Adventures in Corporate Phone Trees. Or, Why I Hate Maytag

"Thank you for calling the Maytag Customer Experience..."

This is how you are greeted when you dial 1-800-688-9900, the toll-free number printed on all of our new Maytag appliances. And since pushing buttons is so 1998, this computerized experience asks that you speak your preferences at each prompt.

"Are you calling about a Maytag air conditioner or dehumidifier? Please say 'yes' or 'no'."

I've called this number 6 times this week trying to get our dishwasher repaired. The last time I called I timed how long it took to get through the prompts to the inevitable result (it turns out my request requires an actual person to talk to me.) 4 minute 35 seconds. And this is without any mis-understood responses.

"I'm sorry, I didn't get that. Could you repeat your answer?"

"FUCK YOU."

"I'm sorry, I didn't get that. Could you repeat your answer?"

Backstory: The Shack had perfectly functional appliances, but they were ugly. So, being good suburban consumers, the Colleague and I bought a whole new set of appliances. We even bought them a month in advance of needing them and scheduled our delivery for the move-in day at The Shack. Smart! Thoughtful!

Problem #1: At the tail end of the Southwest road trip, as we were driving away from Hood River, OR I get a phone call from the Maytag delivery guy informing us that our new gas range was backordered, so our new deliver date was 2 weeks later. Ummm. What? One of the six pieces we ordered was oversold, so we get none of them? Wrong.

Solution #1: The Colleague spends the better part of an hour on the phone yelling at various people who don't seem to care that we have four kids and no appliances in our house. Finally, sympathetic salesman manages to upgrade the range to one that is in stock. Still, our new delivery date is a week late. Nice. Such questions as "Who can I talk to about this mixup?" and "Whose fault is this?" are answered with silence.

Problem #2: When the Mexicans bring the appliances they refuse to hook up the range because it is a "slide in" versus a freestanding unit.

Solution #2: Whatever. Fine. I can do it.

Problem #3: "Um. We no can install the dishwasher because something is not work."

Solution #3: Order a NEW dishwasher with a new delivery date a week later. I suggest that perhaps the store who sold this stuff to me over a month prior might see it as reasonable to replace the dishwasher that day. No. No. The dishwashers aren't here. They're in another state and have to be shipped here when they are ordered. Right. That makes perfect sense. The delivery service claims helplessness. There is nothing they can do. It's the system.

Problem #4: New dishwasher is delivered, but the Mexicans don't know how to work it so when they are testing it, it floods my kitchen. Awesome.

Solution #4: I point out that they have overwhelmed the drain pump by starting and stopping a wash cycle without letting the unit reset. Ahhhhh. Now it works.

Which brings us to Problem #5: While The Colleague is finishing up her 3-Day Save the Boobs walk, I make one last effort at cleaning up the shack before heading out to meet her at the finish. Load dishwasher. Push start. Leave house. The Colleague comes home, eats something, checks the dishwasher to see if it is clean or dirty, adds her plate, and pushes start. Um. Those are clean, I say. No they aren't, she says. Ummm. The damn thing is running dry. Awesome.

Solution #5: Warranty repair to the rescue!

I bravely navigate the phone tree, from "Welcome to the Maytag Customer Experience" to "Please hold while I connect you to an agent who can further assist you" and am introduced to James, a helpful lad who steals a prime next-day service appointment for me. I block out the hours of 8-12 and am assured the service provider will call 30 minutes prior to arrival.

At 11:45 I start to think maybe they aren't coming. So I dive into the phone tree again. There is no obvious way to jump the tree, by the way, and if you try to answer a question before the disembodied voice finishes asking it, you get kicked out to the front of the list. Awesome system.

I am informed by Jennifer (Operator #38692, in case you want to talk to her) that my appointment is schedule not for THIS Tuesday, but 2 weeks out. No, I say, James scheduled me for today. Well, if so, it's been changed, because you are all set up for 2 weeks from now, she says. The next thread of words from my mouth weren't received well by Operator #38692 and the call ended with a new appointment for Saturday. Not ideal. There is a kid's soccer game that day and I have other plans, but let's get this thing fixed. 8-12 it is. Saturday.

At 11:30 on Saturday I have missed a soccer game and still have to wash Cheerio bowls by hand. I call the Maytag Customer Experience one more time.

"Well Mr. GVB we show that there are three appointments still ahead of you."

"So, 8-12 means what again? Are you in a different time zone than me? Is Maytag based in Hawaii?"

"He'll call when he's 30 minutes away. Thank you for calling the Maytag Customer Experience."

At 1:45 I have to leave the house to deliver kids to their Beading Customer Experience so I call to make sure I won't miss my mystery date.

"Well, you're scheduled from 1-5, so it could be anytime between now and then."

"Noooo. I was scheduled for 8-12."

"Well then someone changed it, because I only show the one appointment."

"You have to be fucking kidding me with this shit."

"Is there anything else I can do for you today sir?"

"The phrase 'anything ELSE' implies that you have done anything at all for me. Which you haven't."

"Thank you for calling the Maytag Customer Experience."

So here is what I have learned about buying appliances. You don't buy them from a store. We chose Big Box Store A because they had a good rebate deal going and the guy we talked to was nice. But we could have bought them from anywhere. The store doesn't stock anything, deliver anything, fix anything, or take responsibility for anything. Nor does Maytag deliver anything or stock anything. They sure as hell don't fix anything. The people they sent out to repair the dishwasher could be sent by any of the local Big Box stores. So when Super Nice Guy Repairman is in my kitchen, I can't really take my anger out on him, can I?

So I suck it up, turn on a football game, open the last summer ale in the fridge and sigh. I really just want a functional dishwasher.

Notre Dame lost to Michigan State, by the way. So there's that upside to the day.

Oh, I almost forgot. Super Nice Guy Repairman couldn't fix the dishwasher. The new float switch is being sent to The Shack overnight express and I have an appointment on Thursday from 1-5 to have it installed. I'm not optimistic that this will happen.

I have dishpan hands, and no Palmolive in sight.