Maytag neptune Sears - July 1st 2003 Washer indicates error "Speed indication error" Washer quits

Maytag neptune Sears - July 1st 2003 Washer indicates error "Speed indication error" Washer quits

Maytag neptune Sears

I purchased my Maytag Neptune in December 2000 for almost 2000 Canadian dollars, everything worked great until just over FOUR weeks ago and I still have no washer! July 1st 2003 Washer indicates error "Speed indication error" Washer quits. I call Maytag and they say "Where did you purchase your machine?" I say "Sears." They give me the number for Sears. Call Sears and they tell me a repairman (private contractor) will call me in the morning with a time. Waited until just after noon, no call. Get home and Sears has called at 4:30 PM and left message they will send someone out in one week July 9th. Apparently the repairman only comes to our town once a week (Wednesdays)

July 9th Repairman phones, gets directions (we live 26 km out of town), shows up. For some reason Sears tells him the machine is brand new (don't know what difference that makes?). Anyway he comes in, looks at the washer and tells me that he doesn't have the book so he has no codes to find out what is wrong from the error. Yet he tries to fix it, he also informs me that "When I was mucking around back there at one time I switched the hoses and the hot/cold was backwards." I tell him "No, it's always been backwards and when Maytag phoned me when I first bought the machine I let them know that." I thought maybe the H/C plate was put on upside down but apparently you are supposed to read it leaning over the computer top....but I just always hooked the hoses up so hot was hot and cold was cold. Repairman works on washer for over an hour and says he will have to come back, he tells me he will "probably" be back before Wednesday and if not it will be Wednesday for sure but he will phone. I tell him to switch the hoses back the way they were, he says that since I'm not using the machine he will do that next week.

July 16 No word from repairman until I finally leave the house (of course). He phones twice and leaves one message at 12:52 PM. Hi this is Ben the Sears Technician, I will phone you tomorrow morning.

July 17 No call from repairman. I call Sears and tell them to have repairman call me. No call.

July 18 No call from repairman. I email Maytag to find out what "Speed indication error" means. They reply with an email:

Hello Kansas,

Thank you for your interest in our product brands We value our consumers and welcome the opportunity to assist you.The speed indication error indicates a possible failure with the drive motor system or the door latch assembly. I would recommend havin an authorized technician to properly diagnose the unit. If you have further questions or comments, please e-mail or contact our Consumer Service Department at the toll-free number listed below.

Sincerely,

Angie

Maytag Canada Customer Service

Monday - Friday 8:00 a.m. - 8:00 p.m. Eastern Time

Web Site: www.maytag.ca

E-mail: Email User

Ph: 1-800-688-2002

Received Date: 7/18/03

Completion Date: 7/18/03

Original Message Follows:

Type of appliance: Washer

Model number: MAH7500AWW

Serial number: 10804895yy

Date of Installation: 12/21/2000 SERVICE QUESTION

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Question:Since July 1st when I try to run my washer an error comes up and says "Speed indication error" Can you explain what the problem is? I'm going crazy without my washer! I call Sears and speak to a gentleman who then transfers me to a supervisor, he says he will email the store where I purchased my machine and see what the problem is. I told them Maytag has replied with an email and now the supervisor is asking me about what Maytag thinks the problem is. In the meantime I start calling the 1800 numbers to find out just how long a "reasonable amount of time" is to fix an appliance when you have extended warranty, apparently no one at Sears can tell me that. One women suggests I call Sears to see if I can get a loaner but I will have to drive 2 1/2 hours to pick it up if they approve that. I call Sears, the store where I actually purchased the machine so now it's a long distance call for me and speak to the "routing clerk" for our area, her and I actually get into an argument because she says the repairman was coming out to my house and because I didn't answer the phone he didn't come. I tell her that he leaves a message saying he will PHONE the next morning and to me it did not sound like he was coming out. She then tells me because my machine is so advanced the repairman needs to speak to the head technician at Sears to find out what the problem is (so what was he going to come out and have coffee with me the day before??) So in the end the routing clerk tells me repairman will come out. July 21st Call Sears store to confirm repairman is coming this week. Told repairman still has not spoke to head technician and she will call me with any changes but I am booked for Wednesday. Head technician calls me and asks for serial and model number, apparently he cannot get in touch with repairman to get the info and it hasn't been recorded on the repair records. July 22nd Call Sears store, parts have been ordered for my machine. Parts come from Toronto they have been sent and will be in Wednesday morning. July 23rd Repairman calls and informs me he is waiting for my part to show up, he will wait a "bit longer" and then drive over (it's a two hour drive for him to our town and then 20 minutes to my house), if there is any changes he will call me. No more calls and repairman doesn't show up. July 24th I call Sears store and routing clerk says "Oh hasn't he shown up yet?" I say "No,"and am surprised the repairman is going to be here on a Thursday. She says he called her about an hour or so ago and he is in our area,, he has to go to catalogue centre, after that repair a fridge then out to my house, I'm told to wait for his call. Lo and behold repairman drives in my yard (without calling) about 15 minutes later. He hauls in a huge box and takes off for my bathroom. He replaces circuit board because of "total power failure and a burned out circuit board." I'm thinking "hey if my washer is going to quit everytime we have a power failure I'm in big trouble." He sort of indicates it's not the wiring in my house but probably the washer itself. Well after all this the washer still displays "Speed indication error" and fails to work. Repairman calls Sears and has them return call to my house, who ever he spoke to can't believe he didn't replace the computer and also says they have been having problems with faulty circuit boards. We have to order the parts again including the computer. Repairman says to call Sears Home Central and complain.

