Complaint Review: Whirlpool Corporation/

Maytag Model #MHWE201YW00/Serial #HL13112106 was purchased 9/13/11 from Home Depot. The machine began making loud noises during the spin cycle, so we contacted Maytag who then put us in contact with their contract service provider A&E Factory Service.  Our first appointment on 10/23/13, the technician discovered the failed basket and subsequent worn bearings.  The parts were quoted out of warranty, and at a cost of $306.72.  Since the failed basket was the cause of worn bearings, I contacted Maytag and they agreed to provide the parts free of charge. At no point was I told that the parts were out of stock or on back order and an 11/12/13 appointment was scheduled.  In the time between the appointments the front and rear tub outers arrived but no basket. The tech showed up on this date and of course did not have the basket to complete the repair. This tech did however confirm that the failed bearings were a result of the failed baskets and should be covered under the year’s 2-10 warranty. He also did note that the part was back ordered and someone would be in contact.  I received a call, was told that the part was going to be available at the end of December, and scheduled an appointment for December 27.  Tech shows up on this date and again there is no basket for the failed Maytag product.  A number was given to contact Maytag directly.  When contacting Maytag, they indicated that this part would no longer be available and that we would be contacted within 24 hours to be offered a prorated exchange.  Four days later we received a phone call from Maytag and were offered a new machine, but at a cost of $360.00.  This is not acceptable, nor does it make sense being that they were covering $436.00 in parts.  We contacted the exchange department multiple times and were told that we would receive a call from a manager that could make a decision on this matter and did not.  In investigaging Whirlpools website and other reports, there have been a series of recalls on similar machines and their lack of customer service seems to be the standard.  All they are trying to serve is themselves and their profits.