Lousy Customer Service by Whirlpool
Whirlpool Hot Water Heater - Complaint
RUSSELLVILLE, ARKANSAS -- Update: My part is on the way via UPS and is supposed to be delivered sometime today. Company is sending a gas control valve. Husband is looking for a local technician to install the part since we still haven't heard from the 2nd certified repairman and Sears won't send anyone for another week. Keeping my fingers crossed. Husband is currently relighting pilot everytime we need hot water.
Purchased a Whirlpool hot water heater from Lowes on January 24, 2008. On January 19, 2009, the pilot light went out. For the past 3 days my husband has had to relight the pilot light each morning. Called Lowes and they cannot do anything because Whirlpool makes the customer go through the Whirlpool Technical Services people and then use their technicians. Finally got off hold (after 25 minutes) and talked to a Service Rep. who gave me a number to call for a repairman. (Whirlpool won't replace the hot water heater because it can be repaired.) The repairman is from Sears and will only come to my town on Thursdays. Since I won't get the part until sometime tomorrow (Thursday), Sears didn't want to send a technician until the following Thursday. Called Whirlpool back and was again on hold for 20 minutes. The new representative gave me the name of another technician to call -- in a town 80 miles away. I'm still waiting for him to call back. My only other option is to call my own repairman and then Whirlpool will only reimburse me up to $150. I just bought a Cabrio washer and dryer.
Lowes assures me that they can provide a service technician for them -- otherwise I told the store manager that he could come and get them. To say I am frustrated is an understatement.