Jenn-Air / Pathetic American company
Here is a letter I sent earlier this year about my crappy Jenn-Air mixer. I got zero response from these jokers at Whirlpool/Maytag/Jenn-Air. Never, never again will I buy any product from this pathetic American company, which makes Whirlpool, Maytag, Jenn-Air, Amana, Kitchen Aid products. It's unfortunate when American companies seem to go out of their way to alienate their customers, driving them to buy overseas products.
April 6, 2007
Jeff M. Fettig
Chairman and Chief Executive Officer
2000 N M-63
Benton Harbor, MI 49022
David L. Swift
Whirlpool North America
200 N M-63
Benton Harbor, MI 49022
Re: Notice of breach of warranty
Dear Messrs. Fettig and Swift,
My Jenn-Air mixer permanently stopped working, and I have not received satisfactory resolution from your company. Quite frankly, we have been given the run-around from Jenn-Air/Maytag/Whirlpool. Each time we talk to your representatives, we are given a different story about what we need to do and how to get reimbursed for this machine, which quit on me less then one year after I received it as a gift. My husband and I expected reimbursement weeks ago, but your company has not made good on its defective product. You are in breach of the product's warranty, a copy of which I have enclosed.
You are also in breach of the reimbursement offer we received from your company in March.
Here is my story:
For Mothers Day 2006, my husband bought me a Jenn-Air mixer. (Please see copy of receipt, enclosed.) In March, less than one year later, the machine inexplicably quit on us, never to work again. My husband called the local retailer, expecting that the broken mixer would be fixed or replaced. Simple, right? Little did we know.
My husband was told the mixer is on recall, that they're not being manufactured anymore and that we can't get an exchange. He then called your Jenn-Air customer service and they confirmed that there have been problems with the machine. Your company offered to reimburse us the full purchase price in exchange for us faxing the purchase receipt to Jenn-Air/Maytag. My husband accepted this offer and was directed to fax a copy of the receipt to them (fax # [protected]). He was told that upon receipt of the faxed receipt, a check would be forthcoming. Vann's, the store in Helena where my husband bought the mixer, agreed to fax the receipt for us.
A month later, we had not received the reimbursement check and I called to follow up. My follow-up phone call occurred on April 3, 2007. At that time, I was given no information about the status of the reimbursement check, only the vague information that the file (whatever that is) had to be forwarded to Benton Harbor for processing. The customer service rep explained that the terms of the reimbursement offer had changed but didn't provide any details. I stated that we had fulfilled the terms of the offer and that we should receive a reimbursement check, pursuant to the terms of the reimbursement offer. She assured me not to worry and that I will be getting a call within 24 to 48 hours. I asked for confirmation that we would be getting our money back, as promised. She gave me vague assurances that the company would honor its promise.
On April 5, 2007, I received a telephone message from Whirlpool and was told that we needed to fax the receipt (again), this time to a different fax number. Apparently, the file in its entirety was not transferred. Once again, we called Vann's and for the second time they kindly faxed the receipt. Then Kathryn, your customer service rep, informed me that the terms had indeed changed96 Whirlpool now was offering to replace the mixer with a Kitchen Aid mixer or refund the money, but only if we sent back the power cord to the Jenn-Air mixer.
At this point, I was thoroughly peeved. Why weren't we told this when my husband called the first time? Why didn't Whirlpool/Maytag/Jenn-Air call to inform us of this change? It was only after I took the initiative to call that I receive this information. How long would it have been before your company had the courtesy to call us and inform us of the status of this matter?
Here's why in particular I was peeved:
First, I have already replaced the Jenn-Air mixer with a Kitchen Aid mixer, at a price much higher than the $199.99 we paid for the Jenn-Air. We had expected to receive the reimbursement check, so we went ahead and splurged on a Kitchen Aid, figuring we'd put the $199.99 toward it as soon as we received the check. To date, no check. Had I known you were offering replacement with a Kitchen Aid mixer, I would have opted for that and not bought my own.
Second, we were never told that we'd have to take the trouble to send back the power cord at our own expense and hassle. I balked at that. This demand is contrary to the warranty. Plus, why should I be inconvenienced, all because we made the unfortunate decision to purchase a Jenn-Air mixer? I asked whether Whirlpool/Maytag/Jenn-Air would be sending me a pre-paid mail envelope in which to send back the power cord? Answer: No. Then, I offered to return the power cord to Vann's, the local retailer.
I have enclosed a copy of the warranty information I received with the mixer. Please note that it explicitly states: Jenn-Air will arrange for it to be returned free of charge.
The same should hold for the power cord. I refuse to be inconvenienced by having to send you the power cord, especially since this is a change from the terms of the offer made in March.
Then I spoke with a supervisor. I again asked about the pre-paid mail envelope for the power cord. Nope. How about if I drop the cord off at Vann's? Nope. I persisted in questioning why the company was not fulfilling the terms of its reimbursement offer. Your supervisor had the nerve to say, There is nothing to verify that that's what you were told in March when you first called. Later, when I again stated the terms of the reimbursement offer, she said, 'That's just hearsay.' Now you're calling me a liar! Not good Ñ?ustomer service.
Apparently, you want the power cord to ensure that our machine can't be used, perhaps because you think we're lying about the fact that it's broken. If you don't believe us, I suggest you go to any product review website (Epinions, Overstock, etc.) and you will find many others who have experienced the very same problem with this mixer.
It wouldn't tick me off so much about sending the power cord back if only we had been told that the first time we called. Same with the offer to replace with the Kitchen Aid. We dug deep to pay for the new Kitchen Aid and now, one month later, you unhelpfully offer to send me a new Kitchen Aid. The fact is, every time we called, the story changed, the promises changed. Next, I expect you're going to tell me I have to package the entire machine and send it back to you, at my cost!!
Here's some advice: Get your story straight, live up to the promises you make to your customer, keep your customer informed (especially when you've sold them a defective product), honor your product's warranty, and don't call your customer a liar.
Consumer confidence is an intangible asset for which any company, small or large, should strive to acquire and maintain. When your industry is facing intense competition, particularly from overseas companies (LG, Bosch), I would expect a lot better from an American company. My confidence quotient in your companies is an absolute low and would think twice or three times before purchasing any of your products. Perhaps you can restore some semblance of confidence in me about your products and your company.
Now, may I please have my money back?
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