO HOPE THAT YOU WILL SEND IT TO MR FETTIG. I KNOW HE MUST READ SOME CHOSEN CUSTOMER COMMENTS IN ORDER TO HELP GUIDE HIS CORPORATE PRINCIPALS.
March 9, 2016
Mr Fettig,
I’ll try to be brief. Your customer service department has no authority to solve customer problems. Very, very frustrating as a customer. Summary:
My Whirlpool refrigerator is less than one year old.
Three months ago, the freezer door did not close properly.
The local service company ordered a new, replacement door. Took a month to arrive. It was the wrong door.
A second door was ordered. One more month to arrive. It also was the wrong size.
A third door, after another 30 days arrived and was installed.
Just last week, still within one year of purchase, the fridge side was not cooling.
Local service tech diagnosed as a faulty part that did not automatically trigger defrost cycle.
That new part, per your customer service dept, is backordered and you have no idea when it will be available.
Thus, I have NO refrigeration for my family until this part is located. Nobody knows how long.
That’s the best customer service could do.
Put yourself in my skin. With a family and no refrigeration, I have to buy perishable food daily until this is resolved.
I’m currently retired from a 44 year career in the hospitality industry, having worked all over the world. Early in my career, I heard a quote from Bob Crandal, then CEO of AAL, that stuck with me. He said to his employees that if any of their policies, procedures, rules or regulations get in the way of taking care of a customer, “break the rule”. Great corporate customer service policy for empowerment. Your policy of only repairing a unit while it is within warranty is certainly not taking care of this customer and hugely inconveniencing me with no refrigeration for who knows how long. This refrigerator is less than one year old and has all of the above problems. If it was in your home, I’m sure you would not wait for a part that is backordered but would have a new unit sent ASAP.
I hope you find this customer feedback beneficial.
Should anyone like to contact me, my details in Naples, Florida are:
Hunter H. Hansen
(m) 239-300-8800
email: hunterhardinghansen@gmail.com
March 9, 2016
Mr Fettig,
I’ll try to be brief. Your customer service department has no authority to solve customer problems. Very, very frustrating as a customer. Summary:
My Whirlpool refrigerator is less than one year old.
Three months ago, the freezer door did not close properly.
The local service company ordered a new, replacement door. Took a month to arrive. It was the wrong door.
A second door was ordered. One more month to arrive. It also was the wrong size.
A third door, after another 30 days arrived and was installed.
Just last week, still within one year of purchase, the fridge side was not cooling.
Local service tech diagnosed as a faulty part that did not automatically trigger defrost cycle.
That new part, per your customer service dept, is backordered and you have no idea when it will be available.
Thus, I have NO refrigeration for my family until this part is located. Nobody knows how long.
That’s the best customer service could do.
Put yourself in my skin. With a family and no refrigeration, I have to buy perishable food daily until this is resolved.
I’m currently retired from a 44 year career in the hospitality industry, having worked all over the world. Early in my career, I heard a quote from Bob Crandal, then CEO of AAL, that stuck with me. He said to his employees that if any of their policies, procedures, rules or regulations get in the way of taking care of a customer, “break the rule”. Great corporate customer service policy for empowerment. Your policy of only repairing a unit while it is within warranty is certainly not taking care of this customer and hugely inconveniencing me with no refrigeration for who knows how long. This refrigerator is less than one year old and has all of the above problems. If it was in your home, I’m sure you would not wait for a part that is backordered but would have a new unit sent ASAP.
I hope you find this customer feedback beneficial.
Should anyone like to contact me, my details in Naples, Florida are:
Hunter H. Hansen
(m) 239-300-8800
email: hunterhardinghansen@gmail.com
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