Whirlpool - Customer Experience Centre?! My experience - AWFUL!!
Front load washer - Complaint
So I purchased a new washer and dryer from a local store, I chose Whirlpool as I know the brand and believe it to be reliable. Their advertising is both customer focused and environmentally aware. 7 weeks after the washer was delivered the seal around the door is very badly torn in 2 places and caused the washer to leak all over my laundry room floor.
I went on-line to arrange a service call and to be on the safe side called the 'Experience Centre' to ensure that the technician due to visit would have the correct part to enable him to repair my washer. A week later the technician arrived and guess what, he didn't have the part, nor did any distributor in the Dallas area. I decided to call the experience center again and was unfortunate to speak to one of the most unhelpful, not to mention unsympathetic and rude customer service managers I've encountered. As first he refused to believe that I had only recently purchased the washer, so much so that I had to take a photograph of my receipt and e-mail it to him. I did explain that the service technician had verified my receipt but this was not good enough for him.
He confirmed that the part I needed was out of stock and was on back order with no guarantee of delivery before the holidays. I explained that I have 2 young children so not only is it extremely inconvenient not to have a washer but also to trek to a laundromat with 2 kids in tow is near on impossible, he couldn't care less. All I got from him was the 'procedures that must be followed' and the fact that there was nothing he could do until the 'procedures were followed'. It seems that if the part cannot be located then I just have to wait indefinitely, there is no provision for the washer to be replaced as my warranty is 'repair' and not 'replace', another procedure?!
So now I'm left, 2 weeks before before Christmas, with a young family and relatives due to arrive from overseas in 4 days, with no washer and no sign of any resolution, oh yes, and a multi-national company that doesn't give a hoot. Happy Christmas Whirlpool!!