Thread Number: 59387
/ Tag: Modern Automatic Washers
Speed Queen AWNE92SP113TW01 Impressions(Sorry Long Post) |
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Post# 819855 , Reply# 1   4/18/2015 at 09:22 (3,268 days old) by joeypete (Concord, NH)   |   | |
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Post# 819865 , Reply# 3   4/18/2015 at 10:39 (3,267 days old) by ea56 (Cotati, Calif.)   |   | |
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This post and others that I have read about new owners experiences with Speed Queen does cast some doubt about the quality of their products and most certainly about the quality of their customer service. This isn't the first time I've read about people having problems with the idler pulley on a brand new machine. Doesn't say much for Speed Queen quality control. I sure never have had any problems like this with my GE. My GE has a stainless steel tub, I certainly didn't have to remove polishing grease from the tub before I could use it, and neither should any new Speed Queen owner have to do this. Just another example of low quaility control on Speed Queen's part.
This post was last edited 04/18/2015 at 11:07 |
Post# 819871 , Reply# 4   4/18/2015 at 11:25 (3,267 days old) by combo52 (50 Year Repair Tech Beltsville,Md)   |   | |
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As I SQ Dealer I am going to say this is mainly a CUSTOMER PROBLEM, you should of just kept using the washer and if the noise persisted called for service after a few weeks, a lot of SQ TL washers have a rattling sound associated with the idler pulley that goes completely away after a little use, ALSO there was no reason to be pre-cleaning the washer tub, there is nothing on these machines that will harm your laundry. We have delivered and installed over 400 SQ TL washers and never had any problem with anything getting stained or ruined from the factory coating left on the washers basket.
I will also say your DEALER did not handle your concerns well, but in the long run this dealer and SQ are better off without you as a customer, you can't please everyone I would suggest a new pair of Chinese Samsung's, Good Luck. |
Post# 819872 , Reply# 5   4/18/2015 at 11:41 (3,267 days old) by logixx (Germany)   |   | |
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Post# 819888 , Reply# 9   4/18/2015 at 14:32 (3,267 days old) by mrb627 (Buford, GA)   |   | |
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Post# 819956 , Reply# 11   4/18/2015 at 23:01 (3,267 days old) by stainfighter (Columbia, SC)   |   | |
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Post# 819965 , Reply# 12   4/18/2015 at 23:59 (3,267 days old) by murando531 (Augusta, Georgia - US)   |   | |
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Just make sure any videos you took of the issue are "indeed real". *points awarded to anyone who gets the reference.
To hear it from John (combo), ANY issue had with ANY machine is instantly user/customer fault entirely, and you should just deal with the fact that you paid for a $1000+ machine/machines, even if it is screeching and banging like a prison inmate, and that the company should "have never" replaced any parts on it in the first place. Not sure how that can be considered customer service in any capacity, and if it is, perhaps that's why there are so many problems with the appliance industry nowadays. I'm sorry this happened to you criswan, and I know how difficult and frustrating it is to battle with a company over something like this, especially when the machines practically still have the smell of the foam and cardboard on them that contained them. I must say I'm disappointed to hear how SQ handled the situation, because it wasn't professional at all, especially considering that I don't really think they have the room to just throw customers away in the heat of competition with the leading companies. You'd think that if an obnoxious noise like that is such a "common" issue with a brand new machine out of the box, they'd maybe figure out a way to "break it in" before the customer has to endure it. I'd be embarassed to show my family a beautiful new machine that I'd hyped up so much, only to have to explain why it sounds like it does, and have to say "oh, it should go away in a matter of days, or weeks, maybe months, but it's 'supposed' to go away". Hopefully the Kenmores turn out to be a great replacement, and I'm sure everyone here including myself will be eager to see how they turn out, being such a recently launched product design. Good luck with everything! |
Post# 819978 , Reply# 13   4/19/2015 at 05:41 (3,267 days old) by arbilab (Ft Worth TX (Ridglea))   |   | |
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Marty Moose voice: "Sorrrreee, ahug ahug ahug".
