On May 31, 2015 the Whirlpool Duet Steam washer that I paid close to $1500 for (with stand) a little over a year ago, stopped working. It had a load of towels in it that were soaked when I opened the door. So I tried the drain and spin option on the washer and the door locked and then remained locked with a code flashing on the time display.
After my husband and I getting out the owners manual and googling whatever info we could it was late, we were tired, and the washer would have to be dealt with the following day.
On June 1, 2015 I put in a call to your service department. It took me about 10 minutes going through all the prompts of press or say this for that and so on. I am a mom with 4 kids. It’s hard to spend 5 minutes on the phone with a family member let alone 10 minutes trying to get through your prompts and waiting for a person to get on the line.
After verifying all the information with the gentleman on the phone I then had to give the phone to my husband so that the man could then walk my husband through the steps to get the washing machine door unlocked so that we could get the serial and model numbers off the inside of the door. This took about another 10 minutes.
Then the gentlemen put us on hold while he called the appliance place located here in our small little town to set up a service call. Only he didn’t set anything up….instead he just told us that they would be calling us. The rest of the day went by….no call. The next morning…still no call. So then my husband called them only to be informed that they couldn’t be here until June 17,2015 and here it was only June 2,2015. So please explain to me how a family of 6 people are now supposed to go without a washing machine (which runs pretty much every day) for almost 3 weeks?!?!
I would also like for you to explain to me how a washer that is only 14 months old suddenly had a burnt up motor? (Yes my husband figured that much of it out on his own) All of my appliances in this house are Whirlpool and I have now had problems with the refrigerator, the dishwasher, the stove top, and the washing machine. Luckily the problems with all the others fell under the one year, manufacture warranty. But wow…for as much as I paid for all those appliances you would think that they would be a better product. As each of these appliances goes out I will be replacing them with KENMORE. A brand that I had in my previous house and not once in 8 years did I have a problem with their washing machine. I had to leave it in the house because we had to move a long distance and some things had to be left behind. But guess what… it still works because if it didn’t I would have heard from the new owners about it as they have gotten ahold of me for other things. I still have the Kenmore refridgerator that I bought 10 years ago. It’s in the garage as a back up fridge and works like a champ! And as I write this very blog my clothes are being washed in my new Kenmore Elite Washer that I drove 4 hours round trip to pick up and who assured me that they will send a repairman from Reno in a reasonably timely manner if I should ever need one.
Now I am sure you are probably wondering if I cared for the piece of crap Whirlpool washing machine properly and let me assure you that I babied that machine more then I have ever babied an appliance in my life! I only used the (he) brand detergent in it and I used the cleaning tablets and cleaning cycle 2-3 times a month. Only once did the machine have to tell me it was time to use the cleaning tablets.
I don’t understand why a company as big and popular as yourself doesn’t have more ways of getting repairmen to us little people in this little town much faster then almost 3 weeks. Reno is two hours away….why not send someone from there? And not on my dime either. You want to sell your products in Winnemucca, NV then make sure you can back them up! I never had a return call to verify if we had been taken care of and only after tweeting on twitter did I get a response from you wanting my information that I had already given to you in the 20 minute phone conversation on JUNE 1, 2015! Are you trying to tell me that it’s that hard for your corporation to find my information? I also messaged you with my email and phone number but of course no reply. Therefore I am writing this letter in blog form and will be plugging my story into any public social media outlet I possibly can so that other people will be informed on what brand NOT TO BUY when they are in need of new appliances.
I have decided to include these pictures of my stove that can’t be wiped with anything other then a damp soft rag because anything else scratches it. These scratches have been there since about a month after we got it because my teenage son, who was trying to clean something off it, used a kitchen sponge. Do you not realize that we are real people using your appliances? They should be able to withhold some wear and tear.
PLEASE NOTE TO THOSE IN WINNEMUCCA: I want to stress that in no way do I hold Philips Home Furnishings in anyway responsible for what is going on between me and Whirlpool. Philips has always been very good to us and has great customer service. They have fixed stuff before and even followed up to see how it was doing. No complaints about them what so ever. My problem is with Whirlpool Corporation.
One pissed off customer,