I sent an online message/complaint to Whirlpool on 12/6/2011. I am not really satisfied with the outcome, but the email discussion is below. I urge any customer having the same problem to send their complaints in to whirlpool so that they will be officially documented (that goes for any product from any company). Companies won't care unless they have the numbers to prove that their customers aren't happy (sad but true). As of this writing, the link to contact Whirlpool is: http://www.whirlpool.com/contact-us/
. If it has since changed, there is usually a "contact us" link on the company homepage. Good luck to anyone having the same problem!
[START EMAIL DISCUSSION]
(My initial Message)
Washer Model #: WTW57ESVW1
: I have owned this washer for about 2 years. Yesterday the washer started agitating before it was full and when extra rinse is off, it will add 4 inches of water after final spin cycle. From my background in electrical and computer engineering, I was able to deduce that the level/temperature sensor is likely the cause (pt# W10248240
). I decided to search the internet and I found thousands of complains about this one part failing. I need a new W10248240
. I am looking for a new part, but find that they are quite expensive. I am not particularly happy with my purchase and will think again before buying another Whirlpool appliance. Is there no way I can get a cheaper W10248240
for my washer?
Thank you for visiting the Whirlpool web site. We appreciate hearing from you and apologize for the delay in response.
We apologize that the Whirlpool washer is filling with four inches of water after the Spin Cycle has completed. While it is possible for other owners to have similar issues with the same model, certain criteria must be met in order for a recall on a specific model to be initiated. This product does not have any ongoing recalls, so the standard manufacturer's warranty would take precedence. Unfortunately, we will not be able to sell a sensor at a discount price.
It is normal for the washer to agitate before it fills. The washer will do a self test to determine the amount of water to add based on the amount of clothing and soil level. This process may take a few minutes; however, we would recommend service since the unit is filling after the Spin Cycle, and Extra Rinse was not selected.
A Local, Certified Technician is in the best position to assist you and has the technical knowledge to accurately evaluate your situation. You may schedule service directly from our website using the link provided below or by calling our Customer Experience Center.http://www.whirlpool.com/schedule_repair
A service charge plus labor may apply.
To allow us to document your complaint, please provide the following information:
Primary phone Number:
You are a valued Whirlpool customer and we apologize for any inconvenience this concern may have caused.
We invite you to contact Whirlpool again either by calling (866) 698-2538 between 8:00am to 8:00pm EST weekdays or by emailing whenever the need arises. When calling please press the available option or stay on the line to reach a representative.
Whirlpool Customer eXperience Centerhttp://www.whirlpool.com
*If replying, please use Forward versus Reply or New as that will leave this message intact and will help us to respond faster.
I appreciate the response, though I may not have been fully correct in the way I explained that the "washer started agitating before it was full." What I mean is that as soon as a wash cycle is initiated by pulling the timer knob out, the agitator starts immediately while simultaneously filling the washer. I know this is not the way the washer is supposed to operate. It had never done this in the 2 years I have owned it until now. As mentioned in the previous email, there are a plethora of Internet complaints that mirror my own. When the part is replaced, both the agitation and the fill after spin problem return to normal operation. I understand that you may not have received adequate complaints to warrant a recall for the part, so I will order one soon. I will, however, recommend to the many customers posting online to send complaints to Whirlpool so that their complaints are heard and accounted for. As you have asked, I have included the requested info about my washer below so that my complaint is on record. Thank you for your time.
Complete Address: ***
Primary phone Number: ***
Serial Number: ***
Purchase Date: ***
Dealer's Name: ***
[END EMAIL DISCUSSION]
A few days later, I received a message on my answering machine from the customer service rep who stated that my complaint was filed and if I had any questions or concerns that I could call or email.