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Maytag Corporation Neptune Series

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Neptune washer and quality problems
Posted by on 10/22/2003
OKLAHOMA CITY, OKLAHOMA -- I should have suspected that I might have made a mistake when I called the local Maytag dealer to complain about a fungus growing in my washer, and was promptly told that if I didn't purchase it at his store, "go somewhere else!" After a long drawn out process, I finally did get Maytag to admit that they had a replacement gasket which "would solve the problem". Well it didn't.
Now I have a spin bearing which is making a loud noise, and we are now expecting to have a large repair on our hands. The Maytag company has built a lemon, and won't stand behind their product, nor fix it.
I spent $1000 for a washer, thinking "dependable quality". My old Kenmore washer had lasted about 15 years. So......I was thinking maybe this Maytag would last a long time, and do a better job of cleaning. Wrong on both accounts!
Stay as far away from Maytag appliances as you can. High prices do not equal high quality and dependability.
     
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Posted by Anonymous on 2003-10-23:
Front loading washers are more repair prone. I wouldn't call it a lemon cause it needs a service call, although, it is frustrating to have an expensive machine needing more then average attention. BTW, There is nothing wrong with a retailer telling you to move on if you didn't buy the product from him. Your not his customer, remember? No matter who makes it, front loaders are complex machines. I have been lucky so far with my 3 year old Neptune (although I do have the mold).
Posted by Anonymous on 2003-10-27:
I agree. My Neptune lasted about 4 years. My problem is that the the hot water would turn on when the machine was not running. After catching this problem before the tub ran over and having it serviced three times, the repairman told me that the problem was fixed and everything was fine. Well, one day I'm laying on my couch and here comes a flood of water through my ceiling. The hot water turned on during a wash in Cold cycle and wouldn't turn off. It overflowed and since my washer is on the second floor it ran through my ceiling. Now Maytag and Sears is giving me a hard time about resolving this issue. I will never again buy a Maytag product nor will I ever buy from Sears again.
Posted by Anonymous on 2003-10-29:
I bought a Maytag Neptune in Jan 2000 thinking I was getting a dependable machine. In June 2003 the company replaced the front door and "boot" because of a problem with trapped water. In September the machine quit all together. Now I am told that the control board and new door latch will cost $250+ and since the part is not available, I will be without a machine for a minimum of 6 weeks. Maytag has offered to pay for 1/2 the cost of parts but I think that this is their fault and they should replace my washer or at least pay for the whole thing. I have an $800 washer sitting at home and I am making several trips a week to a laundromat!
Posted by rich230 on 2004-11-05:
Had the mold problem, the overflow and now a burnt up circuit board.This machine is a lemon. The web is loaded with complaints about this machine and Maytags lack of customer service. They have been sued and settled on all of these problems. As for me, I will file a claim under the class action suit, but have cut my losses and bought a Whirlpool. I will chalk it up to an expensive lesson, and will never give another dime to Maytag.
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Maytag Neptune Front Load Settlement
Posted by Portland Janet on 02/17/2006
My Neptune Front Load machine had multiple problems, including the control board and not spinning. We had to have it repaired five times. The machine stopped spinning correctly about a year ago, but we could not afford to get if fixed as it was no longer under warranty. We held off on buying another machine because we had been assured we would receive a purchase certificate for another machine. So for the last year, we have had to hand-wring our clothes before putting them in the dryer.

After getting the run around for almost a year from Maytag regarding the Front Load Settlement (monthly calls where I would be given incorrect information each time), I finally received my purchase certificate for a new washing machine last week (Feb. 2006). I was VERY frustrated when I noticed that the certificate:

A) was only good for $400
B) was for a TOP LOAD machine
C) had to be mailed in to Maytag with a receipt for reimbursement.

Nonetheless, I went to several appliance stores with my purchase certificate, only to learn that MAYTAG NO LONGER MAKES TOP LOAD NEPTUNES because they were SO CRAPPY they discontinued them. When commissioned sales people discourage you from buying a $900 washing machine, you KNOW it's really bad.

I have been very frustrated with every aspect of this process--the customer service at Maytag has been horrendous, the product has been very faulty, and the "settlement" was inadequate. I tell everyone I know not to buy Maytag appliances.
     
