Whirlpool

We took delivery of this new machine on Jan 7, 2021. By March 29 we noticed that there was no agitation during the wash and rinse cycles. The machine was also making a burning smell coming from the lid lock mechanism. That explained why our clothes were not getting clean. I am afraid that this machine is not only poorly designed and non-functional for cleaning clothes, but is also a potential fire hazard and danger to my family. I made a Youtube video showing the problem and sent the video to Whirlpool customer care.

I got no response from them except an apology and instructions to contact my nearest repair shop which is 116 miles away in Bessemer, AL. I am in Huntsville, AL. My wait time for service is 10 days. However, I suspect that the machine is performing as designed and I suspect gross negligence, incompetence, and perhaps even deliberate deception on the part of the Whirlpool Corporation. I asked for my money back and they refused. At no time did they offer to investigate my claim of fire burning smell or machine design flaw and unacceptable poor performance.

The video showing the problem is located at
https://youtu.be/smWqm9qtuSc

Purchased On-line from Home Depot: July 6, 2019
Delivered: July 15, 2019
First Service Call: September 4, 2019
Problem: Frost/Ice accumulation inside freezer on the freezer roof.
Service technician evaluation was that there had been an attempt to improve the seal by using caulking. His stated opinion was that the problem could not be repaired.

The technician's report to Whirlpool stated that the refrigerator was located in my garage. Whirlpool informed me through the service company that they voided the warranty because the refrigerator must be in an environmental control area.

I have reviewed all of the information provided by Whirlpool and the only mention of environment is that the temperature range should be between 55 degrees F and 110 degrees F. My garage fulfills that requirement.

Each time I talk with Whirlpool they keep adding environmental requirements. The last time was that the refrigerator had to be inside. The definition of inside in the dictionary was in a house or building. My garage is a building.

My first preference is for Whirlpool to fix the problem and in the absence of repairing the refrigerator, I want it replaced.

In early 2015 (Feb/March), when the timer on my Whirlpool failed, I tried to turn on the main oven and found that it was not functioning. I contacted Whirlpool and the ridiculous system that is the Domestic & General payment plan was explained to me. I was reluctant to enter into such a plan BEFORE having had the oven repaired - however I was told that I needed to take out the plan in order that an engineer might visit. After some thought, I rang back and agreed to do so. By now it was April.
An engineer duly came, and told me he would order the part/s. He then rang me afterwards to inform me that the part was out of stock. So I waited...and waited...and waited. I am still waiting. Note the date!

I had another local oven repair man come to look at the oven, and he has told me that he has another customer waiting for the same part. He could do nothing more to help.
I then rang Domestic & General, where the customer advisor was appalled at the treatment I am experiencing from Whirlpool - and she has even had the decency to ring me back since to enquire about progress!
I rang the local company who had sent the engineer on behalf of Whirlpool, and they apologised, but said one of the two parts required was still out of stock. The customer advisor promised to keep me updated, and she has done. A couple of months ago, she rang to say that Whirlpool had told her the part was now in stock and would arrive within the next couple of weeks...then it was the next week...then it was the next week...and then she stopped ringing. Even she has given up, probably through embarrassment.

So I am still waiting...and paying £14.99 per month for the pleasure!
May I politely enquire if this is what Whirlpool considers to be customer service?

I no longer want the repair. I want an apology. I want compensation in addition to the return of the payments I have made to Domestic & General since April. I understand there will be no problem having these returned, but I have lost the 3% interest I would have earned on this money from my bank account, AND I will now have to purchase a new oven.

Whirlpool - you are a disgraceful company, and I'm sure everyone on our community facebook page here would agree. Many of us are havng similar issues with your ovens in our Persimmon townhouses.

Shame on you! I hope to hear from you very, very soon with your offer.

Thank you for reading this.

Judith McCarter
[protected]@yahoo.co.uk