2000 N M-63, BENTON HARBOR, MICHIGAN -- On the Whirlpool Website, they promise this to consumers: Our Vision - Every Home, Every where with Pride, Passion and Performance. Our vision reinforces that every home is our domain, every customer and customer activity our opportunity. This vision fuels the passion that we have for our customers, pushing us to provide innovative solutions to uniquely meet their needs.
Pride... in our work and each other. Passion... for creating unmatched customer loyalty for our brands. Performance... that excites and rewards global investors with superior returns. We bring this vision to life through the power of our unique global Enterprise and our outstanding people... working together... everywhere.
They continue to say: Our Mission - Everyone, Passionately Creating Loyal Customers for Life. Our mission defines our focus and what we do differently to create value. We are a company of people captivated with creating loyal customers. From every job, across every contact, we will build unmatched customer loyalty one customer at a time.
Our Values - Our values are constant and define the way that all Whirlpool Corporation employees are expected to behave and conduct business everywhere in the world. Respect: We must trust one another as individuals and value the capabilities and contributions of each person. Integrity: We must conduct all aspects of business honorably ever mindful of the longtime Whirlpool Corporation belief that there is no right way to do a wrong thing. Diversity and Inclusion: We must maintain the broad diversity of Whirlpool people and ideas. Diversity honors differences, while inclusion allows everyone to contribute. Together, we create value.
Teamwork: We must recognize that pride results in working together to unleash everyone's potential, achieving exceptional results. Spirit of Winning: We must promote a Whirlpool culture that enables individuals and teams to reach and take pride in extraordinary results and further inspire the "Spirit of Winning" in all of us.
Whirlpool Corporation is committed to building products that consumers around the world can depend on to meet their daily needs. This commitment to quality begins in the concept stages and continues throughout the lifetime of the appliance. The result of these efforts is a sustainable and competitive advantage for the company.
Those are simply just words: this is my experience with them so far. They will not let me speak to the CEO because I am sure he would like to know how customers feel about their products that are so highly touted as the best there is. I also have complaints about the highly priced stainless steel product used on both our stove and dishwasher, I believe the stainless steel is substandard low grade.
Yet as consumers we paid a lot of money for this feature. And are sold in the retail stores on this very premise that the extra $$ is worth it because it is such great quality. Complaints on the web (hundreds) say differently. Most feel that they are fraudulent quality SS claims.
Explanation of complaint: Our KitchenAid dishwasher purchased 5/26/07 for just under $500 has a few defective items. One is the wheel & transport assembly (part number 8268645) just simply broke. There are 4 of these on the dishwasher, they let the lower dish-basket roll in and out of the dishwasher. I am very concerned that the others will breakdown as well. KitchenAid claims that our machine is old and basically 'that's too bad'. The other problem is actually the gasket inside the door.
But we read about numerous folks with the same gasket problems get their gaskets fixed (at a cost) and now they can't close their doors or the doors pop open. My husband and I use the dishwasher maybe once a week. There are only two of us and we just wait to fill up the dishwasher before we wash dishes. So even though the unit is just over 3 years old, we don't use it that often. KitchenAid has a mission statement that says they are committed to building products that consumers around the world can DEPEND on to meet their DAILY needs.
The phone call I had today basically said 'tough' your warranty is expired. Even though I clearly stated that since the product is NOT used daily that the 'wear and tear' should be rather minimal. The part may have 'worn' out or broke within warranty if we had the need to run it daily.
My premise is that their whole image, mission statement, vision surrounds these words: Our vision reinforces that every home is our domain, every customer and customer activity our opportunity. This vision fuels the passion that we have for our customers, pushing us to provide innovative solutions to uniquely meet their needs. Our unique needs are that we do not use the machine daily yet the parts broke, maybe there is something with the quality of the part?
Integrity: We must conduct all aspects of business honorably ever mindful of the longtime Whirlpool Corporation belief that there is no right way to do a wrong thing. Whirlpool Corporation is committed to building products that consumers around the world can depend on to meet their daily needs. This commitment to quality begins in the concept stages and continues throughout the lifetime of the appliance. The result of these efforts is a sustainable and competitive advantage for the company.