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Posted by ejack053824 on 2006-02-17:
Thats why I only buy GE products.
Posted by Slimjim on 2006-02-17:
Well at least you got that. My Neptune hasn’t broken yet, so I’m out, even if it kaputts tomorrow. Plus that’s really not a bad overall offering to a class member. Usually in class actions, the class (you, me and John Q. Public) get some token promise as settlement that they will change some specific business practice while the attorney’s rake in all the money.
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Excessive Vibrations
Posted by harrg on 02/06/2006
CHILLICOTHE, ILLINOIS -- We purchased our first Maytag in 1965 and happily wore out three sets until we purchased the Neptune MAH8700 Front Load Washer and MDE9700 Dryer in August 2005 . Now, we wish we had never heard of Maytag! We purchased the FL units from the local Chillicothe, Illinois dealer because we expected “hometown” service.

After 6 months of trying to get the washer balanced, having the drum and struts replaced, having a riser upgrade kit installed, having a “second opinion” on why the vibration occurs, and countless phone calls to Maytag Customer Disservice, our “hometown” dealer has abandoned us and we are now dealing directly with Maytag. We are being told that since the unit performs satisfactorily on the dealers concrete floor and not on our wooden floor, the problem is ours and not Maytag’s. Maytag’s Carol Young (telephone: 866-550-5136, ext. 3757), who stated that she works directly for Maytag’s CEO Ralph Hake, stated that she has never heard of a similar customer complaint and would not comment about the washer/dryer being sold and installed for use in our laundry room.

During the “second opinion” visit, the serviceman pointed out that Maytag’s Installation Instructions state (page 4) “For best performance the washer must be installed on a solidly constructed floor. Wood floors may need to be reinforced to minimize vibration and/or unbalanced load situations.” He also stated that, in his opinion, there was nothing wrong with our laundry room floor and that nothing could be done with the floor to correct the problem. He stated that Neptunes should never be installed on anything except a solid concrete floor because they spin at 1100rpm.

We are still contacting Maytag Corporate for either replacement units or a refund. We are also considering legal action with a possible class action suit since most of these high ticket washer/dryer systems will probably end up in an upstairs laundry room and not the basement. In the meantime, our three daughters are now making appliance selections and excluding Maytag because of the poor quality and lousy customer service we have encountered.
     
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Posted by Slimjim on 2006-02-06:
Any washer has always been susceptible to vibration during the spin cycle on wooden floors Wood floors have natural give that can be exploited by a hard spinning washer, even if it is level, and especially a front loader. It doesn’t always happen though. I have a Neptune that’s on the second floor, which is wood, and it is fine. It’s unique to each installation. We had a similar complaint here last month, but not the Neptune. Whatever you do, if some wacky self-proclaimed expert comes along again and suggests putting a RUBBER mat under it, remember why Maytag suggests a concrete floor.
Posted by Anonymous on 2006-02-07:
Disregard Slim's post. Check out this

http://stores.ebay.com/Kellett-Enterprises-Inc

Might just be the fix-it you need.
Posted by Anonymous on 2006-02-07:
http://stores.ebay.com/Kellett-Enterprises-Inc
Posted by harrg on 2006-03-24:
Follow-up to this review.... After finding a direct link to Ralph Hake's office, Maytag has decided to refund 100% on the washer + pedestal; however, they would NOT buy back the dryer.... Now, what does one do with a monstrosity like the Neptune dryer if you don't ever plan to own another Maytag? I'm peddling it for $350 and buying a Fisher & Paykel.
Posted by santorinigirl on 2006-12-01:
I could really use that direct link to Ralph Hakes office. You are describing my same issue and the same models of Neptune washer and dryer.
Posted by fly4kix on 2008-02-18:
I've had numerous problems with my Maytag Neptune eating nickels. They get stuck in the pump and will either stop it cold or rattle around in there until they've destroyed the impeller. $150 later you have a new pump. Thats if you install it yourself. Vibration is a big problem too. Machine is a first generation dog! There is a recall on the machine that involves a band aid fix. Seems the washer leaks and drips down on a circuit board. FIRE HAZARD!!! So instead of fixing the problem, they give you a GFCI (circuit breaker) to attach to the plug. Thats not a fix, that just keeps the house from burning down. I just wonder what happens if a nickel gets stuck in the pump and it catches fire. I'll never buy Maytag of Whirlpool again. My parents have GE uprights and they're great!
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Don't buy from Maytag
Posted by Bob Hutt on 01/31/2006
NEW JERSEY -- I purchased a Neptune frontloading washer and dryer from Maytag because of their old time commercials about the loneliest repairman in town because of their reliability. Well, he died and you can forget that claim.

