Whirlpool Freezers / WC Woods
Submitted by daveferg on Wed, 12/02/2009 - 4:23pm.
Hi all - I guess I just wanted to post somewhere my experience with Whirlpool and maybe someone in the biz can recommend a course of action. My Whirlpool freezer (just out of warranty in August 2009) went up, As a courtesy, Whirlpool offered to fix the unit. After sending a technician out 4 times with one missed appointment, Whirlpool (after much reluctance) said they'd replace the unit agreeing to it in mid-September 2009. The tech replaced the compressor and coil, but still the 20.1 cf unit won't cool.
Since Sept. 2009, Whirlpool has made any number of promises and ultimately many reasons why such promises were broken on why they haven't replaced freezer. They finally agreed to ship freezer by 10/31/2009. In fact, I got a call from Whirlpool's 'Executive Office' in early November asking me how I was enjoying my new freezer and offering to register it over the phone. One small problem: the freezer was never delivered!
Finally things went higher up the food chain until I reached someone who told me of the real problem: Whirlpool has no inventory of chest/upright freezers as their sole supplier of such units, WC Wood, is bankrupt and under court order to liquidate. I asked for replacement cost + delivery and disposal fees and was told Whirlpool's legal counsel is nixing such arrangements currently as it could open up Whirlpool to a flood of payments if they paid me out - essentially I was told I'd be setting a precedent for any future claimants.
So now I am stuck. No freezer. Whirlpool has no ability to get product and won't pay out for a replacement unit at this time as the lawyers are still hashing this out (despite the fact they said I'd have a unit no later than 10/31). By Christmas, it will be a full four months without the unit. Am considering a suit to force their hand.
Wondering if anyone else is in a similiar situation as me as I was told by Whirlpool I am not alone. There has to be a growing number of people who are without a warranty remedy and Whirlpool is not offering up anything beside a "wait and see approach".
Thanks for listening...it's been very frustrating to get this resolved.
THIS IS SPAM: That sounds like a horrible
That sounds like a horrible breakdown in communication on Whirlpool's side. I had a similar customer service issue once with a manufacturer - now I just buy appliances (like my daughter's mini fridge for the dorm room) from a major retailer so I have their warranty plus the manufacturer - that way I have someone else to go after if my appliances go awry.
NOTE FROM ADVISOR:
THIS IS SPAM. SORRY WE DID NOT CATCH THIS EARLIER.
WE WOULD HAVE DELETED THE WHOLE THING, BUT SINCE YOU RESPONDED ALREADY, JUST THE SALES LINK (at the word "mini fridge") HAS BEEN REMOVED, AND THE AUTHOR BLOCKED.
THE GOAL OF SPAM LIKE THIS IS TO INCREASE THE NUMBER OF LINK BACKS TO A PARTICULAR WEBSITE BY BALLOT STUFFING FORUMS ACROSS THE INTERNET. THE MORE LINKS, THE HIGHER THE GOOGLE SEARCH RESULT.
You know, most commenting
You know, most commenting systems (WordPress, Blogger, etc.) gives the option of including a website link with comments - if someone takes the time to read the post and make a thoughtful comment (which I did) then they are allowed a link back to their website. If you are going to mark everything as spam, save people's time and disable the Allowed HTML tags: <a> so they know it is not allowed in the first place. All of these blog systems that allow it and then act all high and mighty because they don't want "spam" are full of it. You leave it in there to attract what you consider spam comments, remove the link, but then keep the comment because it boosts your numbers. So win win for you, bugger to everyone else. Great system!
Really, We don't use the word "bugger" nearly enough.
There are two errors.
1) We allow links so that forum-ites can link web information which supports their comment or argument, and it's been used that way without incident for as long as we had the feature, until just a few months ago. We then started to receive automatic spam registrations and spam comments, at which point we shut down the automatic registration process, changing to a manual approval until we could get some sort registration protection back in there. You see we never had any problems with anyone who regularly used the site.
2) Are you saying that you are the individual TerryM, who left the above comment?
If Terry M is you, and you were simply referring back to your own site, you should note:
-You lied in your registration: You indicated you were a consumer, when evidently you are a dealer.
-You lied in your comment: You indicated that your daughter bought a fridge from some major retailer, when in fact you were just attempting to "stuff the Google ballot". The link to this particular dealer was COMPLETELY un-necessary to the comment.
-You were generally weaselly in your actions:
You linked but did not name the retailer......when a name without link makes so much more sense.
You attempted to get the benefits of advertising without the cost. Doesn't seem fair to those who played with the rules.
Your comment in and of itself was not completely awful, but the structure of your comment and the link convinced me, as you now admit, that your goal was the link not the comment.
We hope that you are able to participate in the future, but staying within the boundaries of our common sense rules.
