Lately, My Life Has Been a Whirlpool

** A huge thank you to all of you who contacted me with concern over yesterday's earthquake.  I'm fine; my family's fine.  I live pretty far south and the quake did cause significant shaking at my house.  (The epicenter was in Baja California.)  Our nerves were rattled, but we are okay.  **

If you follow me on Twitter, you already know a little about today's topic.

In August of 2006, I purchased a top of the line Whirlpool front loading washing machine for just over $1,000.

Expensive, don't ya think?!

I'd never spent that much money on a washing machine in my life.

I've been very happy with my washer (and the Whirlpool dryer which I bought at the same time).

I love the large capacity of the front loaders.  I have three kids; there's never a shortage of laundry at my house.

In fact, I do several loads of wash every.single.day.

My washer has done a great job cleaning even the toughest clothes.  I've been extremely happy with it.

My boys both have participated in sports.  Currently, my youngest son brings home filthy baseball uniforms each evening for me to launder.  They need to be washed and re-packed for practice or games the next day.

A few nights back, on April 1st, I was washing my son's high school baseball uniform when my washing machine began making a beeping noise.  I went to take a look at it, and you can imagine my surprise when I discovered the washing machine door had locked itself tight.

Inside, my son's uniform was being held hostage.

Visions of an angry coach immediately began dancing through my head.

I turned to Twitter for help.

I tweeted my problem and I was pleased to get some advice on how to unlock the machine.  I followed the advice, but unfortunately it didn't work for me.

The following day an appliance repairman charged me $53 to look at my three and a half year old machine.  The repairman was able to unlock the machine and free the hostage uniform by using some magic repairman tricks.  He also told me the "inner tub" of the machine was separating and that my "machine is failing."  He told me I might be able to wash small loads temporarily, but I need to buy a new washing machine.

I was upset.  

I was livid.

How can a "top of the line" washing machine "fail" in only three and a half years?

The repairman told me it doesn't happen often, yes - he does like and recommend Whirlpool machines, and it's too bad I didn't have an extended five year warranty.

Seriously?!

No one buys a washing machine thinking it will DIE in less than five years.

No one, especially, buys a "top of the line" washing machine for a thousand dollars thinking it will only last three and a half years.

I began venting on Twitter.  I was not a happy Whirlpool customer.

To my surprise, Whirlpool responded via Twitter.

They asked me how old the machine was, and then asked me for my "information."

I sent them a direct Tweet (like a private text message) with my first name and phone number.

The next day I got a call from Whirlpool.  Based on the small amount of information I had provided, they knew my full name, address, and all the registration information about my machine.

I was impressed.

It also creeped me out a little, in a big-brother type of way, but I was mostly impressed.

They informed me they would send out their own serviceman to look at my machine and see if it could be fixed at no cost to myself.

I was, again, impressed.

Clearly, Whirlpool cares about their reputation.  Clearly, they understand the power of the Internet.  Clearly, they are trying to stand by their products - right?

Last Saturday, the Whirlpool serviceman arrived.

First, he informed me the water pump on the machine was bad and he had already replaced it.

"That's nice," I responded, "but I thought the problem was with the 'inner' tub?"

"I'll check that next," he said.

Sure enough, he determined the machine needed a new inner AND outer tub.  He told me Whirlpool would be covering the repairs.  

Those repairs?

They would have cost me $1,400 if I were paying to fix the machine myself.  (More than an entirely new machine would cost!)

I asked the repairman why Whirlpool wouldn't just let me get a replacement machine.  It would be cheaper for them, and more convenient for me.

He shrugged his shoulders and said, "They won't.  This is how they take care of it."

I'll be honest, my initial reaction was one of relief and thankfulness.

I felt relief Whirlpool cared enough about their customers to stand by their product.  I felt thankful I didn't have to spend $1,000 to buy a replacement machine.  (If I had to buy a new machine after only 3 1/2 years you can bet, in my anger, it would NOT have been a Whirlpool.)

Whirlpool was making me happy.

Really, what a smart company - don't you think?

I reach thousands upon thousands of people with my blog and Twitter ... Whirlpool is smart.

Big corporations are learning ...

Take care of your customers, and your customers will be your customers for life.

Also?

If your customer is a blogger?

You can reach thousands of people in a positive way by having excellent customer service.

