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Adventures with Whirlpool- a warning
Posted by Gisela on 11/11/2006
NASHVILLE, TENNESSEE -- This review is concerning the Whirlpool freestanding ceramic top range with the electronic control center for the oven. Model number GY398LXPT00.
Before I tell about the range you need to know that we reviewed many sources before deciding to purchase a set of Whirlpool appliances for our home. The first was a through-the-wall air conditioner. I am a former military electronics technician with an engineering background, so I'm completely capable of figuring things out for an installation. However, it was an absolute nightmare getting technical information from Whirlpool's customer service number. I even attempted to get the data from their factory located near our home. No one returned our calls from the engineering department. I finally got someone on the phone at the customer service number, after fifteen calls to confused and clueless reps, who knew what the heck he was talking about, and even took the time to look up and interpret the information for me. It took me a week to finally iron out these problems. And, we found out that the instructions and tech drawings were wrong.
The unit then broke within one week of installation. Luckily, we were in warranty, and the repair was simple. But, I should have taken a hint that something was wrong at Whirlpool.
We also bought a freestanding ceramic top range with the special electronic control center for the oven. It worked great for about six months. We only used the oven about three times. Then the control board stopped controlling the oven. OK, so we were in warranty, and the repairman had to visit twice and replace the board and the membrane control (you know, those control boards that are simple pieces of plastic with the wiring printed on them).
I found out later that those control boards only have a 90 day warranty. I found out why when this same control board stopped controlling the oven only 14 months later. We had only used the oven about three more times by then. When I visually inspected the membrane I could actually see a break in one of the printed conducting wires. Those printed circuits are almost impossible to repair or bridge even though it is a simple break because they are weak to begin with. Bad engineering. And, of course, we were out of the warranty period. I also suspect that the control board is bad again.
The cost of a repair visit with parts would be about $600 to $750. If I replaced the parts myself, the cost would be about $300. This makes no sense on a unit that originally cost $1700 or so.
Customer service was unwilling to stand behind the product with anything more than an offer to take 50 percent off the cost of the replacement parts. They also told me there was no problem listed in their files with this model, even though I have seen the problem listed frequently by dissatisfied customers on the internet. Or, they said I could purchase a new extended warranty (and we know who makes money on those warranties). I attempted three times with three different representatives to get Whirlpool to stand up and protect their reputation. Their customer service scripts are so slick now that you would swear you were talking to one of those preprogrammed computer voices.
I refuse to spend another penny on this stove. I'm experienced enough to know that the new control board and membrane, once installed, will most likely go bad again. All I want is a stove that works when I use it.
Every stove I have bought in the past has lasted over fifteen years with no problems whatsoever, and my last unit was a used model. None of them were Whirlpools. You'd think the technology would improve by now. So, here I am with a useless oven during the Christmas baking season and no spare money to purchase another stove for a while. Needless to say, I'm finished with the Whirlpool brand.
I don't know what to recommend to other consumers because Whirlpool and its other subsidiaries manufacture most of the American brand names on the market. So, here's a warning about my experiences with this model.
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Posted by Anonymous on 2006-11-11:
Wow, good investigative work. Keep us updated. Good luck.
Posted by Anonymous on 2006-11-11:
Very good post! May I suggest getting a natural gas stove. They have no electronics in them and they do a much better job cooking. But that depends if you have natural gas or not. Good luck
Posted by Anonymous on 2006-11-11:
Lol, yes, natural gas stoves generally do work better if you have service. If you do lean towards gas, I'd suggest the Viking line of gas ranges and cooktops. Their stainless models are great to look at, and cook at!
Posted by Sparticus on 2006-11-11:
We had our gas line extended up to our stove just so we could upgrade to a natural gas stove top. So much easier for cooking!
Posted by Anonymous on 2006-11-11:
Hey Spart! Are you watching the race?
Posted by Sparticus on 2006-11-11:
Hey Lidman... Nope. Though I'm some what embarassed to say I'm not sure what race you are talking about? ;-) I've been glued to college football today.
Posted by Slimjim on 2006-11-12:
Recommend GE. They are good products across the board and they have nothing to do with Whirlpool.
Posted by Anonymous on 2006-11-12:
NASCAR!!!!!! Who won the feetball game?
Posted by slimjim21 on 2007-04-10:
the reason WHIRLPOOL customer service would not give u install info, is because that is not the responsibility of the MANUFACTURE, but the responsibility of the consumer to have a certified installer install the unit. The reps on the phone are not technicaly trained to assist you with that. If you would like, a typical old rep can tell you how to install the appliance, but wouldnt really know, would you prefer that?
Posted by mad as a hornet on 2010-03-06:
I have a Viking propane cooktop top of the line. All adult home. The top has cracked in 3 places one crack is about 8 inches long the other 2 are 6 inches long. Viking says sorry about your luck. It was installed 2 years ago in June. Does anyone else have this problem?????? It shouldn't have happened.
Posted by PepperElf on 2010-03-06:
you might want to try a new thread or one that's not 4 years old. most of the people on this thread have left the site

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Beware of Black Schott Ceran Cook Tops
Posted by Caveot emptor on 08/25/2010
A Whirlpool/Maytag electric range with black glass Schott Ceran top was purchased 3 weeks ago by a couple who only eat at home about 4 nights a week. Following the care instructions to the letter, the top, which can take 20 minutes to clean after use, now has tiny scratches around the heat elements. I can't imagine how it will look after a year or two.

