Whirlpool's "Ring of Promise" ----NOT
Whirlpool Stainless Steel Over the Range Microwave GMH6185XVS - Complaint
Here is the letter I sent to Whirlpool and have not gotten a response regarding our frustration with the Whirlpool microwave we purchased. We still have not heard from anyone at Whirlpool after 30 days. We have now purchased another brand microwave and the broken one is still at Ronnie's Appliances waiting for a response from Whirlpool.
Jackson and Linda Elliott
Address and our phone number removed prior to posting on Internet
May 14, 2012 Home Phone: Jeff M. Fettig
Chairman of the Board and CEO
2000 N. M-63
Benton Harbor, MI 49022-2692
RE: Whirlpool Stainless Steel Over the Range Microwave GMH6185XVS-1, Serial Number TR00610674
Dear Mr. Fettig:
We are writing to express our extreme frustration with our numerous efforts to resolve our complaints with your customer service representatives and managers regarding the failure of our Whirlpool Gold Microwave.
We purchased our Whirlpool Stainless Steel over the Range Microwave GMH6185XVS-1, along with a stainless steel double oven and refrigerator in 2010. Seventeen months later, the magnetron failed and we paid for parts and labor to have this replaced. Then seven months later, the same failure occurred and we are now faced with the decision to again pay for parts and labor for a product that we feel should be taken off the market for poor quality.
We believe, after reviewing copious complaints listed throughout the Internet regarding this product that this microwave obviously has design flaws or Whirlpool is using substandard parts in its manufacturing process.
As an executive of Whirlpool, how would you respond if you had purchased this unit and had the same performance history that we and many others have experienced with this product? Would you feel that you are being truthful in your corporate communications that are publically displayed on your website? We feel that you would be as frustrated and irritated as we are and would take action to adequately address these issues.
As we reflect on our memory of the past 50 years and what our parents told us about Whirlpool products and the quality they represented, we are quickly losing faith that this is still true today. Do you still uphold the statement in your logo? “The ring of promise circling the Whirlpool Corporation logo denotes the company’s commitment to quality.”
In our research to write this letter, we have thoroughly reviewed the Whirlpool Corporation website and feel that your intent for over 100 years is to deliver quality products that develop customer loyalty. From our recent experience to resolve our complaint, it is evident that the customer service folks at Whirlpool, and most importantly the Management at Whirlpool, have forgotten the concept of MVC (Most Valuable Customer). Just in case you aren't familiar with this approach, the MVC is the customer that you already have ( i.e. Jackson and Linda Elliott, and our network of friends, family, and day-to-day acquaintances). Normally, these are the customers you don't want to lose. After all, research has revealed that it will cost you seven times as much to find a new customer as it does to keep an existing one. What about current "customer-centric" concepts such as One-to-One marketing? Or, have you ever heard of customer relationships management (CRM)?
“Whirlpool customer service is ranked #429 out of the 536 companies that have a CustomerServiceScoreboard.com rating with an overall score of 26.77 out of a possible 200 based upon 475 ratings. This score rates Whirlpool customer service and customer support as Terrible”
If the following statement you make is true, then I feel that you will satisfactorily resolve the problems with our microwave at no additional cost to us: “What truly distinguishes Whirlpool Corporation is our Unique Sense of Responsibility. We have built a culture of responsibility that is good for the business, the environment and society overall.”
Should you feel the responsibility to resolve this in an amicable manner, please call us to discuss a satisfactory resolution at your earliest convenience.
Jackson and Linda Elliott
Most Valuable Customers
David A. Binkley Senior Vice President, Global Human Resources
Marc Bitzer President, Whirlpool North America
Daniel F. Hopp Senior Vice President, Corporate Affairs and General Counsel
Roy W. Templin Executive Vice President and Chief Financial Officer
Michael A. Todman President, Whirlpool International
Ronnie’s Appliances, Roxboro, NC