Maytag Corporation Informative - Maytag Service Saga
ALBANY, NEW YORK -- As Posted on SEVERAL Forums and Chat rooms ALL OVER the Internet:
Newlyweds August 12, 1989.
Buy a used pair of Maytag Washer & Dryer (Copper colored that they stopped making sometime mid '70s).
Had them through three moves and only replaced the Motor one time and had to clean and lube the motor tracks a couple times.
June 14, 2004. Finally had to replace the washer, and based on having a ten year old (or older) Maytag for fifteen years, we decide to buy a new Maytag $365.
June 28, 2006 New Drive Pulley and belt. Two year old PLASTIC Pulley wore out and chewed up the belt. $145.80
March 13, 2007 Broke Brake needs Drive Pulley "KIT" which includes the brake and the Plastic Pulley and Belt ("Sorry can't get just the brake by itself, it only comes in the "KIT") $183.
July 5th 2007 While off on my own little Vaca the wife reports the washer quits again. Get home, Look underneath and sure enough there is a broken piece hanging out of the water pump. How do I know it is the water pump? Am I a trained technician? Well, there are three things hooked to that whazzit, a hose from the tub, a hose to the drain, and a belt around the pulley underneath it, I think it is the water pump.
Call Maytag 1-800-688-9900 and the first couple of minutes of voicemail hell you have to listen to notices about a couple of recalls on their products (this is building my confidence). One hour dance on the phone with Maytag explaining that I do not want to pay another $150 repair and have a three year old machine that I am not confident will keep working three weeks longer. I'd rather go spend $450 and get a new machine with at least 12 months warranty. Maytag says they will warranty the pump but I have to pay $65 service, to which I say OK. I further tell them to make sure their third party contract service provider shows up with the correct water pump for my model, serial number, and revision of machine (they have all the numbers) because I know it is the water pump.
July 7, 2007 3rd party service tech shows up. Looks under the machine, sees part hanging out of whazzit and says "Wow, I have never seen a water pump fall apart like that before. I hope I have a replacement on the truck.” One hour plus on the phone with several other techs and tech support and he decides he can use the pump he has even though it isn't exactly the called for part number. $218.35!!!!
$65 to come out, $70.18 for the part and an hour and a half labor of which one hour plus was the research to see if the water pump he had on the truck could be used on our machine. Maytag did NOT hand off the call with the note that it was definitely the water pump (A&E Service never trusts Maytag or customers diagnosis anyway). Also Maytag DID NOT provide an authorization number for the warranty on the part. Saturday and NOBODY is answering the phone at Maytag, not even if you try to press 1 "if you are in a store and going to buy a Maytag". It is either pay the $218 or he has to take the pump back out. I say take the pump and the washer both and get the hell out. WIFE says "If it is working pay him, I have to do laundry."
July 9th, 2007 I call Maytag and after several runarounds (I will not take NO from someone who does not have the authority to give me a YES) we finally get an approval to credit me for the part but I have to take it up with A&E for the labor. I also have to submit a letter and copy of the bill to get the reimbursement. Next call A&E to see about a credit for the hour and a half labor of which over an hour was the kibutz on whether he could use the part he had. She starts to get a little huffy with me when I finally lower the boom. "This was paid for with an American Express Card, you can either credit all but the $65 or I will protest the full $218.35 and you will get bupkis."
She agrees to credit all but the $65 and the part.
We will see what shows up on next months bill.
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