I suggest that the Schott Ceran material is inappropriate for a cook top and as such should be withdrawn from the market.
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Posted by Helpful on 2010-08-26:
Actually, this Ceran is a composite material used throughout the entire industry. It is overall very well designed. My concern is that it seems you've been misinformed in caring for the product. You should have purchased a bottle of ceran polish, placing a coat of it directly on the unit before using it. This is like a car wax for flattop ranges. Once coated, a very little amount is used, again, on the surface after each use. This removes any grime and recoats the surface for it's next use.

If these people haven't already started using this polish, they need to start. It will help protect the surface in the future.

Thanks for posting.
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Glass Top Whirlpool Stove difficult to clean and easy to scratch
Posted by Redfeather on 11/26/2010
I recently bought a Whirlpool Glass Top stove without doing my usual research (except to know that Whirlpool is usually a good brand), which has turned out to be a huge mistake. So I want others to know about this stove. Because the top is shiny, it shows the slightest scratch and it scratches pretty easily. Also, it is extremely difficult to clean. Even using a designated cleaner for glass stove tops, I have to apply it 3 or 4 times on some stains and then use all my strength to scrub it for it to come off. Also, the glass top cleaners are toxic and my lungs hurt after I use them (I have weak lungs).

The other thing about this model is that while the oven is on, the digital clock reverts to only showing the temperature of the oven. We use the oven clock to tell the time for baking, but we have to push a button that says clock to see the time and then it automatically switches back to displaying the baking temperature, which we already know because we set it. I have called Whirlpool and they said nothing can be done about that.

Also, I called them to see how much it would cost to replace this cooktop and the cost is $305 plus tax, shipping and handling, which is not cost efficient. I am getting a used stove to replace this new stove. When you go to buy a stove, I do not recommend this glass top. That does not say anything about Whirlpool's reliability, since I have only had the stove for almost 3 month.
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Posted by Anonymous on 2010-11-26:
I HATE my glass top. I only have one because it came with the house. I have found that the best way to clean it is using Barkeepers Friend (a cleanser) and a lot of elbow. Mine came with a scrubby pad that scratches so I use a regular dishcloth. If u get anything sugary on it, stop what you are doing and attack it immediately. Mine will be going out of here with the next financial windfall that comes my way. Whoever came up with thus idea must have cooked only once or twice a year.
Posted by Venice09 on 2010-11-27:
I'm glad I read this. I've always wanted a glass top stove, and the only thing that has stopped me is that it's not gas. I never realized the top was so hard to clean. I just assumed it would be a breeze, and that it would be made of a material that did not scratch so easily.

OP, I know what you mean about the clock. My stove does the same thing. It may seem like a trivial complaint, but it's a royal pain if that's the only clock in the kitchen.
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Terrible Customer Service
Posted by Zipp45 on 10/11/2013
My stove is less than 9 months old and the stainless steel is lifting. They said it is cosmetic, too bad. It wasn't glued down right. This stove is in my vacation home and maybe used 5 times.
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Terrible Quality Whirlpoo Range Oven Rust Problem
Posted by Ietchie on 06/17/2013
BENTON HARBOR, MICHIGAN -- I spent the extra money and bought a very nice looking Whirlpool range and oven. Within months it started rusting. I keep a meticulously clean kitchen and I've never had this problem with any other appliance. I sent letters to no avail. Whirlpool said that their warranty on rust was only 30 days! They refused to do anything about it and told me to go ahead and sue them. Terrible product. Defective from the factory. Do not ever buy a Whirlpool product as they do not stand behind it.
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Posted by Carol on 2013-06-20:
My washer and dryer, 8 years old, has bumpy rust spots on the top. What can I use to fix it?
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Whirlpool cooking range explodes
Posted by Hrahman on 03/19/2013
BENTON HARBOR, MICHIGAN -- Whirlpool 30" electric cooking range model RF376LXGW is glass. The glass of my cooking range just shattered into a million shards without any provocation. The range was not in use at the time. As a matter of fact there was no one in the kitchen when the sound of glass breaking attracted our attention and on entering the kitchen we saw that the panel had exploded.

