Six Repair Visits in first 15 months!
Complaint
BLCS
Country: United States
I bought a Whirlpool Duet Front Loader in October 2011. I’ve owned the machine for about 15 months. I have replaced the dispenser twice, the electronic door lock (which was backordered for a couple weeks) and now it needs a new motor control part ($200 for the part). My repair man says he sees these machines break down over and over. The fact that Whirlpool didn’t have any door locks in stock tells me they had to replace a lot of these. When the repair man opened the box from Whirlpool the new door lock part was broken too. He had cobble together the good pieces from each part to make a new door lock.
I have had a total of about six weeks without a laundry machine during this period and had to run laundry over to other people’s houses after work and on weekends. Finally, I bought a Roper Top Loader as a back up and am still using it as the motor control part hasn’t arrived yet.
Regarding Whirlpool’s customer service, I am equally unimpressed. I spent over an hour on the phone with Whirlpool, but they will not take the machine back even though it is an obvious lemon. If you want them to stand behind their product you have to buy the extended warranty. From the very beginning of the phone conversation the representative kept mentioning how it’s my responsibility once the warrant is over. She claimed they have an excellent record for quality and it’s rare that this would happen to the machine. So I asked if it’s not common then you should be able to take this one machine back. She said no. After an hour on the phone she agreed to pay for the part but not the labor.
Whirlpool lies about its product being quality and hides behind the legal protection of the warranty. It’s clear that don’t consider the customer’s happiness part of the deal. The inconvenience and aggravation of having to take time off from work to meet the repair man for ongoing repairs and having no working laundry machine for weeks at a time doesn’t come under customer care for this company. I will not be purchasing from Whirlpool again. My conclusion is the following:
• Whirlpool is dishonest. They tout their product to be a QUALITY washer, when in reality they are selling a defective product that repeatedly breaks down in the first year.
• Whirlpool customer service in not concerned with customer satisfaction, but only with legally covering themselves by requiring the customer to buy a warranty. They are not FAIR-MINDED or dealing in GOOD FAITH.
I have had a total of about six weeks without a laundry machine during this period and had to run laundry over to other people’s houses after work and on weekends. Finally, I bought a Roper Top Loader as a back up and am still using it as the motor control part hasn’t arrived yet.
Regarding Whirlpool’s customer service, I am equally unimpressed. I spent over an hour on the phone with Whirlpool, but they will not take the machine back even though it is an obvious lemon. If you want them to stand behind their product you have to buy the extended warranty. From the very beginning of the phone conversation the representative kept mentioning how it’s my responsibility once the warrant is over. She claimed they have an excellent record for quality and it’s rare that this would happen to the machine. So I asked if it’s not common then you should be able to take this one machine back. She said no. After an hour on the phone she agreed to pay for the part but not the labor.
Whirlpool lies about its product being quality and hides behind the legal protection of the warranty. It’s clear that don’t consider the customer’s happiness part of the deal. The inconvenience and aggravation of having to take time off from work to meet the repair man for ongoing repairs and having no working laundry machine for weeks at a time doesn’t come under customer care for this company. I will not be purchasing from Whirlpool again. My conclusion is the following:
• Whirlpool is dishonest. They tout their product to be a QUALITY washer, when in reality they are selling a defective product that repeatedly breaks down in the first year.
• Whirlpool customer service in not concerned with customer satisfaction, but only with legally covering themselves by requiring the customer to buy a warranty. They are not FAIR-MINDED or dealing in GOOD FAITH.
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