The ring of promise circling the Whirlpool Corporation logo denotes the company's commitment to quality. I don't see it. It appears that they are resting on the laurels of the old KitchenAids from years ago. As far as I am concerned, they show no good faith to work with customers once they get the money for their products. I continue to see hundreds of complaints about substandard customer service. As a consumer I expect a company to be HONEST about their mission statements and promises in providing quality products. Their marketing image is that they have a solid product that would last years.
Here are their words: Whirlpool Corporation is committed to building products that consumers around the world can depend on to meet their daily needs. This commitment to quality begins in the concept stages and continues throughout the lifetime of the appliance. The result of these efforts is a sustainable and competitive advantage for the company.
Globally, Whirlpool Corporation manufactures products using principles of lean manufacturing and operational excellence to ensure continuous improvement of processes and to produce products that meet the company's high-quality standards. At Whirlpool, there is a constant focus on seeking out new and unique ways to improve the function, performance and sustainability of our products.
I am saying that as a consumer, since I do NOT use the product every day that maybe the parts are substandard and should be replaced for free. They suffer from a complete failure to acknowledge, let alone take responsibility for a poor quality product. We spent well over $3000 for the stove and dishwasher with the quality expectation based on their marketing image. But as a consumer who was told 'tough, the warranty is over no matter how much you may or may not have used it' tough, just plain tough! I am very afraid of what will happen to the stove now that it too is out of warranty.
I say buyer beware. Just like many corporations out there in these economically troubled times, it's all about the BOTTOM LINE - Profit and Shareholders and bonuses and salaries to the rich who get richer by taking advantage and lying about their products. Who cares they say because someone else will buy the items even if I boycott them for life! No one cares about Middle America, they only care about themselves and money... quality and customer service skills have left the building. All they have on their mission statement and vision are words.. lies to the consumer.
BENSON HARBOR, MICHIGAN -- I have owned two Maytag "MDB" model dishwashers within the last three years and both failed to operate, within and after the warranty period expired. The first Maytag dishwasher I bought in 2007 for over $ 500 (not a small amount of money to me - it's 50% of my net bi-weekly salary). Six months or so into the warranty period, the machine's control panel stopped working. I called the company and found out it had been recalled because it was constructed so poorly that rinse agent could leak into the wiring of the control panel and cause a fire.
Maytag replaced my dishwasher with another "MDB" model which has the same control panel problem as the first dishwasher, and in addition has a defective heating element assembly which also causes a fire inside the dishwasher. I discovered accidentally (Maytag did not notify customers directly) that this model is subject to recall, so I called about it. I was told I could get a $ 150 to $ 250 rebate off the cost of a new (more expensive) Maytag dishwasher, or a free repair. I opted for the free repair, because I certainly am not going to buy another Maytag/Whirlpool appliance.
First, Maytag told me they could not replace the control panel because it went bad (three days) after the warranty expired. When the technician came out to repair the heating element assembly, he informed me that even though the warranty had expired, if I was "nice to the company" when I called, they would replace the control panel at no charge, though they would not cover his labor charges ($ 416.00).
I called the company and the service/recall representative told me that Maytag does not reimburse for a failed control panel after the warranty expires. When I told them what the service technician had told me, and that I was prepared to file a class action lawsuit over this issue ( I am an attorney), Maytag offered to cover 50% of the cost of the replacement parts. Now I have found out from this website that on June 3, 2010, Maytag announced a voluntary recall of 1.7 MILLION dishwashers "amid concerns that a wiring problem in the appliances could spark kitchen fires."
This is a totally fraudulent way to conduct a business. First they sold me a defectively constructed product for over $ 500. Then when that product failed to operate due to wiring problems, they recalled it and replaced it with an equally defective product. When the replacement product failed for the exact same problem, they refused to repair it at no cost to the consumer, claiming the problem was outside the warranty period. Finally, They lied about not covering defective products after expiration of the warranty.
