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April 11, 2007

Comments

Susan

Sorry about your headache. I just got the magazine but did a quick flip-through ... the new Consumer Reports rates the Maytag brand as having one of the highest repair rates.

We went through a version of what you've experienced, but with a Maytag refrigerator (ironically, based on a Consumer Reports review). We had the "authorized" repairman deal with it twice under warranty. When it croaked for a third time, our neighbor, an "unauthorized" repairman, charged us $90 total and said, "Don't ever ever ever buy another Maytag again. They suck." Should have asked him before we bought the danged thing.

susan

Dear Maytag. New Machine for customer $500. Customer Good Will: Priceless.

Wendy

Kenmore. I did just have to have a repair to my dryer, but it was the first ever and the thing is about 12 years old. No problems with washer (8.5 years old) or dishwasher (3 years) or range (alas. very very old and came with the house and in that attractive shit-brown color, but still going strong). Hey, in reading your bulgogi recipe, I noticed something about Family Dinner Initiative (or sumpthin'): how's that going?

jo

I'm seeing if I can get my Mom to tell you her story and how she won the battle.
It was long and ugly, but she got the value of the machine to go and choose something else at Sears...and she did. What model is it again?

Loren

http://www.fp.co.nz/

I'm just sayin'.

mommyralf

I'm questioning Maytag these days, too. Got their top of line Neptune front loader in its first year, maybe 7 years back. They replaced the mildewy gasket for free about 2 years later,an acknowledged design flaw. But in the next 5 years, two motherboards got zotzed for no apparent reason; I missed the class action suit deadline (duh) for reimbursement the first time around, and the 2nd time, the guy said it was as cheap to get a new Neptune rather than drop the second $300 on motherboard replacement, besides which the motherboard flaw was eliminated on the newer machines. We sprang for a new Neptune, however stupid that may sound. Mixed feelings--it does an absolutely wonderful job, and is a big water and energy saver. I felt bad ditching the old machine, as there is something environmentally criminal in tossing out an otherwise good machine that can be fixed--but the criminality belongs to Maytag for creating a ridiculous situation in which replacement is as cheap as repair. That's twisted.

I do not have the guts to rant on the phone like our fine blog hostess, but I'm getting there, the older and more crotchety I get.

Joel

And thus is the power of the individual consumer. I work for a large multi-regional bank, and we go to great pains to balance between A)the revenue a customer generates and B)the value of reputation. In this case, Maytag has spent 40-50 years building client loyalty and expectation based upon their marketing. To turn around in this case and feel that obfuscation and negotiation (a.k.a. "shafting") of client will go unnoticed is a gross miscalculation. My dryer (a second-hand Kenmore) has served ably for 12 years, but recently has smelled like a B-17 on take-off fueled by copious amounts of peat moss. We're on a verge of buying a new one, but frankly, my chances of entertaining a Maytag? Less than zero ( with no apologies to Bret Easton Ellis as I hated the book...)

anonymous

There's no reason to SCREAM at customer service people who don't write the policies.

As someone who has no room for a washer/dryer in her apartment and can't afford one anyway even though I work full time (as an editor, I might add), I will surely think of you sympathetically as I spend my Sunday mornings hauling my clothes to the laundromat.

I've never heard someone so privileged complain so much.

Removing "Verbatim" from my bookmarks now . . .

Karen

The reason I screamed was that I was angry. Maybe I should have mentioned that I'm human. These things happen.

I'm sorry you think I complain too much; I am angered by companies that take their customers for granted and assume that they can treat them any way they want and still get their business. They're wrong.

I spent many years hauling laundry to the laundromat; the fact that I could finally afford to buy my own machines shouldn't cause you to be resentful. I am indeed lucky to be able to have my own laundry room now, but I am furious that all the money I spent on that machine was a total waste. I think that's a pretty normal reaction, no?

Stephanie

Karen, you may kvetch as much as the rest of us but you are no spoiled complainer. There is something sad going on in corporate customer service departments these days and your experience with Maytag is just one piece of evidence. I too am tired of spending hours on the phone (let alone money) to get repairs and replacements for products that were poorly designed or improperly assembled. The old way of doing business (taking responsibility for your work, putting the customer first, pride in your product, etc.) seems to have given way to disposable products and impersonal customer service. It is a real shame. Of course we are grateful to have the resources to buy the things we need, but that does not preclude our right to get frustrated when we are given the runaround.

mommyralf

Back again...can't resist. I think anyone is entitled to scream on this one. Recap: $485 machine is only 2-1/2 years old, needing $480 of repairs. That alone is patently ridiculous. And company only wants to pay parts, not labor? I'm glad she held out for labor--labor plus TWO serviceman visits adds up to some major money.

After my washer experiences, I conclude that Maytag rushes its products to market without sufficient testing. I do own a nice Maytag microwave in my new kitchen, and it seems fine so far--I viewed Consumer Reports, etc. Also, beware that however bad your Maytag experience might be, the competitors may turn out to be as bad or worse. I'm usually very slow to judge anyone.

Karen

In fact, it was only 1 1/2 years old, worse still! I'm told that old Maytag machines were indeed Maytags and were good; recent Maytags (like mine) were in fact Magic Chef and sucked; and the newest Maytags are Whirlpools and are good again. Who knew?

B.O.B.

Wow

Didn't realize that spending close to a grand on a non functioning piece of aequipment didn't give you the right to complain. I'm sorry but whether you spent $50 or $5000 on the piece of junk you had every right to complain. They didn't necessarily need to listen and I'm guessing if you hadn't screamed or held out they wouldn't have done anything for you. Unfortunately that's the way customer service usually works nowadays.

That being said I think, unfortunately, a lesson here is that if you buy something at the bottom of the price range you get what you pay for. I learned this lesson painfully by saving a few hundred dollars on equipment (lawnmower, grill, washing machine) only to have to replace them in a few years. Now I try to spend more and have found that not only is the more expensive equipment better to begin with but it lasts longer and you get better customer service. Again unfortunately you get what you pay for.

By the way I have a Maytag Neptune and love it (I think it's a newer Whirlpool one but I don't know for sure).

Also if you end up looking for new equipment at some point I can't recommend Jarvis Appliance in (I think) Wellesley enough. A little pricey but very customer service oriented from what I've experienced.

James

I've never heard someone so privileged as to have internet access (I'm looking at you, anonymous) complain so much about a blog post.

I have to write all my comments on soiled napkins and tie them to rabid squirrels so that they can be carried to kind souls who volunteer to type them in for me.

Bookmarks? I wish I had the luxury of bookmarks!

Dave

I got a problems... I bought two Maytag Neptune washers from Menards... One is a very expensive stack unit... One is a front load... You know the rest of the story... mold, circuit board problems, mildew and door latch problems...have had the serviceman out four times...of course, this factory authorized service company Ace Maytag in Mishawaka, Indiana never bothered to inform me of any sort of recall or settlements on these pieces of crap... no he happily took my money for repairs and minimalized the mold smells..too much detergent he said... so does anybody know if I can sue Menards, Maytag and Ace Maytag together since none of them bothered to bring to my attention that there were settlements available??I believe Menards sold me this junk after the settlement was made... I've got about $3500 invested.. small claims seems reasonable... help me... who should i sue?? or do I sue them all together or do I do it individually?

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