Ridiculous response from Whirlpool about Teflon

[apollosparents]

I have been shopping for a total kitchen make over for months and we were down to the models of appliances we wanted last week. Below is my email to prebuy shopping support/customer care about the interior of their microwave. Whirlpool is the parent company of several major appliance lines including Whirlpool, Maytag, Amana, Jenn-Air & KitchenAid. Please read my email to them and then read their response. I have no words to describe how I felt after waiting and reading their response:

My Email to them:
I am in the process of selecting new kitchen appliances for our kitchen remodel. We already have Whirlpool so I obviously went to you guys again first. I am interested in your OTR Microwaves but have a very important critical question that is ultimately a life or death situation. Your Microwaves state they have CleanRelease nonstick interiors. I need a 100% accurate answer to the following 2 questions:

1. Is the CleanRelease nonstick interior PFOA OR PTFE (Teflon) ?

2. What is the CleanRelease nonstick interior made of?

These questions are critical. We have many parrots in our home and heated PTFE/PFOA/ AKA "Teflon" fumes are one of the most deadly toxic substances to parrots in the home. It is probably equivalent to Cyanide in humans.

I will put my choices on hold until you get back to me. I hope you can be quick and accurate so we can move forward with the process of our kitchen renovation.

Thank you in advance for your assistance.

Michael

Here is their response:
Michael:
Thank you for contacting Whirlpool with your new product shopping questions! We appreciate your interest in our home appliances.

Unfortunately, we do not have any information on what the CleanRelease nonstick interior is made from or if it has Teflon in it.

If you wish to purchase an extended service plan agreement for any of your Whirlpool brand appliances, please do not hesitate to contact the Customer eXperience Center by phone for immediate support. Please have the complete appliance model and serial numbers readily available when calling to expedite your experience.

You are a valued customer and we appreciate your interest in Whirlpool appliances.

Did you know that Whirlpool offers a variety of accessories, cleaners, and installation items for our appliances? Information on our current line of appliance accessories is available on our website.

If you have any questions regarding a Whirlpool product, please feel free to call our toll-free number at (800) 253-1301. The Whirlpool Loyalty Team is available to assist you Monday through Friday from 8am-8pm EST.

Thank you,
e-Solutions Specialist
Whirlpool Customer eXperience Center

-----------------------------------------------

Seriously???? They (Whirlpool) Doesn't know what their product is made of? But they let me know I can buy an extended warranty? AND They tell me to contact them back if I have any questions?

That is SO CRAZY! We went a different direction and my Electrolux microwave, dishwasher and induction range will arrive soon as will our Samsung Food Gallery refrigerator. BUH BYE Whirlpool........

 

[Clueless]

Good grief! I have a Whirlpool microwave!

 

[apollosparents]

Good grief! I have a Whirlpool microwave!

Your probably OK unless it is brand new and even then you maybe OK since they haven't a clue what it is obviously. The clean release technology is fairy new to them. What is sooooo odd is Cleanrelease is a registered trademark. You would think they would know what is in there since they thought it was important enough to register it.

 

[Birdbabe]

I'm sorry sweetie, sounds like a generic response to me. I have a Maytag cook top/ oven. In the information contained , its had a warning to bird owners about burning off and not to use the self clean option.

 

[Clueless]

Your probably OK unless it is brand new and even then you maybe OK since they haven't a clue what it is obviously. The clean release technology is fairy new to them. What is sooooo odd is Cleanrelease is a registered trademark. You would think they would know what is in there since they thought it was important enough to register it.

actually bought it not too long ago . . . . never considered a microwave could be dangerous though.

 

[Kellie728]

Seriously???? They (Whirlpool) Doesn't know what their product is made of? But they let me know I can buy an extended warranty? AND They tell me to contact them back if I have any questions?

Honestly, doesn't surprise me. Not too many companies care about customer service anymore, they just want to make a buck. I can see why so many products are recalled these days. They are made quickly, cheaply, and without much thought. But to not even know what your product is made of is quite concerning.

