The complaint has been investigated and
resolved to the customer's satisfaction

Resolved Whirlpool — product malfunction for 2 years that started less than 2 months after install

On 2/6/16, I purchased 3 brand new Kitchenaid appliances at Best Buy. I purchased a Dishwasher, Range, and Microwave. Install was 2/18/16 where we were told that neither of the cords we were sold could be used (Range cord and Dishwasher Kit), so my existing cords were used for the Dishwasher and the Range. There was also burnt plastic on the Range that had to be cleaned off. When trying to return the unused cords, we had to get approvals and overrides that took an extensive amount of time. The part numbers on my receipt didn't match the part numbers on the packages because they were pulled incorrectly by the Warehouse. This was just the beginning of my journey with Whirlpool.

In April 2016 I noticed that the dishes just weren't clean. The inside of the drum looked dirty. Food remained on the silverware and dishes and they would rarely be dry. Service was requested and 4/22/16 a technician came from Guinco. He proceeded to tell me that I needed to use Affresh cleaner and Jet Dry. He gave me a couple samples of Affresh and sold me more for $17.21. I used all the products he said and followed his directions. I used one of the Affresh samples he gave me prior to his second arrival. When he returned on 5/9/16 I was not there, but he told my boyfriend that I was a liar because I wasn't using the products he told me to and that there was nothing wrong with my machine. He didn't remember he gave me samples and since I hadn't opened the new package he sold me, he assumed I wasn't doing what he said. So he left after not doing anything and calling me a liar.
In May, 2016 I called in and requested a different service provider as my dishes were still dirty, but now error code F6E9 was on my Range too. On 5/31/16 Appliance Rescue Service came. I told him what the Guinco technician had said and done and the products he said I needed to use. So now this technician tested my hot water heater temperature and we adjusted it to 130 degrees as he didn't think the water was hot enough to dissolve all the soap which is where the residue was coming from. He also said Affresh was a waste of money and to get Dishwasher Magic. Of course, he had some and sold it to me for $6.95. He did concur that I needed to use a Rinse Aid and that I needed to prime the water before running the dishwasher. He also ordered a replacement motherboard for my range. He finished on 6/10/16. Photos were taken June 14, 22 and 25 and all show continued dirty dishes.

I spoke with Whirlpool again on 6/16/16 to get someone else out to check the dishwasher. I asked for the early window so I didn't have to be too late for work. So the company, Accent gave me a window from 11-1 that did not work with my schedule so I called to reschedule. I was told during that call (6/23/16) that my products would not be exchanged, only repaired. I asked to speak with a supervisor who proceeded to tell me that I wasn't using the right soap in my dishwasher and that I must have bad water. On 6/24/16 I scheduled a water analysis that yielded the following: Water 12, PH 7, Chlorine 1 and TDS was 290. So basically all my numbers were good.

Between June-September 2016 I called again with the Range error code, dirty dishes and now the rubber piece from inside the soap dispenser was coming out. The man who came didn't leave any paperwork or a business card so I don't know anything about him or that company. But he fixed the rubber piece and replaced the Range motherboard again.

Quite honestly I just didn't have any more fight in me so I just decided to pull out my range from the wall, unplug it and push it back when the error code appears and I wash all my dishes before I put them in the dishwasher. But now my dishwasher won't drain and the water is just sitting in the tub.

My dishwasher went over to Product Review and I have been offered a different model machine that is valuing less than what I originally paid for mine, with a $215 Participation Fee. Really?? As Customer Service, I would be embarrassed to ask for a penny from a customer who went through what I did in 1 year.

In my counter offer to Whirlpool, I said I would take the replacement and pay $100 instead of $215 and I asked for an extended warranty to be included. I was told that I could put the saved $100 toward the warranty on my own.

I truly believe that people failed at their jobs which kept me from getting a Product Review before the first year ended. While I appreciate the gesture they have proposed, it is insulting. Am I really expected to pay anything after all that I have been through? I just made my last payment to Best Buy. It has been so difficult to continue paying for appliances that I know are defective.

What I would like…..
Dishwasher KDTE334GPS
No Participation Fee
2 year extended warranty
Haul away old dishwasher

The above would prevent me from putting many negative reviews on all avenues of Social Media detailing ALL of my awful experiences with Whirlpool, Kitchenaid, and Best Buy for the past 2 years. I have a lot of free time and will make getting the news out my mission.

I have until March 5 to give the Product Review team my answer on whether I will be accepting their offer. Hopefully, I will hear from someone prior to that. Thank you for reviewing my complaint fairly.