Maytag Washer & Dryer Complaints - Maytag Neptune washer may cause serious injury or death

766 days ago by Scott [send email]

My name is Scott Baclawski and I am what I would consider a loyal Maytag customer. In 1991 I purchase my first Maytag washer and dryer. They are still going and my wife and I decided to keep the pair and move them to our second home while we upgraded to the Neptune washer and dryer in our primary home. This was last October. We also purchased the pedestals for both units as the elevated load height seemed convenient. Unfortunately, within a few days we learned of a problem with the washing machine.

The torque produced by the spin cycle of the machine caused it to ‘walk’. We at first thought this was a load problem but adjustment proved ineffective. I also adjusted the machine’s feet assuring that the machine was level. Both attempts were ineffectual. On two occasions the machine walked to the point of dislodging the drain hose from the stand-pipe causing flooding in the laundry room as well as my basement below.

I contacted my local Maytag repairmen, Allstar Maytag in Waterbury, and worked via them to find a solution to the walking problem. After months of going back and forth, and after the installation of the sandpaper pads to the rubber feet with no change, I had to utilize a curtain rod to hold the machine in place which as you can imagine caused quite a racket.

Yesterday Allstar returned and we removed the machine as well as the dryer from the pedestals. It was determined by Allstar that this was the only recourse to rectify the walking problem. I called the Maytag service line, 800-688-9900, spoke to a representative and explained my problem. I have two pedestals, which I paid $149.99 each for, that I cannot use. After I was told that there was nothing they could do for me and I became insistent, my information was recorded and was given another number to call, 800-544-2538. I was informed there that this problem was documented, my information was recorded again and I was told a ‘board’ would be shipped to me to fix the walking problem. I informed the representative that I wanted to seek reimbursement for the pedestals as I did not want to re-stall them fearing further problems. I was told that the previous number I called could offer assistance in this regard. I called back and proceeded to get what I will generously refer to as the run-around. My call, which lasted the better part of an hour was switched to a supervisor who informed that I needed to contact the seller of the units, in this case Bernie’s of Waterbury, CT. I told the supervisor that I did not expect Bernie’s to do anything. They are not the manufacturer and I am sure they would only refer me back to Maytag. She, the supervisor, told me to hold as she contacted Bernie’s. After several minutes on hold she came back on the line to refer me back to the 800-544-2538 number as they were responsible for these matters. I told her what I had been told, twice by the representative at that number, to call the 800-688-9900 number.

After all of this my level of frustration and disgust with the whole process was beyond describable. I told the supervisor that if there was nothing that could be done and I was stuck with the pedestals to tell me so. She would not. I told her and I will pass along to you as well, I purchased the top of the line models because I do not like dealing with after-the-fact problems. I want and expect high end products to perform as advertised. Had I been told that the pedestals could cause the washing machine to walk during spin cycles, especially on tile floors, I would have passed on them and saved myself $300.

I don’t know what, if anything, you can do but I wanted you to know, Mr. Hakes, that as CEO of Maytag your customer service department leaves a lot to be desired. I felt and believed that Maytag stood behind their products. This whole episode is leading me to believe otherwise.

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Maytag Washer & Dryer Complaints - Maytag Neptune washer may cause serious injury or death

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