Whirlpool Refrigerator Model GB2FHDXWS
Read the following and then decide about the quality of the product and the customer service.
1. We purchased the above appliance toward the end of January.
2. On May 27 we discovered that the drain pan was leaking and had been
Leaking for an extended period of time (there was a build-up of rust under the pan and it had discolored the bottom of the pan).
3. On May 29 I sent an email to Whirlpool describing the problem and inquiring about how much of the repair Whirlpool would warrant. On the next day, a technician from a local appliance dealer investigated the problem, verified that it was a cracked (multiple cracks) drain pan, and ordered a replacement pan.
4. On June 2 there was a phone message from one of Whirlpool’s customer service
representatives. The substance of the recorded message was that Whirlpool
Apologized for the problem, that we needed to contact our homeowner’s insurance regarding any damages, and that if I had any questions to call the customer service representative.
5. On June 3 between 8:00 and 9:00 A.M. EDT, I tried to contact the service representative at the given number and extension. I received a recording to leave my name and number and my call would be returned. It was not returned that day.
6. On June 6 between 8:00 and 9:00 A.M. EDT, I tried to contact the service representative at the given number and extension. I received a recording to leave my name and number and my call would be returned. I left the message that I had called on Friday, my call had not been returned and that I would be in the house
until noon. I received a return call within a few minutes. I asked if Whirlpool would pay for replacing the drain pan. I was informed that the warranty was good for one year and that had lapsed. I indicated that the condition (cracked drain pan) had existed for an extended period of time since it had rusted the metal
underlying the pan and since the rust had been present long enough to totally
Discolor the plastic bottom of the pan. The representative indicated that a factory approved technician would need to inspect it and call Whirlpool before any decision regarding payment for the repair would be made.
7. On June 9 a technician from the local appliance dealer made the service call to replace the cracked drain pan. After completing the repair, he attempted to call the Whirlpool service representative. The time was approximately 4:00 P.M. Edt. He received a recording to leave his name and number and his call would be returned. He gave the business’ phone number and some other numbers that I assumed to be some type certification/verification numbers. He stated the purpose of the call re: Whirlpool paying for replacement
of the drain pan.
8. On June 27 I called the local appliance dealer and asked the service manager whether the company had ever been contacted by Whirlpool regarding the drain pan. Her response was “No”.
9. On July 1 I wrote a letter to Whirlpool reciting the above events and asked whether Whirlpool would pay for the repairs and if not, why not since the problem had probably existed well within the year warranty period and
Possibly for as long as we had owned the appliance.
10. On July 21, I received a response from a Whirlpool representative that stated “due to the age of the refrigerator, we will be unable to assist with the cost of the repair”.
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