Haier America
Haier: Poor customer service!

I purchased a Haier washing machine in January of within the year the washer malfunctioned... Flooding my basement in the process. Since the product was still under warranty, I called Haier to report the issue.

Initially, Haier was extremely helpful... Assuring me that the washer would be repaired or replaced with the same model or even an upgraded model if, in the unlikely event, my model was not available. I received a call from Haier stating they need to get the washer out of my home because it is considered a liability to their company... (I was told I would only be without a washer for 1 week) So within a week, my washer was back at Haier and deemed "unrepairable?"

Two weeks passed, so I decided to follow up on my claim'. I spoke to Travis at Haier customer service, who assured me that my order was processed, and a trucking company would be contacting me to set up a date to deliver a new washer. Another week went by, and I didn't hear from the trucking company or Haier, so I placed a follow up call. I, again, spoke to Travis. He assured me my order was processed, and a washer was on it's way.

My husband's patience was wearing thin, so he decided to call an alternate Haier customer service number. He was told the model washer we need is out of stock!!! What??? So, the story I was told about a washer on it's way to our home was just that... A story! A lie! At this point, I was livid!

I placed a call to the customer satisfaction department, only to be told that they had NO record of Travis telling me that my washer was in route to my home. Well, of course not! I was told that I must have "misunderstood" the information Travis had given me. I was told that the best they could do is issue a refund (less sales tax) with a 4-6 week processing time, or give me a washer of LESS value. (When I purchased the washer, I bought it as a washer/dryer set on sale and received a discount from the retailer... So I wouldn't be able to replace the unit with the refund) I asked to speak to a manager, but was told they were busy, and would call me back! Yet another LIE!

During this whole process, I have never been able to speak to a manager! Unacceptable!!!

Haier warranty clearly states, "... Haier will repair or replace any part free of charge including labor that fails due to defect in materials or workmanship..." Replace the washer that you took out of my home!!! Buyer beware!!! Stay far away from this company! Not sure where to go from this point... I guess I'm just out of luck, and out of a washer!!

Company: Haier America
Country: USA
State: New York
City: New York
Site: haieramerica.com

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