New Washer Purchase Timeline

Check out this timeline which starts from the purchase of my new washer until today. You can be the judge of the situation and let me know if your opinion is different from mine. My personal opinion is that they clearly do not care and that their business model completely stinks. If this is what service is all about, they are on the road to some really big problems...

2/19/10 – Bought new Whirlpool WFW9150WW washer and WED9150WW dryer online through Best Buy.

2/27/10 – Washer and dryer delivered about 3:00pm

• 3:56pm called delivery service to ask about parts for washer that weren’t received. (Missing bag which contained: 4 hose washers, hose clamp, tie wire holder for hoses, 4 bolt hole covers, 1 hose retainer for drain hose) Told that he would contact the driver and call me back.
• 4:01pm call received from delivery service stating that the drivers looked and the parts were not on the truck. He is going to call Best Buy and call me back.
• 4:09pm call received from delivery service stating that I will be getting a call from Best Buy regarding what to do about the parts I didn’t receive.
  

3/9/10 – Called Best Buy since they never called me. Was told that I would have to contact the manufacturer to get the parts since this was ordered online and shipped directly from the manufacturer.

• Called Whirlpool. Was told that the missing parts problem had to be taken care of by Best Buy since it was ordered through them.
• Called Best Buy back. They told me that I could return the washer if I liked, but the missing parts HAVE to come from the manufacturer if I wanted to keep the washer.
• Called Whirlpool AGAIN. Was helped by a nice lady this time who actually took the time to track down the parts and have them shipped directly to me by Fedex.
  

3/10/10 – Received missing parts finally.

5/5/10 – Called Whirlpool. Washer is chewing up laundry and a fine rubber dust is apparent on the floor in front of the washer. Scheduled service for 5/7/10 between 1:00pm and 5:00pm.

5/6/10 – Received automated call from A&E Factory Service confirming visit for 5/7/10.

5/7/10 – Nobody showed by 5:00pm.

• Multiple phone calls to A&E Factory Service starting at 5:15pm to find out where the technician was and if he was actually coming resulted in the following conversation with them at 7:31pm.
• 7:31pm – Received call from A&E Factory Service – Conversation from them went something like this: “We’re sorry sir, this is unlike this mechanic not to show up. We have been trying to reach him and have not gotten any response. If you really want to wait, I will keep on trying. But if you would like to reschedule, I can promise to get someone out there first thing on Tuesday May 11th.” I went ahead and rescheduled since they had already wasted 6 ½ hours of my time today.
  

5/10/10 – Received automated call from A&E Factory Service confirming visit for 5/11/10.

5/11/10 – Technician arrived at 8:10am and looked at washer. Determined that it needed to be rebuilt. The drum wasn’t aligned right and that is causing the problem. The technician ordered the parts and the office will be calling me to schedule a time for him and a helper to rebuild the washer.

5/16/10 – Received automated call from A&E Factory Service needing me to call them about the scheduled service on my appliance.

5/17/10 – Received automated call from A&E Factory Service needing me to call them about the scheduled service on my appliance.

5/17/10 – Called A&E Factory Service back to let them know that I had only received one of the parts so far. They informed me that I would have to let them know when the rest of the parts were received so that they could schedule the next repair visit.

6/2/10 – Received automated call from A&E Factory Service needing me to call them about the scheduled service on my appliance.

6/3/10 – Received automated call from A&E Factory Service needing me to call them about the scheduled service on my appliance. Was told that the last of the parts were to be shipped on 6/9/10 and to call them when all parts were received to schedule next repair visit.

6/11/10 – All (4) parts are finally here today. (Bellow, (2) Outer Tubs, and Basket). Called A&E Factory Service to schedule. Scheduled rebuild for 6/15/10 between 8:00am and 12:00pm.

6/14/10 – Received automated call from A&E Factory Service confirming visit for 6/15/10.

6/15/10 – (2) Technicians arrive and rebuild the washer and said everything looks good.

