I bought a Whirlpool Duet front loading washing machine, to save water and electricity - and because my parents happen to have a front loading machine that I really liked. I chose the Duet because Lowes just happened to have a scratched unit on sale the day that we bought our refrigerator (regrettably, it's also a Whirlpool).
We bought the appliances on July 5th 2007 when we moved into our first house. All was just fine and dandy, until April 6th 2008 the washing machine kicked out error code F70 mid-cycle. The next morning I called Whirlpool's customer service number to schedule service. The said someone from Best Home Solutions would be there on April 9th.
Best Home failed to show up on April 9th, didn't even call or anything but at least they came on the 10th. A front loader's door is locked shut mid cycle so my clothes were soaking in water, for 4 days and they smelled just wonderful when Mark from Best Home Solutions finally got the door opened.
Mark couldn't find anything obviously wrong, but thought that the computer had gone bad. He ordered 4 parts, a central processing unit, a user interface computer panel, a wiring harness and something he only put down a part number for. He promised that Best Home would call when the parts came in.
On May 13th I called Whirlpool back to ask about the status of my parts. Whirlpool spoke to Best Home, and Best Home called me to say that they expected parts by May 20th because they were on back-order. Irritating but understandable.
May 21st Mark came back to install the parts. The parts went in and the washing machine still would not work. He ordered another interface, and again we waited for parts.
On July 7th I still had not heard from Best Home so I called Whirlpool. The lady asked me why I was calling them instead of Best Home and I said "because you are the one with the warranty!" They contacted Best Home Solutions and scheduled an appointment for July 9th. I can't imagine how Best Home Solutions can stay in business if they can't even call to schedule appointments when the parts arrive.
On July 9th Mark comes back, the interface doesn't do jack. Now instead of flashing F70 the machine will do nothing except 3 short beeps. Mark calls Whirlpool's tech line. Whirlpool insists that Mark has never contacted them about this machine when in fact he has, at least twice before. Whirlpool tries to say that there is no file for this machine. They finally tell Mark to order a door latch. Mark tells us to call Whirlpool ourselves.
I call Whirlpool and by now I am demanding a replacement machine. A Jonas Barnes said that they would request receipts from Best Home Solutions and see if the machine met requirements to be replaced.
The next day Jonas left a message on my machine saying he had the paperwork but that he needed to verify some things. I could call anytime and anyone could help me because he put it in my file (the file that didn't exist last time I spoke to them). I called and spoke to a woman, who tried to tell me that I had returned a washing machine last November. SO I returned a perfectly good washing machine in November of 2007 because mine didn't even break until April of 2008? Riiiiight. Then they tried to tell me that they had the files mixed up or lost or something.
The next day, July 11th I personally requested my file from Best Home Solutions. They faxed it to me at Wal-Mart, where I then faxed it to Jonas Barnes at Whirlpool. I never heard anything else from Whirlpool on this matter. Best Home Solutions never called me to say that the door latch was in either, not that I care.
On August 14th 2008 I filed a complaint with the District Court of xxxxx County suing Whirlpool for $1039.02 (price of washing machine + tax I paid) and a court date was set for October 1st 2008.
Whirlpool's official response was to deny responsibility and investigate the claim.
A lady named Jo Ann Ingrahm called me to say that they will buy back the machine, at the price I sued for. Best Home Solutions is supposed to pick up the machine and give us the check sometime in the next 3-4 weeks. In her letter dated August 27, 2008, Jo Ann requested a copy of the dismissal of the lawsuit once the washer has been purchased back. They also sent a release form that I am to sign after I get my money back, stating that I will not publish the allegations which relate to the occurrence that forms the basis for this Settlement. I have not received my money and I have not signed any agreement as of this date September 3rd 2008.
It's pretty bad that it has taken from April 7th 2008 to September 3rd 2008 (and still waiting) to get this issue resolved. It's pretty bad when Whirlpool's customer service department would rather claim they lost my records, claim that I have already returned a machine, claim that my records got mixed up with someone else, claim that I never called them, hang up on my husband, than just replace a lemon machine. It's pretty bad when you have to SUE them to get your money back.
U.S.A. Click here to read other Rip Off Reports on Whirpool