Whirlpool is smart.

But I still have a big problem and I'm not sure what to do about it.

Whirlpool is sending BIG boxes with replacement TUBS and other things to my home.  When they arrive, I'm supposed to open them and check for damage.  Apparently they get damaged a lot in transit because they are big and heavy.  Then I'm supposed to call the service company and let them know if my replacement parts are good, or need to be ordered again.  If everything arrives undamaged, the service company will be out on April 15th, with two men, to spend almost an entire day re-building my washing machine.

If the replacement parts arrive damaged, the whole process begins again with them re-ordering the parts.

Do you see where this is going?

If the very best scenario takes place, I will be without a working washing machine for a total of fifteen days!

FIFTEEN DAYS!

I do several loads of laundry EACH DAY!

Now, you're probably thinking, "Go use a laundromat, 24."

Of course, I already thought of that myself.  The problem is, there are no laundromats near Money Town.

None!

(Rich people never need laundromats?  Inquiring minds want to know!)

In addition, my son gets home from high school baseball around 6:45 each night.  His uniform has to be washed at night for the next day of school which he departs for at 7 a.m.  I usually wash his uniform while I'm getting him his dinner, etc.  It's not a time of day where I can be driving thirty minutes (or longer) both ways to a faraway laundromat.  I can't be away from home for a couple hours every night.  It won't work.

There's another, more difficult, problem also.

Whirlpool doesn't know this, but you do.

I'm *disabled* .... 

(Oh, how I hate that word.)

Laundry is difficult for me under the best of circumstances.  When I do laundry at home, I drag the baskets across the floor with my left, non-dominant, arm.  I drag them downstairs, one at a time, in the same manner ... and then I drag them one-handed to our laundry room.  If Briefcase is home, he helps me by carrying them, of course - but his job involves extensive travel and he isn't home very often.

I do a lot of dragging.

I'm not physically capable of lifting laundry baskets, carrying them to my car, lifting them in and out of the car and carrying them into a laundromat.

(If I even HAD a laundromat nearby - which I don't.)

In the meantime, dirty laundry has already begun taking over my entire house.

In a perfect world, Whirlpool would have a replacement machine delivered to my house in the next 24 hours.

And yet, it isn't a perfect world.  Whirlpool has committed to fixing the machine I have, and I appreciate that - very much.  It just isn't going to happen quickly.

What do I do?

I mean, other than trying to rub the clothes against a rock in the backyard with one arm in an attempt to clean them?

Your suggestions are welcome ....

**  Controversy over this post warranted a further discussion which you can find by clicking here.  **

© Twenty Four At Heart

Comments

[Kelly]

Glad your ok with the quake. The washing machine nightmare is just that, a nightmare. They should just send someone out with a replacement machine. It is the right thing to do even if they don't know about your arm. Can you hire someone to do your laundry for you and bill Whirlpool for the cost?

[Mad Woman]

Oh gosh, I only heard about the quake today. Glad you're ok!!

I think Whirlpool should have to pay for a laundry service to come take it away for you. Wishful thinking eh?

[WebSavvyMom]

-->I'm glad you got a response from Whirlpool. I told you on Twitter that we have Bosch frontloaders and (knock on wood) haven't had any problems so far.
I'm stumped at a suggestion for doing the laundry in the interim unless you can BRIBE a mom of someone else on the team to wash his uniform too every night for two weeks. Maybe promise plastic surgery? Pretty pictures of the area? :-)
~deb

[Joanne]

rent a machine temporarily and inform whirlpool of that fact that you have physical limitations that will make inspection of the deliveries impossible for you, see if they can deliver to the service tech , so he can inspect them (maybe that will get him to do the repair a little faster if HE has to walk around them for a week!)

[Jan]

Whirlpool are idiots.

Oh, marvelous - they're going to fix it for free? But it's going to cost them MORE than the additional $400 that a brand-new machine would cost ($1,000 is the *retail* price of a new washer, which I can guarantee is at LEAST 50% more than what it cost Whirlpool to make the damn thing). And it is going to inconvenience the hell out of you for OVER TWO WEEKS. What kind of a company does business this way??

I'd tell them to either send you a new machine NOW or tell them they've lost a customer and the whole damn internet will hear all about it.

