I purchased a Maytag Neptune Washer in July 2005. I purchased the extended warranty via NSI. Shortly thereafter, Whirlpool purchased Maytag. In early January of 2008, I got the error message "LR" which apparently means that the washer's motor is not running. I called NSI and they dispatched A&E. It is now 2/19/08. A&E has been out multiple times, approximately 8 or so. They have also missed two service calls that they scheduled (one of which the repair man said he set me up for, but apparently never did).
Whirlpool evidently gave them the wrong part numbers, or series numbers twice, so parts had to be sent back twice. The circuit board has been replaced, the water pump has been replaced, and the wiring has been replaced. No one seems to know what exactly is wrong with this machine. No one seems to be able to get it up and running. When the service man left today, he told me he was ordering a bunch of new parts, including the circuit board and wiring - WHICH WERE JUST REPLACED ON THE LAST VISIT!!! He claims that he has never seen so many problems with one machine. He also states that Whirlpool must declare it unrepairable. He has no idea what is wrong with it or what can be done to fix it.
I called NSI and A&E. Under the NSI warranty's lemon provision four issues entitle you to a new machine. According to NSI, however, this means THREE COMPLETED REPAIRS. In other words, although under anyone's definition this machine should be a lemon, as long as A &E NEVER succeeds in getting it up and running, its all still the same repair - all this stuff only counts as one reapair. Essentially, what they seem to be contending is that they can rebuild the machine over 6, 8, 10, 12, 18, 24 months and, as long as it's NEVER fixed, its not a lemon, it's just one ongong repair. They just get to keep sending A&E out, and I just get to keep taking time off of work. Interesting, no?
NSI says that it's a lemon under these circumstances if the A&E repair person deems it unrepairable. The A&E person states that Whirlpool must so state.
I will NEVER purchase an NSI extended warranty again. I will also never purchase a Whirlpool product again. For those of you who feel the same, BE CAREFUL....Whirlpool makes a number of different products under different manufactuer's names. I understand that GE and Frigidaire make their own products. I will give those companies a chance before I ever buy anything serviced by Whirlpool again.