There's no skuse (Ricky Ricardo voice) for shipping new machinery making apocalyptic noises. You don't tell customers "wait and it will go away", you tell engineering to fix it so it doesn't ship that way. How big a 'DUUHH' is that? There's also no skuse for laundry machinery requiring cosmolene coating to A) not corrode in shipment and B) require the enduser to remove it. In my entire 60yr 'career' with appliances I've never heard such a thing. I think Speed Queen is taking the "Queen" part too literally. ESPECIALLY when their official response to a customer complaint is a blame/threat. What, like "Buy our shit because it doesn't stink and if it does it's your fault"? That's as good as Whirlpool's "We own or import most junk you can buy so it's our junk or the highway". Or GE's "Don't come whining to us, we just lease the badge". Or.... Or.... RE: membrane switches. My 33yo microwave switch panel still works perfectly. It's not the concept, it's the execution. |
Post# 819995 , Reply# 16   4/19/2015 at 08:35 (3,267 days old) by mrb627 (Buford, GA)   |   | |
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Before the tech had a chance to repair the machine, the OP went on the attack on FB, GW, and finally here. Not the best way to get satisfaction from any situation.
Additionally, your salesman should be terminated for ever revealing an account of an internal discussion between a vendor and her company. MRB |
Post# 819999 , Reply# 18   4/19/2015 at 09:10 (3,267 days old) by pierreandreply4 (St-Bruno de montarville (province of quebec) canada)   |   | |
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well said and i would say that if the machine had a defect from day 1 when the op recived is machine that it should be speed queen responsabilaty to replace the machine at there charge so why should the op be force to spend some $$$ to buy a new machine when they should simply replace the washer for a full functuning model the same as he have now
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Post# 820006 , Reply# 20   4/19/2015 at 09:53 (3,267 days old) by stricklybojack (South Hams Devon UK)   |   | |
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You *demanded* the machines get fixed in 'one go' and they weren't? It took two? You don't see how the question isn't that you're a for profit business, but rather that you are using the machines well beyond the average consumer with you rescue operation? Really? I agree that one expects prompt service when one pays a premium and it bothers me as well that companies don't seem interested in finding out what is wrong with their, in this case, new to the market product..from what is i believe a new (or at least expanded) production facility. Sounds like you were more than just a little PO'ed from the get go. This reminds me to treat the people on the other end of the line with respect for best results, cause i loose it too with hopeless customer service snafus over shoddy products, often at my own expense. All that said i may have misunderstood your story, and i don't like it myself when the company seems more interested in wriggling out of doing something, and in the process spends far more time and money than simply working smartly from the get go to fix the situation for the customer. Best of luck.. |
Post# 820008 , Reply# 21   4/19/2015 at 10:07 (3,267 days old) by combo52 (50 Year Repair Tech Beltsville,Md)   |   | |
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I Stand by my comments completely in my earlier post.
Yes the dealer should have fixed the noise issue quickly, the dealer was obviously not experienced in selling and servicing SQ washers and dryers,
BUT as the customer you should have let the dealer and their service people fix the problem, THERE is no promise that a new machine will always be perfect, going on FB, calling SQ, and even going on AW makes you look bad and differently someone who no one would want to ever deal with. There is a social expectation that you give people a chance to make things right before you go on the war path. After all no laundry was piling up as a result of this minor noise.
As a SQ dealer that has sold around 500 SQs [ 100 TL, 50 dryers, 50 FLWs ] we have never taken a machine back, I WOULD take one back in a minute if it had a serious problem that could not be fixed quickly, but that would never include the matching dryer that was working perfictly and we would exchange the faulty washer for another SQ washer.
If you buy a new Toyota [ which is far more costly than a new W&D ] and the front brake makes a funny little noise from the time you take it home do you think they will give you your money back so you can go buy a Ford.
