Update by user Jun 13, 2013
The technician who came to check out my washer lid ordered a new lid, both hinges, and bearings. The parts were back-ordered, but they are supposed to ship out to my home tomorrow. The Whirlpool technician is currently scheduled to come in to install the parts on Monday. Incidentally, the technician told me he has seen cases were some owners have drilled *** through the broken lid and mended it with a bolt. I am not sure if this is a viable fix, but I may try with the old lid once the new one is replaced. I expect that I might have the same problem down the road with the new lid unless Whirlpool has changed the design of the hinges. In my opinion, the hinges have WAY too much tension on them for the flimsy plastic frame.
Again, Whirlpool finally came through, but the overall cost to them is going to be over $500.00. I appreciate Whirlpool's Amber for her professionalism in taking care of this, but I also understand the frustration that others are having with their initial customer service contact.
I am hoping that the new lid/hinge assembly has somehow been updated so that this will no longer be a problem. Good luck to others who are having the same problem.
Update by user May 22, 2013
Whirlpool eventually came through and took care of our problem. Amber called me a few days following her post (below) and she sent a technician to my house to replace the lid on my washer at no charge to me. I appreciate the professionalism that Amber displayed in taking care of this issue.
Original review posted by user May 13, 2013
My wife and I purchased a Cabrio washer from Lowes a little less than two years ago (factory warranty is twelve months). Our machine came with the see through glass lid. It turns out that the plastic frame that attaches the lid to the washing machine is a very poor design, as the spring loaded hinges put too much tension upon the plastic frame and it WILL crack/break over time. The replacement lid costs about $200.00+, leaving little incentive to repair the machine.
I just spoke with two Whirlpool representatives by telephone about this issue, one in Tennessee and one in Michigan. I spent several hours before my call researching this problem, and found that it is a known problem with this product. Just one example of the research I found can be seen at: http://www.pissedconsumer.com/reviews-by-company/whirlpool/whirlpool-cabrio-horrible-product-customer-service-20120403309575.html
Of course, I told the Whirlpool rep. about my research, and she told me (paraphrased)..."We don't recommend our customers to use the internet to research our products, unless it is a Whirlpool approved site." I literally thought I might fall out of my chair laughing!! Later in the call, the Whirlpool rep could not find the part number for the call, so I provided her with the number that I found at a "non-approved" Whirlpool site. Turns out, it was the correct part number (imagine that).
After being placed on hold, told to dig up the serial number, etc. I was told that this was a known problem, but in the grand scheme of the number of units sold, Whirlpool considered it to be an "isolated incident." I thanked Whirlpool for wasting my time and money, and vowed to never purchase another Whirlpool product again....
OF ALL THE COMPANIES THAT I HAVE DEALT WITH DURING MY 30+ YEARS AS A CONSUMER, THIS WAS THE WORST CUSTOMER SERVICE EXPERIENCE I HAVE EVER HAD.
Product or Service Mentioned: Whirlpool Washing Machine.
Monetary Loss: $200.