Maytag Dishwasher Recall Futile

March 5, 2007, 12:00AM. By Jane Mundy

Woodbridge, VA"I run my Maytag dishwasher when I go to bed at night so when I heard that it could catch on fire, I figured it best not to use it," says Jeanne Stotler. "I checked the model and serial numbers and sure enough, mine was on the recall list."

"I first heard about the Maytag dishwasher recall on February 1st; it was on the 4pm news. The next day I tried calling Maytag's 800 number, but I kept getting an automated message - they wanted you to give the model number first (which ends in D) and every time I said 'D' the robot voice would reply 'did you say Z or B' and I would say D. It couldn't decipher letters so what was the point? I got my son to try but he got the same results.

I finally got through to the next level, only to find no human contact - I hate it when that happens. Of course we couldn't do anything until after the weekend. I called back again and it was the same scenario with the letters. I got fed up and called Maytag's direct number. After a great length of time, I got hold of someone. 'We understand, there are so many problems right now and we apologize, we will do this and that and send you a repair kit,' he said. He also said that I should set up an appointment with A&E Factory Service. Evidently Maytag has contracted out their repair work.

So they gave me the A&E number and I made an appointment for Feb. 20th, specifically requesting a morning appointment. (I run a day care from home and the kitchen is busy after noon.)

On Feb 10th I received the repair kit from Maytag via UPS. On Feb 20th I waited and waited - nobody came. I called A&E and they said the guys were running late. I said ok, but please come here as quickly as possible. The repair guy showed at 2.40 pm and packed up just after 5pm. He said there are loose wires and Maytag will have to fix them. The earliest was Feb. 27th.

I didn't hear back from Maytag or A&E to confirm the appointment so I called A&E back. They re-assured me somebody would be here on Feb. 27th. Again, they didn't show up on time. I had to get dinner together and can't work in my kitchen while someone is on the floor. Finally the repair guy phoned and asked if I had the part. What part? I was told it was 'loose wires.' They sure got their wires crossed.

All I know is that now I can't use my dishwasher. After another hour or so on the phone to both A&E and Maytag, nobody could give me an answer except that I needed some kind of board and it wasn't ordered.

I went online the next day. Maytag said it wasn't their problem and A&E broke it so they have to fix it. It has been a nightmare going back and forth. As of today, I have no part and have to wait for A&E to fix it! Talk about frustrating...

I thought I was buying a top-of-the-line dishwasher. Instead, I have a 5-year-old, $400 dishwasher that I am now using as a dish drainer. I have to wash dishes three times a day and I have a torn cartilage in my knee, making it painful to stand for a long time. I don't need to be standing and washing dishes. This is very frustrating. And if you go online, you will see that I'm not the only one. It seems like work that is sub-contracted out makes it worse.

Consumer service today is non-existent! It gets to the point where you wonder if it will ever get straightened out. What is the point of a recall? Maytag offers a $75 discount for a replacement if you buy a new dishwasher, as long as you buy their brand. Makes you wonder if they don't have machines break down on purpose so the consumer spends more money."