Whirlpool - Lies about their Mission Statement and Corporate Vision and Values
KitchenAid Stainless Dishwasher - Complaint
2000 N M-63, BENTON HARBOR, MICHIGAN -- On the Whirlpool Website, they promise this to consumers:
Every Home… Everywhere… with Pride, Passion and Performance
Our vision reinforces that every home is our domain, every customer and customer activity our opportunity. This vision fuels the passion that we have for our customers, pushing us to provide innovative solutions to uniquely meet their needs.
Pride... in our work and each other
Passion... for creating unmatched customer loyalty for our brands
Performance... that excites and rewards global investors with superior returns
We bring this vision to life through the power of our unique global Enterprise and our outstanding people... working together... everywhere.
They continue to say:
Everyone, Passionately Creating Loyal Customers for Life
Our mission defines our focus and what we do differently to create value. We are a company of people captivated with creating loyal customers. From every job, across every contact, we will build unmatched customer loyalty…one customer at a time.
Our values are constant and define the way that all Whirlpool Corporation employees are expected to behave and conduct business everywhere in the world.
Respect — We must trust one another as individuals and value the capabilities and contributions of each person.
Integrity — We must conduct all aspects of business honorably – ever mindful of the longtime Whirlpool Corporation belief that there is no right way to do a wrong thing.
Diversity and Inclusion — We must maintain the broad diversity of Whirlpool people and ideas. Diversity honors differences, while inclusion allows everyone to contribute. Together, we create value.
Teamwork — We must recognize that pride results in working together to unleash everyone’s potential, achieving exceptional results.
Spirit of Winning — We must promote a Whirlpool culture that enables individuals and teams to reach and take pride in extraordinary results and further inspire the "Spirit of Winning" in all of us.
Whirlpool Corporation is committed to building products that consumers around the world can depend on to meet their daily needs. This commitment to quality begins in the concept stages and continues throughout the lifetime of the appliance. The result of these efforts is a sustainable and competitive advantage for the company.
Those are simply just words: this is my experience with them so far. They will not let me speak to the CEO because I am sure he would like to know how customers feel about the their products that are so highly touted as the best there is. I also have complaints about the highly priced stainless steel product used on both our stove and dishwasher, I believe the stainless steel is substandard low grade. Yet as consumers we paid a lot of money for this feature. And are sold in the retail stores on this very premise that the extra $$ is worth it because it is such great quality. Complaints on the web (hundreds) say differently. Most feel that they are fraudulent quality SS claims.
Explanation of complaint:
Our KitchenAid dishwasher purchased 5/26/07 for just under $500 has a few defective items. One is the wheel & transport assembly (part number 8268645) just simply broke. There are 4 of these on the dishwasher, they let the lower dish-basket roll in and out of the dishwasher. I am very concerned that the others will breakdown as well. KitchenAid claims that our machine is old and basically 'that's too bad'. The other problem is actually the gasket inside the door. But we read about numerous folks with the same gasket problems get their gaskets fixed (at a cost) and now they can't close their doors or the doors pop open. My husband and I use the dishwasher maybe once a week. There are only two of us and we just wait to fill up the dishwasher before we wash dishes. So even though the unit is just over 3 years old, we don't use it that often. KitchenAid has a mission statement that says they are committed to building products that consumers around the world can DEPEND on to meet their DAILY needs. But when I inquired about the broken assembly piece, they basically gave me some mumble jumble : On 1/13/2011 1:25 PM, Kitchenaid_customerexperience@Kitchenaid.com wrote:
> > Dear
> > Thank you for visiting our website and taking the time to write and for calling my attention to the concern you expressed regarding your KitchenAid dishwasher. I am sorry to learn a replacement roller is needed and for any delays in responding.
> > When one of our appliances fails to meet a customer's expectations it concerns me, as I take pride in the quality of our products. I know how disappointing it is whenever any manufactured item requires servicing.
> > Since I am also a consumer, I certainly understand your frustration. I would like to take this time to inform you, however, that although our appliances are manufactured under strict quality guidelines, occasionally failures do occur. Unfortunately, we cannot guarantee there will be no repairs or part replacements needed during the appliance's lifetime, as components do deteriorate or fail on occasion due to factors over which we have no control. I would also like to advise, that I researched your specific model KUDL02IRBS4 and am unable to explain what factors have contributed to your concern, since no recalls or known issues are present.
