So I purchased a new washer and dryer from a local store, I chose Whirlpool as I know the brand and believe it to be reliable. Their advertising is both customer focused and environmentally aware. 7 weeks after the washer was delivered the seal around the door is very badly torn in 2 places and caused the washer to leak all over my laundry room floor.
I went online to arrange a service call and to be on the safe side called the 'Experience Centre' to ensure that the technician due to visit would have the correct part to enable him to repair my washer. A week later the technician arrived and guess what, he didn't have the part, nor did any distributor in the Dallas area. I decided to call the experience center again and was unfortunate to speak to one of the most unhelpful, not to mention unsympathetic and rude customer service managers I've encountered.
At first he refused to believe that I had only recently purchased the washer, so much so that I had to take a photograph of my receipt and e-mail it to him. I did explain that the service technician had verified my receipt but this was not good enough for him.
He confirmed that the part I needed was out of stock and was on back order with no guarantee of delivery before the holidays. I explained that I have 2 young children so not only is it extremely inconvenient not to have a washer but also to trek to a laundromat with 2 kids in tow is near on impossible, he couldn't care less. All I got from him was the 'procedures that must be followed' and the fact that there was nothing he could do until the 'procedures were followed'. It seems that if the part cannot be located then I just have to wait indefinitely, there is no provision for the washer to be replaced as my warranty is 'repair' and not 'replace', another procedure?!
So now I'm left, 2 weeks before before Christmas, with a young family and relatives due to arrive from overseas in 4 days, with no washer and no sign of any resolution, oh yes, and a multi-national company that doesn't give a hoot. Happy Christmas Whirlpool!!
We got our Whirlpool front loader washer and dryer from Lowe's in December of '09. Never seemed quite right, sometimes clothes were soaking wet after cycle was done, funny smell coming from washer. The dryer acted up, too. Even with the power off, it would turn on and off by itself all night long, every 20 minutes or so. Then the big ouch...
October 6th the washer filled up with water and the door locked and would not open. After talking with the customer service representative from Whirlpool, finally got the door open only to have water go everywhere on the brand new floor. Tech came to the house (several days later) and said there was a faulty motherboard (I assume he meant computer board). He called the company (mind you that was October 8th or 9th) and said the part was on back order.
It is now October 31st and no part. I called them back and the tech said the part was still backordered and would not be available until Nov 13, then they would ship to the distributor, from there ship to the repairman. Looking at the end of November. In frustration, I called Whirlpool and nice gentleman I spoke to said he would try to get the part (seeing how I have eight children and 8 loads of wash a day) to me overnight express by Friday or Saturday. Of course nothing came.
I have gone a almost month without a washer that cost $1500 by the time you buy the washer and pedestal. I estimate the laundromat would have cost me approximately $800 by the end of November. After researching, Whirlpool has had a ton of complaints about the computer boards being faulty so you would think they would fix the problem or have the parts readily available but instead they brag about lean manufacturing on the website.
I am all for corporate efficiency, but once you have taken that much money from people, I think you owe it to them to back up your product and address it in a timely manner. I know a class action suit has been filed concerning the mold issue, but hopefully someone will broaden the suit to include faulty parts and failure to fulfill warranty obligations.
Bought a Whirlpool Washer over Christmas 2009. It hasn't even been close to year and the machine breaks. We have the 5 year warranty on it, so we call to have them come and take a look at the machine. They send a tech out who comes and looks at the machine. Says it's the bearing that is broken and we need a new one, and he needs to order this. So he gets on the phone to talk to his supervisor and starts spouting off about Obama this and if Obama didn't do this whole rebate thing I wouldn't have to be out here doing this crap (thinking to myself, you have a job-why are you complaining in front of customers - talk about ungrateful).
So he says that he is going to order the part and which should get here about 7 days and he will come to fix it on the day it arrives. The parts arrive a couple days early. AE calls the day before they were supposed to come to confirm that they would be coming to fix the washer.
The next day (day they confirmed they were coming), we get a call 5 minutes before the window saying they were canceling and not coming to fix the washer today. They ended up actually coming 5 days later. The part arrived damaged because the company it came from did not package it well, so they had to send it back and said they would overnight it (this was on a Tuesday, a week and a half after the original call from us that the washer is broken) and they would be back on Friday to fix it, while complaining in front of us that they had to come on Friday.
Lo and behold, they never show. And they never overnighted the part. We get the part on that following Monday and get a call on Tuesday saying they would be here Today (Wednesday) to fix this stupid washer. They called at 2 saying they would be here any minute. 2 and half hours later no techs to fix anything.
I believe I should be reimbursed for the money I have had to spend at the laundromat. Customer service for Whirlpool will not do anything. AE couldn't care less. Lowe's couldn't care less. What is the point of owning your own washer and dryer and not even being able to do your own laundry on your own machines? Waste of money and time. Never going to get another Whirlpool!
This crap has got to stop!! Companies robbing us left and right!! Just purchased the "alleged" hottest newest machine out there, brand new belt driven wnw5640 whirlpool h2o low, washing machine! Total and complete crap! Every frigging engineer at Whirlpool should be hung, dried, quart-ed, then fired!!