I will never, ever buy anything by Whirlpool, Maytag or any of their other subsidiary companies (Amana, Jenn-Air, Magic Chef, Performa, Admiral and Crosley). Whirpool has basically bought out the appliance market and now has a virtual monopoly on refrigerators, dishwashers, clothes washers and dryers, etc. And who approved the merger that turned Whirlpool into a monopoly? You can thank The George W. Bush administration, back in 2006.
Now, the plants that manufactures the parts for Whirlpool Group appliances are all offshore, although the company takes great pains to inform you that the appliances are "assembled" in the US. They have not only outsourced our jobs, they left quality behind along the way. Whirlpool/Maytag used to stand for affordable, quality products that lasted at least 10 years. Now they stand for expensive, mediocre products that don't last even 3 years. Last year, before I learned about the merger between Whirlpool and Maytag, I bought a Whirlpool "frost-free" refrigerator/freezer from Lowe's. Guess what? It ain't frost free. Good thing I purchased an extended warranty.
I purchased a new Kitchen Aid dishwasher @ $800.00. Purchased at Sheelys in Ohio. At the time of purchase Sheelys said they service their products. After needing service they came out 4 x's then said they were doing me a favor servicing my dw and passed the buck to Whirlpool. I live about 15 mi from Sheelys. I have purchased 1 slide in range, one defective convection oven, Jenn air owned by Maytag I believe owned by Whirlpool) a lamp, chandelier, 2 leather couches, 2 leather ottomans, one oversize leather love seat. 2 beds. 4 dishwashers, 2 freezers, and washer/dryer and kitchen table/chairs, rocking chair and ottoman. Totaling in the thousands from them.
I had a new Whirlpool dishwasher installed because the old one was leaking and after a few service calls could not be fixed. I purchased a good one with a stainless steel tub. It initially leaked. Strangely that stopped on its own. It was purchased in May. I was hardly around all summer conditioning and working 7 horses and some showing. In August the basket broke. I called for parts. Whirlpool sent the wrong parts to the wrong person at the wrong address. I tracked them down and saw that they expected me to put the wheel housings together myself. I called again and a technician came out verified that correct parts were needed and ordered them.
Each time they came out and I said the DW wasn't working they all gave me a prepared speech about how the phosphorus ban on soaps is the whole problem. I told the 2nd repairman that the arm wasn't moving the dishes weren't being cleaned and I noticed it stopped during the cycle. He ran a short cycle and declared nothing wrong. #3 came out and I begged him to call the company and see if they have any known issues.
They did... the machine stops during the cycle. He ordered the part, the control panel and another repair visit, another day and the machine wasn't even getting the top rack wet. And it was still not running complete cycles. Sheelys gave up on me and said they could no longer service me because I am out of their area. And passed the buck to Whirlpool. Whirlpool sent a repairman who said indeed the sprayer was not even getting the top dish rack wet and the control board wasn't working. So he ordered a 2nd control board and a new pump/motor.
At this point everything has been replaced at least once. The control board twice. Repairman #6 comes in today installs the pump and control board and leaves. I load the dishwasher leave and come back to find my floor flooded because its leaking again. Sheelys spoke to Whirlpool's Kent, who said last time if this wasn't resolved they would take care of the issue. And after 3 major repairs replace it. Today Scott at Whirlpool refused to honor that and very shortly, asked if I would be home next Wednesday between the hours of 8-5 for service call #7.
He was very robotlike stating have I helped you today? Which was irrelevant because he hadn't helped me with anything and just committed me to another full day service call. Which just shows they are insincere and unconcerned. They build an inferior product, refuse to stand behind it, bury you in service calls. Who can take 7 days off in less than 2 mos for dishwasher repairs. BTW today I had to take my Whirlpool washing machine apart and fix the F2 error because of a design flaw. They didn't include a drain screen so it clogs on a regular basis if you forget change in your pocket etc, today I pulled a bra support wire out of it.
