Maydone Appliance Repair

EDIT: We have now passed 6 months. I've had about 5-6 more visits from various techs and I still do not have a working machine even though they have replace part after part after part. They just told me on the phone that they have "just opened a ticket with Whirlpool about the repair." SIX MONTHS LATER. They do not follow up, there has been one excuse after the other, they have replaced tons of parts and the machine still doesn't work. In fact it's probably worse than when they started. I'm not sure that they are honestly qualified to work on these machines if they are just NOW opening a ticket with Whirlpool support. You would think that they should have been in contact with them since the beginning ...

I have a KitdchenAid under counter ice maker that keeps going into a clean cycle and locking up when it does. First visit the technician didn't really look at much and said that the main board needed to be replaced. The parts were ordered and they took 6 weeks or so to arrive. He came and installed the new board and told me that it was working perfectly and left. When I looked at the machine it was not working at all. It turns out there was a drain cap missing and according to the manual the unit will not run without it. I called back about it and told them. He apologized and said he would order a replacement cap. The cap was in there before his first visit and could not be found anywhere so not sure what happened to it in the first place. I was not happy that I was told it was fixed and working perfectly when it was obvious it was untested and in fact was not even possible to be working due to the missing cap. Strike 1.

6 weeks further down the road the cap comes in and the same technician came back. I asked him to please make sure that the unit was indeed fixed and working before he left and he agreed. We fired it up and he left to do another call and checked back a couple of hours later. It was making ice, but once the machine was put into a cleaning cycle (I requested that he test this as well) it would stick and never get back to making ice, in other words it had the exact same problem as it always did. This technician told me he didn't know what else to try and said he would ask other technicians to look at it.

A couple weeks later a pair of other technicians came to look at it. Apparently these two did a lot of the fridge repairs and such. They spent a couple of hours ripping the machine apart (and finding "extra" screws and other parts that were left loose in the machine that were probably uninstalled by the previous technician). They could not find any issues, but they could reproduce the same issue that I had since day one. I suggested that maybe they should phone KitchenAid support as a previous company that attempted the fix did that and their phone technicians walked them through a few things to try. They said that they had to leave but they would phone that support and get back to me right away.

Several more weeks pass with no response from Maydone. Then I get a call from someone following up asking me how the ice maker was working and to make sure I was happy with the repair, so it seems like they just closed out the repair without actually making anything work. I let them know that it still didn't work and the person on the phone was very surprised when I told them what had happened on the previous repair. None of this was noted in my records at all. I said that I was unhappy and at this point I would like to speak with a manager and get a refund since the repair as not completed correctly THREE TIMES IN A ROW and that I didn't have confidence that they were able to do the repair. The person on the phone told me she would get someone to contact me right away.

2 more weeks pass and I got a phone call this AM from the same phone person who said would pass it up to a manager. She asked a bunch more questions about the issues with the machine and was making notes on it this time (finally, I suspect that none of this ever went into their system). The only answers I got were "I will contact the technician and call you back" ... so here I sit an hour later and no callback. No working appliance, I've spent somewhere around $800. I started this process with them in June and right now it's mid October and I'm both out the full $$ for the "repair" and still don't have a working unit. I've asked several times now for a refund since the repairs were not done and this request has been met with "let me call the technician" or "I will pass this to a manager" each time but went no further. I'm fully expecting a call in a couple of weeks asking me how my unit is working and if I'm happy with the repair (again, for the third time).

I can't express how disappointed I am, especially after reading all the great reviews here. So maybe this company is good with some stuff, but that has NOT been my experience.