07-16-2019 12:59 PM
I purchased a new Maytag washer and dryer on January 24th. On May 28th, 4 months later, the machine does not work. It won't complete a cycle and stops part way and locks up. I paid for the 5 year warranty but because it is less than a year old it falls under the manufacturer's warranty, with Whirlpool. I have been dealing with Whirlpool for a month and a half, had 4 separate repair visits, two where they replaced the washer "brain" and the final appointment with a MASTER technician. On all occasions, it was "fixed" and they left, I washed or attempted to wash my clothes and it stops mid cycle or sooner and locks up. SAME ISSUE!!!!! According to the Best Buy warranty, 3 visits by a repairman for the same issue gets me a refund or replacement. HOWEVER, they will not cover it until the 1st year is up. Whirlpool says they do not replace only repair and offer to send another repair team out. I have tried EVERYTHING to get this resolved. I have spoken to supervisors, managers, and complaint specialists for both companys and still the only thing I have is my next Best Buy Credit Card payment due and another appointment with a repairman. I have to take time from work to meet them, spend money at a laundromat and pay for the machine itself. If I hear one more person tell me how they "Understand my frustration" I am going to SCREAM!!!! Every time I have to call these people it is a headache that lasts from 1 to 3 hours. I called the local store where I purchased the machine and waited on hold for a manager for 53 minutes!!!! I called the GeekSquad last night at 8:15 and I hung up at 8:55 because all it did was ring or sit me on hold with elevator music. Getting a live person in store is impossible!! My situation now, just keep making appointments with Whirlpool for the next 6 months until Best Buy picks up the warranty and THEN MAYBE I might get a replacement. I would rather drop both the washer and dryer off at the store, pay the credit card bill of $2066.00, and NEVER deal with Whirlpool or Best Buy EVER AGAIN!!!! WORST CUSTOMER SERVICE/WARRANTY plan I have ever had to deal with.
07-16-2019 04:29 PM
Hey there, angelmia1,
Thank you for sharing this on our forums, and for letting us know what is going on with your washer repair. To be honest, I'm saving for my own home some day, and while I have not experienced the wonderful world of appliance repairs and warranties, I can empathize with you a lot here. No one expects this to happen when they make a purchase as exciting as new appliances, and I'm sorry for all of this inconvenience.
That said, and I know you've already done so and I apologize for that, the best thing to do going forward would be to call (800) 433-5778 so that Geek Squad can come to your home to diagnose and repair. Once you've done so, please update me here and I can provide any additional help or insight.
I am also able to document this complaint here at the corporate level if you'd like to send us a private message with your full name, email, and phone number. You can do so my clicking the blue button in my signature.
I look forward to hearing back form you,
07-16-2019 05:28 PM