Illustration by Dustin Elliott.

By Christopher Elliott
Guest Columnist

Kathy Lathrop’s new Whirlpool washer makes a loud sound during the spin cycle — so loud, she’s afraid her neighbors can hear it. Why can’t the company fix the problem?

Christopher Elliott

Two years ago I bought a Whirlpool top-loading washing machine from Lowe’s. The spin cycle creates a noise so loud it can be heard all through the house, and probably by neighbors. It is balanced correctly and load sizes and detergent are proper.

I’ve had a Whirlpool-authorized technician out three times to fix the problem.

On the first repair, the technician indicated it was a defective gear case and agitator and replaced those parts under warranty. It did not fix the noise problem.

On the second repair, the authorized technician indicated it was the belt and motor that was causing the loud noise, and he replaced both the belt and motor. That didn’t work, either.

On the third repair, the technician called Whirlpool directly and they said I’m using too much detergent. I use Tide pods that conform to Whirlpool’s recommendations. Whirlpool claims the detergent causes the wash to be unbalanced. But the noise is only on the spin cycle.

The technician indicated the noise is from suspension rods squeaking because of load imbalance, but it’s loud on every load except when I run an empty load. It seems the weight of any load causes the noise, and I have taken steps to ensure no overloading and balance is not the issue.

The Whirlpool direct technician said the washer was “working as designed” and offered no further assistance. I’ve written to Whirlpool seeking one more chance for them to repair the problem, to no avail.

Whirlpool seems to have no intention of addressing the problem. I’m seeking your help to have Whirlpool correctly diagnose and repair the problem. If it can’t be repaired, then I need your help to have Whirlpool replace the machine. — Kathy Lathrop, Prescott, Ariz.

Whirlpool should get your top-loading washer working as designed. It should not wake the neighbors.

It turns out Whirlpool publishes performance specifications for its top-loading washers. During a spin cycle, it should not be louder than 76 dB, which is about the same noise level as a vacuum cleaner. If the machine is louder, it is not working as promised, and Whirlpool should either repair, replace or refund your washing machine.

Of course, Whirlpool — like all other manufacturers — strongly prefers a repair. And that’s fine, as long as it can repair the problem. But after three attempts, the loud spin cycle persisted. And now Whirlpool has also thrown its hands in the air. Not acceptable!

I list the names, numbers and email addresses of the Whirlpool executives on my consumer advocacy site. A brief, polite email to one of them might have helped move this along. But not necessarily. Whirlpool has been less than responsive to our readers lately, and has even dragged its feet when my advocacy team got involved.

I asked Whirlpool to review your problem. It didn’t respond, so I asked again. This time the company got back to you and agreed to send a different technician to take a look at your noisy washing machine. He replaced suspension rods, and good news! The machine is no longer squeaking. It’s now making a clunking noise. Whirlpool finally agreed to replace the entire unit.

Christopher Elliott is the founder of Elliott Advocacy, a nonprofit organization that helps consumers solve their problems. Email him at [email protected] or get help by contacting him.