Speed Queen Front Load Washer Help

[rp2813]

There's always your local newspaper's "Action Line" column, if they still run one, or a local TV station's consumer-focused segment of their newscast, if any of them devote time to one, but you really don't have that kind of time to waste waiting for results.

 

I'm not a "twit" and I don't do Facebook, but as Malcom stated above, those have proven to be effective and relatively instantaneous methods to shame those who are behaving badly into quick remediation.

 

Still, the first thing you should do -- if you haven't already -- is contact SQ directly and keep escalating until you get results to your satisfaction.  If it's not your nature to be a squeaky wheel, put your best game face on and start playing some polite but serious hardball.  The situation your local dealers and servicers have placed you in is truly unacceptable, and that is why you need to go over their heads and take your issue to the source.

 

[runematic]

We are a Maytag dealer. We are a "self-servicing" dealer. That means when someone calls that bought elsewhere, I do not have to service that product and sometimes it means if I do an unauthorized warranty job on something not bought here, I don't get paid. The reason that a lot of dealers/servicers turn down warranty work is that the amount of money they receive back from the company is pitiful. Warranty work does not pay. Also, since we service what we sell, it's a reason to buy here. A big box store here was telling customers that we did all their warranty work and to just buy from them since the prices were cheaper. This was total BS and I called the appliance manager and gave him a nice talking to. There were a few upset people that had appliance problems and I wouldn't do the work. One person said "but Lowes said you'd do it." You know my response "CALL LOWES!"

For the OP, SQ should be able to set you up with an authorized service center. I understand why the dealers would put you off though.

 

[iheartmaytag]

I understand the reason you refuse warranty work, because of the low reimbursement rate from the company.

My contention is: The way to build a customer base and entice someone to come to or return to your store is not by telling them to go elsewhere, be rude, or hang up on them. I promise you I won't beg you to service my appliance, but I won't darken your door when it comes time to replace it either. Spend 10 extra seconds on the phone to explain that service is offered by ___________, for items purchased at big box stores, and maybe even offer a phone number. This makes you a nice helpful repair person.

Apparently the company puts you, the independent, in a bad position where you then have to practice good customer service.

 

[yogitunes]

as for any dealer...service it, don't service it.....it your reputation....and in todays world, its not a local thing.....

as Ralph mentioned....facebook, twitter, internet goes world wide.....are you on Angie's List?....with bad input!.....word of mouth has expanded

like it or not, people will read and judge for themselves....reason to shop, or reason to stay away!

 

[jkbff]

It all depends if these people have contracts with the distributors or with the manufacturers...

I can order GE/Monogram/SpeedQueen all day long from one of my distributors... I'm not an authorized retailer though.

That is the way a lot of these places are. They can get their product from a distributor and sell it but they aren't authorized by the parent companies... Most places will service what THEY sell but not what others sell because they won't get reimbursement. They made the profit off of the original customer to cover the warranty labor, the parts are still replaced under manufacturer's warranty.

The difference is if they have a signed agreement with the manufacturer authorizing them as a retailer. They still order their products from the same distributor but they are an authorized center and will get reimbursed labor rates and discounted parts etc.

A place that has an agreement with the manufacturer will never turn away service on a product from that manufacturer regardless of where it was purchased. They would have their flag pulled if the company found out!

 

[jkbff]

Case and point: We always purchased oreck through a distributor, we didn't have a retail agreement with Oreck.

People bring their orecks in for service that have the forever or 21 guarantee.. We never sold that model but we did their free/complimentary services on them and never got reimbursed. The reason we did it because after the second or third service, we'd show them the Riccar SupraLite and they'd trade it in. A few belts and a small amount of labor given away was always worth it when selling a product we are making profit on.

 

[davidblazor]

Speed Queen /Alliance has been informed

Good evening to all at AW.ORG. This morning as I was waiting to go to work I called SQ directly and told them what was going on and that I needed my machine serviced. After I had a short 15-20 minute conversation with Alliance/Speed Queen they were totally understandable and apologetic for the ring around the rosey. They gave me the numbers of two service contractors and gave me contact info on who to talk to once I got a hold of them. Funny enough the one service contractor is the same one that said had I bought the machine from them they could service it but since I didn't I needed to contact the dealer in Idaho. So today after work I went in to the dealer/contractors desk and Speed Queen had already alarmed them that I was coming and now they are willing to service the machine.

