We purchased a Maytag Neptune washer from Home Depot about a year to a year and a half old. When we purchased it we got an extended warranty which was purchased through Home Depot and provided through A&E Service Center and valid until 2011.
Appointment #1 On October 13th the washer stopped worked and gave an error message of "Lr". We called the number on the warranty for service, and they set up an appointment for approximately 5 days later. When the techinician arrived, he stated he was not allowed to work on Maytag washers, and we would have to call back in and make a new appointment!?!? I was nice, but explained to him that we told the rep that it was a Maytag washer on the phone, and the warranty clearly states we have a Maytag washer, so how was the wrong technician sent out? He said just call them. I understood it was not his fault, and asked if perhaps I called the wrong # for service, but he verified the number I called was indeed correct.
Appointment #2 I called back in as the service technician was leaving and explained ot the rep what had happened, she never appologized, but did set up a new appointment for 4 days later. I explained to her again it was a Maytag and its error messgae was "Lr", and according to the manual it is a motor problem so please make sure they have the part when they arrive. When that Maytag authorized techinician arrived he went and looked at the washer and stated it was a bad motor, and he would have to order the part, because he was never told that it was a motor problem otherwise he would have brought it with him. He stated he would come back out on Thursday to install the part.
The techinician arrives on Friday, missed Thursdays appointment with no call to let us know it was rescheduled, nothing on the caller ID, nor the answering machine, and we were home all day. When the techinician arrives I explained the part had arrived to our house on Wednesday, but no one ever showed on Thursday as planned. He explained he was busy so could not make it, and forgot to call. He further stated, that the motor that was sent was wrong, as he accidentally ordered the WRONG part. He stated he had the correct part in the truck though. He got the part from his truck went to fix the washer, and after a couple bangs later, he told us that part was also the wrong part as well, and he would have to yet again order the correct part. I explained that we have 4 kids, and we are having to pay each time to take all this laundry to the laundry mat, and furthermore it has been nearly 3 weeks already, and it is still not fixed. He said he would have the correct part overnighted, and would be here no later than 2-3 days from now.
The techinician never showed, and never called. The next day, day 4 I called A&E Service Center and was told the part was not requested to be overnighted, and was just sent out 2 days ago. It would be there by Friday or Saturday. I explained what had transpired, and how this was unacceptable. I further explained that it has been nearly 3 weeks, and I have spent about $30 a week in laundry mat costs or roughly $90 in 3 weeks, and need reimbursed for at least part of that, they refused to help out with even a penny. They stated they would send the technician out on Friday since the part shows it was most likely going to deliver Friday.
Friday is finally here (that's today Nov 7, 2008). I was so happy just to finally get this taken care of I was just going to let the other problems go until.... we get a call stating the technician called of sick, and they would have to reschedule for Tuesday of next week. I was furious, but calm with the A&E rep and explained the situation in detail again, and stated someone needed to come out today to install this part. They refused. I asked for a supervisor, and was given to Sephanie in the CIT department. She was very rude, and would not offer an appology, nor do anythign to fix the problem, nor get someone out today, nor reimburse us for even a penny of our costs to take our laundry to the laundry mat for nearly 4 weeks. I asked for her manager and she said she would email him. I stated no after all the problems how do I even know he will be emailed? I want to talk to him, or at the very least get his voicemail. She said that was against company policy. I stated that was unacceptable, and asked for the address to the CEO to write a latter to him. Suddenly a manager named Morgan was available. I spoke with Morgan and asked him how he was doing, at which point he rudely said nothing. I repeated how are you again, and he repeatedly ignored me, and asked what the problem was. I explained the situation, and stated there was nothing they could do. I explained that since there are other technicians in the area, have one of them come out and fix it. They said that would impact other customers, so they would not do it. I explained this is the 5th time this has happened, and the other customers are not going on there 6th appointment. He stated he udnerstood, but could do nothing. So I am sitting here today, waiting until Tuesday for another appointment to get my newer washer with a warranty until 2011 finally fixed, but to date it is still broken, and no one will even pay a penny towards my expenses of doing laundry while my washer which is under warranty is broken.
Appointment #6 Is set up for Tuesday Nov 11th, 2008, but based on the history I am sure oit won't get fixed then either. My next step is taking them to small claims court, and sue for a new washer, plus my expenses, if this is not fixed on or before Tuesday. I hate having to do all of this for a Maytag Neptune washer that is covered by an extended warranty.
We also called Maytag and they said even if he comes out Tuesday and cannot fix it, they will just keep sending someone out to fix it, until it gets fixed. I said what if it takes 6 more months? The rep stated then it would take 6 more months. I asked at what point would you replace the washer. He stated there is no written policy on that, so it may never get replaced even if this goes on until 2011 or the end of our contract???
This company should be sued, and should be out of business. I still do not have a working washer.
North Canton, Ohio
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