Our Maytag Ice 2 O regrigerator (model MFI-2568-AES) went on the fritz last Wednesday night around 8:30pm. Thanks to the Web, ComplaintBoards.com and Forbes Appliance Repair, we had the fridge fixed (for free) within 24 hours... what a surprise!
To set the stage appropriately, we like our refrigerator a lot: it's got french doors, a bottom freezer drawer and an in-the-door console with ice and water dispenser. We bought it off the floor of Lowe's when we moved to Redwood City in July 2006, and it's served us well, for the most part.
So when this thing went "on the fritz," I mean the lights on the control panel started flickering in a
Close-Encounters-of-the-Third-Kind fashion while the flap on the ice cube dispenser methodically opened and slammed shut. What kind of pissed off kitchen gremlin had decided to take up residence in our 16-months-new fully stocked fridge the week before Christmas?
Left Coast Mom and I began searching for the owner's manual to try and troubleshoot the situation (in the index under "P" for "Possessed") but couldn't find the manual anywhere in the kitchen or the files or the storage room bookcases (later we'd find out we'd stored it conveniently
on top of the fridge in case something malfunctioned). So, we took to the web in search of help on our dueling laptops.
I found the owners manual online at the maytag web site and 58 Mb of file download later, I found nothing in the manual that was any help beyond how to turn off power to the control panel (remove the cover over the door hinge above the panel, then unplug the wire harness) to stop the infernal dispenser racket. We were out of warranty, and I was desperately scanning the web for any information on how our problem could be fixed and how much it'd cost us.
So I googled "maytag MFI-2568-AES troubleshoot" and about half-way down the results list I discovered the
ComplaintsBoard forum overflowing with posts from folks (like us) who were confronted by malfunctioning control panel/ice dispenser. I found nine pages of forum posts, to be precise, starting Feb 9, 2007, when Cheryl M posted the following:
I bought my maytag ice2o French door refrigerator from home depot 8 mos ago. Loved it when I got it, but soon after had problems with the ice maker. They replaced the ice maker. Now the ice maker is still having problems. Its not strong enough to break up all the ice. The ice cubes freeze in big blocks causing the system to clog. Last night the thing took on a mind of its own. All the lights are flashing on the control panel, the ice and water maker don't work at all. The flap is constantly opening and closing all on its own, constantly making a clicking noise all night long. Finally we had to unplug it so we could get 4 hours sleep. Plug it in this morning and its still doing it. My biggest concern is what happens after the warranty runs out. I already know this thing has mechanical problems. Did I get a lemon or is it junk?? Either way I'm stuck with a $2,800 refrigerator that seems like it has bad engineering.
It was great to follow the arc of the discussion going from first post to group-wide resolution:
- In the first 60 days, a dozen folks chimed in to say they were affected by the same problem.
- Within 90 days, the forum was picking up speed and the group had diagnosed the High Voltage Control Board (part # 12920710 Board HV C) as the culprit. At least one workaround had been posted to the $200-$400 "official" fix for those of us out of warranty.
- On Day 133, the first "we're investigating a potential class action suit" post appears.
- By Day 150, folks begin posting success with Maytag's fixing the units for free and the discussion turns to strategies for navigating the customer service phone tree.
- By Day 180, the complaints are now focused on the repair services, not on Maytag. From the posts, it seems A&E Factory Service is either heaven-sent or demons-from-hell depending on which city you live.
- By Day 210, the forum is mostly full of folks expressing gratitude for all the previous posts and tips and reporting success in getting their own fridges fixed.
I called the Maytag customer service line (make that the "Whirlpool Customer Care Line" now that Maytag's been purchased by Whirlpool) and found out I'd have to wait until 8am Thursday morning to speak with a live person.
Thursday morning, I got a hold of Lorraine at Whirlpool and reported my problem. Within 10 minutes, she'd issued me a QI code and offered to set up a service call for me with A&E Factory Service the day after Christmas (6 days later!). I declined the offer and instead tried to go with a local shop, leaving a message with Forbes Appliance Repair here in Redwood City.
Bill (at Forbes) called me back around 3pm to get more details. I told him the problem and he admitted he probably didn't have the part in stock and couldn't get it until after the holiday.
I tried calling A&E myself to see if I could get a Friday appointment since I assumed they'd have the part in stock. Within 2 minutes of dealing with the customer support rep at A&E, I'd learned enough to know I was dealing with the demon variety and decided to stay with my instincts to go local.
I called Bill back and asked that he order the part and come install it. Bill took my info and was surprised when I gave him the part number he'd need to order (I had it thanks to the forum posts). He said he'd put in the order and would call to let me know when it was due to come in so he could come replace it.
Within 30 minutes, Bill called back with an unexpected question: "When can you be at the house?"
Beg pardon?
Bill happened to have the part in stock and offered to come to the house to install it that evening. All I had to do was move the fridge away from the wall so he could access the panel in the back to replace the board. (In moving the fridge, I discovered where we'd stashed the manual.)
At 6:15p, Bill knocked on the door. By 6:30p, the fridge was fixed and Bill was packing up his stuff and wishing us a Happy Holiday.
Happy Holidays, indeed. So refreshing to get good customer service from a local provider.
So, thanks to Forbes Appliance Service (650-366-8388) here in Redwood City, our fridge was fixed in record time. Here's hoping your appliances never go on the fritz, but if they do, give Bill a call to come fix them.
yet I know finishing it will be an odd experience now that I know its author and protagonist has passed. He was always careful to make sure that no matter the risk, he remained in control so that no one ever died on any of his expeditions.