I was told by SQ that I was in the right machinery for my families circumstances. As most of us here know SQ is what is in the majority of coin laundries and we all know how that equipment gets treated ( BADLY ). The contractor/ servicer said that I would have to bring the machine to them because that was a shop job not a home job. They have to pull both drums out to replace the bearings; they explained how it was done but kinda hard for me to explain it here. I will be out of a machine for roughly 3-5 days and that is once they get the parts. By the time I get my washer back the laundry will be ceiling deep and I will never get caught back up. So on Saturday morning the SQ is going to the shop. On my way home tomorrow I have to stop by and give them the serial# and the model# for the machine, they have a copy of the sale receipt and said that was all they needed. The guy also told me that the repair job cost for this issue would be more the original purchase price of the machine.

I would like to say thanks to all who have put input on this subject matter. This is a excellent web site for issues like these. I would like to give you all a good laugh tonite; the Laundromat directly across the street from this shop is none other than a SPEED QUEEN mat all of their washers even the 50 pounders are SQ and I was told that they service all of those machines from time to time.

Dave

 

[ea56]

Im glad to hear that you are finally going to get Speed Queen to have a service provider make the necessary repair. However, it seems to me if the service provider said that the repairs would cost more than the cost of a new machine they could at least pick it up from your home and return it when the repair is complete. Better yet, if the repair will in fact cost as much as a new machine, why isn't Speed Queen just giving you a new machine? You have already been inconvienenced enough, what with a broken machine for several days and $53.00 spent at the laundramat.

 

[davidblazor]

cost of repairs/ new machine

I brought that exact question up to the shop/dealer. I was told that there would have to be repeat repairs on the machine and that SQ would not replace the machine with a new one even if I stepped back into a top of the line top loader. If I had the space in my home I would like to get a second washer and a Stack pair of dryers but that is just a dream, someday when I am rich maybe that will happen...lol

 

[ea56]

If the service provider has told you that there will need to be repeat repairs on your machine this would seem to me to validate even more that Speed Queen should replace the machine. And this certainly doesn't answer why they can't even be bothered to pick up and return the almost 200 lb machine in order to complete the repair. I thought that Speed Queen provided a 3 year warranty? I was seriously contemplating getting a Speen Queen front loader, due to our drought in Calif. Call me a Speed Queen heretic, but after reading about your run around on a 2 year old machine with serious repair issues, I don't think I will be entertaining that idea anymore.[this post was last edited: 12/3/2014-23:59]

 

[powerfin64]

this is not at all a important question

Im just curious about what laundry detergent
you use with the all laundry you do for your
family David? (It doesn't make any differance)

Im very pleased to hear you will be getting your
speed queen repaired! We all know how
important it is to us to have our machines in working
order when we need to use them.

I do find it odd they are going to charge
you a price more than the original cost of your machine
when it states on there website:
"3 year warranty parts and labor on all machines"
just doesn't sound completely right to me.

 

[rp2813]

Eddie, they didn't say that the machine WILL need more repairs.  They said only in the case that the machine did need repeated repairs for this same problem would a replacement be considered.

 

Dave, if you haven't been using "he" detergent, that could be a contributing factor to the bearing failure.  Too much suds can cause bearings to fail on a front-loader prematurely, perhaps even on a commercial grade Speed Queen.

 

I'm glad you managed to get SQ to arrange for repairs.  It's understandable that the servicer would prefer to perform such a big job at their shop, although it's an inconvenience for you.  I hope your machine won't need further repairs for many years to come.

 

Ralph

 

[davidblazor]

SQ Warranties

Speed Queen does have a 3 year warranty on parts and labor. But I was told that the warranty on a front loader is different than that of a top loader not sure why. On some things there is a 3 year (Parts and Labor) than there is 5 years on certain parts and 10 years on transmission, and tubs. The different warranties are in the owner manual.

I am not here to make people turn away from SQ as I have had Speed Queens in my home for a long time and have been impressed with their machines. My 1st washer was the AWN 432 model nice machine with all the bells that our home needed. We have always had the top of the line dryer but not sure of the model#. Please understand that I have 2 severly disabled young children and our laundry situation is not typical for a family of four. Our washer runs any where from 4-7 loads a day and on weekends sometimes as many as 14-16 loads a day. These machines have really in all honesty held up very well.

I have just been upset with all the run around trying to get the machine back in working order.

My favorite SQ washer's were the solid tubs with the bottle cap top agitators. Never owned one but used several in the laundrymats in the 1980's.

