Maytag Refrigerator Recall: Playing Phone Tag with Maytag
I have a semi-new Maytag refrigerator, so when I saw the recall mentioned on a news site I checked the Maytag recall site for serial numbers and pictures. My not-quite-new refrigerator is possibly one of those affected. It was time to be a careful consumer and arrange for the repair.
I tried to make an appointment online, but got repeated error messages from the web site saying, "The system has encountered an error. If you have questions or need immediate assistance contact the Recall Direct Line at 1-866-533-9817 between 8 AM - 11 PM EST, M - F, and 8 AM - 8 PM on Saturday (closed Sunday)." It either hates my browser, or is swamped by the recall traffic.
Trying to make an appointment online has also been unsuccessful. Maytag's recall screening system uses voice recognition. The system is not very smart, couldn't handle an uncommon name, and booted me out into the "waiting for a human" on-hold line. I wait ... I wait a long time, listening to cheerfully bland on-hold music.
"It's really crazy around here," says the nice Maytag human. Then she confirmed that my serial number is among the affected refrigerators and transferred me to what should have been the real recall team's telephones.
Their automated phone system tells me "I'm sorry, this call cannot be completed because we are experiencing heavier than normal call volume, please visit out website or call back between 8 AM - 11 PM Monday through Friday or 8 AM through 8 PM on Saturday" and concludes with a cheery message about being concerned about my satisfaction and safety. I tried the website, and it referred me to the phone lines. Now the phone lines are referring me to the website.
This is not world-class service. When Maytag knew they would have to handle web visits and phone calls from as many as 1,200,000 customers, they should have increased their phone and web server capacity for a few days until the peak load was over.
Sources:
https://repair.maytag.com/prjjck/default.jsp
Published by Tsu Dho Nimh
I'm a long-time technical writer with time to spare. I'm an omnivorous reader, a superb researcher, and a very fast writer. I'm also a good photographer. I'm fascinated by medicine, and annoyed by quack... View profile
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- The Maytag recall site: https://repair.maytag.com/prjjck/default.jsp
- It's a fire hazard recall, so it's critical.
- Their recall handling systems are overloaded.
- They didn't plan for a high response.
22 Comments
Post a CommentTsu,
Been there, done that. They will give you every ridiculous ruse imaginable. I found that writing a snail mail letter helps.
Just floating through to check you out. Everybody was talking about this "Tsu" in the Forum.
Truly frustrating experience, from your description. I felt my blood pressure rising as I read this one - at Maytag - for poor planning for the phone calls.
Avoid A&E at all costs....try to go through a local dealer if at all possible.
Please realize that you do not have to call Maytag directly or go online to set up an appointment. If you already know that your refrigerator is affected, you can bypass all of that by calling a local dealer.
Well, here's where it pays to shop locally. I called my Maytag Dealer where I purchased my refrigerator yesterday afternoon. They had already ordered a box of replacements and were out here today and put the part in. No big box stores for me on an appliance like this, you won't save any money and for quick service you just can't be an authorized dealer. Many thanks to Miller Maytag in Port Huron, MI. Keep up the GREAT service.
I had the same experience, but just got my appointment scheduled. The support/recall numbers either keep hanging up on you or you stay on hold forever.
Here's what I did and got my appointment scheduled in 5 minutes.
1) Call 1 (800) 344-1274 - This is their main contact number on their website (not for recall)
2) Go through the phone system for new sales for a fridge.
The sales rep I was connected to took my information and in less than 5 minutes I had my confirmation number.
-Terry
If you have a service contract, don't bother calling your extended service provider. Those folks are very nice but they cannot do a doggone thing for you. Akim at Maytag Dependability Plus was lovely, by the way, and deserves kudos for politeness and patience with an EXTREMELY frustrated customer.
I started calling last night about 7 pm and was on hold, lost, and transferred numerous times. I talked to 3 different people who were new yesterday before I reached Bill who is an employee who was very sympathetic and helpful. He scheduled a rerpair for today and the repairman replaced the relay switch already.
I would say to be persistent. It took me over an hour and a half before I reached a competent employee. When I reached a newbie, I hung up and kept calling back at the main number.
Yes, it was irritating listening to hold music and waiting, but hey, my fridge is fixed!!! !!!
glad your frigde is fine after all....
Having the same problem contacting Maytag re recall. My problem is my refrigerator went out 2 weeks ago. Repairman said too expensive to fix and couldn't guarantee refrigerator would work. Bought new one and ther took away my maytag, which was 5 years old. Warranty was up May 2008. Does anyone else have this problem of having already replaced the recalled refrigerator?