Last November my washer stopped doing the spin cycle. I called up and they told me it was $130 for a house call. When the technician arrived he immediately told me that there was a class action law suit against Maytag which they had settled.

Unfortunately, I had missed the cut off by a couple of months so it would cost me $400 for a new circuit board and wax seal for the front door. I had never even been notified that there was a problem even though I had registered the unit. I told him to leave and refused to pay for the house call. He told me he would never return again to fix it if I didn't pay him for his 5 minute visit in which he admitted he didn't even have the parts to fix it.

I went ballistic when I called Maytag. Their customer service was awful. I was about to buy a new washer when I received in the mail an extended warranty for one year for $120. I purchased it as a compromise.

I waited the obligatory 30 days before I called for repair service. They schedule the repair and guess who shows up? Yes, that very same technician who said he was never coming back.

Well, he arrives and instead of fixing it, he starts to give me some lip service that they shouldn't have sold me the contract. I asked him if he was in charge of customer service or was he a technician that was going to do his job and fix it. He immediately backed down and fixed the unit. That's what a customer wants to hear - a technician with attitude.

The moral of the story is that Maytag is a shell of the great company it once was. Do not do business with Maytag.
     
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Posted by Anonymous on 2006-01-31:
Yeah, that sounds par for the course. They've had a "linting" problem for years too. At least you got your unit fixed. I've been in appliances for years, and the quality of all brands has only gotten worse.
Posted by Slimjim on 2006-01-31:
The class-action settlment was for those who had certain service problems during the class period, so don't feel bad, since yours came afterword and woudn't have been included. You did, however, stiff the guy for his time to come to the house and determine the problem. It's not a wonder why he had an attitude. He could have easily gone back and reported you bought the warranty with a pre-existing condition, which would not be covered.
Posted by Anonymous on 2006-01-31:
Not so sure about the latter part of your post, Slim. If the company sold the guy the warranty, then they would have to assume all liability of the claim, as THEY initiated the call.
Posted by Slimjim on 2006-01-31:
Warranty renewals usually ask about working condition. Maybe this one didn't, but if you were nthebiz, you should know they usually do.
Posted by Anonymous on 2006-01-31:
I suppose that's as close as you're going to come to admitting you're WRONG!
Posted by Slimjim on 2006-01-31:
I’m sorry if that's what you got from my last post. My intention was solely to point out, in a thinly disguised manner, the fact that you have no idea what you are talking about again. Are we on the same page now?
Posted by Anonymous on 2006-01-31:
apology accepted.
Posted by Anonymous on 2006-01-31:
Slim, your googles are entertaining, if not uninformative.
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Never Buy a Maytag!
Posted by Tedcheese on 04/03/2007
LOS GATOS, CALIFORNIA -- Sad as it is, that Maytag repair guy is lonely but not for the reasons they tell you. My washing machine was recalled but I never heard this, missed the window for claiming the refund from the recall. SO, what does Maytag do? They very politically tell me I'm screwed. But that only after a LONG long time getting to the 'Priority 1' service call line.

Take a short cut, call Maytag Priority 1 customer care directly: 866-403-8969. Note there computers are usually down and it takes 20 minutes on hold to get through but when you do, that's the end of the line.

My washing machine quit, simple enough. Who would expect a $1000 washer to last more than 7 years? To get to where I am, I went through:

1. Maytag's website to find service, which got me to A&E Referral, who scheduled an appointment (took a week). On the day of the appointment, the tech called 15 minutes before the end of the appointment window and cancelled, rescheduled for the following week. So I bagged that and got a local appliance center (Meyer Appliance, San Jose, CA - great folks) to send someone, very next day. He determined a whole host of issues wrong, basically that it was too expensive to fix. The drive motor was the main issue, still under warranty though.

