Whirlpool - Products and Service in need of an overhaul
Both Slide-in Range and Refrigerator - Complaint
I have a 3 year old Whirlpool Gold stainless slide in range and matching bottom freeezer regrigerator. When the frige arrived the freezer drawer did not function properly and a service tech was dispatched. It didn't take the tech long to determine that the two drawer runners were not a matching set and neither were the right runners for this regrigerator! How does something like that happen, and more importantly how did this fridge get through quality control? A week later the tech returns with a new set of runners and installs them. Now the door makes an extremely lound clank every time it is opened - great reapair work indeed! We work around not opening the freezer after a certain hour for fear of waking up everyone.
The range is another story. In the three years we have had this unit, we have cooked two turkeys, and one roast in the oven, the only other use has been to reheat small things for durations of up 45 minutes or less. On two of the three instances when we attempeted to run the oven for over an hour, it has had a serious failure (displaying E2 -F3- on the controls panel), which according to the owners manula, requires service. In may of 2009 I had a technician replace a sensor and had to foot the bill for the repair because the manufacturers warranty had expired. Of course when you call Whirlpool, the first question asked is "did you purchase and extended warranty". That was a red flag moment, and speaks volumes about the companies approach to profits (selling extended warranties they know you are going to need) and cusomer service. If the products were better made and Whirlpool stood behind them, the extended warranty would not be such a necessity, unfortunately this appears not the case.
In spite of my attempst to resolve what is obviously a product deficiency, the best I was offered by the customer service center was a discount on the replacement parts. Well the real cost of any repair is labor and not parts, so what Whirlpool offers is essentially a slap in the face, I couldn't care less about a discount on a $5 part when the total repair bill will be in excess of $150 bringing the repar cost total to over $300 on a range that cost $850 three years ago. At this rate I will have spent more to fix my Whirlpool range that I do on brakes for my cars, or in relative terms than I do on healthcare!
At this point I have given up on Whirlpool and regret having purchased their products. The only bigger regret is having to deal with what they call, their customer service department. My best recommendation is to shop around and buy up to Maytag or even Sears, at least they stand behind their products. Whirlpool has become the applicance equivalent of what Ford was before this latest rebirth. In other words they are to be avoided, there are much better options available.