The dealer you bought your SQs from couldn't be all that great [ there is no nationwide appliance seller that has a great reputation in the first place ] as you went to Sears to buy the next set of machines. This time you fell into one of the biggest consumer ripoffs by purchasing a third party four extended service contract. Appliance service contracts are riddled with exclusions and conditions that often lead to frustrating delays in getting problems corrected by competent repair personal. But Square Trade is happy with you [ for now ] but don't be surprised if after you make a few claims you get a letter from them and a partial refund for the policy stating that we no longer offer the coverage you are seeking in your area or some other such nonsense, LOL.
Andrew, I do applaud your decision to have two sets of washer and dryers for the amount of laundry you are doing. I would be careful worrying about the washers cycle time so much however. The short cycles that many newer Hi Efficiency machines offer are for very small lightly soiled loads, but if you are washing bedding etc from dogs and people alike you need to use at least the full normal and better yet the Heavy Duty cycles.
Good Luck With the New Kenmore's, please give us a review of them in about 6 months if you still have them.
John L. |
Post# 820009 , Reply# 22   4/19/2015 at 10:10 (3,267 days old) by golittlesport (California)   |   | |
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Consider LG front loaders. I recently got the 3570 washer and love it. LG has a good record for few repairs. Front loaders excel at washing items like blankets and rugs. The turbo wash feature would be great to spray the dog hair off their blankets, and you can add up to three additional rinses. There is a sanitize cycle should you ever need it. Both machines are quiet, fast and efficient.
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Post# 820016 , Reply# 23   4/19/2015 at 11:10 (3,266 days old) by mrb627 (Buford, GA)   |   | |
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Well yes. My comments on the Whirlpool aren't directly on their Facebook page, nor was I expecting Whirlpool to KMA afterwards.
I too took delivery of a SQ set and had problems with my dryer. Guess what, it took two tries but the issue was resolved and my SQ machines are running solid. And for sheeple, to complain about a whirlpool built maytag then in a knee jerk reaction run out and buy a whirlpool built Kenmore. You forgot to tell us that the salesman talked you into it Good luck with it and peace. MRB |
Post# 820035 , Reply# 28   4/19/2015 at 14:42 (3,266 days old) by stricklybojack (South Hams Devon UK)   |   | |
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In my recent experience buying a Speed Queen FL set, the issue of shipping was prominent.
A lot of things can go out of whack with rough or improper handling. One dealer said he would not ship the SQ Imperials on his website because of past issues Of damage. Speed Queen themselves urged me to buy locally, from an authorized dealer only, when I contacted their customer service. Too late as I had already bought from an authorized dealer online and a half a country away. I am glad we went with the FL model as it seems most issues I read about concern the TL model. This post was last edited 04/19/2015 at 16:24 |
Post# 820049 , Reply# 30   4/19/2015 at 16:04 (3,266 days old) by combo52 (50 Year Repair Tech Beltsville,Md)   |   | |
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I meant to say in my last post that we sold 400 TL SQs approximately 50 dryers and 50 FL washers for a total of around 500 machines since we have been selling SQ over the past 8 years.
[ henene4 my comparison to a new car is a good one, SQ only pays $80 to $100 for a completed warranty repair, whoever came out and tried to repair the noisy washer will not be paid anything from SQ, unless the customer signs off on a properly completed repair. Note to all posters on AW, I and a lot of other people, seldom read or respond to people that do not put a name in their profile ]
Hi Andrew, I don't know of any small business that is in business to bend over backwards and kiss your A.., that is not selling something that is very overpriced, you have little knowledge about how the world of business works. Yes if you are fool enough to spend $2000 for a coffee machine that costs about $100 to manufacture, you might expect them to send you a free machine when it craps out and maybe even some free coffee, LOL.
