Whirlpool - Duet Washer Malfunction
Duet Washer WFW8400TW - Complaint
On October 1, 2008, we began using our new Duet washing machine and dryer. Yesterday, the machine self-destructed. A horrible wrenching preceded an unprecedented amount of shimmying. Luckily, I was close enough to turn off the machine. According to our repairman, the motor came loose from the motor mount and punched a hole in the back half of the tub. Water spilled all over our hardwood flooring and the machine is severely damaged. When I contacted Whirlpool, the customer service reps were friendly and helpful, but the most they would offer was a 50% reduction on the cost of the replacement part. Am I confident that a $400 repair bill will repair not only my $700+ washer but also my trust in the appliance and the company that makes it? I am not. I am also very concerned that a design flaw means this will recur with our machine or happen to others. Since there are only two of us in the household and we wash only several loads a week, the breakage can't be caused by overuse or abuse. Whirlpool should address the design flaw issue immediately and offer more compensation to customers who place their trust in the company. 20-month old washers should NOT break down.
Update to this problem: after my initial posting, a Whirlpool rep contacted me and offered their services to repair the machine at no charge to us. The authorized repairman came to our home, discovered that more parts were needed and promised to make the washer as good as new. Today - 7/6/10- 23 days after it broke, I have a functioning machine. It appears someone at the factory forgot to install the bolt that holds the motor in place. If we had been a family using the machine more heavily, the washer would probably have broken down sooner.
Thank you, Whirlpool.