Alliance is replacing my new Speed Queen

[mulls]

Hello friends
Those of you who have been following my new Speed Queen purchase know the washer had a bad vibration problem when spinning.I am glad to tell you they have agreed to replace it.
One reason I decided to go with the SQ to begin with is because it is a REAL American company that manufactures its products in America.I got a defective unit,no question about that,and am really glad they have decided to stand behind it.It is really nice to not have to talk to someone overseas in customer service-I got an immediate and professional response from them,and after a few e-mails they agreed to replace it.I even sent some pictures of how it had "walked"while spinning-it was important to my wife and to me that they did not think we were just jerks-I am not sure they don't anyway-but are going to do the right thing.I will keep you all informed...Tom

 

[tlee618]

Tom, thanks for the update, it is so good to hear that they are going to stand behind the machine. Be sure to keep us posted.

 

[gansky1]

Good news! I've found that clear, reasonable expectations that are clearly communicated without hostility usually will go much farther than screaming and jumping around like a nut.

They either "stand behind" the machine in principle and replace it or literally come over an stand behind it and hold it while it spins...pretty easy choices ;-)

 

[mulls]

Exactly right!

Gansky,that was well said.I strive to present my wants with reason and courtesy,and almost always get the same in return.Certainly did this time.People tend to only talk about bad experiences,but I try to say good things when they are due.I of course will keep you all updated on the replacement machine.As I said in an earlier thread,they have,on later machines,used softer shocks and a more flexible door gasket.I hope this has corrected the vibration problem-we really like the machine.Also,the dryer is FANTASTIC.
Tom

 

[mrb627]

Great News!

This is GREAT NEWS! I always liked the Speed Queen machines. Glad to hear they stand behind their products.

When are they planning to make the switch?

MRB

 

[mulls]

Soon

The last message I got from them-last week-said the swap would be done soon.The current machine is usable if watched.We placed a thick rug between the washer and dryer-hanging down between them-so the washer wouldnt beat up the dryer before we could get to it.A funny story-my wife is 110 lbs-the 260 lb washer began to "walk"out from its place and she decided to try to stop it!Not good.
Tom

 

[mrb627]

Control Panel

Perhaps before they show up to swap them out, you can expose the control panel and snap a few pics for us. I would love to see the inner workings of the console.

MRB

 

[djmjlcst]

Good Service!

Hi Tom,

Glad to hear that Alliance/Speed Queen is replacing your washer! I hope the new one meets all your expectations! I just replaced the water pump, belt, and brake pads on my 1983 HA7001L top loader. It works fine now! Hopefully for another 5 or 10 years! I really love their machines and like you stated they are American made! Also glad you were able to talk to a REAL person and not some voice recording - we all know how THAT works don't we? Hope you had a great Thanksgiving! - Mike

 

[paulg]

Well done

A great case where the customer and manufacturer work together.
When I purchase a product, customer service is a HUGE deciding factor. Sounds like SQ has its act together. Glad to hear it.

 

[mrb627]

How is it going?

Tom,

Did your SQ get replaced? Have all issues been resolved? Inquiring minds want to know.

MRB

 

[mulls]

replacement SQ

Hello friends,
To all of you who have been following my SQ story,the new unit will delivered Tues.morning.To bring everyone up to speed,my washer has severe vibration problems.SQ wanted to modify it,I refused and asked for a new machine.Apparently they were aware of the problem,and letting the retailers sell the defective units anyway.The later production units are supposed to be better.They claim the door boot is too stiff,as is the suspension,on the early big window units.On the upside,the washer is built like a tank,and the dryer is nothing short of fantastic.Plus their customer service is responsive and very professional.We have been able to use the washer,it just cant be left unattended while spinning.The water level on wash is very low-Thank you Washington-but the machine cleans adequately.With a slightly higher water level it would be great.I will report to you all late next week,I will be gone when the new unit arrives and wont really know till Thursday what it is like.
Tom