Whirlpool Calypso Washing Machine | A & E Service - WORST EVER!!!!

This is difficult for me to write, as I’m sitting here drowning in tears. I’ll do my best to explain.

We purchased a Whirlpool Calypso washing machine in May 2002. This machine retailed in the $1,100 range. The past couple of years, we were notified of a class action lawsuit against Whirlpool concerning this particular machine. We, however, had not had any problems, until last Thursday, December 28th, 2006. In the middle of a load of whites, the machine started making a loud buzzing sound and when we opened the lid to check on things, it appeared that water was no longer pumping through the cycle as it should be doing.

I had to transfer the laundry, dripping wet, to my next-door neighbor’s house where she graciously allowed me to run it again through her washer. When I pulled the laundry out of my washer for the trip next-door, I noticed it was covered in brown goopy chunks of something mysterious. Fortunately, it came out in the wash at my neighbor’s house.

So, my husband and I were immediately thinking, “Wow! Good thing we bought that extended warranty!” We called the number on the contract. That led us to a menu of options that got us nowhere except another number to call. That number got us nowhere, either. So we called a third number and were able to transfer over to A & E Service. The lady there was very happy to take my info and schedule a service call…until I explained that the machine was under a 5-year extended service warranty. She suddenly put on the brakes and told me I’d have to call Whirlpool to get the service call made under the extended warranty program. I told her I’d already called a few numbers and she assured me the number she gave me would go straight to the people at Whirlpool that would schedule the service call. We’re thinking we’re finally getting somewhere at this point.

My husband took over the calling at this time. Around 4 or so phone numbers later, I hear him upstairs arguing with some guy on speakerphone that he’d already called several phone numbers and that he had been given the current number as THE NUMBER to call to schedule the appointment. The guy did everything he could to get rid of my husband but finally asked for the contract number, date, etc. He finally scheduled the service call with one of their providers, A & E Service. Hey, I had just called them! The service call was scheduled for yesterday, Wednesday, January 3, 2007. No timeframe was given as to when we could expect the service guy so I stayed home all day from a day of training classes at my new job that I just started…not a good way to start a new job. My husband gave the guy my cell number as the contact number for the call.

I got a call from my husband not long after 1 pm yesterday. He said he had just got a message on his cell phone from the service tech who had called and left a message saying that our scheduled time was between 10 am and 1 pm…that’s the first we’d heard of a timeframe. He said he had a second message from the A & E call center stating that the service tech couldn’t get ahold of anyone and that our service call would have to be rescheduled. I immediately called the service tech and talked to him between 1:30 pm and 1:35 pm. His name is Danny and I had his cell number…407.252.9782…from his call to my husband’s cell phone. Remember, my husband had given A & E MY CELL NUMBER as the contact number, but they had twice called my husband’s cell phone. Danny assured me when I talked to him that he was just running late and would still be out between 2 pm and 3 pm, 3:30 pm probably at the latest. I asked him if he’d like to write down my phone number so he would have the correct number to call this time instead of calling my husband’s cell number. He said as long as I was going to be at home, he didn’t need to call me again. I assured him that I was home and would never miss this appointment because we have four adults living in this house who haven’t been able to do laundry in a week and we were fairly desperate at that point.

My husband called me again after 4 pm and asked if anyone had been out yet. Once I realized the time, I called Danny again but got his voicemail. So I called A & E again to ask what was going on ‘cause I couldn’t get ahold of Danny. I was told that we had been removed from the schedule because the tech had logged in a message at 1:39 pm stating that OUR PHONE HAD BEEN DISCONNECTED so he couldn’t reach anyone. Remember, I had just talked to him between 1:30 pm and 1:35 pm. My cell number has not been disconnected at any time and I’ve had this same number for around 3 years.

The service tech, April, that I talked to around 4:15 pm was helpful but kept putting me on hold. She finally came back and told me that we had been put on another tech’s route, Cyprian Thompson…she spelled the name for me…but we would be his last stop of the day. At that point, I didn’t care as long as the washer was fixed by the end of the day. I asked if I could have Mr. Thompson’s cell number so I could call and check in with him but she said they didn’t give out tech cell numbers. She said she would ask Cyprian to call me ASAP and let me know about when he would be here.

I called A & E again somewhere around 7 pm. I was assured we were still on Mr. Thompson’s route for the day. I explained that he was supposed to call me but I hadn’t heard from him yet. I was too upset to get the A & E Service rep’s name this call.

At around 8:30 pm, we still hadn’t received a phone call from the tech or A & E. So I called them again. I got a guy this time…also too upset to get his name. He was cold as an arctic night and was not the least bit concerned about our situation. He stated that Cyprian Thompson’s calls had been closed for the day. NO ONE BOTHERED TO CALL AND TELL US THIS. I told this guy I was filing a complaint today with the BBB and wherever else I could file a complaint. I told him we were also definitely going to join the class action lawsuit against Whirlpool and spread the word to as many people as possible about the hell we had been put through and that A & E was also responsible. His response indicated that he could care less. I asked to speak to a supervisor and he said a manager would have to call me first thing this morning if I so requested and I SO REQUESTED! This is also the first I learned that the call center is in Texas and we live here in Florida. It’s set up so you can’t go knock on any doors and demand your rights under your service agreement and let them know you expect them to honor their scheduled service call.

