Kristine wrote out her saga for us:
My husband and I purchased a Maytag refrigerator in April of 2012. The refrigerator stopped working the Friday after Thanksgiving. We had to wait until Monday before we could even speak to anyone at Maytag to fix it. They made an appt for someone local to come out but they couldn’t get there until Wednesday. (yes start counting the days without a fridge).
The men came out and fiddled with it and it seemed to be fine. One and a half weeks later, it stopped working again (on a weekend of course). We called the service company out and they couldn’t come until Thursday. They came out and said it needed a new part. They ordered it from Maytag with the thought that it should be in the following Tuesday. Well, the part wasn’t mailed out until the next Monday so they couldn’t repair it until the Friday of that week. They came in and replaced it and left.
When we got home that afternoon the fridge was still not working. We called again the following Monday (Dec 21st) and insisted they come out and look at it. The part sent by Maytag was faulty, so we had to wait and get another one.
The supervisor at Maytag that I was working with leaves me a message on December 26th saying the part was being sent to me directly and would arrive Friday. She never called to find out if I was even going to be home or ask if I would prefer her to send it directly to the service people.
We had an appt for it to be installed today but I belatedly remembered/realized that I hadn’t seen the part when we returned from out of town on Sunday. Apparently it had been shipped but since we were out of town, we can’t confirm what happened with it. They are going to send another one that should be in tomorrow but it is now January 2 and we still do not have a fridge that works.
I have complained to Maytag to no success so I am now stepping up to pass the word to anyone that will listen that Maytag is not a good company and their customer service stinks. There has been no offer to reconcile the inconvenience that we are enduring by living out of an ice chest with two small children during the holidays for 5 weeks. We have lost hundreds of dollars worth of food and over a day’s worth of work during this ordeal.
After five fridgeless weeks, Maytag finally got the appliance fixed on January 4th. Will it stay that way? Who knows?
This isn’t an acceptable way to live in the first world, but it’s not like there’s a cold storage equivalent of a laundromat that Kristine’s family could use. One avenue to complain that we’ve heard good things about is Maytag’s Twitter team: you can chirp at them here, or e-mail them at email@example.com.