We received this complaint filing from Revdex.com of Wisconsin today May 11, First off I am surprised by the complaint Not only have we been in contact with [redacted] herself but we have been in contact with [redacted] and [redacted] ( [redacted] daughter and son in law)According to our records we received a call on December 14, from [redacted] and we were at her home on December 16, to check into the problem with her wall oven called into tech line while there We took pictures of the interior of the wall oven (copies attached) to send off to Maytag/Whirlpool at a later date in December as that is what our field service representative required us to do We sent them off, spoke and emailed with him on her behalf was told he would get back to us It took him weeks to get back with us just to tell me it should go through the trade customer team We then called and spoke with and emailed the pictures to this department only to wait (still emailing with our field service representative) for their answer They came back with it was a cosmetic issue therefore not covered under warranty and that I should go through our inside sales representative I then reached out to our inside sales representative and she took a long time to get back with me, kept telling me she was working on it etc Finally I received a call from a representative with the CXC team that to them it was a cosmetic problem and said that the oven liner was gouged with a metal scrapper or something and this was the final decisionI called and left a message for [redacted] regarding this and if she had any questions to please call me back I also gave the phone number for Maytag customer service for her to call and try to persuade them I then was visited by [redacted] here in the store a couple days later and said that [redacted] did receive my message but was too angry to call and had just had surgery I gave [redacted] the phone number, date of purchase information and claim number given to the issue and person’s names of whom I have been in contact with in regards to the matter She later asked if I could make copies of the original invoice, pictures and any other information I could provide [redacted] stopped in to pick this information up and I then told him that the email and contact information for the people we have been in contact with I may not be able to give to him because I wasn’t sure what our contract with Whirlpool allowed etc When [redacted] stopped in here I asked him if they were able to get anywhere with Whirlpool/Maytag and he said no that nothing had been resolved as of yetAll of this took place while the unit was still under its one manufacturer warranty We fought on her behalf and did what we could but it comes down to we did not make the wall oven and have done what we have been able to doWe told Whirlpool/Maytag our thoughts and recommendation was that it is a manufacturer defect and she should get the wall oven replaced at Whirlpool/Maytag expenseThey disagree and feel the customer caused the damageI don’t know what more we can do for them?l us why here
We received this complaint filing from Revdex.com of Wisconsin today May 11, First off I am surprised by the complaint Not only have we been in contact with [redacted] herself but we have been in contact with [redacted] and [redacted] ( [redacted] daughter and son in law)According to our records we received a call on December 14, from [redacted] and we were at her home on December 16, to check into the problem with her wall oven called into tech line while there We took pictures of the interior of the wall oven (copies attached) to send off to Maytag/Whirlpool at a later date in December as that is what our field service representative required us to do We sent them off, spoke and emailed with him on her behalf was told he would get back to us It took him weeks to get back with us just to tell me it should go through the trade customer team We then called and spoke with and emailed the pictures to this department only to wait (still emailing with our field service representative) for their answer They came back with it was a cosmetic issue therefore not covered under warranty and that I should go through our inside sales representative I then reached out to our inside sales representative and she took a long time to get back with me, kept telling me she was working on it etc Finally I received a call from a representative with the CXC team that to them it was a cosmetic problem and said that the oven liner was gouged with a metal scrapper or something and this was the final decisionI called and left a message for [redacted] regarding this and if she had any questions to please call me back I also gave the phone number for Maytag customer service for her to call and try to persuade them I then was visited by [redacted] here in the store a couple days later and said that [redacted] did receive my message but was too angry to call and had just had surgery I gave [redacted] the phone number, date of purchase information and claim number given to the issue and person’s names of whom I have been in contact with in regards to the matter She later asked if I could make copies of the original invoice, pictures and any other information I could provide [redacted] stopped in to pick this information up and I then told him that the email and contact information for the people we have been in contact with I may not be able to give to him because I wasn’t sure what our contract with Whirlpool allowed etc When [redacted] stopped in here I asked him if they were able to get anywhere with Whirlpool/Maytag and he said no that nothing had been resolved as of yetAll of this took place while the unit was still under its one manufacturer warranty We fought on her behalf and did what we could but it comes down to we did not make the wall oven and have done what we have been able to doWe told Whirlpool/Maytag our thoughts and recommendation was that it is a manufacturer defect and she should get the wall oven replaced at Whirlpool/Maytag expenseThey disagree and feel the customer caused the damageI don’t know what more we can do for them?l us why here