I purchased a Maytag Neptune Front Load Washing Machine PLU 4356925 on Saturday June 10. My invoice number is 13585448. It was sold as an open box floor model. I inquired about the warranty and if it had been previously used. I was told it carried a 30 day warranty and was not previously used but a floor model. The product was incorrectly priced also, so when I was at the register it rang up as $359.90, but on floor was marked $259.90. The adjustment was made on my purchase after I inquired and they apologized. I had the unit delivered to my home on Tuesday June 23 between 9-1pm. I used the washing machine the very next morning and left for the day. When I returned I was astonished to find my whole laundry room floor was completely flooded. Everything on the floor was sitting in 1-2 inches of water. I cleaned everything up myself, which was no easy task, due to all my storage being also in the laundry in cardboard boxes which were completely destroyed from sitting in the water all day. I immediately contacted the store in the morning on Thursday June 24. I was told someone would call me back to make an appointment for a technician to come out and look at the machine. On Wednesday July 1 I called again to Fry's and asked to speak to a manager and yet again I was told the manager for that department would have to call me back. I decided at that point and with a house full of laundry to use the machine again under my supervision. I was able to wash a load of clothes with only a minor amount of droplets of water escaping the dispenser where the soap goes. So I tried washing a second load. At that point water started gushing from the dispenser area and also from the door of the machine. I recorded this on camera and turned the machine off. Waiting for a manager to call me back I did not try to use the machine again and took my clothes to a wash house nearby. On July 13 I phoned Fry's again stating that no one has tried to call me back or contact me, on the various times I have called and I need to speak with someone immediately. They gave me to Robert the head of delivery. He told me that they were aware of the problem and was sorry no one had called me back and he would make sure this is resolved soon. He took my number again and said he would talk to the manager of that dept and call me back. On July 21 I called again!!! Sorry by this time I am more than frustrated. I spoke with an associate there at the washing machine area and he scheduled an appt. For Thursday July 30 between 10-1 after I did not let him hang up without making an appt. Robert came out and inspected the unit and said that yes it had been installed correctly but he was only the supervisor for installation and not a repair tech. He said he did feel bad and could not believe they had taken so long to come to my aid in this matter. He also said that he would talk with a manager to get this unit replaced immediately. I was happy with this decision and felt this ordeal was well over. On July 3 Robert called me and stated that he was sorry but the manager said she could not replace the unit because they had given it to me at a discounted price and there was nothing on their floor of that same value. I asked for any type of unit comparable and it did not have to be a Maytag. At that time I was put on hold and when he returned he said that she said that she could not do it. I called back after I had time to breathe and asked what other option I would possibly have, Robert said he would do some research and come back out to see if he could see any other problem. He made me an appt on Wednesday August 5 from 10-1. He checked the soap dispenser and behind the machine and turned it on and it started spilling water out as previously. He said it was definitely defective and he could not repair it. He took pictures and also said he would talk to the manager again. I thanked him for his help and he left. On August 12 I called the store and asked to speak with the manager directly but was just transferred to the sales floor. I spoke with Cathy and told her all the issues and she said that they could do nothing. I heard someone in the background telling the girl what to say including for Cathy to be nice since she was being very aggressive with me on the phone and so I asked who it was and she said my manager, so I asked to speak to her. Sharon said it was not there problem and now my 30 day warranty had passed, I told her I had been calling to resolve this issue with Fry's for over a month now. She had very little sympathy and said I could exchange the unit then and pay the difference in price. I then called and asked to speak with Fry's District Manager or Head Manager and I was transferred to his voice mail. I left a message with what had happened and my number to call me back. On August 14 I called again and this time Robert answered and said that the main Manager of Fry's authorized the return and full refund of the washing machine, I asked him for the refund of my delivery cost as well and the washing machine manager said in the background no, so I asked to speak with her and I told her again that I have been given the run around for over a month and that I had called numerous times to get it repaired or exchanged and no one called me back, so forth and so on. To which she agreed and said she would authorize the refund of the delivery as well. On August 24 the washing machine was picked up, at which time my linoleum ripped off the floor with the machine and the wallpaper was curled and was ripped with the machine as well. The delivery tech also saw that there was mold on the bottom of the drywall behind the washing machine as well. I have tried to spray with bleach but it returns. On September 3 I went into the store to get my refund. Someone let it spill to me that the unit was not a floor sample and was in fact a returned unit and it had been returned for the SAME exact thing! They also said in the computer there were extensive notes on this machine. I told them of the damage it caused my laundry room and they gave me the number for claims and said I had to handle it with them. I called and opened a claim. I was called back and asked what happened. I related the situation and Connie said that mold could not grow in 3-4 weeks and that I should not have tried to start the machine again. I explained to her that I only started it again to see why it flooded and how it happened and about mold I told her that I would do some research and call back. I did and was told that mold can grow in as little as 3 days. I called back and explained this and then she said that for me to get 2 estimates and that they would send someone out, also she said that she would have to talk to the delivery techs. To find out what neighborhood I lived in and what condition my laundry room was in previously. I was quite amazed that she was so bold as to ask me these questions, due to them violating the discrimination act. It should not matter where I am located or the condition of my home. What should matter is if there was any damage done to my laundry room by this defective machine. No one else ever called or came out. I called her back to inquire of this and she stated that the delivery techs vouched that my home was in good repair and my laundry room was in newer condition so she did not need to send someone out. I faxed her the estimates to which someone else called me back and said they would turn it over to their insurance. They have not paid yet and the insurance says they are not going to pay unless they can send a general contractor who they hire to come and take a recorded statement and photos. I believe this is unnecessary and unfair since Fry's has already sent 3 different workers to do this previously when the damage was fresh and I have sent several letters with statements. I was laso adviced to be careful with them sending someone to my house 5 months after the damage as they might be using this to not pay the claim. Thank you for your help.
0 comments