Whirlpool Canada Does not stand by product - Major defects in washer - Wants to Repair - Customer Service Non Existent Chomedy, Laval Quebec Canada

Purchased Whirlpool Duet Sport WFW8300SW02 Washer.

November 20th, 2007 the above machine is installed. When machine was turned on - water poured from bottom.

I work in construction, long hours, and little time to spend on the phone with these CUSTOMER CARE idiots. Please note that in between each Whirlpool encounter are numerous phone calls to Bad Boy, Customer Service trying to get machine replaced not repaired. Bad Boy Customer Service is a whole other BAD experience. They were utterly useless. The only ones with any sense were the Store Managers Brian and Gerry at Bad Boy in Barrie. Kudos to them!

Called Bad Boy - Customer Service - they sent Whirlpool authorized repair technician from Reids Appliances in Waterloo, who arrived on November 29th, 2007. He repaired leak but when he went to test mahcine - loud squeal emitted from machine. Technician says that INNER HUB is defective, needs to be replaced, orders part, says repair could take SEVEN HOURS!

December 3rd, 2007 call Whirlpool Canada re status of part ordered as no one is returning my phone calls. They indicate part is in warehouse waiting to be shipped.

December 6th, 2007 call service technician at Reid's Appliances to see when he will be coming to repair machine. I am informed that part has not been received and it is up to me to call Whirlpool and find out what is going on!

December 6th, 2007 Called Whirlpool - part is still there waiting to be shipped.

December 10th, 2007 busy at work, had my mother take over, she called Whirlpool at 5:15 p.m., Tricia, refuses to investigate delay with part or to proceed in any way until address where machine sits is provided.

December 10th, 2007 called Whirlpool at 5:40 p.m., spoke to Jessica, had address, she checks technicians database and discovers that one part of the order the clamp is backordered from the US and they have no idea when it will be received. She is unable to help further as she needs a postal code to set up a file. New house, new street, new subdivision, no postal code!!

December 10th, 2007 called Bad Boy store manager in Barrie where washer had been purchased, Eureka, someone who thinks that machine should be replaced as it is DEFECTIVE. He calls Whirlpool and is unable get anywhere because he needs postal code - his comment " it's like Fort Knox!"

December 10th, 2007 call Whirlpool and get Nidia this time, she finally sets up a file by using a postal code that i purloined from the closest house that had one in the subdivision. The problem is explained yet again, she checks with supervisors and comes back on line to say that she needs 48 hours to 'GATHER AND COMPILE" the parts that are needed. No she cannot transfer the file to anyone else who could look ofter it because once a ticket is opened with a specific call centre person they need to complete it - she is empowered to help the customer!! No I cannot speak to a supervisor. No she will not authorize a replacement and no way would she escalate the call because they are MANDATED TO REPAIR AND NOT REPLACE. Now we're talking about a brand new washing machine that has never been used by the customer. A machine that has had one problem repaired already and a second major defect that needs 7 hours to repair in the customer's home. They want to REPAIR IT because that is their mandate.

December 10th, 2007 called Bad Boy Store in Barrie and gave purloined postal code to store manager. He tried Whirlpool again then called back to say that the postal code I gave him is not the one that Whirlpool has attached to the file. So it seems that Whirlpool Customer Care had already created a file but was unable to connect any of my calls to the file because NO ONE thinks for themselves, they are robots with a script and the POSTAL CODES did not match. The serial number of the washing machine was not good enough, my name was not good enough, my address was not enough, nor was my phone number. How ridiculous that there is only one way to match a file.

December 11th, 2007 visited the Bad Boy Store in Barrie, spoke with store manager, detailed my experiences with Bad Boy Customer Service and with Whirlpool. Common sense prevails - a new machine was received three days later!!

Brad
Guelph, Ontario
Canada

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