In order to launch a successful EECB you need to locate the names of all the big executives by going to Google, or in my case I went to Forbes. Once you have the names, you need to do another Google search to try to figure out the format of the email adddresses that Whirlpool uses. In this case Whirlpool uses 2-3 formats, firstname.lastname@example.org or email@example.com. Then I also did a seperate keyword search and I found some people's e mail addresses who work in PR and marketing at Whrilpool. I got lucky and I found one marketing person's personal address that was posted on Linkedin.com. Not Smart.
Next I wrote this e mail and sent it out to around 25 executives, including the CEO and the marketing/pr people that I found. 12 bounced back, but that means that 12-13 landed.
Here is copy of the e mail I sent out to whirlpool.
"Re: Jade Model #
About a year and a half ago, after much deliberation my parents went ahead and bought a Jade refrigerator freezer over a Sub Zero refrigerator freezer. We spoke to the customer service representative and they assured us that it came with a full 3 year warranty. About 6 months ago - the side by side unit was exactly a year old - all the headaches began; ice started to build up in the freezer and they had trouble with the authorized service center assigned to fix the refrigerator. The service center tried to make us believe that it was not under warranty and we would have to pay for unnecessary parts on our own, after using a different service company and talking with Maytag the issue was resolved and the unit was apparently fixed by Active Appliances fixed it 11.15.07 . After a couple of months the same problem reoccurred; ice was once again starting to building up, so this time A & E Appliances came out and fixed it on 2.21.08. About 3 weeks ago my mother informs me that she heard the unit make a lot pop sound. I called Maytag AGAIN and got through to a CSR manager, I was informed that there is a known issue with the pan not draining that then causes the ice to freeze and building up, a custom part needs to be ordered, and my mother will be called back to schedule an appointment as soon as I got off the phone. The CS manager was very courteous and I actually believed her, but of course she never called back. My mother now reports that the unit is making loud noises and she seriously fears it will explode, she is smelling burning rubber and has no idea what to do. To top it all off it is starting to leak and now there is water damage on their custom wood flooring.
Yesterday my mother called Maytag again and was informed - contrary to what I was told 3 weeks ago - that Maytag would pay for the part but she would have to pay for installation. At this point I lost it and decided to escalate the issue and take it to the next level. This is beyond absurd, this is a $6000 refrigerator freezer, not a Coleman cooler, it should at least work for 2 years. If the Whirlpool conglomerate cannot handle all of its customers in a timely manner maybe they should stop acquiring other brands and focus on the ones that they already have. I will not go away until this problem is resolved, I expect a resolution in a timely manner, otherwise it will continue to escalate, I can be very tenacious. I also included the ever so popular Consumerist blog in on this e mail.
All the best, I look forward to either an e mail or a phone call shortly,
Jade Model #
Serial # "
The marketing person whose address I got from Linkedin wrote back within 3 hours:
Hi Ron, I am sorry to hear of all this difficulty. To do my part in correcting your / your parents unfortunate experience with our Maytag (Whirlpool owns Maytag and Mayrag owns Jade, which means Jade is owned my Whirlpool - confusing since Jade is no longer made (i think))customer service, I have forwarded your note to our PR team. I would expect that you would be hearing from someone shortly. Thank you.
I then promptly reply
Thank you for the prompt reply,
Just got through instant messaging Ben Popken - Consumerist editor - he is interested in hearing the outcome. Ball is in your court.
I guess I pissed her off because this was next e mail I recieved from her.
I'm going to request that all further coorespondences be directed to Chris_ (email redacted), please do not use this gmail address. Thank you.
So I did a quick Google search for Chris, and guess what, he is also on Linkedin, and I manage to find out that he is pretty high up on the Whirlpool PR ladder. So I fire off this little missive over the weekend.
Here was the e mail I sent out yesterday to the board of directors, CEO and a bunch of others over at Whirlpool and various different blogs. So far the response from the blogs and has been pretty decent, and all are interested in knowing how this turns out. Apparently, it is not often that they get stories about people getting shafted while buying from a high end consumer product manufacturer. I was forwarded your e mail address from one of the people I originally e mailed over at whirlpool, so I thought I would give you heads up and send out the e mail I originally sent and posted. Ball is in your court.
ps - this is NOT the road I wanted to head down, I just feel like I have no other choice, sorry.
This all started on Friday morning, this last e mail was sent out Sunday, by Monday morning my mother gets a call from from Whirlpool offering her a $6000 (give or take) credit for any fridge they carry from either JennAir or Whirpool, installation included. Is that not awesome!
Problem solved, all it takes is a little preseverence and patience and you to get could your parents a brand new $6000 refrigerator