Whirlpool not honoring my warranty UPDATE- THEY'RE PAYING!!

[tinkarooni]

This is very budget.....as in my budget is taking a beating this week because Whirlpool Corporation just denied my warranty claim because they claim they have filed for bankruptcy so they do not have to honor my warranty claim.

Do not purchase any Whirlpool appliance.

Here's my story: We purchased a fridge from them in 2006 with a 5year warranty, in march of 2009 it died, they fixed under warranty, in sept 2009 it died again, they insisted that they would fix it again under warranty. They put in writing to me that if the fridge dies within one year of repair they would not force us to repair again they would replace. Dies last night, called them today. They refuse to do anything at all and just keep telling me that it is all in the hands of the judge. When my DH called Lowes they are still selling Whirlpool appliances and had no idea that this was happening. I checked on the internet and it is happening a lot.

Ideas are welcome....thanks budget boarders! Mostly though I want to stop this from happening to anyone else. My warranty and written guarantee aren't worth the paper they're written on if the company won't back it up. Don't let this happen to you!

 

[merekc]

If you have a 5 year warranty, that sounds like it might be an extended warranty. Aren't these often purchased through a third party or the seller, not the actual manufacturer? Just a thought worth checking into.

Thanks for the info. Hope it turns out well.

 

[tinkarooni]

If you have a 5 year warranty, that sounds like it might be an extended warranty. Aren't these often purchased through a third party or the seller, not the actual manufacturer? Just a thought worth checking into.

Thanks for the info. Hope it turns out well.

Thanks for the thought but no, we didn't purchase the extended, this was the basic warranty at the time, although now it's only 1 year FYI. I wish I had bought it through a third party, than I might be getting somewhere right now.

 

[JennsBabySky]

Ugh! That is terrible. I did a quick search and I didn't see anything about Whirlpool filing for bankruptcy. Did it just happen?

The only recourse I can think of is contacting the store you purchased the refrigerator from and see if they can help. In this case, hopefully it is a big chain! I'd write a very professional letter and make sure to include a copy of the statement promising you the new refrigerator. I'd copy everyone I could think of on the letter (from the local store manager to the board of directors). You'll need one person to make this an action item and that could be tough.

I'm not happy to hear about this at all. Just over a year ago we purchased KitchenAid appliances (part of Whirlpool) and I really like them and still need to purchase a wall oven. Please keep us posted on the outcome!

Good luck,
Jennifer

 

[msmayor]

I can't say that I've seen full 5-year warranties on the ENTIRE appliance. Often, only certain parts are warranted beyond the first year. Is it possible that the problem you're having is not covered under the 5-year clause? What does your warranty specifically say about what is and/or is not covered?

 

[tinkarooni]

To clarify. I understand warranties, I am a claims adjuster and certainly have enough training in "the fine print" so to speak. PP is correct that only certain things are covered under a 5 year warranty and it includes parts and labor on those things, I think they call it sealed refrigeration unit, but I could be wrong as DH has the paperwork at work.

I assure you guys, this is not a question of "is it covered by warranty". It is, they have fixed it twice under warranty and because I balked at getting it repaired twice they promised verbally and in writing, I have a special letter they sent me, that if it broke again in one year, it's been three months, that they would replace the unit.

The answer I am getting is that they are not honoring my warranty because they are in the process of filing bankrupty, they keep telling me "it's in the judges hands". I can understand you guys wanting to think I've made a mistake, I haven't. They very clearly told me they will not honor my warranty because of the bankruptcy. They will not even fix it, even though they guaranteed in writing until Sept 28, 2010 to replace it should it die again.

I promise you, I have my facts right. We are in the process of contacting every consumer advocate including federal agencies. We contacted Lowes who was outraged to hear this and Lowes is calling the executive offices of Whirlpool which is who I am dealing with to confirm my facts. Lowes continues to sell these items and had no idea warranties were being denied.