2. Called Maytag. Total 2 hours on hold and transferred etc.

3. Finally got to this priority 1 service line (see above) and, in short, was told they'd do nothing. I spent more money in lost work time trying to get this resolved than the washer was worth (if working, that is!) So I offered them three choices: 1. Give me a depreciated refund or some kind of retribution. 2. Refer me to someone 'up the ladder' who could, or 3. tell me I'm screwed. He chose #3. SO:

BOTTOM LINE: IF YOU BOUGHT A MAYTAG, POOR SUCKER (LIKE ME...)

IF YOU ARE CONSIDERING A MAYTAG, BUY ANYTHING BUT. They don't care about you, and will use a lot of nice political words telling you that they've documented your complaint but in the end you're screwed.

And if its a washing machine, buy a Bosch, they're much more energy efficient anyway, and have several good rebates due to low water and energy use.
     
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Posted by rah332 on 2007-04-03:
i submitted a claim for my Neptune washer and got a $300 credit towards another washer. little good that did because it took a yr for the claim to be processed. i did end up with a Bosch washer. i wasn't going to spend a yr going to the laundromat. now i have the cert and don't intend to use it. Maytag came out ahead. everyone that had a bad experience with their product wouldn't purchase another one and then they don't have to payout on their certificate. what a scam...
Posted by Anonymous on 2007-04-26:
I know this is late,but did you register your product?If not how would they inform you of the recall?
Posted by badmamma on 2007-04-29:
oh ya, one last thought on Maytag Customer Service. You people who have been in hurricanes, floods and tornados. I do have compassion for you, but please don't expect MT to replace your appliance that has been destroyed or damaged by any of the above. Nope, it ain't happening. Don't whine. Its a sad, hard world but don't expect this and then get mad a Maytag and say they don't stand behind their product.
Posted by bgg on 2010-02-21:
Yes, mine recalled also, found out too late. I purchased on sears credit card, and registered the product. Maytag sent the notice, not certified, to house across town, former address. I think if they were serious to tell you and really cared, certified would be the way to notify me. At least they would know I didn't get the letter.... as if they cared.I asked why Sears didn't tell me. They said they sent out a notice as well to all retailers... and I found out sears sent it also to other address. Ok, well I got my SEARS BILL every month and they know that address.... so why couldn't they send me the notice as well? Didn't try too hard. Maytag should still be responsible for the unit , since I wasn't a part of class action suit. ARGH But, sounds like the payment was a big hassle anyway.
Posted by Maria Soto on 2013-07-09:
My washer bought on 2/10 and the motor needs to be replaced. Will never buy another Maytag product, ever!!!
Posted by Donna on 2014-04-04:
I purchased a Maytag about ten years ago. It inky lasted about five years. It kept leaking and I had to have a repairman come out and he charged me $100 just to add a dime size amount of petroleum jelly inside the machine. he said it dries out and then it causes a problem.. I could have had my husband do that for free. Finally after a year of problems with it I bought a Sears washer, My in laws had the Neptune and had to get rid if it a bunch of problems too. My neighbor had a different Maytag and more problems. I will never buy any May-tag anything again!!
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No more Maytag service
Posted by Finishedwithmaytag on 10/20/2007
NEW YORK -- Maytag service is a thing of the past. Since being acquired by Whirlpool all service is passed along to small and unreliable third party providers by a shell company that is not Maytag appliances. What once took a few days to resolve, a simple repair, now takes weeks or months if it ever gets fixed. Customer service is a joke. No returned phone calls, no follow up, referrals to vendors who never pick up the phone, false promises and empty apologies.

This company no longer cares about customer service and I am sure that the new products are just as bad. We have several Maytag appliances and they will be disposed of and replaced as soon as possible.

What a shame another good American company goes down the tubes. GE still has good service so we are back with that product for now.