[[email protected]]

You need to hire a laundry service, if only for your arm. They'll come get it and bring it back washed. But that really sucks; one would think Whirlpool should help foot that bill!
I too, just turned on the news this morning and thought of you!

[di]

Maybe there is an out of work Mexican that would take them to a stream and beat them on a rock for you...

Adios Muchacha

Di

[tonya cinnamon]

have any friends you can beg to cook them dinner or take them out for coffee if you can beg to use their machine for a bit :)
also get a belt strap attached it to your basket and drag it that way. easier then trying to push or scoot it :)

[middle-aged-woman]

Friendly neighbor? Sympathetic friend? Nearby relative? The sheets and towels can wait, but there are things that really must be washed before 15 days are up. Maybe Whirlpool will see this post and help you out?

[DebrAbby]

Just read about the quake. Glad you are all OK!

Oooo I know the problems with washer/dryer. Ours went out and we just replaced it. Maytag -- but we'd had it about 10 years or more. Still thought it would last longer than it did.

Only thoughts I had someone mentioned above...
Any friends that might take your laundry and do for you in return for a special spa day or something like that?

Either that or hire someone to come in and get it and do it for the interim.

I actually think Whirlpool is going above and beyond.
The power or the internet!

[stacy]

Okay, this is an expensive solution but our friends just had their machine die and are not flush right now. The wife wants a good matched set but that is out of the question at the moment. So, they went to Best Buy and bought the base model whirlpool, I think and it was less than 300 and then you could donate it at the end.

[Grace]

Dang! If only I'd been a part of Twitter when our 3-year-old GE front load washer wiped out on me. We ended up getting a new inner and outer liner as well. It was be-yotch for almost 3 weeks before we had a working washer in our house. Glad to hear that your machine is getting fixed!

[Tami]

Its admirable whirlpool is sticking by their product.
THEY SHOULD.

Aren't you wondering what type of piece of crap needs a new pump AND new inner tub AND new outer tub after only 3 years? WTF is up with THAT?

No one - absolutley NO ONE buys a washer thinking it will only last three and a half years. They damn well BETTER fix it. I disagree with DebrAbby - whirlpool isn't going above and beyond. They're just covering their ass for selling you a piece of crap.

Going above and beyond would be fixing the problem immediately, whether it be with a replacement washer or other means.

I also GET that you can't have friends come do your laundry every night or drive with you for hours to help you carry it.

There are no laundromats in money town. The next step is to find out if there is a laundry service that will pick up and deliver and bill whirlpool for the costs. It won't help with nightly washing of the uniform but it will help with the rest.

[Momo Fali]

I have no suggestions whatsoever, but just wanted to tell you good luck...and also thank you for making me appreciate my 15 year old washing machine that has only once needed a new belt.

I will wish and long for a front loader no more.

[Christi]

Trying to decide if I should never buy a front loader or if I should never buy a whirlpool. I think you should do a PSA and run a survey on 24 asking everyone what type of washing machines they have, how long they've lasted and how many repairs they've needed. (Maybe also ask how the manufacturers were with customer service while your at it!)

[kathygee1]

I wish I lived closer to you! You don't have a neighbor friend who would be willing to let you use their machine for a couple of weeks?

This is why I love my neighborhood. Even here in the OC I have three neighbors that I know would let me use theirs. If I had your arm limitations they would do it for me.

Sorry you are going through this. I know I'm no help. At. All. Hope you find a solution.

[Lisa]

Ok seriously? Am I the only person who thinks you may be looking a gift horse in the mouth a bit? The fact is you didn't buy the extended warranty and Whirlpool doesn't HAVE to do anything. They are because you threw a hissy on Twitter and tried to pull a Dooce. The whole "I'm a blogger and you better give me special treatment" act leaves a sour taste in the mouths of people who see real need every day because of skyrocketing unemployment. You are not shy about talking about all of your financial advantages, leaving us to believe you can well afford the cost of a new machine. The rest of us would have to make the best of this very same situation. Come on.

[Shari]

Lisa, Ok Seriously! If you or I had spent $1000 on a washing machine and it broke, I think you or I would do everything in our power to right the wrong that is a lemon! No matter what anyone makes, Whirlpool made a shitty product and it shouldn't break in 3 years. I'd yell it out over the mountain tops but heck there's the internet, baby, I'd use that and make a strong statement!

