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My husband and I purchase a Whirlpool kitchen appliance set back on 11/26/10 (Black Friday Lowe's special sale). We purchased a Refrigerator, Stove, Microwave, and dishwasher. I also purchased the LOWE's extended warranty, which isn't worth the paper or more specific the receipt its written on. Last year the drawer bin that stores your fruits and vegetables broke. The rails that hold the drawer in the slides all broke apart into little chunks. I lived with it becasue we could lift the drawer in and out. Now recently within the last 2 weeks the storage holder on the inside door for the large gallon milk size containers broke onthe side and you can't use it. I contacted both the Whirlpool CSR and the Lowe's Extended Warranty division. Lowe's scheduled a repairment with A-1 Appliance to come out. The repairman called after the repair order came to their office and said, it's COSMETIC and they wont cover the parts. The appliance was advertised to have "energy star space saving storage compartments". If you're advertise a interior feature to an appliance as a selling point, then you should stand behind the advertisement and not consider it COSMETIC. It should be a key component to the appliance. I have called both departments again and get told the parts will cost $110 + shipping. And that it is under warranty with Lowe's but not with Whirlpool and neither will cover the part. I'm very frustrated and angry that a ONCE reliable appliance manufacturer has reduced themselves to being worst than KENMORE. I spent $2, 300.00 for these appliances and they can't replace $110 parts to keep a good customer. And to have these parts break in less than 2 years shows a lack in quality in the manufacturer. The drawer should have lasted longer than 9 months, especially when then only things stored in it are vegetables. And a storage bin built for a heavy items like two gallons of milk, should be made of sturdier material to last longer than 22 months. This is ridiculous and Whirlpool has lost a non-returning customer. And one that is going to tell everyone and every website about this poor customer service and manufacturing products.
The complaint has been investigated and resolved to the customer’s satisfaction.
I purchased the same model refrigerator from Lowes in Sept 2010, and after only 2 years, the bins, shelves and drawers are cracking through normal use. I, like many, did not get the extended warranty past 1 year because the refrigerator I replaced lasted almost 10 years.
I purchased the same model refrigerator from Sears in Dec 2010, and after only 22 months, the compressor is broken and the refrigerator is worthless. I, like many, did not get the extended warranty past 1 year because the refrigerator I replaced lasted 12 years, so I figured if it only lasted half of that, I would be okay with it. I will never purchase a Whirlpool appliance again.
What happened is neither an electrical, electronic or mechanical failure. It is considered physical damage and just as with a door handle, shelf or in this case drawer/drawer rails, not covered. Customer Service-wise it stinks; but it is in your mouse print terms. Legally, you lose as a case could be made that this is consumer misuse or negligence - along with it being in the terms and conditions.
Try calling Whirlpool direct with your dissatisfaction - you may get an accommodation - but be polite.
No, these parts are NOT cosmetic, they are working parts that hold what you store in it. Cosmetic parts are parts that have a non-working function, such as the moulding around the frame of the appliance, the paint, or any fancy paneling.
File your complaint under FRAUD, because that is what this is. The companies sold you warranties and obviously have no intention of keeping any promises or finding a satisfactory solution for you...this is fraud.
You have two options-
1. report both companies to the Better Buisness Bureau. You will have to file two separate complaints, since you are dealing with two different companies.
If that does not work...
2.report them to the consumer complants organizations listed below.
http://www.consumercomplaintagency.org/
https://www.ftccomplaintassistant.gov/
If worse comes to worse, you have a third option...sue them.
I would contact a local consumer rights activist to help you with this, if this is what you end up doing.
You can also report the companies to the local tv stations that have consumer report offices.
Hope that helps you out.