Maytag Neptune Washer / Dryer combo - slow repair, poor service

Complaints.com received the following e-message on January 5, 2002:

From: Email User

Maytag Neptune Washer / Dryer combo - slow repair, poor service

Sent To: Email User I purchased a brand new Maytag Neptune eries Washer/Dryer combo in August 2001. In the 1st week of December 2001, the washing machine failed with a code of "Lr" on the display.

The service company was immediately contacted and a service order was opened. Instead of coming out to my house to properly

inspect and diagnose the problem, the repair technician informed me that based on the description of the problem he knew exactly what the problem was and that he would order the part and it would arrive in a week.

10 days later when the repair technician finally got over here to do the repairs, it turned out that the problem was not what he thought and that there were other parts that were defective and would need to be replaced. As of Jan 4th, these parts are still on backorder, there is no estimated delivery date of the parts, and I do not have a functional washing machine.

Your customer service personnel have done absolutely nothing to assist with my problem. I have been promised on more than one occasion that I would at least receive a courtesy call the following day with a status update on this and not once have you done this.

I have always had to call back 2-3 days later to see what the status is only to be told that because the holiday season is so busy...the part still hasn't come in yet. I find it hard to believe that the holiday season has anything to do with this unless there is some statistical data proving this.

As a consumer who spent over $1500 to buy what is supposedly the best washing machine available and to be without use of my machine for over a month, I find this unacceptable. It is costing my family over $25 each week to bring our clothes to a laundromat up the street, not to mention the inconvenience. All because this washing machine that I paid $1000 for is broken.

I have mentioned this fact to their customer service department who graciously offered to give me a $10 gift certificate towards my next Maytag purchase. That is the most insulting offer I have ever received...to be offered $10 compensation for $100 in loss and in a form of payment that I can't use.

I suggested other ways to help resolve this issue, such as a loaner washer or an exchange, but was told that you will do nothing to help make this matter better.