Whirlpool doesn't know the meaning of customer service
50 lb Ice Maker - Complaint
I ordered a complete house full of appliances directly from Whirlpool for our newly constructed home. All items arrived in good shape and several weeks later they were installed into the home. The under counter ice maker for the bar didn't work from day one. The machine would make ice but then melt as fast as it was made.
I made a service appointment via Whirlpool's website and before their service contractor, A&E, came out to look at the unit a tech with another service company who was out to look at another appliance said that the fan blade had come loose and put it back on. Turns out that the fan blade had fallen off of the motor and the whole unit was heating up. Shortly after he left it began to heat up again. The A&E tech came a day later and re-installed the blade and said it was fixed but said that he would order a new blade just in case. Within a couple of hours it was hot again and not holding ice. The new fan blade arrived and a different A&E tech came out to replace it. Turns out (according to the tech) that the part that is specified in the parts catalog is not the part that fits this unit. The tech re-installed the original fan and said that it wouldn't come off this time. Within a couple of hours it was back to the original problem. At this point I'm calling Whirlpool to find out what can be done about the unit. I'm told that all that can be done is to schedule another service call. I tell them that the techs keep doing the same thing and the problem keeps coming back. "The policy states that all we can do is service the unit". I remind them that the unit hasn't worked since we received it. They don't care, in fact one of the CS reps says "it's not our fault". Wow. Is it my fault, I wonder. Another service call is placed. This time the A&E tech calls me on his way to the house and says "I'm the guy who replaced the blade last time". He tells me that he won't be coming to the house because there is nothing more he can do and Whirlpool tech support insists that the replacement blade that was sent was the correct one.
So, now it's been three weeks of this back and forth and we're days away from our housewarming party and no ice maker. I call Customer Service and am told that all they can do now is send a different repair company to give a second opinion. I tell them that I've got three opinions and don't need another one. At this point I ask for a supervisor and am given to Delia who appears to have gotten the job by being the least sensitive person they could find when it comes to customer issues. She tells me that "we haven't had any service issues with these units". Once again it must be my fault that I ordered and received this unit. Maybe I should apologize to them. She does offer to extend my warranty period by a year to make up for my inconvenience. That's nice but all I want is an icemaker that works today. She tells me again about "policy" and says that she cannot replace the unit but will send out another tech. I tell her to forget it. I want nothing more to do with this company.
Here's where Whirlpool has gone incredibly wrong in this whole process: First, their CS personnel are the most unfriendly and insensitive of ANY company that I've ever dealt with. No exaggeration. They have absolutely no clue to how to take of customer issues. They've been trained to say a lot of the right words but deliver them as if they've got a gun to their heads. It's clear that they really don't give a da*m about the customer. Second, the last thing I want to hear about is their "policy". Your policy should be to take care of the customer at any cost. How many times are you willing to send a tech out at a $100 a pop on my $1000 ice machine? Your policy just cost you a future customer and one who has a big mouth and isn't afraid to use it. Lastly, I don't want to hear about fault and whether or not they've had problems with a particular model. I'm having problems with my unit and that should be all they care about.
When considering the purchase of major appliances, think about how you'll be taken care of (or not) if something goes wrong. Skip Whirlpool and save yourself the frustration.