December 22, 2011
Mr. Jeff M. Fettig
2000 N. M-63
Benton Harbor, MI 49022-2692
Dear Mr. Fettig,
I purchased a Whirlpool dishwasher from Discount Appliance in Geneva, New York on July 15, 2010. It was installed in August, and it functioned well for about a year. In late November, 2011, the dishwasher ceased to function. I made a service call on November 29, 2011 to Discount Appliance. I learned that the dishwasher required a new “touch panel.” A new touch panel costs $164.80. Including labor, this is a repair that would cost about $262.03, according to the estimate I received. For this sum of money, it might make more sense to buy another dishwasher, but who can afford to purchase a new dishwasher every year? And more importantly, one should not have to purchase a new dishwasher ever year.
My warrantee expired after a year, unfortunately, and the dishwasher failed shortly thereafter. Needless to say, this did not leave me with a very good impression regarding the reliability of Whirlpool products, particularly your dishwashers. Discount Appliance told me that in the old days, they could call Whirlpool and this kind of thing could be taken care of. Customers could count on their appliances, and those who make them and sell them would stand behind them. They told me that presently, Whirlpool would not accept their phone call on behalf of their customers, so customers must call Whirlpool directly themselves. They urged me to call your customer support line.
Therefore, I called your customer support line. The response I got was that Whirlpool would not stand behind the substantive reliability of their products—the person on the other end of the line informed me that once the year has lapsed, Whirlpool would not take responsibility for having manufactured a faulty appliance. The person on the other end did try to sell me an extended warrantee, but why would I want to give more money to a company and purchase a second thing from it when that company has failed to demonstrate reliability on the first thing I purchased from them and has refused to take responsibility for this failure?
What would make me happy? If you could send a touch panel free of charge to Discount Appliance, 509 Exchange St., Geneva, NY 14456. My model is DU1055XTVQO. My serial number is FY3357685. The part number is 3385735. Although I still will have been inconvenienced, lost the time I have had to spend with Discount Appliance, your customer support line, and writing this letter, and I would have to pay for the cost of labor, at least I would have a sense that Whirlpool is making a good faith effort to manufacture reliable products. Then, I might consider buying Whirlpool again in the future. The price for the part quoted to me was $164.80. That seems like it might be a good long-term investment to make on your part, especially since I have friends, colleagues, and hundreds of students. What do you think?
Paul A. Passavant