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I don’t have enough clout to get it repaired. I don’t have a million Twitter followers and a blog with a huge following, so if I have a problem with it and complain, the “manager of the executive office” from Maytag’s parent company isn’t going to call and make it all better for me. I’m not going to get offered a new appliance because of the hoopla I created. I’d be stuck waiting for the repairman just like everyone else.
Maytag’s attempt to fix the problem didn’t really help their bigger problem of rebranding. Now they’re the company that allows a washing machine to go unrepaired for almost a month instead of the company that makes dependable washing machines, I now have a new narrative associated with them.
What about the commercial where the repairman is bored and has nothing to do because the machines are so dependable? Evidently, that’s a crock since you can’t get a repairman right away, it takes them three to five days to schedule work on a brand new $1300 washing machine. Must be some kind of backlog, huh?
That narrative will stick with me when I go to the store to purchase a new washing machine. They should have listened to the very famous blogger when she said she had a million followers on Twitter, now the story’s out and I could care less that they fixed her machine since I know it’s only because it made a big enough noise.