We purchased a Whirlpool Cabria washing machine in early July, and a week ago Sunday all it's warning lights started to flash and apparently it needed a repair man. We called the 800 number on our paperwork on Monday and were told a repairman would not be available until Tuesday afternoon. As working people we were told they needed a four hour window to contact us (Read: take the afternoon off). We were told service would be done between 1 and 4PM, but got a call that they would arrive at 5PM. At 6PM the repairman called to say he couldn't make it out that day because he had a job that had no end in sight. We called the 800# to reschedule, but indicated that we could not take off another entire afternoon and that they needed to call us and let us know an exact time the repairman would arrive. Of course they had nothing for the next day and said they could only schedule in four hour blocks... in other words take off another 1/2 day.By the way the 800# rep appeared to be from somewhere overseas, spoke broken English and mostly just apologized but refused to help in any way. To make matters worse they said the repairman was now on their way at 6:40PM. When we called the repairman he indicated that we had been lied to and he apologized and at that point we indicated that we would contact Lowes and that they would send someone out themselves. Lowe's sent a repairman who indicated that it was either the wiring harness or the control panel and that since they no longer overnight parts it would be 4 to 6 days before the parts would come in. To make a bad story worse, another repairman from the infamous 800# (Sears or A&E???) called on Thursday to say that even though he was scheduled to come out Thursday that he could not get out to our home on Thursday either! This is a typical example of Customer Service or the antithesis of service in this country. The company being paid to provide service schedules in four hour windows but made neither appointment, requiring that CUSTOMERS take two separate 1/2 days off from work... Would have been a third if Lowes hadn't stepped in. The individual sent by Lowe's indicated that he wouldn't have parts for 4-6 days because you don't ship overnight... And so here we sit over a week later with no washing machine! Thanks Whirlpool... We sort of liked our machine, but having to go to the local laundrymat has set us back $40 in coin laundry and $8.00 in non HE detergent, not to mention the inconvenience. Does extended warranty mean extended response to service!
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