Mr. Roy Templin
Executive Vice President & CFO
553 Benson Road
Benton Harbor, MI 49022
Dear Mr. Templin:
I am writing to express my continued dissatisfaction with your company’s service on my Maytag washing machine. Within 3 months of my original purchase of your product, the washer starting experiencing problems, such as; the water would not drain completely, the smell of rubber burning, and loud noises. The service technicians could not figure out the cause of these problems and started replacing parts. Finally, after several times complaining and servicing my washer, it went up in flames.
I was then given a new replacement washer, which started experiencing the same problems. Several repairs were done to the second machine through the original Maytag warranty. After my original warranty expired, I was presented with the option to purchase an extended warranty. I thought the extended warranty was through Maytag, however; I had recently found out that this is not the case. I felt that I had no choice but to purchase this extended program since the problems were still evident with this “new” washer.
Now that my washing machine has completely stopped working, I contacted the extended warranty company to schedule an appointment.
I was told it would take 2 – 3 days for someone to call me back just to “schedule” an appointment. When I was called back, it was then another week before someone could even come out to look at the machine. The technician diagnosed the problem and had to order the parts, which he told me would be 10 days to come in. We were scheduled for Saturday, September 8th at 1pm for my machine to be fixed. At 12:30 pm, September 8th, we received a phone call that our technician called out sick; therefore they had to cancel our appointment. We were rescheduled for Thursday, September 13th between 8am – 5pm. A technician did show up and wanted to know “why he was there since he didn’t have any paperwork or a work orders”?
To add insult to injury, after I called Maytag warranty I was told that an unauthorized technician originally came to service my machine and although he did ordered the parts, he never forwarded the information to A&E repair; the company who “is” authorized to do the repairs. A&E has now ordered the parts and told me that he would see me on the 25th of this month and to call him if the parts do not arrive.
I think I have been more than patient with this problem. When I called Maytag I was told that I would have to contact extended warranty – extended warranty then refers me to the repair company, who in turn tells me that they don’t have the paperwork and they are busy.
I purchased a Maytag because of the reputation that is portrayed by Maytag, yet nothing can be farther from the truth. I believe Maytag should stand behind the quality of their products and do something to rectify this situation once and for all.
I look forward to hearing from you soon.
Sincerely,
Shawn Kirk
CC: Fred Fetig
A&E Repair
Jersey Appliance
Maytag Extended Warranty
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