When a new set of SQs leave the factory Alliance has $700 or $800 invested in them, then transportation costs distributor and dealer markup and delivery make up the rest of the cost you pay. There is little room for a.. kissing, unless you want to start paying $5000 for new washer and dryer pairs. The dealer had to eat the exchange costs, the only good news is that someone will get a slightly reduced price on a great washer and dryer that will likely never give them a problem for years to come.
John L. |
Post# 820073 , Reply# 32   4/19/2015 at 19:40 (3,266 days old) by Frigilux (The Minnesota Prairie)   |   | |
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Now that I've cleaned the spray of coffee from my monitor, desk and keyboard, I nominate John's comment as the best corporate slogan ever.
"Speed Queen: Better off without you as a customer!"
Face it kids, as SQ burrows deeper into the consumer market, the number of complaints will increase. SQ/Alliance tends to get 'pedestal' treatment around here and we're sometimes quick to excuse things which would elicit howls of disdain were the companies Whirlpool, GE, or LG. We point to every bad consumer review of GE, LG, Whirlpool, and Frigidaire/Electrolux---companies that sell orders of magnitude more residential units than SQ---as proof positive they are terrible companies producing nothing but substandard products. Poor user reviews for SQ are chalked up to impossible-to-please customers who don't understand that squealing tub brakes, noisy idler pulleys, greasy tubs, poor rinsing, and knocking sounds during agitation are simply to be expected with SQ washers.
Having said that, if their front-loaders sported internal water heaters---allowing for a profile-wash Sanitize cycle---I'd certainly consider one for my laundry room. As John has pointed out they're easily repairable, solidly-built washers with a potentially very long lifespan.
Speaking of pedestals....now that SQ has tamed the vibration issues with their front-loader, they should offer a pedestal for it. This post was last edited 04/19/2015 at 22:22 |
Post# 820097 , Reply# 35   4/19/2015 at 21:38 (3,266 days old) by kb0nes (Burnsville, MN)   |   | |
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My take on this story is that expecting a replacement of a major appliance over what is likely an easily repaired / minor issue is a bit over the top. The OP compared the return of the washer to a coffeemaker, an iron and a vacuum, all of which are far easier logistically to return if there is an issue. All those mentioned items likely have a larger profit margin then a SQ washer too. This is a case that should have been handled by competent service from the dealer and a bit more tact from SQ itself along with a bit more patience from the customer in my opinion.
Of course I do understand the view that all of us who just shelled out a bunch of money just want perfection. But the flip side is the dealer doesn't have the resources to eat problems like these often and stay in business. I used to sell high end telescopes and we had a few that had issues where the customers expected full returns or exchanges on a $2500+ special ordered item. We weren't a servicing dealer and it isn't our responsibility to honor the manufacturers warranty in any manner. We did make calls to the manufacturer and even offered to provide the return shipping, none of that mattered, the customers still expected to just get another. In some cases the customer isn't always right, the MN attorney general sided with our shop. Companies like Target and Best Buy etc have very lenient return policies and it has become very common for people to just demand a new item. With small ticket items there is enough profit that big retailers just eat it as part of doing business. This is another instance where small business can't compete with the large retailers. Since Speed Queen generally isn't sold through any big retailers, I don't see this changing soon. But as Eugene mentioned, SQ's customer relations skills need to step up a bit if they are going to be successful with residential sales... |
Post# 820106 , Reply# 36   4/19/2015 at 23:00 (3,266 days old) by Mtn1584 (USA)   |   | |
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Oh the quiet whirl of a Kenmore....... Wait till you need service from SEARS!!!! And you will!!! Hahahahahahahahahahahahahahahahahahahahahahahahahahaha probably sooner than you think!!! The quiet whirl of a Kenmore!!! Hahaha |
Post# 820277 , Reply# 41   4/21/2015 at 06:02 (3,265 days old) by arbilab (Ft Worth TX (Ridglea))   |   | |
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My 86 Toyota came with a 'ticky' noise from the dashboard. No way to extrapolate that into a "reliability issue" but the dealer nonetheless took the entire dashboard apart looking for it, no argument. All I did was ask if they could look at it.