How can you plan for that. Lg makes a nice one with a screen. If you need a place to store clean dishes after you wash them yourself, this is the product for you. Keep in mind the basket does break and you will have to replace it. If you expect to purchase a DW that will clean/sanitize your dishes and not leak all over your floor look elsewhere. Just Google Whirlpool and review or ripoff and you will see I am in good company. I wish I had before purchasing.
Finished doing a new kitchen last month. 2 Whirlpool Gold refrigerators, which need to have the doors flip (open in other direction). The accompanying instructions are for a different very different door handle. Call the company to have them tell me if it isn't in the book they can't help. After a lot of screaming and yelling back and forth - on hold forever, etc. Their customer service department could never come forth with how to "flip the door". No supervisor for escalation. No technical department to help. Just "if its not in the book there is nothing we can do for you". Mind you Whirlpool "Gold" is supposed to be their top of the line" product.
It should also be noted that 2 Whirlpool dishwashers also purchased. Within 6 weeks the stainless fronts of both dishwashers had hundreds of small rust spots on them. Nothing would take them off. After a lot of back and forth Whirlpool sends stainless cleaner. It doesn't work either. Look on the internet to find LOTS of people have the same problem. They inform that their warranty is for 30 days (!!!!!!!) - I am out of luck - and nothing they can do for me. Are you kidding me... major appliances with a 30 day warranty?
Their solution for a 6 week old machine is I CAN BUY new dishwasher fronts but they won't guarantee they won't do the same thing. How can they get away with this? I intend on telling everyone who will listen what bad experiences I've had with KitchenAid Whirlpool. Their customer service is in the dark ages. The CS reps are nasty, know nothing about the products. I can read from the instruction booklet too! All they seem to be able to do is read you word for word from the instruction booklets. It is maddening that this company, Whirlpool-KitchenAid gets away with making inferior product, not stand behind it, and be nasty in the process.
They offer no help with DEFECTIVE BRAND NEW PRODUCT, nor any help in setting up product when their instruction booklet does not address the issue. How can they change for example the door handle, and not change the booklet to reflect a changed product. But hey - that can happen. But for their customer service department not be able to help NOR WILLING TO GET YOU THE ANSWER is appalling. Six MAJOR appliances from Whirlpool, and FOUR HAVE MAJOR ISSUES/PROBLEMS IN THE FIRST 45 DAYS, AND WHIRLPOOL REFUSES TO HELP. NICE!
SEATTLE, WASHINGTON -- I recently had to write this letter and have received no response. The CEO of Whirlpool is really out of the loop. Don't you just hate it when a company's web site states “Our Mission Everyone... Passionately Creating Loyal Customers for Life” and then by example proves the passion has faded and they just don't care? Don't you just hate it when you buy a “durable good” and it doesn't work as claimed? And more so when it then stops working altogether?
Don't you just hate it when you call to get assistance and you get a very lengthy, falsely cheerful automated message? And the message instructs you to punch in your phone number, etc. then forces you to listen to a lengthy menu of options, the last of which applies? Don't you just hate it – and start to worry – when the first two of the many messages and directions are about recalls of the company's faulty products?
Don't you just hate it when the message you must endure while waiting to speak to a person suggests that “for your convenience” you can go online and solve your problems by yourself and maybe allow the company to reduce customer service headcount? Don't you just hate it when you buy a product in good faith, expecting it to work, sometimes called being the “customer,” and are then treated as a nuisance or the enemy?
Don't you just hate it when you get a customer service representative who says she is “fully empowered” to help but can't? Don't you just hate it when you are told service can be provided, but only weeks in the future and only if you are willing to wait half a day for the nine-to-five service person to arrive, and you don't have half a day to wait around? (Whatever happened to the cadres of “lonely Maytag servicemen?”)
Don't you just hate it when the “customer service supervisor” offers to help out and then suggests you call the repair service yourself (i.e. do his job for him?) to try to get an acceptable time frame for a repair call? Don't you just hate the fact that the word “service” in customer service seems to have no meaning in your company?
