Maytag Wide by Side Refrigerator/Freezer

My refrigerator/freezer began making noises several months ago. Upon contacting a representative and also reviewing my manual, I was told that these sounds were “Normal”. During the past two months I noticed that my freezer wasn’t working as well and that frost was forming in it. I read the manual and found that during summer months it may react this way during hot humid weather. I didn’t touch the controls, but the problem became better for a few days, and then the problem returned sporadically. Then I noticed that my refrigerator began freezing my vegetables in the drawers. I threw away my onions, lettuce, tomatoes, and carrots and everything seemed fine. Again, this was during the summer months so I reread the manual and felt that the temperature needed adjusting as explained in the manual. It appeared that every problem I’ve encountered and then researched in the manual is “Normal”. Since I’m a very patient and trusting person, I tried to resolve these problems using the manuals suggestions; I contacted a Maytag telephone representative once throughout this period.

About ten days ago my appliance ceased to operate, leaving me without refrigeration. I’ve visited the Maytag website several times, called their toll-free service repair number several times, and have also contacted two of their authorized repairmen for service, and still have a non-useable refrigerator. This has been such a frustrating six months!!

I spoke with one of their representatives, who was very friendly and understanding, but was unable to be of assistance, and she too couldn’t locate a repairman. Since this was purchased at Home Depot, other appliance stores won’t service this product. If I had known of this problem, I certainly wouldn’t have made this purchase. My understanding was that if I needed service, I was to call their toll-free number and they would provide the maintenance through an authorized person; but, upon calling one of their representatives, it was up to me to locate a serviceman with their help, and then I was responsible for setting up the appointment for service. Well, here I am, ten days later, and still no service!

This problem, which began several months ago (I have many witnesses to prove my situation), has grown into a serious matter. I am requesting that they contact me as soon as possible concerning this matter, as I am contemplating receiving legal service from my local consumer rights group within the next few days. I don’t enjoy this route, but I have used it successfully in the past.

I am requesting for them to arrange a service repairman to complete the necessary work which will be covered by the one-year warranty.

So far I’ve run up against a brick wall!! When will they listen?

Stay far away from Maytag products, especially if you value service after the sale.

I just received a return e-mail from them which I have posted below. I don’t think they even “read” their mail, and they certainly didn’t answer my concerns!!

Original Message Follows:

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PRODUCT INFORMATION

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Type of appliance: Refrigerator

Model number: MZD2665HES

Date of Installation: 07/15/2005

SERVICE QUESTION

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Question:I don't know the exact date which this was installed, but I

have referred to the occupancy inspection which is dated 7/14/05, as

this is a new residence. I called several months ago with concerns

about the noises it was making and was told they were "normal". Well,

the noises continued, and the refrigeration became too cold at times,

and then too warm at times; the freezer became frosty at times, and then seemed to defrost itself within a day. I'm not pleased with the service from your Maytag service - both telephone representatives, owner's

manual (whereas every possible sound it makes is "normal"), or your

authorized service representatives. I've been trying to get service for over a week!! I've called your service line and the two service

technicians in this area (one of them being 70 miles away!) and am still without refrigeration after a week!!

I'm now ready to begin legal procedings for consumer rights, as the

weird sounds that my refrigerator has been making for several months

have been ignored (which has an effect on my warranty), and the lack of

timely service.

Please contact me as soon as possible, as I really need some

refrigeration.

Thank you for your consideration.

Deborah Cookson

NOTICE: This Whirlpool Corporation e-mail message (including any file attachment) is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged and/or confidential. If you are not the intended recipient, any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify the sender immediately by reply e-mail or a collect telephone call and delete or destroy all copies of this message and any file attachment. Thank you!

-----Original Message-----

From: Customer Service at Maytag.com [ mailto:Email User]

Sent: Wednesday, August 16, 2006 12:11 PM

To: Deborah Cookson

Subject: Re: Online Service Support

Hello,

Thank you for visiting our Maytag.com customer service page. We

appreciate your interest in our products and service.

Due to the concerns for energy conservation many refrigeration

manufacturers have switched to smaller, more energy efficient

compressors. The new compressors will cycle 65% more than the older

model compressors but for a shorter periods of time, which results in

using less energy to maintain cooling temperatures.

Noise from a refrigerator can be the result of different variables. The defrost system will cause a distinctive sound such as, when ice melts

water droplets fall onto the defrost heater and make a sizzling noise.

You may notice additional motor and control sounds which are used to

provide the improved performance for larger capacity. If your kitchen

is not carpeted, it may help to place a small square of carpeting under

the refrigerator to absorb some of the sounds.

Other possible causes:

Fan operation, required for normal air flow.

Cabinet vibration, confirm the unit is level.

A sizzling sound, caused by the defrost system.

Popping or cracking sounds, may be heard as metal parts expand and

contract.

Bubbling or gurgling sounds, such as water boiling results when the

refrigerant boils off as it circulates.

Buzzing, sound of water valve.

Running water, ice tray fills.

Rattling, ice cubes falling into bin.

Clicking, can sometimes be heard as the defrost timer begins and ends

the defrost cycle.

If these descriptions do not describe the type of noise you are

experiencing, you may need to contact a Maytag authorized service

technician to inspect the unit.

If you have additional questions or comments, please do not hesitate to

contact us.

Thank you.

Patricia

Received Date: 8/15/06

Completion Date: 8/16/06

Hi,

Thanks for responding. Yes, these noises do sound familiar - but they are "NORMAL" according to this letter, your manual, and your representative which I contacted several months ago. But, why isn't my refrigerator cooling? I think it is a result of ignoring all of the above noises (which I was told to do), and not getting repair service in a timely fashion (it's been 10 days since I've had a cool refrigerator!) This service is unacceptable!! I've spoken to several Maytag representatives again today, and my day has been consumed with dealing with the Maytag Company. What a waste of my time!!

This response to my letter was so far off!! I can't believe what I'm being sent!! Please reread my letter!!

Thanks, Deborah Cookson

Comment On This

Did you ever receive any resolution? My six year old wide by side is no longer keeping cool, and I've had the noise problems you have had as well. Just curious as to your outcome.

Thank you.

Kim

North Texas