DO NOT BUY!!!
Submitted by Disappointed Buyer6 -
11/16/2019
I rarely write reviews, but this experience has been so horrific I felt the need to share. For some background information, I am a teacher and my significant other recently started a new job last year. While we work very hard, we do not make a lot of money and saved up over months to purchase this set. Both of us take a lot of time to research the products we buy including these. We recently bought a house in June and this was our next big purchase. We reluctantly paid over $1900, with the hopes that this washer and dryer would last us for years to come. We had also heard that Costco had great customer service which helped ease some of our worries. Unfortunately this has been one of the biggest headaches we could have ever imagined and I will honestly never buy from Costco or Whirlpool again.
We purchased these units in June right after the house. The day our units were supposed to arrive, we only received the dryer as some unknown issue had happened to our washer. Two weeks later we received what was believed to be a brand new washer. We attempted to use the wash and go feature, but it wasn't sucking up any soap and our clothes were not coming out clean at all. We chose to just use the manual detergent option instead, which was not a big deal. The real problems started about a month in. Drying bulky items would sometimes take anywhere from two to three hours, and the washer was leaking water from the bottom and soaking our basement floor and rug. This continued randomly for some time. Busy with work, we tried to get a hold of Costco as quickly as we could. We were directed to Whirlpool and spent hours on the phone and on hold trying to get a hold of both. You can imagine how frustrating coming home after a long day and having to sit for hours on the phone trying to get help for something that should not be happening so soon with a new product.
Whirlpool sent someone out to look at the washer and dryer, which one of us had to take off work in order for this to happen. Both the washer and dryer already needed new parts. A few weeks later the parts came, which one of had to take another day off to happen. After the parts were "fixed", the same issues continued to happen, along with problems even worse than before. The washer continued to leak from below and every couple washes will shake so violently that you can feel it and hear it on the floor above. The first time it happened, the washer bounced almost a foot away from the dryer it was next to.
We called Costco requesting a new set as a brand new washer should not be having issues like this. They once again referred us to Whirlpool. After hours on the phone again, someone was sent out to look at the washer. They said that even though this brand is one of the best, they no longer make machines well and our best bet would be to buy an older model and fix it, if we didn't want to have as many issues.
He ran diagnostics, which are obviously not the same as actually washing loads, and told us that the diagnostics were not finding anything wrong aside from a balance issue and that we needed to make sure that we were not over or under loading the washer and used the correct settings. I informed him that we were always very careful to not over load either machine and that we always use the proper settings. We also explained that we did not have the severe shaking issue until after the washer was "fixed" the first time. He told us there was nothing he could do and that the company said to educate us on how to use a washer properly. He also said that we would just have to continue calling each time there was an issue for a new maintenance person to come out, and that they would not give us a new, working machine as long as the diagnostics did not show an issue.
I am saddened that we wasted so much hard earned money on a faulty product, but what makes it worse is both companies' lack of care for their customers and their products. To put the icing on the cake, we recently received a bill for $90 stating that we did not load the washer correctly (which is untrue) and that the maintenance for this is not covered under our warranty.
Originally posted on Whirlpool.com
No, I do not recommend this product
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