Complaint Review: Whirlpool

Dryer: Whirlpool Cabrio SN: M04864473 Model: WED7300XW0

My boyfriend and I purchase a Whirlpool Cabrio Washer and Dryer on November 28, 2010 from Lowe's in Shepherdsville, KY. Just after we purchased the set, I read some bad online reviews of the set. I called Lowe's and talked to Chris Sneedy in appliances and he assured me that this was a good set and that it was very popular with their customers. He assured me that if there were any problems that Lowe's would make sure they did everything they could to fix and/or replace the appliance(s). My intention was to cancel the order when I called, but he convinced me not to, now I completely regret not canceling that order that day.

In May of 2011 we called Lowes to report that the dryer was not working properly, they sent a repair person from Maytag Service Co, 1500 South Shelby, Louisville, KY 40217, phone number 502-637-6526. The name on the card that the repair person left is "Steve Thornbury". The repair tech indicated that the problem was that the belt had come off and he put the belt back on the dryer has worked without issue until about 2 weeks ago, when it stopped drying again. I assume the belt is off again since it is performing exactly the same as it did in May when we had the repair company out.

I called Maytag Service Co approximately 1 to 1 1/2 weeks ago to see when a tech could come back out and I was told they only work Monday - Friday. I told them both my boyfriend and I work and can't really take time off from work to be home for the repair. The male on the phone indicated that they could call 30 minutes before arriving if that would help. I told them that wouldn't really help since I work in Louisville (about 30 minutes from Shepherdsville where we live). He indicate that was the best they could do.

Yesterday, November 7th sometime during business hours. I spoke with someone in their appliance department. He indicated that I would need to call Maytag Service Co at 502-637-6526. I called them and was advised that they could come out the next day (today), November 8th, but they could not give me a time window. I spoke to a female who did not identify herself. She specifically stated, "If someone has not called you by 8:30 a.m., you can call us and we will give you a time window". Since I had just earned a vacation day at work, I so desperately need my dryer working that I took the day off to get the dryer fixed. I got up at 7:30 a.m. this morning to prepare for the service call. I have not left the house today. At 9:20 a.m. my boyfriend called and said that the service company had called and they were not coming out. I called them back and again spoke to an unidentified female. She indicated that they called my boyfriend's phone at 9:00 a.m., he called them back at 9:20 a.m. I was on the phone with the female at 9:25 a.m. She indicated that I should have called at 8:30 a.m. and that they never call their customers because they don't have time to call them all. She said that when my boyfriend didn't answer the phone at 9:00 a.m. that they had to send their tech on to the next call because, "they can't have their tech waiting around 20 - 30 minutes on customers to answer their phone". When I told her that I took my only vacation day to be home for this call, she indicated that I would have to reschedule for another day because their tech was already on his way to another city. I then stated that I thought that was "bullshit" and she hung up on me.

I called and spoke with the store manager at Lowe's in Shepherdsville, KY. He called Maytag Service Co and was told that I used profanity and was rude and that I would not provide them with an alternate number. Most if not all of this are lies. I did say "bullshit", but I was not rude and I was never asked for an alternate number. I give out my number and my boyfriend's number to almost any company we deal with. My boyfriend is also a service technician for Icee Corporation and he is not allowed to be on a cell phone in his work truck, therefore I always give both number since I can easily answer the phone throughout the day. The store manager made several attempts to try to find another company to come out and service our dryer, but cannot find anyone to come before tomorrow. Since I used my only vacation day today, I cannot be here for the technician and my boyfriend doesn't have any vacation or sick time to take to be home for the call.

I cannot believe that after spending over $1300 on a Whirlpool Washer and Dryer set (including several hundred dollars for the extended warranty), that we cannot get our dryer serviced at our convenience. Since when did companies only repair or back up their products at their convenience. This in my opinion is the worst customer service I have ever seen. I thought Whirlpool/Maytag was a good company, now I'm not so sure. I just wish I could return the set and do more research and find a quality appliance that won't break down 2 times in less than a year!!!