> > With the above in mind, in an effort to administer our warranty fairly to all customers, KitchenAid Corporation complies with our legal, written, product warranty. Therefore, once a product warranty has expired, any costs for maintenance, service, or component replacements are then within the owner’s time frame of responsibility. Taking this into consideration, I regret to inform you that that due to the age of the product, we will be unable to assist with a replacement roller.
> > For your convenience, I have attached the Parts List in the form of a PDF document to this email. You will want to review this document to determine the part number of the roller. Once you have the part number, you may place an order for it by contacting one of the following places.
> > 1. Our Consumer Direct Sales Department at 1-800-442-9991 or 1-888-222-8608.
> > 2. One of our authorized service providers.
> > For listings of service providers in your area, please visit our website at:
> > http://www.servicebench.com/wp_locator/Kitchenaid.html
> > 3. One of the local parts distributors.
> > W. L. May Company, Inc.
> > Reliable Parts, Inc. East
> > Reliable Parts, Inc.
> > Reliable Parts, Inc.
> > I do apologize for any inconvenience you’ve encountered, as you are a valued KitchenAid customer and I appreciate your support of the KitchenAid brand. Thank you for allowing me the opportunity to assist you today.
> > I invite you to contact KitchenAid again either by calling 1-800-334-6889 between 8:00am to 8:00pm EST weekdays or by emailing whenever the need arises. When calling please press the available option or stay on the line to reach a representative.
The phone call I had today basically said 'tough' your warranty is expired. Even though I clearly stated that since the product is NOT used daily that the 'wear and tear' should be rather minimal. The part may have 'worn' out or broke within warranty if we had the need to run it daily.
My premise is that their whole image, mission statement, vision surrounds these words: Our vision reinforces that every home is our domain, every customer and customer activity our opportunity. This vision fuels the passion that we have for our customers, pushing us to provide innovative solutions to uniquely meet their needs.
Our unique needs are that we do not use the machine daily yet the parts broke, maybe there is something with the quality of the part?
Integrity — We must conduct all aspects of business honorably – ever mindful of the longtime Whirlpool Corporation belief that there is no right way to do a wrong thing. Whirlpool Corporation is committed to building products that consumers around the world can depend on to meet their daily needs. This commitment to quality begins in the concept stages and continues throughout the lifetime of the appliance. The result of these efforts is a sustainable and competitive advantage for the company.
The ring of promise circling the Whirlpool Corporation logo denotes the company's commitment to quality.
I don't see it. It appears that they are resting on the laurels of the old KitchenAids from years ago. As far as I am concerned, they show no good faith to work with customers once they get the money for their products. I continue to see hundreds of complaints about substandard customer service. As a consumer I expect a company to be HONEST about their mission statements and promises in providing quality products. Their marketing image is that they have a solid product that would last years.
Here are their words: Whirlpool Corporation is committed to building products that consumers around the world can depend on to meet their daily needs. This commitment to quality begins in the concept stages and continues throughout the lifetime of the appliance. The result of these efforts is a sustainable and competitive advantage for the company.
Globally, Whirlpool Corporation manufactures products using principles of lean manufacturing and operational excellence to ensure continuous improvement of processes and to produce products that meet the company's high-quality standards.
At Whirlpool, there is a constant focus on seeking out new and unique ways to improve the function, performance and sustainability of our products.
I am saying that as a consumer, since I do NOT use the product every day that maybe the parts are substandard and should be replaced for free. They suffer from a complete failure to acknowledge, let alone take responsibility for a poor quality product. We spent well over $3000 for the stove and dishwasher with the quality expectation based on their marketing image. But as a consumer who was told 'tough, the warranty is over no matter how much you may or may not have used it' tough, just plain tough! I am very afraid of what will happen to the stove now that it too is out of warranty. I say buyer beware. Just like many corporations out there in these economically troubled times, it's all about the BOTTOM LINE -Profit and Shareholders and bonuses and salaries to the rich who get richer by taking advantage and lying about their products. Who cares they say because someone else will buy the items even if I boycott them for life! No one cares about Middle America, they only care about themselves and money...quality and customer service skills have left the building. All they have on their mission statement and vision are words..lies to the consumer.