So, 9 am came and went this morning and I had received no calls from A & E or anyone else regarding this situation. So I immediately called and talked with customer service rep Helen. I think she said their call center was #106, but I’m not sure if I understood her correctly. She confirmed that my request to speak with a manager had been logged in last night so I asked why no one had called me first thing as I had been told to expect. She then stated that managers don’t call back till after 24 to 48 hours after receiving the request to speak to them ‘cause they need time to review the call log. NO ONE TOLD ME THAT LAST NIGHT! So I asked her if we’re supposed to just sit around waiting for a manager to call while the laundry continues to pile up and she said there wasn’t anything more they (A & E) could do. She also said the call log indicated that the tech had logged in a message at 1:39 pm stating that our phone number had been disconnected. I told her that HE LIED and SHOULD BE FIRED. She said our dispute is with Whirlpool and not with them and I told her I know how this works ‘cause you see it in the news every day how consumers get ripped off on warranty agreements, especially extended warranty service. Whirlpool probably hopes we’ll just go out and buy another machine and just let the extended warranty expire in June. Based on my calls to A & E Service, I got the very strong impression that the company feels no responsibility at all for customers.

So, then the tears began and I finally started surfing the net on my quest to get the word out. I hope you will post this message on your web site. Word needs to be spread like wildfire to warn others about buying Whirlpool products and dealing with A & E Service. None of the four adults in our home will EVER buy another Whirlpool product and will warn everyone of this situation. It’s amazing what kind of hell people can put you through and don’t feel a twinge of compassion or responsibility for what they do to you, no matter the extent of the hardship and inconvenience to your life.

One thing I’ve learned from this experience that I think is great advice: Buy used, refurbished or the cheapest appliances you can find and when they break down, just buy another one. Nothing is built to last anymore. My grandfather has a very, very old fridge that has outlasted many new ones in my experience. That’s the game the manufacturers play, but I’ve got to tell you, you’ll be back in business doing laundry much sooner and with much less heartache and time if you just buy cheap, replace it and move on. DON’T THROW AWAY YOUR MONEY ON THE EXPENSIVE “GOOD” STUFF OR ON EXTENDED WARRANTIES! I should also contact Appliance Direct in Orlando and complain to them…they sold us the extended warranty. They need to stop selling that BS to customers!

Sincerely,

Lisa Butler

St. Cloud, FL

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antevocalicA&E is the worst. I have a 3 year old Jenn - Air range. I called Jenn-Air to order the part. They informed me the part was covered for 5 years and I shoudl get a service appt. They steered me to A&E. I knew what was wrong as I diagnosed the probelm myself but if the part was free and under warranty I would go for that. I did not know they were going to charge me $75 for a visit and was unaware fo the cost of the part. They got a check for $75.00 when they arrived. I told him what was wrong and he spent 15 minutes at the house. He ordered a part I didn't even need because he could not find the right part on his schematic. Once the part came and was wrong, I contacted A&E to get my $75.00 back and they told me tough luck and that it is non refunable. I researched the part further( which I should have done ealier) and found the relay I needed was readily available on line and the cost was $2.56... that's right 2 bucks! They got my money and kept it for a misdiagnosis and ordering the wrong part!! Pretty good deal... for them!

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I feel you I've been thru 4 occassions with 2 washing machines and 2 fridges.....finally I drew the line and told the people with G.E. in my case that if they were thinking of giving me the circle jerk think again cause im willing to take this to whomever will listen including news media ,lawyer,BBB, you always seem to get ahold of people with an I dont give a crap attitude...the worst has been A&E and Turner on the repair end...and G.E. and Maytag on the appliance end in my cases.Its everything and more as far as the consumer abuse they put you thru. I can personally tell you I had a great experience with LG on a fridge I had just bought back and the first call to them they Lemmoned it out and gave me a new one and apoligized over and over for what we went thru. G.E.just bought back our clothes washer and delivered a new one today the old was a Maytag but we warrantied it thru a 4 year G.E. plan ...they wasnt gonna make good until I flat out told them dont think about jerking me around this isnt my first rodeo with this crap... Good luck with your agonizing experience.

Sincerely ,Bill

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I know what your talking about. Our washer was just close to being 4years old & it just stopped working. Had A&E out & they checked it out & told me that it was the ETC Board that needed replaced & that there was no type of warrenty to cover it. They wanted to charge me $321. ($148 for part)to fix it & my husband said no way. So we paid the repair person $60. just for coming out & later found out that the part was suppose to be covered under warrenty & that we shouldn't have had to pay any thing but we did. After replacing the ETC board like they said was the problem my washer still doesn't work cause now it won't drain right. It floods the floor instead & then doesn't completely drain befor it shuts itself off & beeps & shows some sort of code.

So expensive washers are NOT the type to buy. It was great at first cause it was so big inside that I could put my comforter in it w/no problems but no its just a hassle to try & get it back to working right.

Aggrivated here in Oregon