Guelph, Ontario
Not resolved

We have a Whirlpool Duet washer/dryer combination that we have been totally satisfied with for over six years.My wife has recommended the products to many of our friends who have subsequently bought them.

Recently my wife pointed out that the handle on the washer was loose. It turns out the plastic around one of the screws had cracked as shown in the picture below. It appears to me that this is clearly the result of a design & engineering fault since the top screw is set so closely to the corner. This design defect has resulted in the plastic breaking from the normal stress of opening & closing the door.

It’s ironic that such a minor, but functionally important, part should fail less than half way through the expected service life of the appliance itself. Based on this I fully expected to have the replacement part shipped to me on a no charge basis. I called Whirlpoo; Customer Support to order the part and discovered that they wanted to charge me $31 plus shipping & handling. While I understand that Whirlpool has a one year warranty on parts I believe there should be an exception when the problem results from faulty design and engineering.

I made this point to the Customer Service representative to no avail. I then asked to be escalated to her Manager. He was equally obdurate. When I asked to be transferred to his superior he at first resisted but finally agreed to my request to have him email me the name and contact details as well as his own name.

The response I received did not include any of the information I had asked for. I replied asking for the information I had requested. Incidentally I discovered that consumer complaints for Canadian customers are handled by staff in the U.S. Over two weeks later I received a message saying that they refused to accept any responsibility.

I’ll leave it to you to judge whether this meets the standard for Customer Service support at Whirlpool.It certainly does not meet mine.

Review about: Whirlpool Duet Washing Machine.

Review #383633 is a subjective opinion of a user.

Not specified
Reason of Review / Monetary Loss Not specified / Not specified
Preferred solution Not specified

Had an Experience with Whirlpool?

Submit review


Comment as anonymous or
Terms of Service
Post Comment
Be first to start a discussion.

You May Also Like

"I have the same exact issue with my Whirlpool Cabrio washer cracked lid Model # WTW7800XW2. I, too, was told the same thing from Whirlpool that my warranty expired. My..." Read more
"I have a black side by side whirlpool refrigerator. It was put in my home by Pulte home builders in April of 2014 and has a 2 year warranty. Since day..." Read more
"Our family has replaced the lid on the whirlpool cabrio 4 times!!!!! The glass is too heavy for its plastic housing. It literally buckles under the weight of the..." Read more
"In the fall of 2013, my Whirlpool cooking stove from Lowes was delivered. It came with free installation. We make home-cooked meals, bake bread, and make everything from..." Read more
"Ordered 1 GB Receiving 40 MB WTF!! Already contacted Consumer support, they told me to downgrade if I didn't like it. 100 words why !!! they just suck Dummy Text..." Read more
"Sed fringilla mauris sit amet nibh. Sed augue ipsum, egestas nec, vestibulum et, malesuada adipiscing, dui. Praesent metus tellus, elementum eu, semper a, adipiscing nec, purus. Fusce pharetra convallis urna...." Read more
"Eastbay you’re a true *** SHOW…Your customer service department is the World’s WORST! Not only did your untrained employees screw up my order but they also lied to me and..." Read more
"My purchase was based on brand reputation and 10 year guarantee. I've had my washing machine for 2 years now. The spinning noise isn't the same as the sound it..." Read more