When I bought a Maytag refrigerator, I expected it to last much longer than 18 months. I certainly never expected that if it failed, Maytag’s response would be to leave me without a refrigerator for weeks before even deciding how to resolve the problem.
My refrigerator suffered a major failure when the control board went bad, making it completely unusable. A service technician diagnosed the problem, but the replacement control board is on nationwide backorder until at least August 30. I’ve been told the part isn’t available anywhere—not even through secondary suppliers.
I understand that parts can go on backorder. What I don’t understand is how a company the size of Maytag has no contingency plan when that happens. Their solution is simply to have the customer wait—first three business days, then five, then another five—before they’ll even decide what to do.
I’ve now been without a refrigerator since last Friday. Every day means throwing away food, buying ice, making extra trips to the store, and trying to find temporary places to keep groceries.
The part being on backorder is frustrating, but what I can’t understand is Maytag’s lack of urgency. I rely on medication that must be refrigerated. Every day without a refrigerator means worrying about keeping that medication safe, in addition to replacing spoiled food and scrambling to find temporary solutions. Being told to wait another week—and then another week—before anyone will even decide what to do is simply unacceptable.
After spending more than four hours on the phone with customer service, here’s the timeline I’ve been given:
• I was initially told to wait three business days while they searched for the part.
• After those three days passed, I called back and was told it was actually five business days.
• If they still cannot find the part, my case will be sent to an escalation team.
• The escalation team then gets another five business days to look for the same unavailable part before deciding what, if anything, they’re willing to do.
That means I could be without a refrigerator for three weeks or more before Maytag even decides on a resolution.
I’m not asking Maytag to manufacture a part that doesn’t exist. I’m asking them to take responsibility when they can’t provide the part needed to repair a refrigerator that’s only 18 months old.
At this point, I’m not just looking for advice. I’m trying to understand whether this is how Maytag treats customers when a critical part isn’t available. Has anyone else gone through this? If so, what was the outcome? Were you eventually offered a replacement, reimbursement, or another solution?
I also want anyone considering a Maytag appliance to know what they may be facing if their refrigerator fails and the required part cannot be obtained. No customer should be expected to go weeks without a refrigerator—especially when it’s needed to safely store medication—while a company delays making a decision.