     
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Posted by Anonymous on 2007-10-20:
bypass the factory,and call where you purchased the units from(unless you bought at a hardware store,home Depot,Lowes.as they do not offer service)
Posted by finishedwithmaytag on 2007-10-20:
The melt down is in the factory service provided by the company. The units in question are covered by Maytag service agreements. Prior to the Whirlpool acqusition all you did was call Maytag and they set up for a Maytag repairman( Maytag employee) to make the repair, everything was done in a prompt professional manner. Now there is no more Maytag repairman just a third party unrelated subcontractor handled through a third party "Maytag" call center under a different corporation,not Maytag sales or appliances. I am positive that I am not an isolated case and that most of the service contract customers are experiencing ths same lack of professionalism and care.
Thanks for your comment . I have notified my suppiliers and they advised me to not buy Maytag and we are purchasing GE appliances and service.
Posted by baby121 on 2008-05-22:
it isnt the customer service that is bad..it is their policies. i dont think it should be blamed on the customer service people..they are only doing what they was told. and regardless if it is maytag or GE, every appliance is going to have its problems..
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The Neptune has shaken my foundation
Posted by Jen80003 on 03/25/2006
I have had serious problems with my Maytag Neptune Front Loading Washer shaking and walking across the floor. At one point in time, it walked six inches to the hot water heater and was slamming into it and the incoming gas line. The repair man's suggestion (which I took) was to move the washer to the other side of the dryer. Then it started slamming into the foundational wall. The repair man suggested I leave a balled up towel wedged between the machine and the wall to prevent "slamming and walking." I did this until one day, during the spin cycle, I saw a crack run across my living room ceiling! After six repair man visits, three canceled visits (canceled by Maytag at the last minute), and yet another Saturday stuck at home coming up for the next appointment, I really just want my money back. This machine has damaged a new linoleum floor as well as causing untold damage to my house's foundation. Even more seriously, I threw my shoulder out hefting the goliath--full of clothes and water--back across the floor when it walked so far as to unplug itself. This washing machine has cost more in lost work time, medical bills, and yet-to-be addressed home repairs than I immagined possible. The customer service is horrible (one Maytag representative actually got belligerent!), the company does not stand behind its products, and the service techs are at the mercy of unseen "supervisors" when it comes to declaring a unit "irreparable" which is the only way to receive a new unit under the warenty. Even the Better Business Bureau couldn't help as the company wouldn't even respond. NEVER BUY A MAYTAG!
     
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Posted by Anonymous on 2006-03-25:
http://stores.ebay.com/Kellett-Enterprises-Inc

This has been a reliable fix-it for a number of our site members.
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Maytag Neptune Frontload Washer
Posted by Merrycarol on 03/13/2006
TEXAS -- So proud was I of my new Neptune washer and dryer in 2001! After awhile, I noted mildew on the washer door gasket, but determined that it was natural since the machine always had a little water in it. I had it serviced once because it didn't drain, but didn't think too much about it because I've had other washers serviced after a couple of years. This weekend, water continued to flow even during the spin cycle, and wouldn't drain. While attempting to find a service provider, I learned about a now-expired class action suit against this company regarding the Maytag frontloaders.

I contacted Maytag, but was informed after a very long run-around that there was nothing they, not I, could do about the problem, and I would have to pay for repairs myself since the case was closed. I sincerely believe that if Maytag cared about its customers, they would stand behind a product that is admittedly defective in design.
     
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Posted by murf on 2006-04-10:
I am a "lucky" one that "won" in the class action suit. I was sooo "lucky" that I received a check from Maytag for about $250.00, and THAT was only good TO BUY ANOTHER MAYTAG appliance with! Ya right, like THAT'S going to happen. $250.00 doesn't go far (especially when this new one will probably repairs right away too).
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Maytag has quality problems
Posted by Greencat on 02/16/2005
GRAND RAPIDS, MICHIGAN -- Maytag is not the same company from 20 years ago. They are involved in a class action law suit becasue they did a poor design that can cost over $300 to repair and they don't care.

My washer is broken and it would qualify for a free repair except the class action is tied up in court so my only option is to do nothing with my washer till the case is settled. Maybe Months.

The door lock cost $15 and when it breaks it will cause $300 of damage. And it will break because the wax motor has a limited life.

The washer will smell and grow mold because the design does not drain all of the water.

I went to Sears to buy a new washer and before I told the salesman that I was not buying Maytag he told me to stay away from Maytag because of service problems.
     