He will order parts which will probably be in Monday and will try to get back here on Wednesday. We also have a go-around about the past week, he says he called me on the 23rd and told me he was not coming because he was not going to wait around any longer for the part, I told him no he said he was waiting for parts and would call if it didn't come in but then failed to call. I told him that between waiting for calls and visits I was a prisoner in my own home!! My Mom happens to be visiting and she (being a diehard Sears extended warranty customer) says (and very loudly at that) that I should have a NEW washer!! Repairman says he can't authorize that but will put in the suggestion. After repairman leaves I go check washer, he has left it filled with water, can you imagine the smell a few days later if I didn't catch that?? The washer is able to drain and I did show that to the repairman on one of his last visits because he couldn't figure it out. July 30 Waiting for call and/or repairman to show up. Finally phone Sears store and the first women has no idea what I'm talking about. She asks for my phone number and the first thing from her lips are "Oh my." She rattles off a whole list of parts and then says they are waiting on a back ordered part from the 22nd. I say to her that is odd because the repairman was here on the 24th. She then tells me to hold so she can find Delores and ask about the part....I tell her no she can call me back (heck I've spend enough in long distance charges!!) Delores calls me back (this is the original routing clerk I've been dealing with) she tells me that she has faxed papers to Burnaby and they will phone me. I don't understand....she says that Sears is going to "buy me out" because one of the parts for the washer (motor?? I think) is on back order and they can't get it locally and it won't be in until at least the 20th. I say "The 20th of AUGUST??" She says yes. That would be close to two months with no washer!!! I say I will take the buy out. I ask a few questions, which some she can't answer; how much, the pro-rating, when will they call? She says if Burnaby hasn't called by Tuesday August 5th I'm to call the Sears store again. I get the name and extension number of whom I'm supposed to speak to, thank you, goodbye! Summary: It's been 4 weeks and two days with no washer. I have a 7 week old baby, a 5 year old preschooler, a 19 year old daughter and a blue collar working husband. I am also nursing my new baby. We live on a large cattle ranch 26 km out of town and the weather has been extremely hot, well over a 100 degrees Fahrenheit, and we are renovating our house! Could you ask for a better time for a washing machine to break down!!!??? My nerves are so shot that what was so easy nursing my second child has been extremely frustrating with my new baby and I'm having to supplement with formula.

The drive to my mother in laws house to do laundry and spend the day (last week I was there from 9:15 AM until just after 5:00 PM) and that's to wash only, I've been bringing home the wet clothes to my dryer and running it for the rest of the night in my 100 degree house has been awful! Does Sears care? Obviously not, I am thankful for the buy out but that depends on how much it is....will it be enough to buy a new washer? It's obvious I will not buy the Maytag Neptune so I will have a mis-matched set as I do have the Neptune dryer but since we are adding a laundry room I guess I will be the only one to see that. I've also lost a month on my extended warranty or will Sears reimburse me for that? I've also been told that Sears will probably credit my account yet I paid cash for the washer but I'll have to wait until I hear from Burnaby to confirm that. Well I don't know if this is a stupid move or not but I've been looking at the Kenmore Elite front load washer, anyone have problems with that one?? If you read this far thanks and.....I'm off to do laundry at my mother in laws!!! UPDATE: I did receive a buyout, they gave me a full refund minus $300.00. I ordered the Kemore but am not too impressed with it, but what the heck it works! I do not like having a mismatched set and hope someday to buy the matching dryer (although by that time it will probably be discontinued). Sears would not replace my dryer because they really don't care if my set does not match, even though it took me forever to save enough for my matching Neptunes!

I'm doing this update just over a year after everything started, mainly because I just couldn't deal with all the crap from Sears anymore and had to put everything on hold. The final straw was when a customer service rep phoned and asked me if I would like to renew my extended warranty for my Neptune!

So after I told him a few things (trying to keep my patience) he gave me two free months on my newly purchased Kenmore, yup that's all I got from Sears, two free months warranty. After all the stress, hassle, long distance phone calls (on my bill) and I even had to give up nursing my newborn, not enough time and energy when one has to pack around laundry for a family of five. Although Sears did send me two new Kenmores when I ordered them, (apparently a mix-up) but I had to send one back, darn I thought I was going to get my laundry done twice as fast :) LOL Mrs.. Kansas A

Kansas A

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