[benik9]

Hi, I wanted some help.

I bought a whirlpool washer from BestBuy 4 years ago. It worked OK until recently, when it began to leak from the bottom. One repair expert said it might cost about 2-300$ at minimum.

Not knowing what's the problem, I thought of throwing it away and buying a new one, since it's 4 years anyway and the repair cost might be as much as the original purchase price (380).

But, after some search and looking under the washer, I saw that the leak was likely from the white drain pump.

I was able to open the case after getting some instructions, and found that the drain pump was "repaired". There were a couple thick beads of dark gray glue on the pump, along the circle on the drain pump's flat face. It was something I never knew.

I confirmed that it was where water was leaking, by pouring a cup of water in the tub - the water seeped through the beads.

I never did a repair on the washer. The pump was repaired either at the factory or somewhere before my original purchase. It was not an open box item. It was a new purchase.

I emailed Whirlpool if they knew anything about why this product has a repaired part. They replied they would never do that.

So I called the Bestbuy store where I bought it. They told me to call GeekSquad. I called Geeksquad and was referred to the Consumer Relations and I filed my complaint with them.

But, when I called them again, they told me they don't know what they need to do, since I don't have a service plan.

I didn't know how to respond. I feel deceived - this is different from buying a product with a "defective" part. They knowingly put a significant part that clearly had a problem and repaired. And it proved so - after 4 years.

It bothers me that I may not be the only one with this problem.

Has anyone seen this kind of business practice? This is the photo. I believe the water leak is from where the beads are. I wonder whether the Bestbuy person thinks they are just drops of sealant (widely used in the factory) randomly landing there. I also added an enlarged image of the leaky spot.



You can see the rust at the bottom of the pump so it seems it's been going on for some while.




I posted this to Bestbuy's user forum, and was told by a Bestbuy designated person that the gray beads were sealant of some kind, and said there's nothing suspicious or foul about them being on the pump.

I hope it's OK to copy their comments:

================================

The grey beads pictured look like a sealant, usually epoxy or silicone based. It is sometimes used in washing machine pumps, as well as many other types of appliances. While I cannot answer why it is in this Whirlpool unit, it is commonly used in the manufacture of many appliances. What you have pictured just looks like a sloppy application with overflow.



If the unit was bought new as you have stated, then the box is never opened when received from the factory, by our stores until it is delivered.


After four years of use, any washing machine can start to fail, and while I do apologize that you have been inconvenienced by the leak in your unit, I honestly cannot state that any type of wrong doing has occurred without input by a qualified technician.


If you truly feel that your unit was repaired, I would contact a factory authorized technician to assess the situation further, then contact Whirlpool. As the manufacturer of the unit, they should be your point of contact.

[sidfink43]

Hi Benik

You are right to be upset, but I think your complaint is with Whirlpool. It is highly unlikely Best Buy did anything but take delivery of the machine in a box, deliver it in a box and never ever touched anything inside the machine.

Contrary to what you were told, fixing this part at the factory is not routine, and probably not even allowed. I am guessing some idiot in a hurry broke the pump and rather than stop the line he or she squirted some sealer on it. This is rediculous, the part is very inexpensive for the mfg and it would have taken very little time to replace it.

Unfortunately, there is little you can do, I hope your posting made you feel better, and good luck in the future. This should never have happened.