It still does it intermittently. Actually, from the manual a rubber overlay is missing from the radio buttons and that is what leaves the buttons free to 'tick'. Yes I still drive the car and it has been PHENOMENALLY reliable. ZERO major repairs and it was the first quarter production of an entirely new platform. HOWEVER if it came with grinding noises from the transmission, I wouldn't be placated with "oh they all do that, just wait". Would I go to 'social media'? Well, it hadn't been invented yet. But neither had manufacturers saying "oh they all do that, just wait". |
Post# 820302 , Reply# 42   4/21/2015 at 09:44 (3,265 days old) by pierreandreply4 (St-Bruno de montarville (province of quebec) canada)   |   | |
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My advice to you would clearly be to write your dealer a complaint letter that you send by email if your dealer has a website listing sped queen products and that in the email you put in cc all your friends and family, and if it was me and my mom in your situation and notice this when the machine was install i would of exchange the machine on day 1 fort the same model but request they send us the store demo they show on the store floor.
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Post# 820310 , Reply# 43   4/21/2015 at 11:49 (3,264 days old) by mrb627 (Buford, GA)   |   | |
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A caution on accepting a floor model. The TL machines require a quantity of water be added to the tub prior to machine operation. If a floor model has been plugged in to demo the controls, there is a HIGH possibility that it may have been operated in SPIN ONLY fashion which could cause a problem later on.
Malcolm |
Post# 820320 , Reply# 47   4/21/2015 at 13:06 (3,264 days old) by mrb627 (Buford, GA)   |   | |
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Wish there was a way to determine what washers are the Missing Washers which somehow managed to get overlooked during assembly...
Malcolm
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Post# 820377 , Reply# 50   4/21/2015 at 20:32 (3,264 days old) by Frigilux (The Minnesota Prairie)   |   | |
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John (combo52) has helped countless people here with appliance repair issues and I enjoy his strong, sometimes strident opinions. No one appears to have a problem firing back if they disagree with or feel slighted by his posts. God knows we've had a few heated exchanges over the years, but I always find his posts great value-for-money; the occasional jaw-dropping pronouncement startling (and often entertaining). |
Post# 820405 , Reply# 51   4/22/2015 at 04:19 (3,264 days old) by mayfan69 (Brisbane Queensland Australia)   |   | |
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Nice response Eugene to what appears to be a personal attack on John and his business.
I too have found John to be extremely helpful with appliance knowledge and even though i disagree with his views on vintage Maytags, I respect his views. He's even gone out of his way to send me Maytag parts and we have spoken on the phone several times. Both my partner and I plan to visit him (and others) when we travel to the US and Canada next year. Henrik: I found it interesting that you mentioned the 'negative' reviews while only making a 'throwaway' comment about the positive reviews that Eugene has now copied in. Just because he doesn't have a personal facebook page or his business has an 'empty' FB page means very little....I've befriended many washer repairers here in Australia who are of John's maturity and have been in business 30+ years: and they don't have FB pages etc....and it certainly hasn't hurt their businesses. I would trust someone like John who has been a washer repairer for many years, knows the intracacies of these appliances and knows how they've been built, as opposed to a few 'armchair critics' of this site who have near to empty profiles. |
Post# 820448 , Reply# 55   4/22/2015 at 11:55 (3,263 days old) by pierreandreply4 (St-Bruno de montarville (province of quebec) canada)   |   | |
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Washer111,
sure i wash clothes in warm water and use hot water for bedding but there are time i need to set the wash tempature to cold water because there are certain things that need to be wash in cold water, and also washers of today are not like there where back in the 1950 and 1970, and unless going back or finding a vintage washer with true wash rinse temp no dumb down tempature we can not porevent the additon of dumb down wash rinse temp unless the washer manufacturer offered us a switch option before the washer that we toggle true wash rinses temp or default act wash rinse temp other wise we can only use or judgement |
Post# 820874 , Reply# 56   4/25/2015 at 07:36 (3,261 days old) by Frigilux (The Minnesota Prairie)   |   | |
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Dropped by the local Speed Queen/LG/GE/Whirlpool dealership to look at televisions, but was distracted by the new SQ models. The size of the SQ display has increased since I picked up an AWN542 there in early 2014. There were two front-load sets (one side-by-side, one stacked) and four top-loaders (two electronic, two with traditional controls).
