Action News gets action for little league team

Action News gets action for a little league team with missing team photos and a woman whose refrigerator was on the fritz.
January 31, 2014 8:49:00 PM PST
Action News gets action for a little league team with missing team photos and a woman whose refrigerator was on the fritz.

If you need help with a consumer issue, please reach out to us here at Action News. Find out how to email Call for Action here or call 1-866-WPVI-CFA weekdays from 11am until 1pm.

Luke Neco has been playing ball for nine years and loves going through his annual photos.

"You just see how you've progressed throughout the years," he said.

Last season, families of more than 100 Cramer Hill Little League members paid Sam Colon, of NJ Allstarz, for pictures.

"The only thing he accepted was cash," Coach Pete Perez.

The league says Colon promised to deliver the photos within six weeks. However three months later and the league tells Action News they received no pictures or explanation.

Carmen Camano paid for photos for all three of her sons.

"I'm pretty upset," she said.

Here's the good news, once Action News got involved, Colon sent an email saying, "All photos are guaranteed to be delivered to Cramer Hill Little League field. Sorry again for the delay."

Colon did deliver, at least the standard packages, for the league members.

"And that's why we reached out to ABC to get help and resolve this issue for our parents, and the league itself," said Coach Perez.

Colon later told Action News he is no longer operating a photography business.

Action News also got action for a woman whose freezer was on the fritz.

"They told us it was a Freon problem. They had to send out six different repair people over the course of three months to finally tell us they don't really know what the problem is," said Michelle Franchi.

Franchi counts on a stocked fridge and freezer to feed her large family. So when both went on the fritz?

"I work full-time and I have six kids so on the way home, I would stop at the grocery store to pick up dinner and then start a late dinner every night," she said.

This went on all summer but Franchi says the manufacturer, Whirlpool, refused to replace her fridge with a new one. So she contacted our Call for Action volunteers.

"And within a day after they called the Whirlpool executive office, we got a call from Whirlpool saying that they would replace our refrigerator," said Franchi. Franchi got a brand new $2,500 appliance.

"Thank you so much for my refrigerator and freezer. I really, really appreciate it. My kids thank you," she said.

Meantime, Whirlpool gave Action News the following response:

Q: Can you provide comment as to why it took so long for Whirlpool to give Michelle a new appliance? And what should consumers do if they find themselves in a similar position as Michelle?

A: At Whirlpool, we take every call and every customer very seriously. We have spoken with Michelle and stayed in close contact with her throughout this process. We took immediate steps to try and address her issues. Unfortunately, those fixes didn't completely address her need. However, in Michelle's situation, we were ultimately able to replace her appliance with a new one. While replacement is obviously not always possible in every situation in this situation it was the right solution.

If any Whirlpool customer has a problem or a question about their appliance, they shouldn't hesitate to call our customer service line at 866-698-2538. To expedite the process, have your model and serial number ready when you call. All customer calls are important to us and each is handled on an individual basis. Whirlpool has associates ready to provide assistance with any issue, and we encourage consumers with questions to call us.

Q: What is Whirlpool's policy regarding appliance replacement and repair?

A: While Whirlpool offers a variety of warranty options, you will find an example of one of our typical warranty policies on our website. Below is an excerpt:

Policy regarding repair and replacement per our legal warranty page: For one year from the date of purchase, when this major appliance is operated and maintained according to instructions attached to or furnished with the product, Whirlpool Corporation or Whirlpool Canada LP (hereafter "Whirlpool") will pay for Factory Specified Parts and repair labor to correct defects in materials or workmanship that existed when this major appliance was purchased. Service must be provided by a Whirlpool designated service company. Your sole and exclusive remedy under this limited warranty shall be product repair as provided herein. This limited warranty is valid only in the United States or Canada and applies only when the major appliance is used in the country in which it was purchased. Proof of original purchase date is required to obtain service under this limited warranty.

Q: Michelle is grateful for the new appliance but upset about how long it took to get it.. She says Whirlpool's customer service is very poor. Any comment to that?

A: Whirlpool Corporation stands behind its appliances, and so do the vast majority of its consumers. Whirlpool has associates ready to provide assistance with any issue, and we encourage consumers with questions to call us at 1-866-698-2538.

Q: Can you comment on Whirlpool's BBB record?

A: We stand behind our appliances as do most of customers - many of whom have been Whirlpool customers for life. We encourage anyone with a problem or any kind of issue to call us directly at 866 698 2538

Q: How about complaints on www.ConsumerAffairs.com and www.PissedConsumer.com?

A: Again, we stand behind our appliances as do most of customers - many of whom have been Whirlpool customers for life. We encourage anyone with a problem or any kind of issue to call us directly at 866 698 2538.


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