Mrs Noreen sent a message to Jeff M. Fettig – Chairman and CEO of Whirlpool Corporation – Email Address that said:
Dear Mr. Fettig,
Earlier this week I received the latest update on the proposed modification of my Tumble Dryer. At present I have an Acquarius Hotpoint Condensor Dryer which matches the washing machine which I purchased at the same time. I have been quite satisfied with the Dryer, and would not have been considering changing it. However, I am sure you are aware that there is a serious fault on this model (and many others) and the company has been promising a repair for some considerable time now. When I received this latest email, informing me of a further delay in repair and giving me the option of purchasing a new, but dfifferent model at a discounted priced, I was prepared to look at the various models on offer, but having read some of the reviews, written by people who have accepted the offer of a replacement machine for £99, I would be very doubtful about changing my Dryer for one of these models. It is obvious that there is a serious fault with my currect machine and only this week there has been a report on the news of another machine catching fire with disastrous consequences, one of many machines which have suffered the same fate. Customers are assured that they can continue to use the machines but with care, never leaving the machine on without constant supervision, never at night etc. etc. This is very dubious advice in view of the severe fire risk.
A previous communication was to say that I could expect an Engineer to fix my machine during August, after months of delay, but now it seems there is to be a further delay with no indication of when a repair might be carried out and I am being encouraged to accept one of your offers. I am distinctly unhappy with the situation and feel that as a reputable company you should have been prepared to replace all the machines which have proved to have the serious fault which you have identified. These machines are bought in good faith with the expectation that they will give good service for many years and perhaps the time has come to take this matter further. If you wish to offer a fair deal to your customers, surely the correct way forward would be to offer a replacement of the same model as the type purchased, or as near to it as possible, with the same dimensions, free of charge, or to offer a refund of the original price.
Your company obviously has either a massive problem in trying to effect modifications on all the affected machines, or you are using delaying tactics to encourage people to accept your offer, which may well be a cheaper option for your company in the long run.
For anyone prepared to take up the offer of a new machine for £99, It would be helpful to be able to view the models of interest, but it seems the choice has to be made on line, with very little knowledge of the machines on offer, either for click and collect or home delivery. I consider that this is far from satisfactory.
The current situation is a very worrying one. I have always been cautions when using the machine and would not have left it on unattended at any time, due to the nature of the product and this was before I knew about the serious defects. I need to know when I can expect the modifications to be carried out as I have been patient long enough and I now expect a speedy resolution to the problem, or the offer of a suitable, reliable replacement machine.
Your website states that the company prides iteself on its products and services, but it seems it falls far short of honouring these commitments. I am amazed that the company has been allowed to delay the necessary repairs for such a long period.
Yours sincerely,
Mrs. Noreen
