Complaint Review: Maytag - Cleveland Tennessee

My wife and I purchased a Maytag washer and dryer, Atlantis series. About 3 months after we bought them we started having problems.

First problem, the dryer stopped working. The "factory authorized" repairman came out and told us the motor needed to be replaced, it had to be back-ordered because it was so new. Several weeks later we still had no motor, or working dryer.

During this time came the second problem, the washer was running longer than it should have. One day we ran some errands after putting a load in the washer (we had to go to the laundromat to use a dryer). When we came home three hours later, the washer was still on the spin cycle!

Meanwhile, we contacted the repairman and got an earfull! I explained I was told the part would be in in a few days, it's been several weeks and still we've heard nothing. That's when the repairman called me, cursed me out and told me he refuses to fix my appliances. And to think I was nice enough to feed this man dinner when he came out the first time!

Meanwhile, yes, yet another problem! Now the washer was filling up with water AFTER the load had been cleaned and all cycles were finished. Now, the repairman (different one) fixed the original problem, it was the timer, not the motor.

Both timers have been replaced and continue to have problems. The repairman has been out several times to try to find out what is causing the washer to fill, but can't duplicate the problem. I was told there is no problem because he can't see one.

I was told he has to see the problem to document it has one, but when it happens I try to get him out and have to wait two weeks. I can't wait two weeks because I don't have the money to go to the laundromat, this is why I bought a washer and dryer to begin with!

There have been other problems, we've had some other parts replaced on the washer, bearings, belts etc. Oh, I've only had these for about two tears, the bulk of the problems were in the first six months.

So here I am, two machines I can't let run unattended, both with bad timers. One that could potentially flood my home, the other could burn it down. Maybe If I do the loads at the same time I'll get lucky enough to have the dryer start the fire, and the washer put it out!

I have contacted Maytag and what have they done for me? Here are copies of their response:

Thu, 06 Jan 2005 -

Hello Kevin,

Thank you for visiting our Maytag.com customer service page. We appreciate your interest in our products and service.

We sincerely apologize for any inconvenience and understand your frustration. We would like the opportunity to review your product file history and contact you personally for further discussing regarding your concerns. We look forward to speaking with you and appreciate your patience while your file is being reviewed.

Sincerely,

Deanna

Maytag Consumer Services

(Mon.-Fri. 8:00 a.m.- 8:00 p.m., Eastern Time)

Received Date: 1/4/05

Completion Date: 1/6/05

My response to them:

Fri, 04 Feb 2005 -

Deanna,

I would like to thank you for the expeditious review of my product files and timely response to my concerns. This is truly a testament to Maytag's quality of service and its' products.

Sincerely,

Kevin S. Lovern

Their response:

Hello Kevin,

Thank you for taking the time to share your appreciation with us. Maytag values the opinions and appreciates the comments of ourcustomers. Our goal is to gain the trust and loyalty of our customers and to exceed their expectations.

If you have additional questions or comments, please do not hesitate to contact us.

Sincerely,

Cynthia

Maytag Consumer Services

(Mon.-Fri. 8:00 a.m.- 8:00 p.m., Eastern Time)

Received Date: 2/4/05

Completion Date: 2/5/05

Apparently they did not recognize the sarcasm in my response to them. I am thoroughly disgusted with them and will surely never purchase another Maytag product. As a Quality Manager for a large manufacturer myself, I would expect to be fired for this type of incompetence. As of today, I have gotten no response from Maytag and do not expect one, they have dropped the ball and surely have lost my respect and patronage!

Kevin

Sicklerville, New Jersey
U.S.A.

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