Whirlpool - The WORST Customer/Repair Service
I purchased a new Whirlpool Side-by-Side Refrigerator from HH Gregg in May of 2010 when we bought our new house. In January of 2011, my husband opens the freezer and notices that everything had defrosted. After further investigation, we discovered that neither the freezer or refrigerator were cooling. What a mess! I called HH Gregg and they connected me with the Whirlpool warranty repair department to schedule for a contracted repair person to come repair the problem. The earliest I was told a repair man could come was a few days out and they gave me an estimated arrival time of 1:oo-5:00 pm. In order to insure that someone would be home, I had to take a day off from work to sit at home and wait. 5:00 came and went with no sign or word from the repair company. We I called to see when they were coming, all I was told was that they needed to reschedule. This was on a Tuesday and the next earliest available day for service was going to be on Saturday! I called Whirlpool back and told them that Saturday was NOT acceptable because that would be 2 weeks without a working refrigerator. The gave me the name and number of another repair company that could process warranty repairs but the only problem with this company is that they only come to the city I live in 2 days a week! I went ahead and set up an appointment with them for Thursday (after all that is 2 days earlier than Saturday). When the reapir man came, he said that the compressor had gone out and that he would have to order the part. Great! Now the earliest we can get this fixed will be on Tuesday. Another 5 days without a refrigerator. Tuesday came and went...nothing! Thursday came and went...nothing! We are now at 3 weeks without the refigerator. I called Whirlpool back demanding that they get this problem solved. They looked into the situation and said that they product was on back order, but that they had one they could ship to the repair company. I'm not really sure how something can be on back order yet they have one they can ship, but that is what I was told. They were so polite as to offer to ship the compressor overnight to the repair company, so they would have it on Friday. That really doesn't do me any good since the company still won't come to my house until Tuesday! Whirlpool has not and will not make any extra effort to help me out. They won't give me a credit toward the appliance that isn't even paid for. They won't do anything to compensate for the food that was lost or especially the inconvenience of being without a working refrigerator for nearly a month! I have never been more surprised and disappointed in such a HUGE lack of customer service in my life. Needless to say that I will NEVER buy from Whirlpool again!
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