Whirlpool customer service was no help in solving the mystery of the exploding range.

I would not be buying another Whirlpool product.
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Posted by Alain on 2013-03-20:
It would hurt to report this to the Consumer Product Safety Commission via http://www.cpsc.gov
Posted by WP2008 on 2013-03-20:
Hello hrahman. My name is Amber and I am a representative with Whirlpool. We truly apologize for the frustrations you have experienced with your range. If you would like to discuss this matter further, please email us at Whirlpool.Digital@Whirlpool.com and provide us with your complete contact information as well as the model and serial number of your appliance. Please also include the name of the site you were contacted on (My3Cents) along with your user name (hrahman), and your ticket number (38018). We would be happy to review your concerns further. Best regards, Amber.
Posted by CrazyRedHead on 2013-03-20:
This can happen with any range, doesn't matter who makes it. It happens more than you think. Just a slight defect or non-visible defect in the glass will do it.
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Do not buy Whirlpool ranges. They are lousy
Posted by Stevetmin on 02/20/2013
Bought a gas range 1.5 years ago and the paint on the grating peeled off and is rusting. I called Whirlpool and they said it was cosmetic. I told him I have never seem a range grate look like this and he said he can't do anything about it. One would think they would have solved this issue by this time, but obviously not. I would never buy another Whirlpool appliance again.
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Posted by Old Timer on 2013-02-20:
Whirlpool appliances and the old Kenmore made by Whirlpool they used to make for Sears were pretty good stuff and lasted a long time. Not any more, now they are built to break down so they can sell more appliances in shorter time frames.

Helpful info on the grating to watch out for.
Posted by trmn8r on 2013-02-21:
That stinks - I have an 18 year-old range and he grates sound like they are in better shape than this. Appliances today aren't of the same quality they were 10 years ago.
Posted by WP2008 on 2013-02-21:
Hello stevetmin. My name is Melanie and I am a representative with Whirlpool. We apologize about the frustration you have experienced with your range. If you would like us to look into this further, please provide your name, the name of the site you were contacted on (My3Cents.com), your user ID name (stevetmin), your phone number, your address, the full model and serial number, your ticket number (33506), and email the requested information to Whirlpool.Digital@whirlpool.com. We would be happy to review your concerns further. Sincerely, Melanie.
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Difficult To Clean Smooth Top Electric
Posted by Asgrot on 12/15/2012
PENNSYLVANIA -- We purchased a new Whirlpool smooth top electric range recently-don't have model number on hand. mostly works fine, especially the oven. However, the glass/ceramic top develops stains with each use. we used the recommended glass cleaner over and over and over again but, the stains persist. we contacted customer service, since the oven was under warranty (just 3 months old). they sent a service technician out. The technician could not do anything about it and since it was over 30 days since purchase, the glass top (cosmetic issues) was not covered by the warranty. we called customer service again and they were extremely rude and extremely unconcerned. they said someone would call back, but no one did. chasing down someone in customer service who cares, is becoming impossible. on top of this frustration, the service company who sent the technician, on whirlpool's behalf, sent us a bill for over $100-for the service call. we normally like Whirlpool products, but this oven is a disaster. advice to others: try another brand.
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Posted by wjk898 on 2012-12-16:
Best to wipe up any dripped things while the burner is still warm. For sugary things (this includes things that have been reburned on the element) use a little vinegar and cleaning stuff (Chlorox Cleanup is ok) and hot water. May have to repeat it a couple times and you can use a plastic scrubee but dont press down too hard. My ceramic top is like new 5 years later with lots of sloppy spills. The stuff they sell to clean those things are only for minor dirt....doesn't really get burned on stuff off.
Posted by ok4now on 2012-12-16:
I had a similar problem where I tried just about everything with poor results. I was afraid to try any type of bleach product for fear of damage.

Finally found a great product that actually works. Bar Keepers Friend, it cleans and polishes for only $5.00 bucks. This is a liquid multipurpose cook-top cleaner that contains citric acid which is very safe to use. It will not dull the glass or finish. Do not confuse this with SoftScrub which is abrasive and does not work. This product has worked while all others have failed. Give it a try.
Posted by At Your Service on 2012-12-16:
I have a considerable amount of background in appliances and can hopefully provide some insight to the difficulties your experiencing. Some of this information may or may not help you at this stage, but will prove helpful to others.

