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Robert of Fallbrook, CA October 19, 2008
Robert of Fallbrook CA (10/19/08)
I purchased a WHIRLPOOL natural Gas Water Heater at Lowe's approx. 3 years ago. It has a 7 year warranty on parts. The pilot light went out today without warning or other previous problems. The gas company sent a tech out to relight the pilot. He said he has seen a bunch of Whirlpool water heaters purchased from Lowe's with the same problem. And like the others, he could not relight the pilot. He said it might be the thermo-coupling and suggested I call Whirlpool's 800 number pasted on the side of the tank.
The number put me in touch with a fellow in India. India! After answering a bunch of questions, he said I needed a part he could send me via Fed-Ex. Since it was a weekend, the soonest he could promise delivery was Tuesday... and there would be a 17 delivery fee. He THEN said Lowe's carries the replacement part and do not charge for it. I called Lowe's the the man I spoke with said they didnt have the specific kit. He was nice enough to call four stores in the surrounding area and actually called me back, having located one at a store 25 miles distant.
I immediately drove to the store, picked up the part and upon arriving at home, read the instructions, removed the defective part and installed the re-designed, new one- being careful to follow the instructions to the letter. Then, the moment of truth. NO PILOT. So, removed the entire assembly and carefully reinstalled it. Because I have had spine surgery, heart surgery and rotator cuff surgery within the past fourteen months, I had to take several breaks. The project, including the time with the gas company tech, the Indian service advisor, the trip to Lowe's and two installations was about four hours. I still don't have a pilot light.
I don't give up easily, so I went on line and found this website, with more (same) complaints than I care to count. I was shocked. I don't know if these water heaters are made in China, and I don't really care. When I made my purchase at Lowe's, I thought I was getting a quality Whirlpool product. After all, it's a name I grew up with. I've had Whirlpool washers, dryers and refrigerators. Never a problem out of the ordinary- until this experience.
For Whirlpool to be using non American Speaking Service Advisors is a real eye opener. Also, Lowe's should be ashamed of itself (as if large corporations are capable of that). I paid Lowe's to intall the original water heater, and now they were handing me a box with a replacement part that required removing and replacing gas lines. A sobering proposal.
Oh sure, they give the usual legal cautions, hire a pro if you don't know what you're doing, etc. But come on, hire a plumber for what- probably near the cost of a new water heater. Anyway, I just want to add my two cents, that LOWES and WHIRLPOOL have a serious problem. Irvin of New Orleans, LA October 18, 2008
Irvin of New Orleans LA (10/18/08)
water heater has broken twice in maybe 2 years,first time thermocouple waas replaced,second time we called a plumber,cost was 160.00,plus 50.00 for part,seems to be working ok now Patricia of Martinez, GA October 18, 2008
Patricia of Martinez GA (10/18/08)
We purchased a Whirlpool waterheater in March of this year. We have been without hot water for over a week. We had a plumber come by, he knew when he walked in the door what the problem was-- it was a Whirlpool. He told us about the class action suit.
He ordered a thermocupler thinking that was the problem. We waited for the part, but that wasn't the problem. He said it's probably the gas valve, he would order one from Whirlpool, we'd have to wait again. I called Whirlpool, was told I would have to get the part from Lowe's,then call Sears to have it installed. Lowe's does not have the part.
At this point after reading about Whirlpools problems I am ready to buy another waterheater (not a Whirlpool), I'm tired of being without hot water. Joel of Lenoir City, TN October 18, 2008
Joel of Lenoir City TN (10/18/08)
I purchased a brand new home in 2005. The contractor used appliances from Lowe's, needless to say he also installed their piece of JUNK WATER HEATER. About a year later we started having trouble with the water heater going out. After many issues my repair guy pulled the unit took it back to Lowe's and came back with, what i thought was, a new unit.
The new unit worked for a couple of months before we started experiencing the SAME PROBLEMS we had before. However this time when I called Whirlpool via India, after providing the serial number to the new unit, i was told it belonged to a person in Michican,LOL and i must provide the proof of purchase before the would send me the junk replacement parts.
What I want eveyone to know is, these guys are taking in defective units and sending them out as new heaters. If this isn't the case how would my replacement unit be assigned to someone else. Jerry of Paola, KS October 18, 2008
Jerry of Paola KS (10/18/08)
An fg water heater that does not work after updating thermocoupler only 4 years old on 6 year warranty.
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