New Maytag washer, a lemon....Maytag not helping.

Posted Thu September 15, 2011 11:42 am, by Elise E. written to Maytag Corporation

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We bought the top of the line - commercial technology - Maytag washer & dryer on Sears.com May 28, 2011. We purchased a Maytag because we have always watched the advertisements about "Maytag repairmen not having anything to do"....so accordingly we bought the commercial quality line. Specifically our washer is model # MHW7000XG0 Serial # C05050117. Our washer had some hiccups all along, ignored....thinking "no big deal" such as cycle ending & there still being water in barrel, as in clothes soaking in water that hasn't drained. Recently it started a cycle appeared to start, door locked and then you hear it starting on a drain cycle. Meanwhile detergent is running down & into front seal instead of machine because water has not began to flow out. Then about 5 minutes later water starts to flow...so I trust that its working & go about my day. When I first had a service man out a week ago he decided it was a faulty lock, because machine wasn't locking the wash cycle never started. I waited a week for part to come in & repairman to come back out. He came out yesterday. I have to tell you I was estactic....I have a new top of the line Maytag & 3 children but have had to take my clothes to Laundromat for one week. So, he comes, he replaces part and leaves. I start a load of clothes immediately at 11:30 AM EST and leave for work. I return home after work, kids, swim practice, golf practice, haircuts - the works - get home 8:45 PM and the washer is still spinning around slowly in the drain/end cycle. That's NINE hours my washer has been going. It smells like burnt rubber (well obviously) in my laundry room. The washer was not fixed. I try to go online to Maytag (this isn't the first time) and the online request doesn't work. Call on phone, directed through all these voice activated questions to hear Maytag is closed -please go online (well, that doesn't work). Finally call this morning and they are sending out the same company tomorrow. I am soooo upset. I am sitting at laundromat right this minute typing this, while my kids are at school & I should be at work, because I own a Maytag set that I paid a total of $3,085.89 for that I cannot use. The Maytag repair man, which incidentally IS NOT a Maytag repairman (so disappointed & misled in that as well) has now racked up $206.23 in repair from yesterday, unsure what the previous amount is...but my point is how much will Maytag continue to pay these people before they replace my washer? I need it, I bought it, splurged on the best, because I need it....its not furniture! So someone else is coming out tomorrow, second opinion & they are instructed to call tech support while there. My issue is....there is lemon juice on this machine & it will continue to peel. I cannot believe I waited all these years, coveted people who had them, to buy a Maytag & have had the worst experience money can buy at the expense of my family, work & friends.

Replace my washer with a new one, same color to match my dryer, if same color isn't available - same machine different color but replace dryer to match. NOW. This is so insane I am having to go through this.

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Sears Cares by SearsCares Posted Sat September 17, 2011 @ 12:59 PM To Elise E., I'm so sorry that your new washer failed so soon. I see that you purchased the washer and dryer from Sears.com but have you called Sears regarding the repair? We would certainly like to help you with this as it is partially our responsibility having sold the machines to you. My name is James and I’m part of the Sears Cares Escalations team. We do value you as a customer and would like to see how we can help resolve your issue. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the machines were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the following screen name (Elise E.) for reference to your issue, and we do look forward to talking to you soon. Thank you, James H. Social Media Moderator Sears Social Media Support Reply reply to James H Sears by Elise B. Posted Fri September 23, 2011 @ 8:57 AM James, I have called Maytag directly for all repairs. They sent someone out on Monday, Sept 19th to repair the machine for the 3rd time and it is still not working. When he left the tech seemed satisfied with work he preformed...problem was I was unable with work etc to even start a load until Wednesday night, Sept 21. The washer is still doing the same thing, spinning slowly, like a fluff, while it is "sensing" not knowing to washer....a cycle doesn't start - it did this one time for 9 hours straight. I have no idea what my next power bill will reflect after this. I called yesterday for repair today but the "regular" Maytag repair line now cannot help me, I have to go through the "executive" department and I cannot reach anyone there. So after dinner last night I had to load up my childrens school uniforms & clothes and take them somewhere else to wash. This is sooooo ridiculous. I cannot believe I am out of a washing machine. Reply