Love the look of the sleek electronic panels on both types of washers and the cycle flexibility now available on the front-loaders. Hadn't noticed before that all the controls for the stacked set are located on the washer. The electronic controls do seem a bit cramped compared to those on other brands, whose controls are more spread out over the console. Was fun to finally see these smart new models in person. |
Post# 820881 , Reply# 57   4/25/2015 at 10:15 (3,261 days old) by mrb627 (Buford, GA)   |   | |
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Post# 820890 , Reply# 59   4/25/2015 at 12:07 (3,260 days old) by Frigilux (The Minnesota Prairie)   |   | |
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Post# 820896 , Reply# 60   4/25/2015 at 13:35 (3,260 days old) by mrb627 (Buford, GA)   |   | |
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I decided to face my fear and ventured into my dealer to see what's up. They had just gotten the new top loaders out on the floor last week. Front loaders are on back order for 4-6 weeks so they didn't have them yet. I like the TL set. No purchase made today.
Also learned that the sensor for the electronic dryer is on the front bulk head at the 3 o'clock position. I did comment that the LG's are gone from the sales floor. Too many returns. Not a Korean machine left on the sales floor. All they had was Whirlpool, Maytag, GE, and Speed Queen for laundry. The agi-peller machines are funny looking. All three models of the cabrio were lined up and plugged in for touch pad demo. Frankly, the Kenmore version of the cabrio would be a better choice. Malcolm Malcolm |
Post# 828912 , Reply# 63   6/21/2015 at 15:31 (3,203 days old) by foraloysius (Leeuwarden, Friesland, the Netherlands)   |   | |
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Post# 851237 , Reply# 69   11/12/2015 at 15:49 (3,059 days old) by washman (o)   |   | |
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Dual Exhaust. Pardon me whilst I collect my finders fee from Speed Queen. |
Post# 851265 , Reply# 70   11/12/2015 at 19:07 (3,059 days old) by combo52 (50 Year Repair Tech Beltsville,Md)   |   | |
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Congratulations on your new washer, however I will take issue with your comment that there is a difference in " build quality " as there is absolutely no difference, not a single part is any different in any way, unless you equate having one more plastic knob on the control panel as better build quality. |
Post# 851391 , Reply# 72   11/13/2015 at 11:31 (3,058 days old) by DADoES (TX, U.S. of A.)   |   | |
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Greetings, Jerry. I don't recall which model you have ... GWL11? Just adding for the record (I'm sure you already know) the soak time can be reduced to 1 hr with the Time Saver option (although all the rest of the cycle phases are also halved for time). Soak can also be moved along manually after any desired time by pressing the Advance button. The soak function on my older GWL08 runs all the wash time of the selected cycle first, then the soak phase, then drains the wash water and continues with rinses and final spin. It agitates five strokes every minute during the soak period. My IWL12 has two soak options. The standard 2-hr (or 1-hr) soak (which runs a few minutes more agitation before draining, different than GWL08) and the Stained soil level selection which includes several (three or four) shorter soak periods during the wash phase. Also, interestingly, the programmed Sports/Shoes cycle has a 15-min soak during the wash period. |
Post# 851474 , Reply# 74   11/13/2015 at 18:07 (3,058 days old) by DADoES (TX, U.S. of A.)   |   | |
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