My complaint:
7/5/2023
Addendum:
c/o Mr. Marc Bitzer/CEO
269-923-5000
cxc_whirlpool_executive@whirlpool.com
I have spent an hour on the phone with the corporate executive office representative, Genevieve which resulted in essentially me being informed that her office had final say and was as “top” as I could appeal to for assistance.
She stated the obvious, that the washer is out of warranty but ignored that the quality assurance problem has gone on and on for 7 years. The appliance continues to devour my expensive linens. Genevieve refused to offer a replacement of the agitator at Whirlpool’s expense although it should have been done the first year and certainly during the 11 service calls under extended warranty. Every time the Maytag certified repair individual only tightened a bolt failing to diagnosis the real problem: a failed agitator that is warped. The entire conversation was very frustrating and abusive.
The last straw is the appliance chewing up and destroying a $300 gift set of Egyptian cotton sheets. Whirlpool takes no responsibility for failure to fix this appliance since 2017. Tightening a bolt was not a fix.
I am requesting that Whirlpool stand behind its product and not brush me off by telling me that they will make a call for a repair for which I can pay or receive 15% on a new washer. That is wasteful to not replace the agitator and dump the appliance. The exchange further gave the impression that Whirlpool does not stand behind its appliances.
June 13, 2023
Mr. Marc Bitzer
Chief Executive Officer of Whirlpool
2000 N M-63
Benton Harbor, Michigan 49022
USA
whirlpool_customerexperience@whirlpool.com
Mr. Bitzer:
I purchased a Maytag 4.7 cu. Ft. high efficiency top load washer with power wash cycle in 2017. The model MVWB765FW was from Home Depot and included the extended protection plan for 5 years. Since purchase and under the protection plan, repairs for the same problem have been required seven times. The repairs have been inadequate and never fixed the problem. Technicians have come and gone in less than ten minutes.
The machine repeatedly traps linens under the agitation, ripping the fabric and cannot remove the item out from under the agitator. Linens have been destroyed. The protection plan has run its course and yet the problem occurred four more times.
A friend who has worked on washing machines examined the machine today after yet another linen trapping and reported that the agitator plastic on the base is warped causing laundry to get pulled under and needs to be replaced because it will continue to trap items under it.
Please assist with a new agitator and replacement in a genuine repair. I have owned two former washers without agitators and found them totally inadequate. If this problem can be addressed I fully expect the washer to perform well.
Thank you.
Suggested solution:
Replace the agitator.