 

[powerfin64]

Thank you Ralph

I forgot to add "HE" to my question.
It IS important if your not using the correct
type of detergent(HE or Non HE) for your Speed queen, as Ralph
stated.The brand of "HE" being used is what I was
curious about.

 

[rp2813]

Rich, my interpretation is that SQ isn't charging Dave for the repairs.  I think it was a hypothetical statement by the servicer about the retail cost of repairs being higher than what Dave paid for the machine new.  My guess is that it's still cheaper for SQ to absorb the cost of their own parts and reimburse the servicer's cost for labor than to provide Dave with a new machine.  If the machine was out of warranty, that would be another story with Dave looking at sky high parts and labor, and a new machine would be the cheaper way to go.

 

Does anyone know if SQ FL machines found in laundromats instruct to use only "he" detergent?  If not, I would think they'd be replacing a lot of bearings on them.  Either that, or SQ builds their FL machines in a way that higher sudsing detergents don't present a negative impact on the bearings like they do on the more flimsy FL machines produced by other manufacturers.

 

[ea56]

Ralph, my bad. I misunderstood the part about repeat repairs needed. I do agree that this kind of major repair would be best done in the shop. However, I don't think that it would be unreasonable for the service provider to pick up the machine and return it after the repair is complete, free of charge. Speed Queen should aborb this expense. I know that Speed Queen makes a good product, I'm just surprised that Dave had to jump thru so many hoops to get the warranty work authorized. But I guess if you aren't dealing with the dealer that made the original sale it is more problematic. I also understand that the number of loads that Dave does on a regular basis is really a lot more than the normal user would be doing. But I imagine thats why he bought a Speed Queen to begin with, because of their reputation for longivity. I am glad that the repairs will be made under the warranty. After all, when you spend the amount that Speed Queen charges you expect good service.

 

[alr2903]

Dave. I think there is truth in reply #44.    The  SQ authorized service dealer in this example may simply prefer commercial accounts such as the coin laundry across the street.  They are servicing this domestic SQ that they did NOT sell because Alliance SQ corporate has made them do so.  There is already a lot of foot dragging including haul it in yourself.. and I am guessing come pick it up and haul it home.  I wonder if the coin op across the street has to haul their machines to the shop?  Really?  Dave did you inform Alliance that they want you to haul the machine to them for warranty service? I would not do it. One last thought, did you make this purchase with a credit card? If you did use a credit card please call them and tell them this story. You may have a benefit you did not know you had.

[this post was last edited: 12/4/2014-03:26]

 

[mrb627]

What?

Has anyone even confirmed that bearing failure is the problem?

Malcolm

 

[yogitunes]

just a few thoughts.....

if this is a FLer...that means theres a possibility that two sets could stack in the place of traditional setups...that would allow two washers and dryers....

and all the more reason, even if space it tight...to go with a portable washer, something like an Avanti or MagicChef version, small enough to hide in a closet, yet can still wash a 12lb load, may not be the best for the amount you are washing, but better than nothing, it would get you through....look at the cost you have spent at the Laundromat, this would have paid for itself by now....and you always have a backup, or a machine for smaller quick loads....

surprised too that the servicer doesn't offer a loaner machine while unit is being serviced.......I must have lucked out, had my Neptune dryer serviced by a place I didn't buy the machine from, and they lent me another dryer to use until they got mine fixed...note: it was out of warranty and they still did this....

 

[davidblazor]

machine is being fixed under warranty

I am being charged no out of pocket expenses for the fix. When I spoke with SQ I explained the situation with the horrendous amount of laundry being done and asked if that voided the warranty and they told me no. The machine is in a singular family home and warranty would pick up the tab for the repairs. The repair shop said they would charge me a 100 dollars each way for travel so I am taking the machine to them.

As far as laundry products go we have to use TIDE W/Bleach due to MRSA in our daughters clothes. We also use BORAX, Clorox, and Downey. When using Borax there is no suds and we only use about 1/4th of a scoop.

As far as the Laundromat machines go their is no sign on the machines or in the mat regarding using HE Detergent.

I had to call the shop tonite with the Serial# and the complete model. They said it would take a day to determine what is wrong with the machine and order the parts from Portland and then another day to re-assemble the machine. I was also told bring some one with me to help get the machine off the truck as they have no one there to help.

As far as the purchase of the machine I just used plain ol' green cash 2350.00 for both the washer and the dryer. I purchased the queens because of their reputation and because they are in the majority of mats. If this machine gives up on me again anytime soon I will just go down to the Columbia river and beat the clothes with rocks...LOL

Dave