Knoxville man questions washing machine's warranty after malfunction
KNOXVILLE, Tenn. (WATE) — Many businesses offer a warranty to assure their customers they'll stand behind their product for a specified amount of time. However, one Knoxville man is questioning the warranty of a used washing machine he bought last month.
The pre-owned limited warranty on Sam Lee's used Maytag is good for 30 days, and it is still in effect. Lee said that within the first day of using the washer, there was a problem with it. He called the business where he bought it, and a gentleman checked the machine at Lee's home and said there was nothing wrong with it. However, Lee showed how the washer does not drain water when it was in the 'spin cycle.'
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After filling his new used washer with water, Lee put it into the spin cycle, but it didn't spin.
'You see it agitating, the agitator moving? That, that's a problem. According to two different people I've had come out here, it should be spinning the clothes out to make them dry, enough for them to go into the dryer,' said Lee.
Lee said once in the spin cycle his machine should be draining the water, instead the spindle is just agitating.
'Right now, it is in the spin cycle. It should be spinning my clothes out but it is agitating like it would be in the wash cycle,' said Lee.
To show the results, he pulled some socks out that had been in the washer during that spin cycle.
'This is just four pairs of socks. I'll take it and watch the water …. now is that normal? It doesn't look normal to me,' said Lee.
Lee had two appliance repair businesses check the machine. One reported the washer has a 'faulty transmission, estimated repair cost $500 to $800. The other said the thrust bearing and gear case is no longer operating and is no longer available to purchase.
Lee bought his used Maytag from Checked Appliances in Knoxville. The total cost was $428.02 for the machine, delivery and installation. Lee knew it was used when he purchased it on March 14.
'The reason I went to a company was for a warranty,' said Lee.
The appliance came with a free 30-day repair warranty on parts and labor. With the guarantee, he had peace of mind.
'If I bought it at a yard sale, online from just some individual, I'd be out of luck, it would be 'as is',' said Lee.
The monthlong warranty on the machine remains in effect until April 14. Troy Villagas, the owner of Checked Appliances, told 6 News he examined the machine personally and sent a video to Maytag's Tech Support. In a report to Lee, Checked Appliances said their technician and Maytag's concluded no part is going to change the drum spinning any faster that it already is. Checked Appliances said for $150, plus an extra cost for another machine, they could make a trade.
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Villegas did not want to speak on camera, but he wanted his side of the story told about the machine Lee purchased.
'The information he was giving you was incorrect. In theory, the washer is working how it is supposed to. We don't technically need to do anything for the washer because it is obviously working how it is supposed to work. If he would like to exchange it out, we will do that as a courtesy for another washer,' Villegas told 6 News over the phone.
Lee is dissatisfied with the offer.
'It says 30-day warranty,' said Lee. 'In the warranty is says 'in worst case scenarios we will provide and exchange of equal or similar products.'
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' can pay $150 to swap it for another machine, which wasn't in the warranty and I can pay for another delivery fee and additional for another machine. I am kind of like, what good is the warranty?'
For now, Lee says he's left with a soggy mess that he has to manually squeeze everything from towels to clothes.
The owner-operator of Checked Appliances, Troy Villegas, told us, 'When you check the store's page on Google, it's the highest-ranked used-appliance store in Knoxville.' Villegas added that he has 'many happy customers who are pleased with the machines they purchased' from his store.
▶ See more top stories on WATE.com
Consumer experts say it's best to discuss the details of a warranty with your salesperson before purchasing to avoid any surprises.
Copyright 2025 Nexstar Media, Inc. All rights reserved. This material may not be published, broadcast, rewritten, or redistributed.
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