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Jenn Air Double Convect Wall Ovens / poor service - ordering parts

1 United States

4945 Monument Road
Philadelphia, PA 19131
[protected] (cell)

March 19, 2008

Sam Kirchner
Director, Extended Service Plans
MAYTAG Program Ams (Accent)
400 Missouri Avenue, Suite 107
Jeffersonville, IN 47130

Model # WW27430B
Serial # 13285911UH
Certificate # AM0098356487
Customer # [protected]

Dear Director:

I placed a call to Maytag Dependability Plus on Monday, December 17, 2007, to have my Jenn Air convect double wall ovens serviced. A customer service rep provided me with a service date of Wednesday, January 9, 2008 (Reference # 2327732) from Quaker Repair Service. I was to be more than 3 WEEKS without an oven!

When Quaker Repair Service came out on January 9, the service rep stated that both oven elements, the top glass door seal, and the top glass door would need to be replaced. The clock also needed repair because it only showed military time. A part on the top of the oven that was broken upon delivery also needed to be replaced. The service rep said he would submit the request for all of the parts immediately, but he did not anticipate receipt of the parts for another 3 to 4 weeks. At that point, I was looking at 7 WEEKS without an oven!

On Tuesday, February 5, I received a voice mail from Maytag Dependability’s customer service rep Liz asking if I could provide a receipt of purchase (which I do not have) and also the name of the vendor where I purchased the Jenn Air convect double wall ovens (Dolands in King of Prussia, PA, which is out of business). Liz also stated in her message that she realized that I purchased the double wall ovens some years ago, but that providing information on the purchase would be helpful. Because Liz did not leave a forwarding number (only a fax #), I wrote a letter containing what information I had. Liz called again a week later with an explanation that Maytag was waiting for authorization because it was noted on my file that the Jenn Air convect double wall ovens were valued at $269.00. Is it possible that any Jenn Air oven would cost $269.00? Liz further stated that it was the company’s error and that she was able to get authorization to value the ovens at a cost of $2, 169.00. Liz said she would immediately put the service request through to Quaker Repair to order the parts. By then, 8 weeks without an oven!

On Friday, March 14, I spoke with a customer service rep asking why I have not heard from Quaker Repair Service and also to find out if, in fact, the parts were ever ordered for my wall ovens. The customer service rep had me hold while she called Quaker Repair Service to find out the status. When she returned, she stated that Quaker Repair Service had not received authorization to order the parts from Maytag for the wall ovens. More than 12 weeks had passed without an oven! Again I placed a call on March 23rd to Maytag Dependability Plus only to be informed that the parts were still not on order!

Words cannot express how disappointed I am in the customer service provided by Maytag. I have continuously paid in full for a service contract with your company. To receive this kind of terrible service is inexcusable.

At this point, I feel that I should be compensated immediately in full for the total price of my Jenn Air convect double wall ovens. When can I expect receipt of a check in the amount of $2, 169.00?

Feel free to call me any time day or evening on my cell at [protected]. I would greatly appreciate hearing from you in a timely manner about this matter.


Cheryl Jackson

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