After Sales Service Sucks!
PICKERING, ONTARIO -- I am very disappointed in Maytag/Whirlpool after service customer satisfaction!!! We had a problem with our washing machine we could not even do a load of cloths as the machine would bang out of control and the load would become out of balance with every wash, you would have to take almost all of the load out and throw it in the wash basin while you spin a small load one at a time to spin dry your cloths so you could put them in the dryer, not only was this totally time consuming and inconvenient, but totally not Eco friendly with the amount of power we are using just to do one load (some energy efficient machine this turned out to be) and of course our warranty is up so when we called for after sales service they sent out one of their Representatives that would diagnose the problem for approx. $91.00 and this would include the first 15 min. of work he might have to do.
As it would have it, the service company Prompt Home Service that Maytag/Whirlpool sent to our home could not find anything wrong with the machine as to why it would keep banging out of balance with each load (even though he witnessed the out of control banging himself, he just wasn't sure why), he went on to tell us he would have to get a price for new springs and a new center Teflon coil which is housed in an enclosure located in the underneath of the middle of the washer.
He told me he would get back to me with a quote for the new parts, his estimate was going be around $200.00 on top of the $91.00 we had already paid him, but he had to go back to the office and get the exact part prices and he would call me in about an hour, I then spoke to the head office again to let them know that I was concerned that he said the machine was fine and he could not see why this was happening, but he would replace all of the springs and the Teflon coil, and hopefully this would fix the problem and he went on to say there is only a 90 day warranty on the parts (so I guess if this would not fix the problem I would be SOL) when I told the Representative Karen from customer service what had gone on and my concerns, she said she would personally follow my account and we would wait to see when he submitted his paper work to them where we should go from there (at this point I am thinking a new washer is in order and she was helping me pick out one of their new models, as I did not want to put that much money into this fairly new model that was having problems).
This all happened on Monday, it is now Tuesday and my cloths are pilling up with no call from the service technician, my husband is furious by this point in time, that not only are we running out of cloths but the service representative charged us $91.00 and was supposed to get back to us an hour after the service call which was on Monday and it is now Tuesday evening and no phone call! So Tuesday night my husband than comes home with the Machine Mechanic from his elevator company he works for, the Mechanic takes one look at the machine and asks me if the guy put a level on it which I than reply "no" and he than pursues to check the level of the machine himself, which is totally off balance, he said even though we had it installed by the service guys from the store where we had bought it, after it has been used for a while sometimes the locking nut that holds the feet in place becomes loose and if this happens the machine will start to "walk" as he called it and this in turn will cause the out of balance to the machine. 10 minutes later he balanced the feet and locked the nuts with a wrench and viola! NO MORE BANGING! I have now done 7 loads of laundry with no problems.
Now it is Wednesday about 4:00 pm and I have not heard from anyone at Maytag/Whirlpool head office or the service rep., so I call the Maytag/Whirlpool head office again to speak to Karen to let her know what happened and to find out what happened to the service guy calling back with the quote, and of course the new customer service representative that my call was answered by can not put me through to Karen who was personally watching over my account, she also informed me that the service representative never ended up handing in his paper work or reporting back to them and they would have to send him a message to do so, at this point she said she would transfer my call to her supervisor. When I told the supervisor our scenario, she said so you don't need a service representative to fix it for you now?
Now at this point I told her that the mechanic that fixed the problem said the service representative should have checked the leveling of the machine first off, and he could have re leveled the machine and locked the nuts to re balance the machine and it would have been fixed within ten min. which would have been covered under the service diagnoses because it included 15 min of work, which was never done. The mechanic also said that this is standard practice for this problem, and I should get in contact with the head office and have them reimburse me for the service diagnosis as it was not only done wrong, but they were going to additionally install parts that did not need replacing and charge me for that as well. The supervisor could only apologize to me and tell me that the company would be talked to about their conduct, and there is nothing they could do for me, if I should want to contact their service representative personally to dispute the charge for the miss diagnoses and the bad service for not checking the leveling, that I should take it up with them directly. I than informed her that I did not wish to dispute with this sub-contracted service representative as I call Maytag/Whirlpool and they sent the Representative to me and should be responsible and stand behind them, I informed her that if I want to deal with a smaller company, I would have just called one of my local repair centers and not have had the head office of Maytag/Whirlpool involved in the first place, and if I knew that this was not one of their direct Representatives I would have called someone in my local area that I trusted myself.
So she still said I apologize for his service but he did come to your home, and even though he miss diagnosed the problem and didn't check the balance on the appliance (which is standard practice in this case)this was unfortunate but she would NOT be reimbursing us and we could only take it up with the representative himself. I told her of course the service representative is not going to give back our money at this point, he hasn't even got back to us in the first place, I then went on to tell her that the service representative was going to eventually replace good working parts in hopes that it would fix the problem and there was nothing wrong with them, she said that is unfortunate but nothing she could do, so I said "I guess it's too bad so sad for me" and all she could say is that it is unfortunate.
What a load of CRAP! to think never mind I am out of $91.00 and we are a single income family who can't afford to take a hit like that, but to could have spent $200.00 more just to try to fix the problem, which would not have fixed it, or how about the fact that I almost bought a new machine all together, as my cloths were pilling up and we needed to make a decision fast. Well I don't know about Maytag/Whirlpool but I would think they would conduct them selfs better than that, I bought the machine in the first place because the Maytag man never has anything to do as his machines never break down, what a farce! Not only do they, but the big brand name won't even stand behind the service they send to you. This will make me think twice about buying Maytag/Whirlpool in the future and I will definitely spread the word to all I know who might conceder their products in the future!