Is Whirlpool's Maytag dishwasher recall a scam or just a lesson in total ineptitude?
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 Kenisha 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 Matag repairman but a contractor from Sears - called to ask if I had recieved 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 accomodate their parts delivery I have had to rearrage 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.
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