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From: Message Author
Date: Friday, 16-Dec-05 15:21:27 CST

Business Info

Maytag and Maytag's extended warranty company Dependability Plus

October 15, 2005 - called Maytag to request service. They still had our old washer & dryer information so I gave them the new info (purchased 7/03). "Janet" input the incorrect purchase date (7/05) for the dryer, so when she offered the extended warranty for future service the incorrect information was transferred to the warranty. After spending $200 on a service call in October, on 11/18/05, the dryer quit! I was passed back & forth between regular service & extended service because the incorrect purchase date caused it to (supposedly) be covered under the "new" dryer warranty. Both places refused to fix the dryer, each saying the other company was responsible for the repairs! I called an independent Maytag repair shop, the guy came out and told me the motor needed to be replaced & he could do it that day for $250. I decided to wait for Maytag to straighten out the purchase date, which I figured would be a couple of days.

When I finally got a superviser to open a temporary claim (pending receipt of my proof of purchase to show the dryer was actually 2 years old) I was told there was a 30-day waiting period before I could use my extended warranty and would have to wait until 12/1/05 for service. When I called on 11/30/05 to set up the service call I was told they hadn't received the letter I sent with the copy of my purchase receipt. The supervisor (Amy) and the scheduler (Ron) PROMISED to call me as soon as I received it. But, just like the previous 5 people I had spoken to about it, they failed to keep their promise.

I fixed the fax system on my computer, faxed them a copy of my receipt and - TADA! - they finally fixed my purchase date. They would have the repair person call me withing 48 hours to set up service. At 47 hours and 45 minutes, I finally got a call and service was set for 3 days later.

This whole ordeal took from 11/18 until 12/15 to fix. I am disabled;a recent widow (my husband died 9/11/05) with 3 sons at home, used to doing 3 loads of clothes daily! I had to take my washed clothes to the laundromat to dry for 4 weeks. And all this after spending $200 on repairs and an additional $140 for the extended warranty.

The worst part is: nobody from Maytag or Dependability Plus kept their promises nor did they ever care to say "I'm sorry for the inconvenience." And, the date mixup was THEIR FAULT from the beginning!