Quality Maytag

We had previously offered assistance on this issue when it first occured We have contacted them and reached an agreeable settlement of the issue ?

June 17,
RE: Complaint ID:
***
This customer purchased a product that had a one year warranty, and a year part warranty on the stainless steel INNER tub and the motor. Neither of those parts were involved with this issue,
it is the outer tub bearing and the motor ROTOR. It is the manufacturer’s responsibility if it is some “substandard washer”, not ours. We did our job, we did MORE than our job, and we went to our Service Representative with *** to see if he could do something for her. We tried but were told nothing could be done for herHow many companies would have done that?
She purchased this appliance for $ plus tax for a total of $847.46, not $1000. She or someone working for her picked it up and installed it themselves. We had little to do with this machine other than the actual sale. She did not select to pay for an extended warranty, for which we have *** materials at the checkout desk and we usually mention to the customer, and *** sends out letters YEARLY to try and get customers to buy one also
Yes in a perfect world a washer should go 20+ years like they used too. But with government Energy requirements, efforts to keep the costs down so people can afford machines, etc., they are just not built like they used to be. Average life span is 8-years (per manufacturer’s standards, this life span being based on the average usage of loads a week). Yes this unit only lasted 3, that IS very unusual, but not unheard of. We have no idea on how the machine was being used, cared for, etc
We provide support over the phone to customers at no charge, we do everything we can to take care of customers, but we cannot be held responsible for a machine that has NOTHING to do with us other than we sold it, and expect to give her a new machine, or her money back after almost years. The parts that failed are expensive, as are the controls; which is why we recommend extended warranties on models with them. She has an approx$repair bill, that with a $extended warranty would have cost her nothing
To reiterate, if she has a quality issue with the machine, then her issue is with the manufacturer, not us. We are an independently owned and operated store, been here in *** for over years and we are still in business because we DO try to take care of customers, but we are limited by the manufacturers policies and customer choices
Sincerely,
*** ***

Once we received this complaint, we initiated a conversation with the service technician who performed that call. The issue was NOT apparent while he was in the customers home, it was working normally, so he suggested it was the RO system, as they are known to cause issues with
refrigerators if the water pressure tanks are too small, they loose too much pressure and take some time to refill. The claim it failed to work as soon as he left I find hard to believe, and the fact he didn't call us back to say it wasn't fixed. we honor our repairs with a day labor guarantee, parts, if used, have a varying warranty depending on the manufacturer.After this talk, we called the customer, setup an appointment to come out, no labor charge, to again see what the issue was. no one was home. this residence is a good distance out of town, in Walker. We have not been contacted since to reschedule.if we do not hear from them with in a two week period (as we have already given an exception of our day labor warranty) we will assume this call is closed, and any other trip will be charged

Eight years
ago I purchased a Maytag refrigerate from the Maytag dealer. Now the water dispenser doesn't work-water
just dribbles out. It's hooked up to a
reverse osmosis system under the sink. It worked up until a few days ago. We had the Maytag repairman to come out and fix it. When he arrived it started working. We paid him about $89. It stopped working almost as soon as he left Now the dealer says that it can't work
the way it is hooked can't work when hooked to a reverse osmosis. After the repairman left, the refrigerator
drinking water system quit working again. Later I called the Maytag repair number and reported the problemThe
person who answered said it wouldn’t work as long as it was hooked to the
reverse osmosis system. No matter what I
said he just kept repeating that it wouldn’t work so long as it is hooked to
the RO. The dealer knows and has always
known it is hooked to the reverse osmosis system. Now he says it won't work when hooked up to
the RO system, he won't fix it and he won't refund the money we paid him. I didn't hook it up to the RO system, the
dealer did. This is the first time he
has said it has to be re-plumbed yet he has known all along how is hooked
up. It worked
for about years being hooked the way it isWhen the installers
hooked it up eight years ago they didn’t say that it had to be hooked
differently. They said I didn’t need the
filter that came with the refrigerator since it was getting water through the
reverse osmosis system. That’s why they
took the refrigerator filter with them when they leftIt worked
when the refrigerator repairman was out here but quit as soon as he leftIt is
obvious that something changed inside the refrigeratorThe reverse osmosis system
didn’t change all of a suddenIf it
should have been hooked up to the direct water source why didn’t your installer
do it that way? If it should have been hooked up to the direct
water source why did the installer take the filter out of the refrigerator when
he installed it and tell me that the reverse osmoses system was probably a
better filter anyway? The first
time the “change filter” light came on, I called the Maytag store where we
bought the refrigerator and ask what to do since our refrigerator didn’t have a
filter. I was told I should change the
reverse osmosis filter. Why would he
tell me that if it should not be hooked up to the RO system?

We had previously offered assistance on this issue when it first occured.  We have contacted them and reached an agreeable settlement of the issue.
?

