Maytag Neptune Washing Machine - purchased from Sears in 2000 - discovered burning smell in Sept., 2003 - machine not cycling - apparant motor problems - separate mold, mildew problems

# 6 for September 25, 2003

Complaints.com received the following on September 24, 2003:

From:

RE: Maytag Neptune Washing Machine - purchased from Sears in 2000 - discovered burning smell in Sept., 2003 - machine not cycling - apparant motor problems - separate mold, mildew problems Below is a letter I am mailing and faxing the to CEO of Maytag. If necessary I can modify to fit your format. Thanks!

Sarah Landon

Email User

*****************************

September 24, 2003 Douglas McDonough

Sarah Landon

Baltimore, MD 21214

Ralph F. Hake

Chairman and CEO

Maytag Corporation

403 W. 4th St. N.

Newton, IA 50208 Dear Mr. Hake, I am writing to let you know how dissatisfied we are with our Maytag Neptune washing machine. We chose this machine three years ago because of its energy and water saving features and because it has the reputation for saving on the wear and tear to clothing caused by traditional home washing machines. We bought our washer at Sear’s in August 2000 but immediately after the purchase we noticed water pooling under the machine. The water only appeared occasionally usually after heavy usage of the machine so we did not call for service. The machine has worked fairly well until this month.

A few of our complaints since owning the machine include:

1. The machine did not clean heavily soiled clothes even when we used the pre-wash and stain cycle features – at best the stains were faded but not removed.

2. We have had a recurring mold and mildew problem that were particularly bad during the warmer summer months. On September 7, 2003 I was washing clothes and detected a burning smell near the washer. I then discovered that the washer did not advance and cannot advance past the wash cycle. I called Maytag customer service the next day and was told that my machine needed the mold and mildew repair package. What?? – We were never notified that there was a mold and mildew repair kit or that this was a ‘global’ problem with this product. It appears that this is a big enough problem that Maytag is covering both the parts and service to replace the parts causing the mildew problem. Unfortunately, I was told this kit might not fix the motor problem. The customer service agent placed an order for the mildew repair kit and stated that I would get an automated call when the parts were in so I could schedule a service call. She said that would take about 2 weeks.

When I called the today to find out when they might be calling (I was afraid I’d missed the call due to a power outage we suffered due to Hurricane Isabel), I was told that the parts were on back order and would not be in until after October 1, 2003! She also noted that the washer ‘not cycling’ is unrelated to the mildew kit and that she could schedule a service call for that repair now. I would have to wait for the replacement kit to come off a back order and then schedule yet another service call to replace that part. Now I am adding up the costs I am incurring because my relatively new washer does not work. To date, I have spent $60.00 to clean my clothes at a Laundromat and I will spend an additional $30.00 this weekend and $30.00 - $40.00 each week that my machine is broken. I will have to pay for one service call for the motor part as it may or may not be covered under the warranty which I am assuming will be $100.00 – 200.00 or more, and I will have to take at least 2 days off from work to get this machine fixed properly or wait an indefinite amount of time to have everything fixed in one service call.

My conservative estimate of the cost (if I wait and take one day off rather than two) is more than $400.00. This is equivalent to the cost of a decent brand new top-loading machine! Furthermore, I will have a broken washing machine for more than one month! At this point I have a service call (the more expensive option), scheduled for next Thursday, October 2, 2003. I have done research on the Internet and discovered literally hundreds of postings from dissatisfied Maytag Neptune customers. Each and every one I’ve read to date details problems similar to mine and many of these folks still had problems after the initial repairs. Hindsight is 20-20 and I will never purchase another appliance without thoroughly researching its performance record. What can the Maytag Company do for us to help us resolve the problems we are having? Right now, I feel that spending any more money on this washing machine will amount to throwing away money and I frankly I can’t afford that unless I feel confident that I will have a working washing machine for at least 10 more years. Please advise me on how to best resolve this situation. Sincerely, Sarah Landon and Doug McDonough Cc: WBAL-TV Consumer Alert Team

www.Complaints.com

Sarah Landon

Baltimore, MD 21217

Comment On This

I have had the same mold problem for quite a while- and now I have water coming out of the bottom of the machine. In addition, I too have to start the machine every now and them when it stops mid cycle.

I was told today by Maytag that there was a recall and because I did not get into the class action suit (I was not made aware of one)- I would have to pay for the repairs myself??? A product deficiency they are aware is not the consumers fault, but the fault of the manufacturer and the consumer has to pay???

I am contacting the Comsumer Product Safety Commission and also the Attorney General's office for the State of Maryland.