If you haven't had such an experience, I suggest you (under an assumed name) buy a Maytag MDB-9 dishwasher. Then call your own customer service number and try to get satisfaction. The people I spoke with were ultimately polite and equally ineffectual. About as reliable as the product. I believe they are not personally to blame, as they were just looking at the computer screen and responding as they were trained. The innovation your PR department hails apparently does not apply to customer relationships.
My satisfaction level with the Maytag/Whirlpool product is ZERO. The few times I did get to run the dishwasher (approximately two to three times a week over a couple of months) I found it did not do a very good job of cleaning dishes. Then it just stopped working completely. I find additional points from your web site most interesting. My response: Huh? If the service company ever gets here when I can be available, I hope they can repair it and get it to work as claimed in your literature. If they can't get it to work as well as other makers' dishwashers, what recourse do I have? I eagerly await your reply.
SHAWNEE MISSION, KANSAS -- On the 5th of February I heard about the Maytag dishwasher recall. On that day I started calling the phone number that was listed. I would get a recorded message asking me to punch in all the serial numbers then I'd be on hold anywhere from 15 minutes to one hour. Finally a voice would come on and say they couldn't handle the call and to call back later. That went on for one week. Finally I called the dealer I had purchased the machine from and they told me the company was not including them in any of this. Finally two weeks later I was able to get through to the recall line. My information was taken on Feb 15.
First they tried to get me to take a $75 voucher for a new dishwasher. I think this was what they were hoping for so they could up their sales. That's why I am kind of wondering if they took this defect and tried to turn it to a profit event for themselves. What follows in my story makes me wonder even more if that is the case. I said I couldn't afford to buy a new dishwasher and didn't want to do that I just wanted mine fixed. They said the part would be shipped to me which seemed strange and that a repairman would come to fix it on Feb. 22.
On February 21 someone called to ask if my part had arrived and it had not. "Oh well. We'll have to reschedule you." We have been without a working dishwasher for three weeks and I said "Doesn't the repairman have a part he can bring out?" I was told that they didn't send the parts to the servicemen. I guess that would make too much sense and cost them a lot less. So it's looking more like they are trying to punish the customers who wouldn't just shut up and take the token $75 voucher. I called the company to complain and spoke with ** who told me they had done all they could do for me and all she could say was that the part was on order.
I tried to reach someone higher in the company to complain but I just kept getting customer service and being told "Well lots of people are mad." Basically join the crowd. The next day a service man - not a Maytag repairman but a contractor from Sears - called to ask if I had received the part. He pretty much said tough luck and said they'd reschedule me. So I called the company back. The customer service person said "Oh your part didn't actually get ordered. Some of them didn't." So she said she would re-order it and reschedule me for March 5.
So not only will I have to be without a dishwasher for at least a month - and I am afraid the way this is going even longer - but, to accommodate their parts delivery I have had to rearrange work schedules twice, at least, which usually ends up costing me money. I have serious doubts about this whole process. I'm not sure who to contact to find out about this or even complain to about it. No one higher up than a peon will get on the phone at Maytag or Whirlpool. The upper management seems to have locked themselves into their ivory towers to wait out their evil scheme.
Our Maytag dealer told us since Whirlpool purchased the company they have been very uncommunicative to any customer service requests. I own a Maytag washer, dryer, stove and dishwasher and purchased them because I considered Maytag to be top of the line in appliances and customer service. I will certainly avoid Maytag and especially Whirlpool in the future. They may make some money off their stupid voucher scheme but I think in the long run the loss of customers will hurt them. Just like a big corporation to think they can dump on their loyal customers in order to line their own pockets.
SNEADS FERRY, NORTH CAROLINA -- I will never by a Whirlpool appliance again! I bought a Whirlpool dishwasher in 2008 basically because I thought it was a good brand. The dishwasher broke down in 2010. I called Whirlpool, they said they warranty the product for 1 year. The repair man says it was the mother board. I thought that I just had bad luck and happened to buy the one Whirlpool dishwasher that had a bad part. So, I gave Whirlpool the benefit of the doubt believing that it was a fluke and bought a 2nd Whirlpool dishwasher as a replacement.
