An example of incompetence

[PJMcK]

Our stackable washer/dryer is about five years old and it has worked flawlessly until recently when the locking feature on the washer won’t release. The manual and YouTube (an amazing resource for appliance repairs!) don’t have a solution.

I called the manufacturer for a repair recommendation. The firm could not provide a service call “for the foreseeable future.”

Then I called the manufacturer again and waited 45 minutes for a representative. She was very friendly and offered to send us the service manual. An envelope arrived today with the service manual for a refrigerator.

Meanwhile, for two weeks, wet laundry has been trapped in my machine.

Have I done something wrong or is there something else wrong with this tale?

[MerryHolidays]

1. Unless it's a super high-end brand, won't most appliance repair folks handle it?

Can you let us know the brand and model number? Perhaps one of us can locate something online to help?

Two weeks of wet laundry stuck in the machine can't be good for the laundry, the machine and/or your family.

[lagomorph777]

6. Yeah, I never heard of / thought of waiting for the manufacturer to send somebody out.

Next time, call around locally.

I do almost all of my own repairs, so this wouldn't happen to me.

[PJMcK]

12. Our house is in a very rural area of the Pennsylvania Catskills

There are two companies within 30 minutes but they're tough to get ahold of.

I'm just baffled as to why we received a refrigerator service manual. The woman at the manufacturer was on the phone with us for more than half an hour but still sent us the wrong book.

Ah, well. I'll try the "local" guys again tomorrow.

[MerryHolidays]

13. And try the other poster's suggesting about running another cycle

Maybe it will release the lock.

Also, most manuals, especially for just a five-year old machine, should be online.

Also, do you have a home warranty that covers appliances? We do, and it's not perfect, but it's saved us time with stuff like this. They source the repair company that can actually deal with your brand.

Finally, do you want to tell us your brand/model?

[PJMcK]

20. Thanks for your thoughts!

They're much appreciated.

I've tried finding the manual online but the problem is that there's a weird conflict regarding the model number. It's clearly marked on the machine but it's not listed in the manufacturer's database. Weird, huh?

Our country house has been a retreat, not a full-time residence. Until Covid, that is. We've been bivouacking in the mountains for the past couple fo years. Accordingly, we never thought about an appliance warranty policy especially since our gear is fairly new. Good thought, though.

It's not my style to publicly disparage companies or individuals so I purposefully didn't identify the manufacturer. Suffice it to say that it's a major American brand that you know. Their name is synonymous with that food cooling device in your kitchen.

[MerryHolidays]

24. On the manual, can you at least try a model number that's CLOSE?

Oftentimes, they have slightly different features, but the basics are the same. It happens quite frequently.

Also, just call the manufacturer again to see if they have a link to the manual online so you can get right away.

Some people hate home warranty companies. However, we've had very good luck with ours. If they can't get someone to fix it, they cash you out. And that's happened to us on at least three occasions in the last year. In some cases, the cash out is a partial payment on a new appliance. In one case (a very old high-end stove), the amount that they gave us was easily enough to buy a very good (but not super higher end replacement stove. I have been very happy with our warranty company.

[SarasotaDem]

2. Try this

Rewash the load on the washer and see if it releases this time.

[MerryHolidays]

3. Excellent idea! nt

[PJMcK]

10. Tried that

Good idea, though. Thanks!

[PoliticAverse]

4. "Have I done something wrong" -yes...

You failed to shame and tag the manufacturer on Twitter and Facebook, that seems the only way to get help at times these days.

[PJMcK]

14. Yeah, I've heard that

I don't have a Twitter account because I think it's really stupid.

My Facebook account is only for a few friends and some family.

But you wrote some truth!

[MyOwnPeace]

5. I'm finding that more and more

manuals are available on-line - most from the manufacturers themselves.

What a mess you've endured!

[PJMcK]

15. You're right about manuals

I couldn't find this one. Strange.

[cloudbase]

7. Unplug it.

That will remove power from the solenoid that engages the locking mechanism. If it doesn't release, then your problem is mechanical.

[PJMcK]

16. Thanks

I tried that. It was easier to turn off the 220-volt ganged circuit breaker. Nonetheless, that didn't work so you're probably right that it's a mechanical problem. It doesn't seem to be the software because I was able to run the Rinse cycle to get most of the water out of the drum.

[multigraincracker]

8. I know the feeling.

Starting to think, after talking to a few repairmen, that you are better off to by a 30 year old appliance that still works and doesn't cost a fortune to repair when and if it ever breaks.
I bought a new GE front load washer. The bearings went out and to replace them meant taking the whole thing apart to fix it. Cost more than I paid for it. Went out and bought an old top loader and never had a problem. If the bearing go out on it, the repair would be less than the service call.

[txwhitedove]

9. Sorry, but your tale is highly entertaining. The IT guys always say to unplug

and then replug if it's a computer, so try that.

[PJMcK]

18. Glad you had some fun with my tale!

I kind of meant it tongut-in-cheek since nearly everyone today has tech/mech problems.

Your suggestion was my first reaction when I couldn't open the door. I switched off the circuit breaker for a minute then turned it back on. No luck.

[txwhitedove]

23. Darn. I'd give you my repairman's # but you probably aren't in TX. My current

household dilemma is bad flush mechanisms, yuck plumber. And a new app on phone to ID the lovely bird who wants to sing at 3:15 am!

[pwb]

11. Try pushing and holding the start button down for 10 seconds..

That may release it.

[PJMcK]

19. Great idea!

Thanks. I'll try that tomorrow. Much appreciated.

[Demsrule86]

22. Here is a video on Youtube...

https://www.google.com/search?q=can%27t+unlock+washing+machine+and+remove+laundry&rlz=1C1UEAD_enUS932US932&oq=can%27t+unlock+washing+machine+and+remove+laundry&aqs=chrome..69i57.20382j0j7&sourceid=chrome&ie=UTF-8#kpvalbx=_6q9EYs3QN7Ha0PEP7IC7sA016

[Demsrule86]

21. There is a problem with my diswasher which is a samsung where the lock won't lock. So far, mine

works but I would bet you replace the same part...for your issue. There is a fix on youtube which might show you how this is done...and you could look at it in reverse.