BOCA RATON, FL (BocaNewsNow.com Consumer Affairs) — If you were reading BocaNewsNow.com earlier today, you likely saw our story on the simply horrible experience we had with Whirlpool. In brief, and you can read the whole story here, we purchased a Whirlpool Cabrio Washer from Lowes in Boca Raton several months ago. The machine died, just in the middle of its warranty. The repair person sent this morning by Whirlpool cursed out the company, the washer, said he’d have to order a part and left in a huff — screaming something about being 50 and being a “working man.”
After several calls to Whirlpool (NYSE:WHR), and quite frankly a customer service department that may only be empowered to read from scripts on the computer screen in front of them, we posted the problem and the Whirlpool official response that while they were sorry their tech this morning was a disaster, the soonest anyone would deal with the washer would be Wednesday, and that the standing water would just have to stand.
Not what you want in Florida, let alone around pregnant members of our team, or young visitors.
But after our post generated nearly 1000 reads, and a few phone messages and emails were left, we received a phone call from “Chuck” who is one of the Whirlpool bigwigs in Florida. Moments later, we received a call from “Mandy” in the executive offices at Whirlpool in Michigan. And thanks to them and their professionalism, incredibly, moments later we received a call from Flamingo Appliance Service (561-853-1501). Within half an hour — even at 6p — Flamingo sent a fantastic tech named Magno who found the tiniest of objects in the pump, drained the water, and returned the washer to its working state.
Magno — and presumably everyone at Flamingo Appliance — is representative of what the Whirlpool, Maytag, or any brand “repairman” should be. Smart. Personable. Truly interested in solving the problem. We can’t recommend them enough.
As for Whirlpool: we also truly appreciate that the company stepped up to the plate to ensure customer satisfaction, but only wish that it didn’t take an article on online, two calls to customer service, one to media relations, two emails to media relations, and an email to the general counsel’s office. A company such as Whirlpool — which we appreciate is big and can only do so much — should have better checks and balances in place to make sure that their subcontracted techs are living up to the job, and that customers are not left hanging.
There’s no situation were a customer should be left with standing water in a washing machine for more than a few days, and certainly not when a tech is dispatched, decides he doesn’t like the job, and leaves.
Bottom line: It took a while, but Whirlpool did what it needed to do, and Flamingo Appliance Service (FlamingoAppliance.com) proved that it absolutely, unquestionably, is one of the leading service repair firms in the region.