 

[apollosparents]

I'm sorry sweetie, sounds like a generic response to me. I have a Maytag cook top/ oven. In the information contained , its had a warning to bird owners about burning off and not to use the self clean option.

Birdbabe,
I completely agree with what your saying but they did take 6 days to respond and took the time to personalize my email. I am sure they could have ran this question up the flag pole and got a better answer to what it is made of but the fact remains I told them it was life or death and they didn't care to figure it out before sending me a USELESS response which is why I am done with them. No response would have been better. ;-)

 

[apollosparents]

actually bought it not too long ago . . . . never considered a microwave could be dangerous though.

What is the model number on the microwave? I have done A LOT of research on all the new appliances so I can quickly tell you if it is "Clean Release"

 

[rocky'smom]

What is customer service? LOL LOL LOL

 

[Clueless]

What is the model number on the microwave? I have done A LOT of research on all the new appliances so I can quickly tell you if it is "Clean Release"

I'll look later and see if I can find that

 

[JLcribber]

I know all about dealing with Whirlpool. Just finished fighting with them for a number of months (that's another story).

They are a massively huge company. They don't give a crap about us as individual customers. Now if Ikea calls them for instance about something, that gets their attention. One lost sale means nothing to them.

We bought our appliances through Ikea. The only way we got any action from Whirlpool was to complain and be a pain in Ikea's butt. And this was for a legitimate problem.

You don't even have a problem. Sad.

 

[iamwhoiam]

Customer service has become an oxymoron with many companies.

 

[SueA555]

What useless information. Did they even read your inquiry?

 

[wildcrowboy]

I have been shopping for a total kitchen make over for months and we were down to the models of appliances we wanted last week. Below is my email to prebuy shopping support/customer care about the interior of their microwave. Whirlpool is the parent company of several major appliance lines including Whirlpool, Maytag, Amana, Jenn-Air & KitchenAid. Please read my email to them and then read their response. I have no words to describe how I felt after waiting and reading their response:

My Email to them:
I am in the process of selecting new kitchen appliances for our kitchen remodel. We already have Whirlpool so I obviously went to you guys again first. I am interested in your OTR Microwaves but have a very important critical question that is ultimately a life or death situation. Your Microwaves state they have CleanRelease nonstick interiors. I need a 100% accurate answer to the following 2 questions:

1. Is the CleanRelease nonstick interior PFOA OR PTFE (Teflon) ?

2. What is the CleanRelease nonstick interior made of?

These questions are critical. We have many parrots in our home and heated PTFE/PFOA/ AKA "Teflon" fumes are one of the most deadly toxic substances to parrots in the home. It is probably equivalent to Cyanide in humans.

I will put my choices on hold until you get back to me. I hope you can be quick and accurate so we can move forward with the process of our kitchen renovation.

Thank you in advance for your assistance.

Michael

Here is their response:
Michael:
Thank you for contacting Whirlpool with your new product shopping questions! We appreciate your interest in our home appliances.

Unfortunately, we do not have any information on what the CleanRelease nonstick interior is made from or if it has Teflon in it.

If you wish to purchase an extended service plan agreement for any of your Whirlpool brand appliances, please do not hesitate to contact the Customer eXperience Center by phone for immediate support. Please have the complete appliance model and serial numbers readily available when calling to expedite your experience.

You are a valued customer and we appreciate your interest in Whirlpool appliances.

Did you know that Whirlpool offers a variety of accessories, cleaners, and installation items for our appliances? Information on our current line of appliance accessories is available on our website.

If you have any questions regarding a Whirlpool product, please feel free to call our toll-free number at (800) 253-1301. The Whirlpool Loyalty Team is available to assist you Monday through Friday from 8am-8pm EST.

Thank you,
e-Solutions Specialist
Whirlpool Customer eXperience Center

-----------------------------------------------

Seriously???? They (Whirlpool) Doesn't know what their product is made of? But they let me know I can buy an extended warranty? AND They tell me to contact them back if I have any questions?