Salesman said they were flying off the shelves, by the way was purchased at Lowe's and is supposed to be a "Lowe's exclusive." Well it is going back on Wednesday and I am getting a full refund 1/2 hp motor $30-50, probably more like 15-20 harbor freight sells them cheap, pump $20-30, it's a stupid piece of small plastic with a plastic pulley probably cost $2.00 to make, a transmission $50-70 probably cost them $26 some tin and a plastic tub, this is ridiculous!
Another thing is remember just 3-4 short years ago Sears was selling new washing machines for under $300 what the ** happened! How did everything jump double and triple over the last couple of years?? Price gouging, greed, we are getting royally screwed and my pay check did not go up!!
Screw Whirlpool and everyone else, everybody needs to send a message no more frigging **!! Stop buying and they will change their tune! I am going to start grabbing all of the old machines I can and fix them! If I have to take a motor from a grinder and I use a water pump out of a Chevy pickup I will figure out a way it can be done!! American ingenuity that's what made us great!!
We need real mechanics and machining and industry again and then the other countries will start dirtying themselves again. They are moving everything out of this country when we have all the raw materials, we don't need anyone! Wake up people! I have had it! My grandmother washed clothes with an old scrub board! I am going to make one again with a few twists!
Two years ago we bought a house that needed some updating. We bought a Whirlpool over-the-stove microwave, a Whirlpool gas range, and an Amana washer and dryer, both made by Whirlpool. The first to break was the microwave. After one month of light use it stopped heating. A repairman was called and he replaced a major part (under warranty). The next to develop problems was the gas range after about 8 months. I decided to put it on the self-cleaning cycle. After about 15 minutes sparks began shooting around inside the oven and then the whole thing shorted out.
I called the fire department to make sure it wasn't the wiring and that there wasn't a fire starting in the walls. All of this was OK. I called the repairman who replaced some sort of circuit board. I have not put it on the self-cleaning cycle since. The microwave has developed a crack in the door. The knobs on the gas range require so little effort to push in that the burners turn on when you lean over to press the button to light the oven and a few times we have come home to find the house smelling of gas, once even while my husband was home and sleeping. (I called Whirlpool on this and they sent a new set of knobs, after some insistence.
Their original statement was to call the serviceman. This would cost $129 just for them to come out and tell me the knobs were defective). The last straw was a couple of days ago when the dryer just stopped working. We did call the repairman who said the thermostat went and took the control board out with it. It would cost over $400 to fix, including the $129 service call, about two-thirds of what the dryer cost originally.
We went right out and bought an LG dryer recommended by Consumer Reports. The washer is the only thing still working properly of all these two year old appliances and I fear it's just a matter of time. Caveat emptor. Don't buy anything made by Whirlpool. Maybe the older appliances worked well, but this is just poor workmanship and appalling quality.
At the end of January, we had an issue with our washing machine and I contacted Whirlpool customer service. They gave me a number to call to set up a service call. They came out the following week, looked at it and said the softener switch needs to be replaced. After a week they came back out and replaced the switch... still didn't work, so they ordered the timer.
After a week, I called and they said they haven't received the part yet from their supplier so they would call Whirlpool to have it overnighted. This was on a Monday. By Friday I had not heard back from them so I called Whirlpool, they had no record of a part being ordered and contacted the service company. To much frustration, I told them I didn't want to deal with that service company any longer so Whirlpool had the part overnighted to me instead.
Once we received the part, I used Whirlpool's website and scheduled another service call to have the part we received replaced. Another week goes by, someone came out and looked at the washing machine. They did a diagnostic test on the machine and said it wasn't the timer but the load selector switch that needed to be replaced. Here it is, the second week in March, 7 weeks later, and they came out to replace this part... still doesn't work. The technician "thinks" it's the softener switch... the part that was replaced the first visit back in the beginning of February.
We have been more than patient, and when we contacted Whirlpool to complain that no one seems to know what the problem with our washing machine is and that we just want to return it for a refund.... they said that they need to try to fix it first.... hum.
How long does it have to take to fix something before Whirlpool will acknowledge that it is unfixable and they need to just replace it? After speaking with a customer service manager, we still are in the same situation that we started with. They don't care that we have had to use the laundry mat for the past 7 weeks! They were extremely unhelpful and don't stand behind their guarantee. We will NEVER buy a Whirlpool product again... that's my guarantee.
HYDEN, KENTUCKY -- The Front loader washer I bought 3 years ago cost me $1200. For our big family the energy and water efficient washer seemed perfect. 3 months into the purchase the fail signs indicating something is wrong kept beeping and no matter what we did they kept coming back on. Finally the problems seemed to be under control and for the occasional, not spinning, not rinsing, not unlocking the door etc. everything was FINE. Just before the one year warranty ran out, the machine went haywire and basically quit.
I called the company, no help. I called the repair guy assigned by the company in my area, and he said that it still would cost me an arm and a leg for him to come see us, because service time wasn't included and we lived far away! He directed me on troubleshooting and I got the machine to at least run again. It got to the point, that I had to leave the top open to get a response, run the washer 2 to 3 times for one load to finish or bang the top with my fist for it to kick on. Oh, by the way this washer is fully computerized.
