Whirlpool Water Heater Terrible Support and Customer Service
Energy Smart Water Heater
CINCINNATI, OHIO -- As a plumber, I have purchased and installed several of the Whirlpool Energy Smart Water Heaters. I can tell you for certain that I have purchase my last one! After having a Whirpool Energy Smart water heater installed for two weeks, one of my customer's electric bill went from $65 to $183. I went back to the house expecting to find a bad element. The element checked out. The water heater was also drawing the proper amount of current. I called customer service and they walked me through everything that I had already checked again. They assured me then that the problem was not the water heater. Wanting to make absolutely sure and having background in electric work, I stuck around to figure out exactly what the problem was. After awhile, we could hear the water heater clicking off and on every minute or so.
I called Whirlpool back to inform them that apparently the electronic "Energy Smart" control box was bad (funny they didn't have me check that to begin with, as I later found that they have had other problems with the electronics). They acknowledged from what I told them that the control box was bad. I asked who in the greater Cincinnati area would stock one and was told "no one, it will have to be shipped from the factory". Being a holiday weekend I could not believe what I was hearing. I asked, "You mean that I have to leave my customer without hot water for three days?" She (Michelle, a customer service SUPERVISOR) rudely repeated what she said without even the slightest sign of sympathy for the elderly couple who would be without hot water for three days. When I asked what the procedure was to make a formal complaint about this was, she snapped back, "Have the homeowner call me" and abruptly hung up the phone! Is that anyway to treat someone who has purchases approximately 25 of your water heaters per year?
I had to go buy another complete water heater just to get the part until the new one arrived. I have just submitted a claim to get paid the $80 that Whirpool pays for their service work (no wonder no one is willing to do it). Considering the way they do business, I will be amazed if I ever get paid. Lowes is just as much to blame, I mean what would it take for at least one store in the greater Cinci area (or every major city) to stock a full selection of parts for such an important appliance as a water heater THAT THEY SELL.
Another example of the absence of customer service in the plight of huge corporations to get a few cents richer. I would not buy another Whirlpool appliance if they were half the price of any other brand!! That is the honest truth!