6/18/10 – Washer is not working right. It's worse than it was before. I called Whirlpool to tell them about the unit having just been rebuilt and that it was in worse shape. I then asked them how long I could expect this problem to last (I’m running out of clothes to wear) and if there was anything else that could be done. I was informed that the only way that they will replace the unit vs. repair the unit is if the technician deems the unit unrepairable. Otherwise, I would have to schedule to have the unit fixed again. I asked to speak to someone in legal because I wanted to be reimbursed for my damaged property. I spoke with someone in legal and was told that I would be sent a claim form to send to them.

6/18/10 – Called A&E Factory Service to let them know the washer is worse now than it was before the rebuild. It is not only eating laundry, but also has water running out of the front of the unit. (From dispenser tray). The earliest they can schedule anyone is 6/24/10. Scheduled 6/24/10 between 8:00 and 12:00pm for service.

6/23/10 – Received automated call from A&E Factory Service confirming visit for 6/24/10.

6/24/10 – Received call from Sears Home Service regarding scheduled service on my appliance.

6/24/10 – Called Sears Home Service back and they informed me that they would have to reschedule my service for today until next week because they need to have two technicians for the job and only one is available for today. I informed them that was unacceptable and there is no way that I am going to wait until next week for someone to come out and look at the washer that they managed to further damage with their repair skills. After being escalated to management and telling them how much I didn’t appreciate taking the morning off of work only to find out that they don’t know how to schedule their repair jobs and that this is not the first time that this type of thing had happened with them I was rescheduled for the next day (Friday)
between 1:00pm and 5:00pm.

6/25/10 – 4:15pm – Received call from Sears Home Service that technician is on the way.

• 5:15pm – Called A&E Factory Service to find out status of arrival of technician since it was after 5:00pm. Informed that he is still scheduled to be here and is on the way.
• 5:41pm – Received call from Repair Service – Technician is on the way but he might be a little late.
• 6:00pm – Called A&E Factory Service to find out status of arrival of technician. Informed that he is still coming.
• 6:17pm – Received call from Sears Home Service that technician is on the way but he might be a little late.
• 7:00pm – Called A&E Factory Service to find out status of arrival of technician. While on the phone, he finally showed up.
• Determined that they would need to rebuild the washer AGAIN and this time they would also need to order a new dispenser to fix water leaking from the front of the washer. He will order parts and I will hear back from the office to schedule next repair visit.
  

6/29/10 – Received claim form in the mail from Whirlpool.

6/30/10 – Received automated call from A&E Factory Service needing me to call them about the scheduled service on my appliance.

7/1/10 – Received automated call from A&E Factory Service needing me to call them about the scheduled service on my appliance.

7/2/10 – Received automated call from A&E Factory Service needing me to call them about the scheduled service on my appliance.

7/2/10 – Called back A&E Factory Service to let them know that the parts have not been received yet. They informed me that the parts were to be shipped on 7/11/10 and that once the parts were received to call them and schedule the repair visit.

7/12/10 – Received automated call from A&E Factory Service needing me to call them about the scheduled service on my appliance.

7/12/10 – Received automated call from A&E Factory Service needing me to call them about the scheduled service on my appliance.

7/13/10 – Called A&E Factory Service back and was informed that the backordered parts did not have a delivery date available so the parts order was cancelled. I was told to call Whirlpool directly to order the parts and let A&E know when we receive the parts to schedule the repair. I called Whirlpool and they are looking for the parts. One of the five parts needed are in stock and is being sent. The remaining four will have to be found by their “special team” of people who will see what they can do about finding the parts. I proceeded to ask the representative if this is normal business practice to allow customers to hang out there with poorly manufactured appliances and was told that Whirlpool’s policy is to fix the appliance. I informed her that they already messed that up once and that I am curious how many times they will attempt to do this and pay for torn up merchandise before they cut their losses and move on. I was informed that they will always fix the appliance. I asked what should I do from here. I was told to give them a few days to see if they could locate the parts and we will go from there. I asked if I should call them and she said that they will call me in a few days to let me know.

And the saga continues…..The washer still isn't fixed, I have no idea when or if the parts are coming and if it really matters at this point, and I have spent around $600 for what I consider a piece of junk and have around $200-$250 worth of torn up laundry at this point.

Would you do business with them again if you were me? Let me know what you think.