Eight years

ago I purchased a Maytag refrigerate from the Maytag dealer.  Now the water dispenser doesn't work-water

just dribbles out.  It's hooked up to a

reverse osmosis system under the sink.  It worked up until a few days ago.  We had the Maytag repairman to come out and fix it.  When he arrived it started working.  We paid him about $89.  It stopped working almost as soon as he left.  Now the dealer says that it can't work

the way it is hooked up-it can't work when hooked to a reverse osmosis.  After the repairman left, the refrigerator

drinking water system quit working again.  Later I called the Maytag repair number and reported the problem. The

person who answered said it wouldn’t work as long as it was hooked to the

reverse osmosis system.  No matter what I

said he just kept repeating that it wouldn’t work so long as it is hooked to

the RO.  The dealer knows and has always

known it is hooked to the reverse osmosis system.  Now he says it won't work when hooked up to

the RO system, he won't fix it and he won't refund the money we paid him.  I didn't hook it up to the RO system, the

dealer did.  This is the first time he

has said it has to be re-plumbed yet he has known all along how is hooked

up.  1 It worked

for about 8 years being hooked the way it is.2 When the installers

hooked it up eight years ago they didn’t say that it had to be hooked

differently.  They said I didn’t need the

filter that came with the refrigerator since it was getting water through the

reverse osmosis system.  That’s why they

took the refrigerator filter with them when they left.3 It worked

when the refrigerator repairman was out here but quit as soon as he left.4 It is

obvious that something changed inside the refrigerator. The reverse osmosis system

didn’t change all of a sudden.5 If it

should have been hooked up to the direct water source why didn’t your installer

do it that way?6  If it should have been hooked up to the direct

water source why did the installer take the filter out of the refrigerator when

he installed it and tell me that the reverse osmoses system was probably a

better filter anyway? 7 The first

time the “change filter” light came on, I called the Maytag store where we

bought the refrigerator and ask what to do since our refrigerator didn’t have a

filter.  I was told I should change the

reverse osmosis filter.  Why would he

tell me that if it should not be hooked up to the RO system?

Once we received this complaint, we initiated a conversation with the service technician who performed that call.  The issue was NOT apparent while he was in the customers home, it was working normally, so he suggested it was the RO system, as they are known to cause issues with...

refrigerators if the water pressure tanks are too small, they loose too much pressure and take some time to refill.  The claim it failed to work as soon as he left I find hard to believe, and the fact he didn't call us back to say it wasn't fixed.  we honor our repairs with a 30 day labor guarantee, parts, if used, have a varying warranty depending on the manufacturer.After this talk, we called the customer, setup an appointment to come out, no labor charge, to again see what the issue was.  no one was home.  this residence is a good distance out of town, in Walker.  We have not been contacted since to reschedule.if we do not hear from them with in a two week period (as we have already given an exception of our 30 day labor warranty) we will assume this call is closed, and any other trip will be charged.

June 17, 2014

RE: Complaint ID:

  

This customer purchased a product that had a one year warranty, and a 10 year part warranty on the stainless steel INNER tub and the motor.  Neither of those parts were involved with this issue,...

it is the outer tub bearing and the motor ROTOR.  It is the manufacturer’s responsibility if it is some “substandard washer”, not ours.  We did our job, we did MORE than our job, and we went to our Service Representative with [redacted] to see if he could do something for her.  We tried but were told nothing could be done for her. How many companies would have done that?

 

                She purchased this appliance for $ 775 plus tax for a total of $847.46, not $1000.  She or someone working for her picked it up and installed it themselves.  We had little to do with this machine other than the actual sale.  She did not select to pay for an extended warranty, for which we have [redacted] materials at the checkout desk and we usually mention to the customer, and [redacted] sends out letters YEARLY to try and get customers to buy one also.

 

                Yes in a perfect world a washer should go 20+ years like they used too.  But with government Energy requirements, efforts to keep the costs down so people can afford machines, etc., they are just not built like they used to be.  Average life span is 8-10 years (per manufacturer’s standards, this life span being based on the average usage of 8 loads a week).  Yes this unit only lasted 3, that IS very unusual, but not unheard of.  We have no idea on how the machine was being used, cared for, etc.

 

                We provide support over the phone to customers at no charge, we do everything we can to take care of customers, but we cannot be held responsible for a machine that has NOTHING to do with us other than we sold it, and expect to give her a new machine, or her money back after almost 3 years.  The parts that failed are expensive, as are the controls; which is why we recommend extended warranties on models with them.  She has an approx. $800 repair bill, that with a $130 extended warranty would have cost her nothing.

 

                To reiterate, if she has a quality issue with the machine, then her issue is with the manufacturer, not us.  We are an independently owned and operated store, been here in [redacted] for over 30 years and we are still in business because we DO try to take care of customers, but we are limited by the manufacturers policies and customer choices.

 

Sincerely,  

We had previously offered assistance on this issue when it first occured.  We have contacted them and reached an agreeable settlement of the issue.

?