That is SO CRAZY! We went a different direction and my Electrolux microwave, dishwasher and induction range will arrive soon as will our Samsung Food Gallery refrigerator. BUH BYE Whirlpool........

This is insanity. Thank you for sharing this. I am currently experiencing the same incompetence with Cuisinart. Two different Customer Service Reps. have now separately confirmed the following, regarding a hot plate about which I inquired:
- it definitely does not contain Teflon
- it definitely does contain Teflon
It should be illegal for this to even be possible. But as it would probably cost them something to actually providing qualified customer support, I'm sure their preference is to penny pinch, and just pretend at it.
Best to you and your birds!

 

[CrazyOldBird]

It still has not improved... I just contacted Whirlpool via chat and had them send me a copy of the transcript.

Exclusively for Michael McKinley.
Below is the transcript of your chat session today.
==============================================================================
00:00:05 system : Your estimated wait time is 0 minutes
00:01:04 Amanda : Hello, Michael McKinley. Thank you for contacting Whirlpool. This is Amanda in Tennessee. I’ll be with you momentarily.
00:01:35 Amanda : Do you have a model number, so I can check this for you?
00:01:54 Michael McKinley : WMH78019HZ
00:02:09 Amanda : Thank you.
00:06:21 Amanda : Bear with me a few more moments please.
00:06:30 Michael McKinley : sure. Thank you!
00:13:00 Amanda : This is a connected appliance, please contact our Connected Appliance team at 866-333-4591 and they can assist you in this matter.
00:13:45 Michael McKinley : OK, thank you. The CleanRelease coating is on Non-connected devices as well, so it should be easy to answer.
00:16:01 Amanda : I certainly understand, but we source many of our parts from third party manufacturers. Therefore, products used for assembly may be considered proprietary information. If you find an appliance you like and have a question regarding a chemical component of a specific part, you may request an MSDS sheet with the Connected Appliance team. However, all Connected Appliances regardless the question/concerns go to that department.
00:17:02 Michael McKinley : OK, I just tried calling that number. They dont have my phone number on record, so the automated system refuses to connect me to anyone. Now what?
00:18:03 Amanda : You should still be able to contact them without an account. I would try the number again.
00:18:28 Michael McKinley : OK, will do. thank you for your time. have a good day.

==============================================================================
Thank you,
Customer support

---Almost 20 minutes and all I get is call someone else. I did call again and got the same response. Then after entering my phone number twice I was put through anyway ... to a recording telling me that I had called outside their business hours 6PM Eastern. or 3:00 PM My time (Pacific).

I left a voicemail requesting the MSDS for the coating. we will see what happens.

 

[Laurie]

I have been shopping for a total kitchen make over for months and we were down to the models of appliances we wanted last week. Below is my email to prebuy shopping support/customer care about the interior of their microwave. Whirlpool is the parent company of several major appliance lines including Whirlpool, Maytag, Amana, Jenn-Air & KitchenAid. Please read my email to them and then read their response. I have no words to describe how I felt after waiting and reading their response:

My Email to them:
I am in the process of selecting new kitchen appliances for our kitchen remodel. We already have Whirlpool so I obviously went to you guys again first. I am interested in your OTR Microwaves but have a very important critical question that is ultimately a life or death situation. Your Microwaves state they have CleanRelease nonstick interiors. I need a 100% accurate answer to the following 2 questions:

1. Is the CleanRelease nonstick interior PFOA OR PTFE (Teflon) ?

2. What is the CleanRelease nonstick interior made of?

These questions are critical. We have many parrots in our home and heated PTFE/PFOA/ AKA "Teflon" fumes are one of the most deadly toxic substances to parrots in the home. It is probably equivalent to Cyanide in humans.

I will put my choices on hold until you get back to me. I hope you can be quick and accurate so we can move forward with the process of our kitchen renovation.

Thank you in advance for your assistance.

Michael

Here is their response:
Michael:
Thank you for contacting Whirlpool with your new product shopping questions! We appreciate your interest in our home appliances.

Unfortunately, we do not have any information on what the CleanRelease nonstick interior is made from or if it has Teflon in it.

If you wish to purchase an extended service plan agreement for any of your Whirlpool brand appliances, please do not hesitate to contact the Customer eXperience Center by phone for immediate support. Please have the complete appliance model and serial numbers readily available when calling to expedite your experience.

You are a valued customer and we appreciate your interest in Whirlpool appliances.

Did you know that Whirlpool offers a variety of accessories, cleaners, and installation items for our appliances? Information on our current line of appliance accessories is available on our website.

If you have any questions regarding a Whirlpool product, please feel free to call our toll-free number at (800) 253-1301. The Whirlpool Loyalty Team is available to assist you Monday through Friday from 8am-8pm EST.

Thank you,
e-Solutions Specialist
Whirlpool Customer eXperience Center

-----------------------------------------------

Seriously???? They (Whirlpool) Doesn't know what their product is made of? But they let me know I can buy an extended warranty? AND They tell me to contact them back if I have any questions?

That is SO CRAZY! We went a different direction and my Electrolux microwave, dishwasher and induction range will arrive soon as will our Samsung Food Gallery refrigerator. BUH BYE Whirlpool........

Someone there knows. This is a very lazy employee trying to get out of work. I would call on the phone.

 

[Laurie]

It still has not improved... I just contacted Whirlpool via chat and had them send me a copy of the transcript.

Exclusively for Michael McKinley.
Below is the transcript of your chat session today.
==============================================================================
00:00:05 system : Your estimated wait time is 0 minutes
00:01:04 Amanda : Hello, Michael McKinley. Thank you for contacting Whirlpool. This is Amanda in Tennessee. I’ll be with you momentarily.
00:01:35 Amanda : Do you have a model number, so I can check this for you?
00:01:54 Michael McKinley : WMH78019HZ
00:02:09 Amanda : Thank you.
00:06:21 Amanda : Bear with me a few more moments please.
00:06:30 Michael McKinley : sure. Thank you!
00:13:00 Amanda : This is a connected appliance, please contact our Connected Appliance team at 866-333-4591 and they can assist you in this matter.
00:13:45 Michael McKinley : OK, thank you. The CleanRelease coating is on Non-connected devices as well, so it should be easy to answer.
00:16:01 Amanda : I certainly understand, but we source many of our parts from third party manufacturers. Therefore, products used for assembly may be considered proprietary information. If you find an appliance you like and have a question regarding a chemical component of a specific part, you may request an MSDS sheet with the Connected Appliance team. However, all Connected Appliances regardless the question/concerns go to that department.
00:17:02 Michael McKinley : OK, I just tried calling that number. They dont have my phone number on record, so the automated system refuses to connect me to anyone. Now what?
00:18:03 Amanda : You should still be able to contact them without an account. I would try the number again.
00:18:28 Michael McKinley : OK, will do. thank you for your time. have a good day.

==============================================================================
Thank you,
Customer support

---Almost 20 minutes and all I get is call someone else. I did call again and got the same response. Then after entering my phone number twice I was put through anyway ... to a recording telling me that I had called outside their business hours 6PM Eastern. or 3:00 PM My time (Pacific).

I left a voicemail requesting the MSDS for the coating. we will see what happens.

Another lazy employee or a very bad tech support system.

 

[Laurie]

The employees are not trained to problem solve they just follow a flow chart.

One time, my husband, who remodels kitchens and bathrooms for a living had to call tech support for a microwave. The person would not help him further until he sad that the he flipped the breaker, the needed to make sure the microwave had power. The breaker never tripped and the light and the clock were working but he still had to pretend he reset the breaker before they would proceed. They had no understanding of what anything meant they were just reading a script.