Now 3 years later the rubber seal from the front connecting the drum has ripped more than halfway around, causing a flood. Well, I finally had it and put the cursed thing in the garage and went to Sears to buy a top loader, affordable and simple. I WANT MY MONEY BACK!!!
I'm disappointed with the service I received from the Whirlpool people. Basically you buy the product, never anything that goes wrong with it is under warranty, and they make you feel as if I did something to their stupid machine and instead of washing clothes it was designed to bake bread. I hope my new Kenmore 700 will do better for me and goodbye Whirlpool, I'll never buy another product of yours.
We purchased the washer in May 2006, and it stopped working on Nov 2007. Authorization code was sent to Whirlpool, Canada to arrange for a technician to come to diagnosis the problem on 11/28. The guy was scheduled to be here between 1:00 pm - 3:00 pm on 12/14, but he did not show up after 6:00 pm on that day. After fumbling around for a couple hours, it was determined a part need to be replaced, and the part is in Toronto and has to be shipped to Vancouver - and he would get back in a week to fix it.
On 12/20, we did not hear back from Whirlpool, so I called the customer service - surprise, there was no part order on the record, and they needed to contact the technician to get an update (it seems like the technician just disappear into thin air and did not bother to put in an update), and Whirlpool would have an update in 24 to 48 hours. I called on 12/21 - no update yet, the technician did not respond to ping from Whirlpool, I escalated the issue again.
Again another call from me on 22, 24 and 27. Same answer. And today, (12/28) surprise SURPRISE the technician is on vacation and won't be back on 1/7/08. And there is nothing Whirlpool can do… (other than they want to charge again for their incompetence by having another authorization code - so they can charge again to send another technician out to re-diagnosis the problem! My jaw just dropped at this point.)
Stay tuned - the saga is still going and going, and we are without washer for more than one month, and with the amazing repairing service we have from Whirlpool, it will be a miracle to have the washer working by next Christmas. Lesson I learnt from this: DO NOT BUY WHIRLPOOL.
UNION CITY, CALIFORNIA -- I am having a very hard time with Whirlpool appliance. I admit that I will not get any Whirlpool appliance for the rest of my life. I bought a new house in Northern California three weeks ago from KB home and the home comes with all Whirlpool appliance with the upgrade option. The washing machine (WTW6600SW2) broke down the first day I moved and that was three weeks ago. The machine shown the error message (LID) means the machine could not activate the locking mechanism to lock the door; as a result, the washing machine would not start washing.
I called the Whirlpool customer service and they arrange one of their sub-contractors (Payless Appliance) to come and to diagnostic the problem. After their first visit, they were not sure whether the problem came from the control unit or the switch. They ordered both the control unit and the switch and they came in again last Friday (11/09/07) and replaced the control unit because they found out the control unit was the cause.
The washing machine broke down on the next day (11/10/07) with the same error code (LID) in the middle of washing cycle. I could not do anything beside took out all clothes and drawing the water. I was pretty unhappy with the situation. Since it happened on the weekend, I called the Whirlpool customer service the following Monday (11/12/07) and they told me that they will as the same sub-contract company to come out to fix the problem again since the sub-contract company has 30 days warranty on the job they did before. I think Payless Appliance is in Fremont, California.
They came in after 4 pm on my request for the first two times. I did the same request on their third visit and they gave me a time frame for 11/13/07 from 4 pm to 6 pm. Yesterday, they called me around 3:20 pm and told me that they were already in my place and they cancelled my appointment. I was kind of surprise because they came in before the time frame I was provided. So, I called the Payless Appliance and the customer service personnel hanged up on me after exchange talking to him/her regarding my situation.
Afterward, I called Whirlpool and I told Whirlpool I would like to use some other company to come to fix the problem and they gave me a different company. Both of the Whirlpool customer service and the Payless Appliance customer service personnel did not treat their customer professionally and I am deeply disappointed by them.
I understand both of Whirlpool and Payless Appliance do not pay attention to a few customers like me. I would not use Whirlpool and Payless Appliance for my future appliance needs after my two years warranty period ends. I would throw it away and replace it with LG electronics on my entire house's appliance. Next step, I will a letter to BBB regarding the incident.
Wish I had seen the reviews for this machine before I bought it. Apparently, I am not the only one who am having problems with the performance of this machine. I bought it 1 1/2 years ago, and this month it started to make a horrible grinding and sometime banging noise for about a minute straight during the washing cycle, and again during the rinse cycle (think airplane landing in your house, that's what it sounds like). I paid a good amount for this unit which is now 6 months out of warranty. It washes, but the noise is unbearable and I don't know if something is about to break.
Sears wants me to pay $229 for a repair call and fix for one year, but only up to $500 repair. And from the sounds of all of these hundreds of negative reviews on the web, it sounds like the best thing is to just junk it. I don't want to have to keep on buying one-year warranties. BUYER BEWARE!!!!! First and last Whirlpool purchase for me.