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Posted by Slimjim on 2005-02-16:
I had received notice that in cases, you can have the repairs done and receive consideration once the settlements are reached. Here's one of the sites they gave me for more info. www.maytagfrontloadsettlement.com
Posted by Slimjim on 2005-02-18:
You’re puzzled biz because you don’t have the rudimentary intellect needed to figure from my complaint that I had fixed the system. Now is there anything else I can walk you through?
Posted by Rich2300 on 2005-02-19:
You're just one more on a long list of customers that have been stuck with Maytag front loading washers. They were a bad machine that Maytag has decided to stick us with. I will file a claim with them, but am not expecting much, as they so far have only shown intrest in trying to shirk there responsibility. Read all the posts on this site on Maytag, and you will not find anything but people who were taken for $900- $1000 dollars from a company that brags about thier reliability. As for me, I will never spend another dime on anything Maytag is connected with.
Posted by TXRoadTrip on 2005-02-24:
My maytag dryer works great. My kenmore washer just died - Monday. So I bought a Roper washer - rated fewer repairs in Consumer Reports.
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Maytag Neptune washer constant repairs
Posted by Jcreek on 03/30/2006
WAYNESVILLE, NORTH CAROLINA -- We had to have major repair within months after purchase. The problem was that it wouldn't advance into the spin cycle. It was covered at that time by the warranty and they replaced the door latch and the circuit board. Since that time we are having the same problem with the washer not going into the spin cycle and over the phone, Maytag has diagnosed it as not being part of the recall, even though it is doing the same thing as the first repair. We have also replaced the water control valve three times. We just ordered that part and it is $84.00 for just that part again.

When my husband looked in the back of the washer there is mold around the rubber gasket around the drum. I told Maytag about it, but they said since didn't mention it before it is not covered. I explained that their repair person should have told me. As a woman I wouldn't have any reason to take the back board of the washer off to examine inside.

I am so frustrated with Maytag's lack of concern and doing everything to avoid either repairing my washer or replacing it. We thought when we spent over $1000 for washer that we were getting the best, instead we got. lemon! If anyone can tell me how to resolve this please write/comment on this review.
     
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Posted by Slimjim on 2006-03-30:
Maytag lost their shirt from a class suit and a lot of their reputation, all from this one washer. The door latch was not part of the suit and even though mold was, I believe it's closed and considered settled now. I have one too, and we're in the same boat. Drive it till it dies and by a Whirlpool next time.
Posted by Anonymous on 2006-03-31:
Good job slim on this one, *clap *clap. I've actually heard of some machine owners who leave a back panel removed on different machines to help resolve a mold issue. Nosier yes, but may be worth a try. (tr)
Posted by Slimjim on 2006-03-31:
Really? The mold's mostly on the gasket portioned inside the tub and caused by the water from doing wash loads. How does leaving the back of the washer off help? I must say I've NEVER heard that.
Posted by Anonymous on 2006-03-31:
Ah, you learn a bit everyday here on M3C. Notice that the poster described the mold as evidently visible when her husband removed the back panel. I guess that's where he saw it. Let me know if you need anymore clarification. (tr)
Posted by murf on 2006-04-07:
In 2000 I was told by my Neptune repair guy to get a service contract soon. (new machine!!) 4 or 5 circuit boards later, at Maytag's expense, THAT particular problem went away, although there were other repairs later. The contract was truly a blessing. At one point the contract people became so fed up with my complaints that somehow I got a Maytag warehouse/parts person. He was disgusted with Maytag and said over 600 circuit boards were back ordered on that date ALONE. Maytag just plain stinks in the 2000's.
Posted by jofred on 2006-04-07:
As I sit here and type this I am waiting for the repair man. He was just here last Friday to replace the "computer board" in my 2 month old Maytag FRONTLOAD Neptune washer. Now the bottom of my pedestal is filling up with water and suds when it is washing and draining. Before they replaced the "Computer board" my clothes sat in my washer for 8 days because they couldn't get the door to unlocked. I emailed Maytag and they said they were "Sorry for the inconvenience" WOW thanks alot!!!
Posted by Mollyman on 2006-05-22:
Thanks for posting. I saw one of these on sale and knew to just keep on walking.

thanks a bunch
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