Thursday, March 19, 2009

Appliances & Customer Service

Last week, Josh and I finally decided to buy a new washer and dryer. The set that we had never worked correctly. We just needed something to get by when we purchased the used washer and dryer pair from a used appliance store right before Thomas was born. I had always had trouble with the washing machine not spinning out the clothes, but the past few weeks it stopped spinning completely. Have you ever had to ring out every load of laundry? It was very time consuming and irritating - especially with towels!

I researched the brands, sizes, and cost for the past couple of months. Ideally, I was hoping to wait until the fall because I read that stores deeply discount last year's models to make room for the new models. However, it became very obvious we weren't going to be able to wait that long. After looking around online, I decided to purchase a Maytag Epic Z online from Home Depot. Josh wasn't crazy about purchasing online, but he said okay. Side note: We had looked at washer and dryers in the store about 2 months ago.

Yesterday morning the new washer and dryer arrived around 10:30am and I was thrilled! We had to wait a week to receive them because they only deliver in our area once a week, so you can imagine the piles of laundry that were waiting to be washed. Before washing the first load, I read the quick start guide and learned that I needed to run through a cycle without any clothes to make sure the inside was clean. About 30 mins into the cycle I heard a loud "pop, pop, pop," and the washing machine completely turned off. I tried turning it back on and it wouldn't do anything. I looked at the owner's manual and decided maybe something was wrong with the power source and reset the electric breaker. The washing machine came back on and I thought, "Maybe that was just a fluke."

Well, I put the first large load of white clothes in the washing machine and after running about 3 minutes it did the exact same thing. I called Josh and he called Robert, a man in our church who knows how to fix everything. He came over and discovered that the delivery people had not installed the washer correctly and had left part of the power cord in the back of the washing machine!! The popping I heard? The cord short-circuited in two places.

After many hours on the phone with Home Depot and Maytag (I'll spare you the details) we are getting a new washing machine, but it may not be here until next Wednesday. We tried exchanging it with a local store, but we bought online so the store can't do it. I didn't get anywhere on the phone with customer service, but somehow Josh was able to get 5% off the order and a $100 gift card from Home Depot. Plus, the supervisor he spoke with last night is trying to use his clout to get the washing machine to us by Saturday, which as we kindly explained to them would be the best scenario.

Needless to say, yesterday was a very trying day and I found myself constantly trying to fight my sin. Unfortunately, my anger at the lack of customer service and no one willing to take responsibility got the best of me at times. I had a lot of confessing to do this morning! I also had to admit to Josh that he was right: we should have bought the appliances in a store. Ironically, I admitted that as we were watching the final few minutes of American Idol last night. You know what Randy Travis and Carrie Underwood were singing? A new song titled, "I Told You So!" At least we were able to laugh at the end of an exhausting day.

Update: I am able to use the current washing machine until they bring another one because Robert took out the short circuited part of the cord and rewired it back together. I think the ability to fix everything must be a spiritual gift!


Ashley said...

I'm glad they're replacing it! I know exactly what it's like to have to wring out your clothes! When I was in Spain we had a TINY VERY OLD washing machine that spun from top to bottom instead of left to right (make sense?). And it NEVER got out all of the water. Then we had to hand it all up in a space of about 4 feet. Ugh!

I'm really glad for you, though! This will change your perspective on doing laundry, I'm sure! I love modern conveniences!

Our Life said...

Dianna I know exactly what you are talking about with the customer service and having no washing machine. I went about a month with out a washing machine not too long ago because ours messed up. We have a warrentee on it that they will come service it once a year for 3 years. Well, we have not even had the thing for alittle over a year and a half when it messed up. Those things are too expensive to mess up like that. We went rounds and rounds with Sears customer service before ours was completely fixed. We had to transport clothes everywhere just to get clean clothes. I even visited a laundry mat for the 1st time. Anyway, long story short I feel your pain.

Chris said...

I know the temper is sin, but it sure is fun to watch you when you get worked up.

We can relate with the washer problems. I recently had to replace the control board in ours after we've had it for just a little over a year. The funny part was the washer out our old house which is pretty old has been going strong and was a welcome alternative when we were still there and our washer acted up.

I guess the old thing about more bells and whistles means more things to break is true.

Hope the washer comes in soon.

The Culbertsons said...

Ashley - I forgot you lived in Spain until just now. That sounds like a challenging experience for washing clothes. It makes you much more thankful to live with modern conveniences!

Jeri Lynn - I'm glad Home Depot and Maytag aren't the only ones with poor customer service!

Chris - I think Amanda has truly seen my temper at its worst and we want repeat on this blog what I said and what I was referring to!