Whirlpool Canada - Terrible Customer Care Experience
Service on Front Load Washer - Complaint
The Whirlpool washer that we purchased in Feb 08 stopped working in Sept 08-- over 3 weeks ago, and we have had the runaround from Whirlpool since then. We have had to call Whirlpool numerous times to find out the status of our part and service. Each time waiting an hour on hold. On our first call a technician was booked, though he chose to diagnose the problem without seeing the washer. He ordered the probable part (a pump) in an effort to speed up the repair. Sounds fine. We were told that the part would be in in 2-3 days if it is in stock. A pump, right? That should be in stock! No way. We called the following week to learn that the pump had not actually been ordered. Not to worry, the tech probably just hasn't registered the order.
We called a few days later to confirm. Yep, the part is now on order, but will be a week or so because it has to come in from Montreal. A week later, still no pump, and no call from Whirlpool. So, we spend another hour on hold to find that the pump is not in stock in Montreal, now it has to be ordered from Calgary. No problem, they will put in that order right away. A few days later we call again. Now the pump is out of stock in Calgary and has to be ordered from the US. They will place an order for us RUSH and it will take 5-7 business days.
Why is there no pump in Canada? Why do they not take some initiative when a piece is out of stock and order it for us? Why do we have to keep calling them?
I even wrote to Whirlpool Canada to register a complaint a week ago. They promise to respond within 2 or 3 days, and you have fallen down on that. NO SURPRISE.
Needless to say, I am very disappointed. More than 3 weeks since our washer broke, and we are still lugging clothes to the laundromat.
Terrible terrible service. Do not buy from Whirlpool.