You haven't stated who you bought the range through. This is important as they should have provided you with some valuable information on caring for the product. Most ranges are neither 'glass' or 'ceramic', they use a composite material called Ceran produced through a company called Schott. Ceran is much more durable than the older ceramic, not chipping or become damaged as easily. However, just as ceramic, it is still porous and needs to be SEALED BEFORE IT IS USED. The sealing is nothing more than a Ceran polish that coats the surface much as car polish might coat an automobile. By using such a product, you'll keep spills above the surface and not allow them within the pores that inherently exist. When something is spilled on the surface, you can allow the range to cool down and clean it with a very small dab of this same polish. It'll not only clean right up, but re-coat it for further use. Unfortunately, I have to tell you that once the damage is done, you're not going to get anything to properly clean it without damaging the surface, even to the extent of harming the unit's functionality. I've had mine for many years and it still looks as new today as it did when we got it. For future use, you still want to use the Ceran polish, as it will help protect from future stains -- it's just that it won't do anything about the ones that currently exist.

Secondly is your issue with warranty coverage. This is interesting in that you (1) felt anything that made the unit less than new would be covered during the warranty period and (2) there would be no charge for a service call.

Warranties are generally considered limited for a reason. Not all problems are covered and even those that may be covered, may not be covered in all instances. In this particular case, the issue is cosmetic in nature. The product isn't functioning any different than a new unit, it's just become discolored because of not being sealed from the beginning use. This is something that generally wouldn't even be covered during the initial 30 days, let alone thereafter. It's rather like spilling some coloring substance on the unit and expecting the manufacturer to replace it. Further is the service center's time for rendering any form of instruction or aid in the process. They don't work for free. They are deserving of getting paid for their time. The time that the service call takes is only covered when a part, which falls under warranty, needs to be replaced. If there is no defective part, then there is no compensation, by the manufacturer, for the service center's time. Generally, before ever inspecting the unit, the service technician will require certain pieces of information and the signing of an agreement for payment. In many cases these agreements stipulate an interest percentage for non-payment, as well as late fees and collection charges.

If this is the case, I would highly recommend paying off the bill. If it becomes reported to any or all of the national credit bureau, they'll be able to grow the debt and force the payment as you find you need a clean credit report.

Sorry to be the bearer of bad news, so to speak. However, all of this is good learning for those who have never faced similar situations.

Best of luck and thanks for posting.
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Whirlpool Customer Service & Products
Posted by Pjcats918 on 08/07/2012
We purchased a new slide in Electric Range from Whirlpool and within a few days the electric controls did not operate properly. We contacted Whirlpool and after their endless questions and wait time they arranged service. The part was replaced by the service company. Within a few months the same problem, the numbers on the pad did not operate so I could not cook at certain temperatures. I contacted Whirlpool again and again they sent a company out to service the product. This happened 3 times. After the warranty was over, 12 months, I contacted them again and this time they would not service the product at their cost or send me a replacement part at their cost.
Very bad service. The customer service person and supervisor Jodita 92027725 was not helpful or pleasant to deal with . This was a very expensive oven and we purchased all of our appliances Whirlpool which I do not recommend any else to do.
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Posted by WP2008 on 2012-08-15:
Hello pjcats918. My name is Melanie and I am a representative with Whirlpool. We are sorry about your range concerns. If you would like us to look into this further, please provide your name, the name of the site you were contacted on (My3Cents), your user ID name (Pjcats918), your phone number, your address, the full model and serial number, and email the requested information to Whirlpool.Digital@whirlpool.com. We would be happy to review your concerns further. Sincerely, Melanie.
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Do Not Buy Extended Warranty!
Posted by Sjhein1 on 07/30/2012
VALENCIA, CALIFORNIA -- The control panel on my Whirlpool gas range stopped working after 15 months. Whirlpool suggested I get a Repair +1 extended warranty for $302 and they would fix the problem and give me a one year warranty. It has been 6 weeks and I still do not have a working oven and the warranty company (Assurant) will not refund my money because they say it was used up sending all these repair people out.

Today will be the 4th visit and no one can figure out what is wrong with the oven and now I can't even afford a new stove because of the extra money I gave them! Whirlpool has refused to get involved and the warranty company Assurant has been rude and unhelpful.
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Posted by trmn8r on 2012-07-30:
I can understand your frustration. At first I was surprised to see you would even consider buying a new one since it is only 15 months old (!) but you have been without it for 6 weeks.

Hard to believe you can't get some comment out of Whirlpool at this point, since THEY suggested you get the warranty. Good luck, I think you'll need it. Stop back and let us know if you shove this POG to the curb.
Posted by Patti on 2013-11-08:
The repairman has just left after his fourth visit about my under warranty range. The control panel, igniter, and wiring harness have all been replaced. Every time he calls he gets a different service "specialist" and I hear him explain again that this is not the first time he has called. I have also called and was told that this oven sold to us as brand new by Menards had been repaired before and that the warranty actually started in June. I am expecting a hungry crowd of graduate students for Thanksgiving this year and am at my wits end. If we are lucky it will go to product review adventually and finally be marked as a lemon and used for scrap. Wish I culd give you the control panel. This is the second one replaced in mine.
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