I bet you can't guess what happens next... Your right! The 2nd dishwasher breaks down this time the dishwasher makes it 2.5 years and once again the motherboard is faulty. I called customer no service to ask if they would send me a replacement part so that I could have my repairman fix the dishwasher. They said that I should have bought the EXTENDED warranty. I didn't ask them for a new dishwasher or a refund. I only asked them for a replacement part and I would have it fixed myself. Let me ask you Whirlpool what is the life expectancy of your dishwasher?
The public should know the truth. about your cheap appliances and cheap customer service. They have no problem sticking it to a proven loyal customer. It has been my experience that the average lifespan of a Whirlpool appliance is 2 years after that your on your own with Whirlpool. The sad part is they fooled me twice. Well you will not fool me again Whirlpool. And one more thing you can take your extended service warranty and shove it.
MT. JULIET, TENNESSEE -- Del-Webb installed my dishwasher and for 76 days I had 2 service company's, Sears and Kens Appliance try to repair a dishwasher that will not drain water out. They finally installed a new dishwasher and it is not draining the water out. Now, Kens Appliance is telling me that this is normal operation of the dishwasher and live with it and get another repair company. If this is normal then it is defective. Standing water in a dishwasher is not normal and having to dry all the dishes when the cycle completes because it doesn't drain is not right. Therefore, I feel Whirlpool and its repair service is crap. The worst appliance I have every owned.
BOCA RATON, FLORIDA -- I purchased the referenced dishwasher a year ago. It has worked well as a unit, but the internal plastic material it is made of is obviously not a material that should be on the inside of a hot dishwasher. There are 4 adjustable wheel mounts on the top shelf made of plastic. I never dreamed that they could possibly break in one year's time. The good news is that I can purchase them for $22 dollars each plus shipping. They are not considered a necessary part even though the top shelf cannot move in and out without them. I called customer service and they said there is nothing they can do that I can purchase them.
How nice for them to get 100 more dollars a year to replace faulty parts. Very smart Whirlpool and very disappointing to take advantage of hard working people. They put me through to a Supervisor whom of course never answered the phone. I am sure that is a game as well to see how long someone will hold. They just lost a customer. I need a whole kitchen of appliances and I will never again buy their products. I hope that I can prevent someone else from being taken advantage of by this large corporate chain. Poor product and worse customer service...
CAPE CORAL, FLORIDA -- Less than 2 years ago my fiancee and I went out to by all new appliances for our home which we had just bought. We decided to go with all Whirlpool products since we had been told by multiple salesman that they made good products and we had both had Whirlpool in our homes as kids. It was the worst decision we could have made. Now before I write my review I know I should have purchased warranties for some if not all the products but as I mentioned we just bought our house and money was tight, that's why we went with what we thought to be top of the line products.
13 months from the date of purchase the Dishwasher seals went bad and needed to be replaced and 1 other minor thing which we paid for out of pocket around $150. 19 months from the date of purchase the washing machine completely went bad, the motor had burned up and it was a total loss. We paid about $650 for the washer and had to pay $700 for a new one. Just today still 19 months from the date of purchase we found out that our fridge has a bad defrost control and total to fix (after they get the part) would be $400 and it was recommended that we replace the thermostat which I did not get a price for.
I called Whirlpool and explained to them our situation and told them that everything in our home was Whirlpool (except the washing machine we just replaced) and less than 2 years old and would they be able to help such a good customer with part of the repair, I was not even looking to have them pay for everything, just help us out and I was told by multiple people that there is nothing they could do but "THANKS FOR BEING A GOOD CUSTOMER"... Whirlpool does not care about their customers AT ALL.
So if you are thinking about buying any of their products you need to get ready to be screwed. If they don't want to help someone that spent the money we spent they will never help out someone who just buys 1 or 2 items. It is so sad to think that a company that had such a good name and still does to some people is treating their customers this way. I can't tell anyone what to buy but just let them know of my experience with Whirlpool. STAY AWAY.