Our brand-new Whirlpool washing machine broke down less than 7 months after purchase. Four parts were identified as broken at the first service, and only two were available. It is now 5 weeks after the first service, and still no parts. Even worse, Whirlpool sent us to their only local service partner, but they do not honor their own service partner's commitment. To be specific, the service partner ordered the needed parts immediately after their first service attempt, but, to our shock, when we called Whirlpool 17 days after the first service attempt, Whirlpool told us they have to wait for 21 working days from the moment we are calling right then, instead of from their own partner's parts order date, since the partner didn't tell Whirlpool about the part ordering! No matter how we explained the situation, Whirlpool's associate and team lead just keep repeating their "policy". When we asked for escalation, the team lead said he is the top of the company, and he hung up on us. Throughout the whole conversation, no one said any words apologetic, and no customer caring was shown. As a result, we are still going to our neighbor for laundry week by week after 5 weeks, not knowing when the broken Whirlpool washer can be repaired or exchanged. We don't understand why the next step in their policy (exchange or reimbursement) cannot happen, even if their own service partner already told Whirlpool that the need part won't be available for another 30 days. Even worse, they insisted on counting the 21 days much later than the parts order date, even with clear explanation by their own service partner. Every call to Whirlpools customer service took 40 - 50 minutes to be picked up. And I couldn't find any other way to escalate my issue. Looks like Whirlpool doesn't care about the customer, nor even their own brand reputation. Stay away from the Whirlpool brand!