On December 6th my front loader Whirlpool Duet was picked up from my home to have the water pump replaced. I'd had this washer/dryer pair since May. The store manager Dave helped deliver them to my house brand new in the box. I had paid on them all that time no problem.
I was 9 months pregnant when the washer started having issues draining in November 06. Knowing I had a bunch of children (the need for this big monster size washer) and I had just had a new baby (12/2/06) they picked up my washer and didn't have a loaner for me. I was promised we'll try and get you one soon. Well I couldn't wait obviously so I got my own loaner else where.
With the new baby and the holidays I didin't really ask about it till the first week of January. At that point I was told by Dave oh it probably just went out for sevice it'll be back in a week or two. Time goes by no washer.
Around the end of February my 60 in TV just starts going nuts. I have to wait 2 days for them to pick it up and bring me a loaner. But eureeka my washer is back and ready. Scheduled delivery day comes and they have the loaner TV off the truck. I'm all excited my washer is back.
Wrong!
They drop off the the lift gate literally a washer like mine that looks like hell. Before they dropped it off the raised lift it was dented, rusted in a dented section around the top edge and scratched.
I won't accept it of course. I call the store and Dave says it's finally the loaner not my machine. He can't locate my machine service dept doesn't know what happened he'll get back to me Monday. Now Dave had told me on the phone when I called about the TV it was my machine finally back but arguing isn't going to help so at this point I wait.
Monday comes no call. Tuesday I call. An associate tells me what happened is my machine came back and they took it by accident to someone else for rental as soon as it came back from service. That was Dec or Jan still not sure when. Now I'm so pissed! They're collecting rent from me and someone else for the same machine. The serial number is on my contract and someone elses?
Dave calls me Friday he'll fix it, he'll order me a brand new one and just swap the number on my contract. No extra weeks just a swap for a new one. It's on order, at least 3 seperate times, he tell's me should be here in 10 days tops usaully when I order.
Oh no we don't carry it any more!
Finally a loaner is delivered in the middle of March as the one I'd gotten on my own died. I called up demanding a loaner they delivered it that week. This thing is falling apart. It has no securements on the sides so they flap. The top (it's a top loader not a front loader) is held in by just the wire harness. I've complained every week since it came that it's scary. I'm worried everytime I use it I'll have a fire. It has no legs so you can't balance it. Just junk.
In the mean time I've heard one story after another from Dave. All kinds of promises. Blaming everyone else.
He'll get me the Whirlpool Duets Sport model. My Duet takes up to 16 pairs of jeans the Sport they carry only 10. I looked up the model on Whirlpool site. Wait his store has to much inventory he can't order right now, in a couple weeks. Oh I've ordered it only it just never arrives. I ask and I'm just given the run around by every single employee in that store at one point or another.
Finally on 8/4/07 I go in an pay my weekly bill. Dave take me in the back room and shows me a machine. I agree to take a used front loader. He says it just came back from service it's in great shape. We set up delivery for Tuesday 8/7/07 between 2:00 & 4:00.
At 5:00 on Tuesday I call and am told to bad you were scheduled for 2 to 4. We called you on the phone to confirm & you didn't answer. It's 5:00 your not getting it today, maybe tommorow. I ask for the manager above the store manager's phonew number. I'm flat out refused that info by the same woman who 2 weeks before offered it to me.
I've rented since 96 and never once did anyone call me to confirm delivery. Suddenly it's policy. The funny thing is I have caller ID and voice mail. They have my home and cell numbers. No one called me, no message.
Called the customer service number and after a half hour on hold used the option to leave a message. I finally got in touch with the noreast regional manager after abunch of phone calls to different stores. Now I wait till tomorrow.
Why isn't anyone suing? No class action suit? I'm contacting consumer affairs and a lawyer.
Mary
Danbury, Connecticut
U.S.A.
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