How is it that you know
How is it that you know I'm a dealer if I link to something? I could have linked to mini-fridges from (ADVISOR: LINKS REMOVED) Amazon, Sears, Overstock, or any other dealer - does this make it more acceptable, even if it's not the place I bought from. Oddly enough, consumers can drop links to! I drop links all the time in comments to recommend companies / websites I or my family buy from. They don't have to be "my websites" for me to link to them. I keep them relevant - it's not like I dropped a link to a real estate company. It becomes relevant to this post because this consumer was treated like crap - which is why they may need references for somewhere else to shop.
And whatever my motive, I still came here and made a valuable comment on your post, which gives your post additional value.
And let's drop this common sense "rules." They are your rules, however you see fit, and I can comply with that. But if it was common sense, then it wouldn't be allowed to happen anywhere on the web, and it is - all over the place. Rules aren't supposed to be ambiguous for me to come here and guess "oh, I wonder if this is allowed or not" - rules should be clearly stated, otherwise they can't be broken. Maybe try a comment policy - sites that do not allow certain kinds of links usually implicitly state so.
I am of the opinion ...
... that one only attempts to obscure one's identity if he/she wishes to hide behind a laptop while espousing to know and understand things which might be inconsistent with one knowledge base !!!
I belong and contribute to a portal which requires registration and allows a posting of a public Profile ... when I come across someone who makes statements without a Profile, I call them out on it, because without know who is posting, the post is nothing more than " ... a noisy gong or clanging cymbal ..."
That portal also allows the contributors to label a post as "offensive" for the Administrator to review and possibly delete !!!
Um... I'm confused. How
Um... I'm confused. How is it that not having a profile somehow leads to the theory that someone wouldn't know or understand things that is inconsistent with their knowledge base? How much experience does one have to have to have experience with buying appliances? I don't have to sell cars to know how to buy one.
Yes, you most certainly are ...
... quite confused ... and making light of the point being made !!!
No, you do not need to sell appliances to understand that which the retail public is allowed to know ... but even if you consulted the oh so many "enlightened" consumer reviews, you would not understand the other nuances of the Appliance Industry !!!
You, sir or madam, need to understand the plethora of good, solid, and valid opinions are expressed here, and more-often-than-not are backed by eons of experience that maybe only Advisor truly appreciates ...
I would hope that you, like me, would appreciate the contributions which consistently appear here ... a portal without which the Appliance Industry would be the worst for without !!!
Here' s How I Think I Know
Your Question: "How is it that you know I'm a dealer if I link to something?"
Our Answer: You said: "if someone takes the time to read the post and make a thoughtful comment (which I did) then they are allowed a link back to their website."
Your Comment: "And whatever my motive, I still came here and made a valuable comment on your post, which gives your post additional value."
Our Response: We don't pay for comments.
Your Comment: "But if it was common sense, then it wouldn't be allowed to happen anywhere on the web, and it is - all over the place."
Our Response: Yes it's all over the place. It's a constant battle. And not a winning battle. There are many also fighting folks such as yourself who are not willing to do the actual work of brand building but instead want to slip secret Google messages past the goalie.
Here are some examples of others fighting the good fight.
THAT GUY at a party
This guy reminds me of the friend of a friend of a friend at a party. Everybody wants him to leave and yet he keeps telling them why they are wrong.
I STILL don't see how
I STILL don't see how dropping a link makes me a dealer. I have dropped links to websites since I learned how to do HTML over 10 years ago. Here, you don't even need that skill with the handy little link button. Plus one link doesn't even really constitute as spam. The first comment on this blog post is what I consider spam. Or this one. Or in this forum. Those are fine examples of spam.
Really, now ...
... your diatribe gives me cause to wonder, and recall those applicable words from Shakespeare ...
"The Lady(Man) doth protest too much, methinks !!!"
Not a duck, you say?
Maybe you are that one guy who walks like a duck, talks like a duck, but isn't a duck. Fine. If it's an ad we will delete it. If it's not an ad, but uses a link who's only purpose is selling, we will delete the link.
Advisor, You Have My ...
... permission and agreement to delete my comment and remove this SPAM ... it is more important to delete such confabulation than to preserve a friendly comment from me !!!
... and ...
... a window to throw them thru ???
Just remember that if that 'fridge does not "fire-up", the local dealer will probably be willing to give you a loaner, where the "major retailer" will give you the phone ### of factory service when you " ... go after ..." them !!!
Finally - Situation Resolved!!
Filed case in small claims court on December 22 seeking payment for the $899 unit Whirpool offered me in mid-October (but couldn't provide due to WC Woods), $75 delivery fee, $75 disposal fee for old unit, state sales tax, and $200 for ruined food + $40 fees for filing case in court. All told, about $1,350. About two weeks after I file, Whirlpool calls me and offers to buy back my freezer for what I paid for it ($699 at Lowe's). I inform them this is not acceptable as this offer is less than what was promised in October and now two more months have passed. No matter, that's the offer on the table. Then I inform the rep from Whirlpool of pending litigation. Well that certainly changed things! Apparently Whirlpool had not yet been served my paperwork so they asked me to fax my court filings over. In this I had a signed and dated letter from Whirlpool offering to replace freezer, a six-page chronicle of events dating from August 2009 to the present, an itemized accounting of the damages I was seeking, a copy of the certified letter I sent to Whirlpool's Chairman on November 5, 2009 (to which I never got a response), and various articles attesting WC woods financial woes. Within two days, I get a call from a Whirlpool attorney wanting to settle the matter. They offered me a tad over $1,300 which I accepted in return for dismissing my suit (they did send me a release as well which will be returned once I get the check and it clears the bank).
Funny thing is the attorney stated I should have sued Woods since she said it was Wood's product and not Whirlpools - but they were willing to settle I presume to get rid of me. I had heard this spiel before and dismissed it since the freezer has a Whirlpool emblem on it and in my mind although Woods is the manufacturer, it is a Whirlpool branded product and they should stand behind it.
On another note, I will be purchasing my new freezer from an independent dealer and not a big box since it was on the advice of a local dealer that I sought warranty remedy even though the product was just a feww weeks out of warranty. The dealer said companies will sometimes extend warranty privileges as a courtesy when a product fails a short time after warranty expiry. He said it wouldn't hurt to try.
I never imagined the near five-month odyssey I would have with repair companies, courts, and Whirlpool, but I am sure glad I took his advice. I owe him a sale - and it won't be Whirlpool...or Maytag since Whirlpool has their brand too. Maybe Frigidaire...I don't know yet.
Congrats and Thank Your Lucky Stars
Finally! Congrats, Dave.
I know it seemed like a long process from your perspective, but I've dealt with a couple situations like this before in my store, and you made out well. Your lawyer was right: you do not want your day in court for this because the judge would just look at these facts, not what little plastic emblem happens to be stuck on the outside with a little glue (usually a little crooked - which I hate.)
#1 The product was out of warrantee. “Case dismissed.” Your story should have ended 5 months ago.
#2 The defendant (Whirlpool Corp.) did not manufacture, sell, or distribute the product in question. “Case dismissed.”
#3 The company that did manufacture, sell, and distribute the product (W.C. Wood) is now bankrupt, so you can try standing in line with their other creditors.
I’m glad to hear everything got settled for you, because you were strung along a while, and W.C. Wood should have just said “no” initially and ended this when it started. I think they were trying to be nice, but then it just made everything messy with them going out of business. However, legally you were in a pretty poor position, and Whirlpool Corp., after taking a couple months to set up their new freezer business, fixed a problem that W.C. Wood created. I’m not sure why you’re still upset at them.
I sell both Frigidaire and Whirlpool freezers, and recommend the latter. Haier is also decent in the low-end range. You’ll usually pay a bit less for Frigidaire, but people call me all the time with broke down Frigidaire units and the bad service. It’s like their other products (fridges, ranges, etc.) where they go for the “I don’t care how long it lasts, give it to me cheap” customers. They’ll usually last through the warrantee period but not much after that. Since Whirlpool bought the factory, I’m thinking the quality will be about the same at first; we’ll see. I can’t order freezers from them yet.
Again, congrats and happy shopping. If you happen to be in or around the Orlando area, give us a call at 407-275-1800, and we’ll help you find a good replacement (-: Ask for Aaron.
Take Care,
Aaron
Congratulations on taking down the giant
That is fantastic news. Justice was done.
Now the question is why would Whirlpool choose to follow the path of most resistance for a product that seems obviously their responsibility?
Seems kind of dopey.
Update - Dec 17
Contacted Whirlpool Exec Office on 12/17 as they had said something might be occurring by Dec 15. Yes - they did buy the Woods freezer operation. No - they still don't have an answer as to what they can do for me or others seking warranty remedies. Since early October, it's always a wait and see approach. Now four months in and no end in sight. I am just supposed to wait for a call back when further devlopments occur and they are in a position to take care of customers like me. When that will happen is really anyone's guess, apparently even Whirlpool's. More later....probably much later.
On the bright side...........
Dave,
With any luck you live in the northern tier and can go months without a freezer.
We never heard back from Whirlpool.....and we hate to be aggressively ignored. The bums.
Keep us in the loop.
Dealer's responsability
I am not sure if the same laws apply in the US , but we have received a communiqué from our buying group ( Eastern Canada ) letting us know that by law the dealer was responsible for all the Woods/ Whirlpool freezers and all fridges warranties ( Parts & Labor. ) It might be a good idea for you to contact the store where you bought the freezer. They might be able to help you , at least with the replacement of a new freezer of a different brand. Obviously if you bought said freezer in a big box store don't expect that kind of service, but if it was purchased through an independant retailer you might want to give it a try .Good Luck .. Keep us posted
Our suggestion
We suggest that you wait 2 weeks and see if there's still a problem.
Quite possibly Whirlpool will have had a chance to solve your problem, or formulate a strategy to solve your problem.
Stuck Between a Rock and a Hard Place ...
Dave, I feel for you ... the best advice I think I can offer would be to check into whatever consumer advocacy your state might offer be way of an organization, state bureau, or official consumer advocate to intercede on your behalf ...
Please keep us abreast of how you make out ... we all would be interested !!!
Update on Freezer
Spoke to the executive office again on Thursday 12/3. Said I should wait until 12/15/2009 and they should have a plan of action by then. This is their last chance before I file suit for replacement cost of freezer plus the food that has been ruined (gave some of it to a local food bank). Will update with future developments.
Remediation Options ...
Dave, I think the fact that you have been given a date of 12/15, you may have a reasonable chance @ some remediation ... I would have asked the person you spoke to for something in writing, even if it were an e-mail ... having a company representative who made even a veiled representation to you is a valuable piece of information to have ...
I believe that Whirlpool, having put all their eggs in one basket, has a fiduciary responsibility to their customers to make them whole for a product they put their name on ... regardless of the condition of their supplier !!!
If you felt the need to take a legal route, then I'd do it only "Pro Se" as you will quickly run up a tab with an attorney far in excess of the value of the freezer ...
I had one of those problem GE Bottom Drawer Freezers, which they replaced a few years ago by cutting me a deal, but they were good enough to ask if I lost anything substantial from my freezer as a result of their malfunctioning freezer ... I always thought that was pretty "big" of them !!!
I hope you got a receipt from the Food Bank for your taxes ... then document the rest with a trip to your local grocery store with a notepad ... keeping a good audit trail of information is your best advantage ...
Good Luck, Mate !!!
Update on Freezer II
Whirlpool was caught in a fix with the sudden closure of Woods, so have some sympathy for their position. Leaving you temporarily high and dry is just the cost of trying to figure out what the heck they are going to do. Whirlpool had contracted their entire freezer business to WC Woods, including manufacturing, stocking, shipping, and we believe servicing.
I know nothing for sure, and have not spoken to Whirlpool, but my suggestion is that you pull back on concerns about lawyers and lawsuits for awhile.
Sympathy only goes so far
Thanks for all the replies and suggestions. Bottom line: still no movement. I don't see why they can't just cut a check as a goodwill gesture given the length of time without the unit (4 months) and endless promises. I have a typed six-page chronology dating from late August. Maybe I can post it on my personal; webspace if anyone's interested. I have tried to remain calm and objective, but you just get the sense you're being stonewalled. I also bought the freezer from Lowe's who told me to pound sand; that the problem needed to be addressed by Whirlpool. I see on the web that Whirlpool has purchased the Ottawa Canada portion of WC Woods as of 12/14/2009 give or take a day. I would have had more sympathy for Whirlpool had they been more upfront with me about the Woods sitaution, but I got strung along for months and through my own research discovered the plight of the Whirlpool / Woods situation. IMO though, Whirlpool had at least some knowledge of this sometime in advance as internet news articles indicated trouble with Woods during the summer but they never shared the situation with me. Had they said "our sole supplier of freezers appears to be facing serious questions as to continuing as a going concern" I would have been more understanding. Instead, they presented as obstinate without revealing these key facts. I am distrustful of a company that is not upfront with its customers. Whirlpool was also caught without a backup plan. BTW Whirlpool uses A & E Factory service and Metro Factory Service for warranty fulfillment (at least that's what was offered up to me). They sent Metro which missed two appointments.I will be contacting Whirlpool Exec Office tomorrow (12/17/2009) for the promised update on 12/15/2009. Will post back. Thanks again to all.
The end of sympathy
We have sent reference of your complaint to our contact at Whirlpool, in hopes of some explanation of the plan going forward.
We'll let you know what we hear.
With their freezer supplier
With their freezer supplier (W.C Woods) in liquidation it makes sense that Whirlpool does not have the means to replace your freezer. I’m guessing that they told to you wait till 12/15 because they probably made an offer to purchase at least a portion of that company and they will know by then. PS. Food loss is not covered by warranty. I make sure to mention this to my customers.
Food Loss
Check with your homeowner's insurance agent. Many homeowner policies provide $ 500 food loss protection without charging a deductible. You'll have to itemize the content of the freezer to justify the $ 500 claim, but wouldn't need to provide proof of purchase.