[Ann's Rants]

What a huge pain in the ass. They should replace the machine. So savvy of you to use twitter to get their attention!

[Twenty Four At Heart]

Lisa,
I'm "not shy in talking about" all my financial advantages? When have I EVER talked about my finances?

Never. Not once.

I don't discuss my finances, my marriage, my family on 24.
I live NEAR an affluent area I refer to as Money Town. I don't live IN Money Town.
Your perception of my financial status is very misguided. I can't afford to buy a new washing machine every 3 1/2 years.

Even if I could, I shouldn't need to ... nor should anyone else.

I think I was quite complimentary of whirlpool's efforts to stand by their product in today's post. Do I still have a dilemma? Yes, I do. I am physically incapable of carrying laundry baskets. I have no laundromat in the vicinity of my home. I have a problem.

Does it make me an Internet bully to discuss my problems/issues/concerns on my own blog? I don't think so ... that's what bloggers do EVERY DAY.

I appreciate being compared to Dooce, but I am a small blogger. I don't have anything close to her power. Also, I didn't get on Twitter (or my blog) and tell people not to buy Whirlpool OR ask for special treatment because I'm a blogger. Nonetheless, I can certainly understand why she got so frustrated that she DID shout out on twitter. There are few things as frustrating as dealing with a broken appliance which we, as moms, are very dependent on.

I did VENT on Twitter ... just like everybody else does EVERY DAY about the issues going on in our lives. Is venting "throwing a hissy fit"?? Then take a look at twitter and you will see people throwing hissy fits over various issues in their lives ALL DAY LONG.

Whirlpool responded to my venting ... and as I wrote in my post, I was quite impressed that they did and also with their response. I don't see anywhere in this post where I complain about Whirlpool's response to my problem or ask for "special treatment" because I'm a blogger.

On the other hand, consumers have every right to stand up for themselves and to request good customer service from the companies we purchase products from.

[Sandi]

Meet me on Antonio every night with your dirty laundry.. There is nothing I would love to do more. CALL me and lets do this sister!!

[Liz Tee]

What makes me mad is that these expensive new appliances are not engineered to last 20 years, the way our old ones were. They are designed to be replaced much more often.

In fact, I bet there are hundreds of Whirlpool customers who have had to suck it up after 3.5 years and either buy a new machine or eat the repairs because they didn't know about Twitter. Twittering one's discontent and getting a response from the mfgr isn't going to work too many times, I guarantee.

Being forced to pay extra for an extended warranty gripes me all to hell, too. Appliance manufacturers know they got us coming and going. They deliberately manufacturer appliances with planned obsolescence, and expect us to pay more to hopefully ensure a decent lifespan for our appliances.

OK, I'll shut up now.

[Michelle Pixie]

I am glad you are okay. I am sorry to hear about the washing machine fiasco. I would say maybe a friend/neighbor could help by lending you their washing machine but that would require you dragging the laundry baskets to the car. What about a laundry service? I know it can be a little pricey but it may be worth it for the next couple of weeks? Either that or way the cost of the inconvenience verses the cost of a new machine and follow your heart.

[Lisa]

I didn't compare you to Dooce, I said you pulled a Dooce - which is entirely different. I completely understand your frustration. A machine SHOULD last longer than 3 years. But sometimes they don't. Sometimes an otherwise excellent product line puts out a machine with issues, and that's why extended warranties exist. As much as they seem like a scam, they do serve a purpose. You gambled that you wouldn't need one, and you lost. The same thing happened to me with a refridgerator that was only slightly over a year old. I lost a fridge and freezer full of food AND had to buy a new unit, so believe me, I understand your frustration. I also agree that it's excellent that Whirlpool is fixing it for you, even though they don't have to. That's awesome and I'm glad for you that you're getting it fixed. I just think that asking them to change their policy yet again sounds a little ungrateful considering what they are already doing. I know you can't carry laundry baskets, but you have an able-bodied son who can. You also have friends here who have said they'd help. It's an inconvenience, yes. But not outside the realm of possibility.

[Jack]

The time frame here is strange. They are a national company who should have distribution warehouses throughout the country. Those locations shouldn't be limited to complete machines, they should also have parts.

