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Maytag review: Refrigerator MSC21C6MFZ00 Ice Maker 4

T
Author of the review
11:33 am EDT
Verified customer This complaint was posted by a verified customer. Learn more
Review updated:
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First my ice maker stopped delivering ice. I had a service person out who did a nearly impossible task of splicing the wiring harness to get it working again. Shortly thereafter, the unit stopped making ice. The second service person was unable to fix this broken wire on the harness. Both techs stated that this is a known design flaw and the second tech recommended I contact Maytag. The only solution is to REPLACE THE ENTIRE DOOR. In what world does one design a refrigerator that the only way to repair an ice maker is to replace the entire freezer door? That the action of opening and closing the freezer door contributes to the wires breaking?

I placed an unsatisfactory call to Maytag. They wanted me to pay for a 3rd service call to a factory authorized repairer to re-verify the problem that two service techs had verified. The repairs had been made and attempted by a respected family long-time-owned "we repair what we sell" business. I was told by the Maytag service rep that this was not a known issue, or it would be listed in their system when they put the refrigerator model number in. I was offered 15% off a new appliance (buying a new frig because the ice maker doesn't work?) So, I decided to do some internet research and found this complaint board with numerous people complaining about the same issue. Maytag, I do think this is a known issue, a design flaw!

Desired outcome: I would like the freezer door to be replaced by Maytag.

Update by Terri Albright
Sep 20, 2023 1:57 pm EDT

My ice maker stopped delivering ice, so I had a service tech come look at the frig. He found a wire from the ice maker wiring harness had snapped. He miraculously was able to splice this wire. However, a couple weeks later, the ice maker stopped making ice. I had another service call. This time there was nothing that can be done to fix it except to REPLACE THE FREEZER DOOR. I was instructed to contact Maytag as this is a known design flaw. In what world should an ice maker repair involve replacing the entire door?! The service reps also stated that opening the freezer door is basically what causes the wires to fail.

I did contact Maytag and found the response unsatisfactory. I was offered 15% off another appliance, but I'm not going to replace an entire frig because of an ice maker malfunction. I was told that this was not a known issue, and that I'd have to pay for another (now my third) service call from a factory authorized repairer, with no path to resolution. My two evaluations had been done by a well-respected, family-owned business that repairs what they sell.

After this phone call, I did some online searching of this issue. There have been numerous postings about this exact same issue, also stating that this is very much a known design flow. Numerous complaints have been filed for this ice maker problem, a broken wire harness that can't be repaired: instead, a new freezer door is needed. Sorry Maytag, but this is definitely a known design flow.

Come on Maytag! Make this right.

P.S. I had filed a complaint earlier today, but it was posted as a review.

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4 comments
M
M
Mr. Helpful
Los Angeles, US
Jan 04, 2024 4:28 am EST

Hi Terri.

One of the difficulties we're having is the lag time between your responses. You're one and a half to two months before responding to any post. This makes it nearly impossible to assist in any way that would seem satisfactory to you.

As we understand, there have only been two service calls on this unit -- a first one where the technician spliced some wires and, at least temporarily, resolved the issue. Later, when the unit stopped making ice again, a second technician stated you would need to replace the door.

You've determined that (1) this service technician must be correct and no other solution is possible; the door does need to be replaced and that any other technician is going to tell you the same. (2) Even in the face of an expensive repair, you were okay at the time of purchase to accept the warranty coverage Maytag provided with this unit. No further warranty coverage was desired.

Whereas you do not believe a different service technician will provide any different results and the unit is no longer under any form of warranty coverage, it would seem your choice is to either pay to replace said door or don't. If you don't, you accept that the unit will continue to function as is.

Again, this is a popular unit and the issue you're referring to is NOT common. If it were, and this was a design flaw, replacing the door would do little good because you'd just have the same issue again. However, thousands of customers are currently using this same model without issue. You've likely been quoted somewhere around $500 for the door plus the cost of labor/installation. This is still far less than a new fridge, therefore it's likely your best solution. If you'd rather not cover this cost, then you continue to use the unit without ice.

M
M
Mr. Helpful
Los Angeles, US
Oct 04, 2023 11:02 pm EDT

Without hearing back from you, we can assume the issue is resolved.

Thank you.

T
Author of the review
T
Terri Albright
Dover, US
Nov 14, 2023 10:08 am EST
Verified customer This comment was posted by a verified customer. Learn more

The issue has not been resolved. I expected an email notification if an answer was submitted. Glad I checked back here.

The dealer from which I purchased the refrigerator was unable to do anything further (I had 2 service calls) and suggested I contact Maytag. The only known solution is a new door. The other reviews here confirm this as well. I find the suggestion that I should spend another couple hundred dollars to get another opinion for such an expensive repair not acceptable. To me, this is "throwing more good money after bad." An acceptable solution would be providing a new door to my appliance dealer for them to install. Would you please consider this?

Thank you.

M
M
Mr. Helpful
Los Angeles, US
Nov 16, 2023 2:00 pm EST

Hi Terri.

Whereas it's been well over a month since last hearing from you, we're sure you can appreciate your issue was already closed with satisfactory results. However, we'd still like to assist if possible.

Lets begin with some basic questions: What date was the unit purchased? In addition, when contacting your Maytag retailer, did you happen to purchase additional warranty coverage for your unit? Many such retailers offer very inexpensive service programs at the time a product is purchased. This is to cover unexpected costs should something like this happen. You may not have or the length of ownership may have far surpassed any extended service. We'd just like to confirm. Finally, have you called around to find what the cost of a third-party servicer is to simply do diagnostic on the unit? Rarely would such service cost $200.

T
Author of the review
T
Terri Albright
Dover, US
Jan 03, 2024 1:32 pm EST
Verified customer This comment was posted by a verified customer. Learn more

My refrigerator was installed March of 2018. No warranty remains.

I was willing to pay to have my ice maker repaired. I was not willing to pay for a new freezer door to do so.

I do not see what value is added by having a third technician look at my refrigerator.

M
M
Mr. Helpful
Los Angeles, US
Sep 22, 2023 6:33 pm EDT

Hi Terri.

We are sure sorry to hear of your frustration.

Just because it's not said to be a known issue does not mean others have not experienced (a) similar issue(s). In fact, it would be surprising if others haven't. Realize that thousands of any one model are sold. On any particular unit, there are dozens of things that can break prematurely. This doesn't create an engineering flaw or a condition for recall.

Maytag makes some wonderful products. Your unit happens to be one of them.

Contact the retailer you purchased the unit through. Many of them offer additional service packages that would cover your difficulty.

If that isn't a good solution, it's not a bad idea to get a different opinion from a completely different servicer.

Please let us know if either of those two options doesn't do the trick.