Complaint / review text:
We bought a fridge in November 2013. Brand new, paid about $2400. After a few months, the fridge wasn't keeping our food cold, was leaking from the ice maker, and wasn't making ice. I called for a repair and about a week later they sent someone out. He assessed it, then came back a week after that to replace the part. Within a month or two later, the same problem. I called for service and was set up with a new company. The repairman called me a couple days later and instead of setting up a time to come in, he says its a common problem, he knows what's wrong, and he will order the part and call me next week to come replace it. A week passed, no word. I tried calling the man back, left several voicemails, and no answer. After another week, I call whirlpool again and tell them I heard nothing from the man and at first they tell me they can't do anything with it since it is an open ticket and I tell them that's not okay. They need to close it, he never even came to the house and assign it to someone else. After they tried multiple times to call the repair company themselves with no answer, they assigned it to a new repair company.
Again, it was assessed, a part was ordered and replaced another week later. So now it's been well into 9 months of having a worthless fridge. A few weeks after that part was replaced, the problem was back and I called again for repair. I was told if this problem is not solved this time I would be eligible for a replacement fridge. Obviously, it did not work so I called to have a replacement fridge at the end of August. I was told that someone would call me to set it up in 5-7 business days but maybe a little longer since Labor day was right around the corner. I waited, patiently. I called every few days for weeks until mid October and kept getting told it had not been assigned, they are really backed up, it will be just a little bit longer and they will send a message. Mid October, my sister in law called for me and she was told that it was denied because I had not had it serviced within the last 4 weeks. WHAT KIND OF ANSWER IS THAT??? That's like putting salt on a wound! I have had spoiled food, constant clean up of leaks, and constant wasted calls to get told that it was denied because it wasn't serviced in the last 30 days while I was waiting for a response from Whirlpool???
So of course I grab the phone and go off. They agree to reopen the case because it was denied for a bad reason. At this point, as I type this, I have been on hold for 55 minutes to speak to yet another supervisor because it has been 2 and a half weeks since they reopened my case and I am told it has not been assigned and the best they can do is send another message.