I would talk to them about where the parts are coming from. I'd be surprised if they can't ship from a closer location. Alternatively maybe they will consider providing a new unit.

[Twenty Four At Heart]

Hmmmm
Lisa has unfollowed me.
Apparently she didn't like my response to her comment.

For the record, I have no problem with anyone disagreeing with me in my comments section as long as it is done in a respectful manner. However, if the comment includes misinformation - I also will have no problem setting the record straight with a response of my own.

My "able-bodied son" leaves for school at 7 a.m. and gets home between 6:30 and 7 p.m. At that point he needs to have dinner, shower, and do his homework - not travel for a few hours each night to and from a laundromat with me. Yes, a friend offered to help AFTER Lisa's comment - she doesn't live nearby and I would not impose on any friend to drive that far every single night to help get my son's uniform washed. The woman who offered has FIFTEEN kids of her own. (See her blog: Lucky Thirteen and Counting)

[AA]

You could possibly "rent" one at a rental place for a couple of weeks. I am not sure what is available in your area but there are places that rent out entire housefuls of furniture, maybe they rent a washer at Rent-a-Centers. I am glad they are fixing your problem and I would be irate if an appliance broke down in 3 years! I had my last one for FIFTEEN!!! That is absurd and a quality issue that is the problem of the company. I am glad to see that they are doing something to resolve it. If everyone's washer broke down in 3 years and they just said, "Sorry, you didn't buy the warranty" as the previous poster suggested, how many do you think they would sell...not many I would think. I also think that even if you do have money, or not, is irrelevant in this issue and people need to quit hating. A customer is a customer no matter what their economic status and I expect to get a quality product when I spend my money as everyone should. Perhaps people like you and Dooce using your "voice" will make customer service better for everyone and it is certainly a good move on Whirlpool's part to correct the issue.

[Linda Tustin]

AWWW Lisa was a bitch. GOOD RIDDANCE. This blog is not about money- Lisa is the kind of commenter that tries to bring everyone down to her miserable level. ((hugs)))24. :)

[Jason]

It's so funny how a harmless post can turn into something so controversial. I guess my brain just doesn't work that way.

I hope your laundry issues are resolved faster than fifteen days!

xoxo

[linlah]

Tweet it until you get it resolved. the squaky wheel really does get the oil.

[Tiffany]

Now I'm mad.
Mad at the thought of you dragging your laundry around one-armed.
Mad at whirlpool for not being more expedient.
Mad at Lisa for being a snarky, jealous, bitch.
Like you need HER in your life?
I also noticed how she tried to back pedal in her second comment.
So if you aren't DESTITUTE you don't have the right to expect a company to stand by the LEMON of a product they sold you?
Anyone who has read you for any length of time knows you have a heart of gold and are an inspiration to many people.
Shame on you Lisa.
Shame on you Whirlpool

[Libby]

I'm sorry about your washer. That is such an inconvenience. Funny story though. I recently had what I thought was a washer break down. We have a laundrymat only 15 minutes away, but still it was inconvenient. I am AM capable of toting laundry baskets. After a week of water standing in the washer, (the smell was wonderful, as you can imagine)I finally called a repair man, who is only about 15 minutes away,He told me that it sounded like a little saftey switch sounded like it had gone bad. Sure enough, I put a piece of cardboard in the slot & it worked. Imagine how dumb I felt. It's a Whirlpool & we've had it for 16 years, & we've only had to carry it in to be fixed once. (Knock on wood) Just thought maybe you could use a little story to maybe make you laugh. By the way, I used to be blonde.

[dogmother]

I didn't have time to read all the other responses. I was thinking about you today in regards to the earthquake....scary, and I'm glad you're OK!!
On a lighter note, I laughed out loud....the visual of you washing clothes on the rocks around your pool...the ultimate anti-Moneytown, don't you think? It would make front page news...."Economic Downturn Hits Home..OC Women Seen Laundering Clothes at Poolside...see page 10 for details".
I purchased an LG front load washer and dryer last year....I love them, but I have stories...

[25BAR]

What A Story! What A Story!
the power of Twitter!
And the Internet presence of Whirlpool. And their customer care!
What A Story!
Almost too good to be true!

[Lex (@laprimera)]

I have to admit I thought this was an april fool's joke at first. because of the dooce similarity.