FYI Lowes offered to honor the warranty, be clear, I have no warranty with Lowes, but they offered to honor it. Of course I will not have the fridge fixed again since every time it dies I looe a couple hundred dollars of food, and I never know for sure it it's going. It feels warmer, hard to tell and than Kaput.

Good for Lowes for stepping up where they don't have to, however everyone should be aware of Whirlpools clearly deceptive business practices. I have all of the facts in writing, and I don't intend to go quietly.

 

[akcire]

You should ask Whirlpool who is the bankruptcy judge assigned to their case? If they are in bankruptcy they will have an assigned judge---once you have his name you can write the judge a letter or offer to drop the 300 lb paperweight on his front lawn.

 

[merekc]

I think you are doing all the correct things. And way to go Lowes! My only warning would be to act swiftly so if they are not officially in the process and are only trying to stall you that you don't miss out on some narrow window. KWIM.

I also googled and didn't find anything about bankruptcy. Can you try the Attorney General's office for the state they are incorporated in? Maybe they can help you. Maybe it is also worth dropping that information to the corporate office.

Don't forget document every single call.

Good Luck!

 

[msmayor]

Well, I don't see anything anywhere that indicates bankruptcy has been filed or is imminent for Whirlpool, so I can't comment on that aspect. I would find it hard to believe that they are in the process of declaring simply because their stock price is currently trading at about $76/share, within $4 of its 52-week high. A company ready to take the bankruptcy dive would normally be trading at or near its 52-week LOW.

However, it would not be unusual for a company that has declared bankruptcy to no longer honor warranties. You become a 'creditor' of the company and must stand in line with others in order to collect what you are due.

 

[tinkarooni]

Good ideas here, thank you. I too have been googling whirlpool's bankruptcy and don't see it. It appears to be the company that manufactured the fridge for Whirlpool has filed bankruptcy and that is why Whirlpool will not honor my warranty. Trying to get a response in writing from them. Keep you posted.

State attorney general is a great idea. Will try that.

 

[Blue.Fairy2]

You should ask Whirlpool who is the bankruptcy judge assigned to their case? If they are in bankruptcy they will have an assigned judge---once you have his name you can write the judge a letter or offer to drop the 300 lb paperweight on his front lawn.

I like this idea!

So all kitchen aid appliances are whirlpool? Stand mixers included?

Great information OP our frig is on it's last leg and I do not want to purchase something that will not be backed by a warranty.

thank you for posting.

 

[tinkarooni]

Here's the update. After speaking to the folks at Lowes and Sears it seems that a company by the name of WC Woods has filed bankruptcy. This company manufacturers fridges and freezers for Whirlpool. So Whirlpool has not declared bankruptcy, which makes this whole thing more despicable.

The executive offices told me specifically that they will not honor my warranty because of the bankruptcy. Tell your friends and family. Shame on this company for selling me and lots of other people a lot of garbage. Google Whirlpool and warranty and you'll find lots of other people with this problem and even a class action suit filed in 2007 for just this sort of thing.....wish I had known.

I am also pleased to report that when we were in Lowes we saw a very nice older couple picking out a fridge, they were looking at a Whirlpool, hmmmm, they bought a Samsung.....wonder what changed their minds could it have been something I said?

 

[mrsklamc]

I would say contact consumerist.com as well.

 

[kaytieeldr]

Also any media consumer reporters in your area. Might as well spread the word.

 

[Blue.Fairy2]

You might want to ask the shirts at whirlpool for their email address and send them a link to this thread you changed my mind about buying a whirlpool!

let's see what was it i learned in college..you tell 5 people and they tell 5 people and so on and so on ..... hmmm that is alot of people!

 

[Big Kahuna]

I may be thinking "out of the box", but your letter may not be a warranty as you describe it. I would consult an attorney, as the letter you received may be considered a contract or similar legal agreement and not subject to the bankruptcy proceedings. Since it is a letter that describes a specific circumstance and specific actions, then they may have created a special relationship with you. Remember .. the people you talked to just said warranty and no... It's what they are paid to do. Their legal rep may look at it differently when contacted by a lawyer saying "breach of contract"... I'm sure a new refrigerator is far cheaper... Good luck, and thank you... We are shopping for a new frig tomorrow... Guess who isn't in the running.....

 

[tinkarooni]

Thanks for the good ideas. We will be contacting everyone we can think of, and anyone you guys can think of too.

Big Kahuna: Thanks, I also have been thinking along those lines as well. Here is what the letter says, I am quoting, "Per our conversation on Sept 21, 2009, Whirlpool Corporation has agreed to replace your refrigerator, model no aaaaaaaa serial number aaaaaa at no charge should it require a compressor replacement within the next year, beginning Sept 28, 2009 up to and including Sept 28, 2010."

This letter is on Whirlpool Corporation letterhead and signed by a member of "Executive Staff". Who by the way yesterday told me that I could not speak to her boss, she refused to give me the name of her boss, turns out it is the CEO of the company.

Blue.Fairy2: So far I've told 50 friends, so than what happens.

This is shameful. Shame on an American company for treating us this way. I am not trying to get something I don't deserve. I made a deal with them that I would let them fix the fridge twice, against my better judgement, but they made me this swell deal, sounded like I couldn't lose. They would fix the fridge and on the off chance it broke again they would replace it. They lied. They fixed the fridge to get me off their back and now they are giving us a ridiculous excuse as to why they won't do what they promised, in writing.

You or I would be dragged into court by a person if we made a contract such as this and than refused to live up to our end of the bargain. Why should a big corporation be permitted to get away with it? I can't afford to retain an attorney to take Whirlpool to court over a $2,000 fridge, as it is I have to buy a new fridge. But I can continue my word of mouth campaign along with contacting every consumer advocate I know. This is one middle class American that is tired of getting $#@***, you know what I mean.

When shopping for a fridge I warn you that Whirlpool has 53% of the market share, (per a Lowes representative). It is difficult not to buy a Whirlpool, they make Maytag and some Kenmores. Please remember it does you no good to buy something that will break down within a few years and a company that refuses to stand behind it's product.

Now please go tell 50 friends.

 

[msmayor]

Your letter specifically states the problems needs to be the compressor. Are you sure that's what the current problem is?

 

[tinkarooni]

Your letter specifically states the problems needs to be the compressor. Are you sure that's what the current problem is?

Yes the letter is very specific, the problem both times has been the compressor, which, according to the repair man Whirlpool sent twice, is essentially the whole shebang in a fridge. They removed and welded on a new compressor two times. He told us that there really isn't anything else to break. So this time the fridge dies, exactly the same way as the last two times, first it freezes things and than within two weeks starts to go warm.
So yes, I think it is the same. The problem is Whirlpool doesn't care why it died. They won't send anyone to look at it. There answer was simply "No". If they sent out repair, as their warranty says they will, and the repair guy said, sorry, this time it's the ligenhammer, than I would have been outsmarted and would take my lumps like a big girl. That's not what is happening, they refuse to send anyone, they refuse to address. As I was told yesterday upmteen times, We are sorry that we can not longer assist you in the problems you are having with the refrigerator, our hands are tied.

I have no intention of paying repair to diagnose this problem, when we pretty much know what it is, and Whirlpool will not address it anyway. Now if they said you diagnose the problem and we will live up to our agreement I might consider it, although probably not because even if I get it in writing they don't do as they promised for me so far, so why should I believe them any further.

FYI I bought a new fridge yesterday, however I am keeping the Whirlpool in the basement just in case they come around to their senses and want to inspect it.

Thanks for your thoughts

 

[msmayor]

You mentioned in one of your previous posts that Lowe's has offered to honor the warranty. Why aren't you accepting their offer?