Whirlpool/Maytag - Dishwasher - Bad Customer Service
SEATTLE, WASHINGTON -- I recently had to write this letter and have received no response. The CEO of Whirlpool is really out of the loop.
May 29, 2007
Mr. Jeff M. Fettig
Chief Executive Officer
553 Benton Road
Benton Harbor, MI 49022
Dear Mr. Fettig:
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 timeframe 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 these additional points from your web site most interesting:
…the success of Whirlpool's global business is driven by its ability to truly understand and fulfill customer needs
Creating unmatched customer loyalty for our brands is the cornerstone of our strategy. This simple idea is based on an in-depth understanding of our customers’ needs, wants and expectations, so that we can consistently deliver unique, innovative solutions to meet or exceed these expectations. The success of our strategy depends on knowing the rational and emotional drivers that build customer loyalty for a brand.
As a company, we are learning and building new skills that will enable us to better earn customer loyalty. In a rapidly changing global marketplace, our customers are more knowledgeable and have more choices than ever before. We understand this and believe our efforts to build unmatched loyalty for Whirlpool Corporation brands will make them the best choice for many customers and provide Whirlpool with a unique and differentiated value creation strategy.
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.
More Reviews on Whirlpool/Maytag: