Sears Appliance Problem, Am I being unreasonable?

[dgnr8]

Just under 2 years ago I bought all new appliances from Sears, it came to about $7000. My fridge just broke and I went to them for help. After lots of negotiating they said I had to buy an extended warranty for all my appliances ($1000) and then they would cover the cost of the repair for the fridge. I said I only wanted the extended warranty for my oven and fridge because they were very expensive and each of ther other appliances could be replaced cheaply. They said that if I bought a warranty for only those 2 items I would have to pay for the labour for the fridge. I think that's wrong. As a good will gesture for a very large purchase I think they should help me out. I should buy the warranty for the fridge and this repair should be covered under it. I would leave a happy customer and they wouldn't lose a customer who has a track record of spending good money at their store.

Am I being unreasonable?

[t3359]

I'm guessing your fridge is out of warranty?

If so, they don't really need to offer you anything...!

bjl

[dgnr8]

It only has a 1 year warranty, that's where I'm stuck. Who knew $2500 fridges last less than 2 years.

[t3359]

You can try writing to the manufacturer as well.

When you bought, did you use a credit card that gives ext warranties?

bjl

[lorax1284]

You can try writing to the manufacturer as well.

It's really not Sears' fault that the fridge broke, and the point of buying this "insurance" is that if you don't need it, then the money you paid helps cover the cost of those who DO have problems. Being able to buy it retroactively makes absolutely no sense to me. Sears offering this to you seems... just... looking out the corner of my eye squinting like... not right.

[bargainista!]

Did you pay with a credit card? Most of them will double the manufacturer warranty. I would call your credit card company and ask if you have this protection.

[sienna owner]

Did you pay with a credit card? Most of them will double the manufacturer warranty. I would call your credit card company and ask if you have this protection.

Thats exactly what I would have said
Gl op

[dgnr8]

Paid with a sears card :-(.
Based on the feedback here I guess my expectations for after sales service are too high. I am just going to take this as a learning experience and buy a new fridge. I am buying a much cheaper one this time.

Thanks for the advice and feedback.

[hystat]

the other option is to fix it yourself

I just fixed my 2 year old fridge with a hair dryer.

[Busybuyer888]

Perhaps, I am missing something ... I would just call a repairman and get the fridge fixed.

Sort of like buying a $150K Mercedes Benz, I wouldn't expect MB to cover anything after the factory warrantee period is over. (ie. When you spend lots of money on a product, one must be prepared to a similarly high amount on its maintenance.)

Extended warrantees are purchased within initial warrantee period ... both sides taking on risk/gain.

[packardbell]

You guys always cry them blues when a mechanical breakdown or failure occurs on something that is out of the manufacturer's warranty but always preach do not buy any extended warranties because they are crooks, makes bundle of profit, blah blah blah. I am sure at point of sale after you made your purchase of the white goods, you were offered the extended warranty then but you declined to buy it. After maybe 10 months of owning the product sears must have sent reminders in the mail that your items warranty will expire and see if you want to buy the warranty again. Obviously you did not buy a second time and now you want them to cover you and also for you to retroactively cover it? Boy you deserve a facepalm :facepalm:. I can drive my car until i have an accident and then buy insurance and retroactivate it:facepalm: Or if i die I can buy life insurance?
you made the choice not to buy now pay the price to repair it. If you took advice from some member that preach do not buy extended warranties then take it with that member. :D

[dgnr8]

I think a few people are missing the point. We have arrived at the point where we have to pay extra to ensure the product we bought provides it's basic functionality for more than a year. The 2 repair men I have dealt with have said that compressors used to have 3 to 5 year warranties, now it's just one year. My car came with a 4 year warranty and I didn't pay extra for it so I think it is a bad comparison. Also, there was no accident, it is just a faulty fridge.

I am choosing to buy a new fridge because I have been told the repair will cost at least $600. And then something else could randomly break. I bought a very expensive fridge thinking that I was buying peace of mind, next time if a cheaper fridge breaks I won't be so sad.

Regardless I am choosing to just move on.

[packardbell]

I think a few people are missing the point. We have arrived at the point where we have to pay extra to ensure the product we bought provides it's basic functionality for more than a year. The 2 repair men I have dealt with have said that compressors used to have 3 to 5 year warranties, now it's just one year. My car came with a 4 year warranty and I didn't pay extra for it so I think it is a bad comparison. Also, there was no accident, it is just a faulty fridge.

I am choosing to buy a new fridge because I have been told the repair will cost at least $600. And then something else could randomly break. I bought a very expensive fridge thinking that I was buying peace of mind, next time if a cheaper fridge breaks I won't be so sad.

Regardless I am choosing to just move on.

a very expensive fridge is a luxury, while an extended warranty is peace of mind.

go check out my thread titled "ask me anything about extended warranties".

[stt55pot]

a very expensive fridge is a luxury, while an extended warranty is peace of mind.

go check out my thread titled "ask me anything about extended warranties".


Too late...pay for the extended warranty...you are too demanding...

[JWL]

After lots of negotiating they said I had to buy an extended warranty for all my appliances ($1000) and then they would cover the cost of the repair for the fridge.

How long would the extended warranty cover all your appliances for? Given your alternatives at this point (getting it fixed and saving $400 but still being exposed, OR buying a new cheaper fridge with a 1 year warranty), taking their offer could easily be the best one.

Some extended warranties are refundable in some way if you don't use them so you could get part of your money back on the warranty on the other appliances.

[packardbell]

How long would the extended warranty cover all your appliances for? Given your alternatives at this point (getting it fixed and saving $400 but still being exposed, OR buying a new cheaper fridge with a 1 year warranty), taking their offer could easily be the best one.

Some extended warranties are refundable in some way if you don't use them so you could get part of your money back on the warranty on the other appliances.


some warranties are even transferable with a fee or without a fees, it depends so you are adding some value to the product if you plan to sell it later.

[Busybuyer888]

I think a few people are missing the point. We have arrived at the point where we have to pay extra to ensure the product we bought provides it's basic functionality for more than a year. The 2 repair men I have dealt with have said that compressors used to have 3 to 5 year warranties, now it's just one year. My car came with a 4 year warranty and I didn't pay extra for it so I think it is a bad comparison. Also, there was no accident, it is just a faulty fridge.

I am choosing to buy a new fridge because I have been told the repair will cost at least $600. And then something else could randomly break. I bought a very expensive fridge thinking that I was buying peace of mind, next time if a cheaper fridge breaks I won't be so sad.

Regardless I am choosing to just move on.

Although, I did comment about the warrantee ... I do understand OP's frustration at thier bad luck. >:(

It is the same reason, I will not buy a new Android/iPhone for $600-$800 ... the #$%#$@ things break the same, no matter whether top of the line or entry model.

[will888]

Most appliances these days are made in China. As such, I am very concerned with paying extra for a high end model. Just treat it as a disposable item that hopefully will last up to 10 years. I would be surprised that appliances today will last 20 years like the good old days.

[rob444]

Just under 2 years ago I bought all new appliances from Sears, it came to about $7000. My fridge just broke and I went to them for help. After lots of negotiating they said I had to buy an extended warranty for all my appliances ($1000) and then they would cover the cost of the repair for the fridge. I said I only wanted the extended warranty for my oven and fridge because they were very expensive and each of ther other appliances could be replaced cheaply. They said that if I bought a warranty for only those 2 items I would have to pay for the labour for the fridge. I think that's wrong. As a good will gesture for a very large purchase I think they should help me out. I should buy the warranty for the fridge and this repair should be covered under it. I would leave a happy customer and they wouldn't lose a customer who has a track record of spending good money at their store.

Am I being unreasonable?

$1000 seems like a lot! I recently bought new fridge, stove/oven, microwave, washer and dryer from Badboy. Total amount was around $3000-$3500. I chose to get the extended warranty to cover up to 5 years of repairs, and the total extra cost was only a couple hundred dollars. Plus if i don't use the warranty at all after 5 years, I get a credit at the store for almost the whole amount i paid for it (if i actually remember it in 5 years time).

Since you didn't buy the warranty up-front, it seems like you gambled nothing would break down... and lost. I would compare the offer of getting extended warranty now to what the repairs would cost on your own, and choose the cheaper one (plus think of more potential repairs needed on other appliances). Unfortunately since you didn't buy up-front and you have already paid all the money, you have zero leverage here and need to just accept what Sears says.

[packardbell]

well for some people see extended warranty as a cash grab while other see it as a peace of mind. You decide to buy or not and if something happens you can be glad or crying the blues.:cheesygri

[hystat]

extended warranties are great if the tech they send knows how the thing works and diagnosis it right... not common, that

it's very common for them to change some part and say it's fixed and it isn't but they say it is and get lost, or they keep monkeying around until the warranty runs out

I like the OP's idea - buy a cheap fridge, and a common fridge, so when it quits, you can go on youtube and watch some other victim show you how he fixed it

there's about 7 good youtubes of people fixing my Maytag junkbox.... it kills me that some of the ones they are fixing are 10 years old and my 2010 model has the same exact design flaw... would have cost $1 or $2 to redesign the problem area.

[stt55pot]

extended warranties are great if the tech they send knows how the thing works and diagnosis it right... not common, that

it's very common for them to change some part and say it's fixed and it isn't but they say it is and get lost, or they keep monkeying around until the warranty runs out

I like the OP's idea - buy a cheap fridge, and a common fridge, so when it quits, you can go on youtube and watch some other victim show you how he fixed it

it is easy to fix...

[Toukolou]

Paid with a sears card :-(.
Based on the feedback here I guess my expectations for after sales service outside the warranty period are too high. I am just going to take this as a learning experience and buy a new fridge. I am buying a much cheaper one this time.

Thanks for the advice and feedback.

You purchased the appliances, chose not to buy the extended warranties at the time, they have offered the warranties to you again AFTER 2 years have passed, and won't charge you for the required repair.

It seems as though Sears has been very reasonable in offering you something they didn't have to offer at all. If you have a problem with the warranty/performance of an appliance take it up with the manufacturer.

Otherwise, next time buy the extended warranty.

[t3359]

Paid with a sears card :-(.
Based on the feedback here I guess my expectations for after sales service are too high. I am just going to take this as a learning experience and buy a new fridge. I am buying a much cheaper one this time.

Thanks for the advice and feedback.

I thought the Sears card was a Master Card... some offer extended warranties. Anyway, why not look it up in your CC holder policies?

bjl

[packardbell]

I thought the Sears card was a Master Card... some offer extended warranties. Anyway, why not look it up in your CC holder policies?

bjl


Credit card companies offer but do not underwrite extended warranties, instead an insurance company does at a cost to the credit card company. :)

it is a added value to the credit card and a selling point to lure more members to that card. :)

either way through best buy, credit card company one way or another insurance companies have you by the ballZ.

[stt55pot]

Credit card companies offer but do not underwrite extended warranties, instead an insurance company does at a cost to the credit card company. :)

it is a added value to the credit card and a selling point to lure more members to that card. :)

either way through best buy, credit card company one way or another insurance companies have you by the ballZ.

just pay, cheapo

[brunes]

Did you pay with a credit card? Most of them will double the manufacturer warranty. I would call your credit card company and ask if you have this protection.

I have never heard of a CC extended warranty that applied to appliances. Appliances are always an exclusion, just like anything with an engine.

Mind if I ask what brand fridge this is that only has a 1 year warranty? That is pretty short for an appliance, I have never heard of a fridge with only a 1 year warranty on the compressor and sealed system. My cheap- ***** GE bought back in 2004 had a 5 year warranty (never had an issue yet!). Have you actually checked the documentation that came with your appliances ?

[stt55pot]

I have never heard of a CC extended warranty that applied to appliances. Appliances are always an exclusion, just like anything with an engine.


Costco Amex?

does that work?

[dgnr8]

It is a Whirlpool refrigerator and I checked the cc warranty information, no luck. Sears has offered the warranty, but I still have to pay for the repair on top of paying for the warranty. I think this thread proves I am out of touch with consumer expectations. companies should just add the extended warranty pricing on to the cost of the item, otherwise you could just end up with an expensive paperweight.

[brunes]

It is a Whirlpool refrigerator and I checked the cc warranty information, no luck.

Er... is your warranty like this? http://www.whirlpool.com/digitalassets/ET0MSRXTQ/Warranty_EN.pdf

If so then did you just stop reading at the "One year warranty" and not read the rest?

SECOND THROUGH FIFTH YEAR FULL WARRANTY ON SEALED REFRIGERATION SYSTEM PARTS AS LISTED
In the second through fifth years from the date of purchase, when this refrigerator is operated and maintained according to instructions
attached to or furnished with the product, Whirlpool Corporation will pay for FSP
®
replacement parts and repair labor costs to correct
defects in materials or workmanship in the sealed refrigeration system. These parts are: compressor, evaporator, condenser, dryer, and
connecting tubing. Service must be provided by a Whirlpool designated service company

[Manatus]

Even if it was still under warranty, I don't see how it's Sears' problem? Go after the manufacturer.

[Portwest]

Just under 2 years ago I bought all new appliances from Sears, it came to about $7000. . . . As a good will gesture for a very large purchase I think they should help me out. I should buy the warranty for the fridge and this repair should be covered under it. I would leave a happy customer and they wouldn't lose a customer who has a track record of spending good money at their store.

First off, what many people seem to be forgetting is that a major appliance should last more than two years and a consumer should not have to buy an extra warranty to ensure that it does so.

If an appliance dies after two years, it is a flawed appliance. Period. The seller should make it right. The seller (Sears) should be the one to “battle it out” with the manufacturer, not the consumer.

Dgnr8, you are spot on when you say “I think this thread proves I am out of touch with consumer expectations.” It’s clear from threads like this one that Canadian consumers have been trained well by retailers like Sears Canada.

It’s clear that, today, consumers EXPECT to be sold substandard goods; that they expect to have to fight for the value of what they purchase; they expect to have to pay extra; they expect to have to take on responsibility for things that the manufacturer and dealer used to be responsible for.

You wrote that this was a "very large purchase". I'm afraid it may have been large to you, but not so to Sears. I have certainly spent more at Sears Canada and have been treated like a disposable customer as well.

You also wrote, “As a good will gesture for a very large purchase I think they should help me out.” After spending triple what you spent, I have had some bad experiences at Sears Canada in recent months. I have not seen any “goodwill gestures” or even a gesture towards “general fairness”, for that matter. I don’t believe there is any “goodwill” to be found in its corporate values anymore.

Sears’ strategy appears to be focussed entirely on immediate profit --- not about retaining longstanding customers for future profits, but only what’s attainable today. I’ve heard that called “fast and dirty” --- it seems appropriate. And it looks like your situation is merely a symptom of that.

Sorry to hear about your troubles.

[woof]

First off, what many people seem to be forgetting is that a major appliance should last more than two years and a consumer should not have to buy an extra warranty to ensure that it does so.
If an appliance dies after two years, it is a flawed appliance. Period.

I agree, but there's no legal requirement for an appliance to last more than one year. It is kind of sad that we improve the energy efficiency of appliances and then at the same time reduce the reliability and durability so that they have to be replaced more often which wastes a lot of energy. Unfortunately life span isn't taken into account in Energy Star ratings. If it was, appliances would certainly last much longer.



You also wrote, “As a good will gesture for a very large purchase I think they should help me out.” After spending triple what you spent, I have had some bad experiences at Sears Canada in recent months. I have not seen any “goodwill gestures” or even a gesture towards “general fairness”, for that matter. I don’t believe there is any “goodwill” to be found in its corporate values anymore.


Look on the extended warranty as the 21st century's version of "goodwill". If you don't pay for it you don't get any.



Sears’ strategy appears to be focussed entirely on immediate profit --- not about retaining longstanding customers for future profits, but only what’s attainable today. I’ve heard that called “fast and dirty” --- it seems appropriate. And it looks like your situation is merely a symptom of that.


This isn't 1960 and you're not shopping at Eatons. Customers have no long term loyalty to any retailer any more. The world has changed. If you can get a better price across the street then you walk across the street. Sears knows that - they know that price is everything to today's buyers. The manufacturers know that too so they knock warranties down to one year to give that better selling price everyone demands.

As has been pointed out OP had to have been offered an extended warranty at the time he purchased the appliances and declined the offer. Within a year with the regular warranty expiring they would have followed up again offering the extended and he must have declined again. I just don't see any issue here as far as OP's problem goes. It was of his own making.

[stt55pot]

...Look on the extended warranty as the 21st century's version of "goodwill". If you don't pay for it you don't get any.

...I just don't see any issue here as far as OP's problem goes. It was of his own making.

I agree 100 percent..he was being cheap...Sears gave him a way out and he wants it free...reality please. if everyone did that Sears will be giving everything away free. Go to El cheapo rip off if you want to buy used fridges. lol

[Portwest]

I agree, but there's no legal requirement for an appliance to last more than one year.

Nobody said anything about “legal requirements”. This has nothing to do with legal requirements. If meeting legal requirements were all that was needed for a business to be successful and for customers to want to spend their money at the establishment, we wouldn’t have any need for discussions like this. Any unsavoury character could open a storefront and stay in business, simply by meeting “legal requirements”.


Look on the extended warranty as the 21st century's version of "goodwill". If you don't pay for it you don't get any.

I think you might not understand what the term “goodwill” means. It’s not something you can buy or sell. It is more akin to actions toward building a good reputation or a friendly connection. An extended warranty is a product.


This isn't 1960 and you're not shopping at Eatons. Customers have no long term loyalty to any retailer any more. The world has changed. If you can get a better price across the street then you walk across the street. Sears knows that - they know that price is everything to today's buyers. The manufacturers know that too so they knock warranties down to one year to give that better selling price everyone demands.

I disagree. You are wrong and so is Sears. That is exactly why it’s circling the drain.

I much prefer to spend my money where I know I’ll get good service and am treated well. I’d rather spend a little more and have a store stand behind its products --- like Costco --- than save a few bucks and risk buying disposable crap and end up feel like a disposable customer.

Are the stores with the lowest-priced goods the most successful? No. Certainly the low-end retailers have a market --- and apparently you fit that demographic --- but there are plenty of high-end retailers that enjoy a loyal following as well, and they are doing as well as the discount stores.

I am not the only one who feels that way. Is Amazon.com so successful because it disregards its customers? No. Amazon.com is known for great customer service. Have you seen the crowds at Loblaws and Longos lately? Not everyone gets his or her bread at Walmart. It’s not all about price.

Note that you don’t see carefully worded "fluff" pieces in the business section of the paper every six weeks about how Costco (known for good products and great customer service) is trying to make-over itself to survive the painful lack of sales --- nope, that would be Sears. There are many places to buy furniture and appliances, and apparently, more and more furniture and appliance buyers are voting with their wallets against Sears. The OP’s experience (and mine) are likely one reason why.

From Forbes.com (http://www.forbes.com/sites/prospernow/2012/04/24/three-attributes-of-enormously-successful-companies/):

There is a saying in retailing: “When a customer purchases the first product, overhead expenses are paid. When a customer purchased two items, a profit is made.” The long-term success of a retailer relies on customers purchasing the “plus-one” and loyal behavior. The loyal customer is the lifeblood of the retailer. Customers will be loyal to a company as long as the company is loyal to its customers. Loyalty is definitely a two way street.

[JWL]

The seller (Sears) should be the one to “battle it out” with the manufacturer, not the consumer.

The retailer has to be accountable for every product they sell? That's ridiculous.

[Portwest]

Ridiculous? Not really. Here’s how it should have gone down:

Sears should have said to the customer, “Gee, we’re really sorry your appliance didn’t make it past the first two years. We understand how much that sucks. We will contact the manufacturer on your behalf and see what can be done. In the meantime, here’s a coupon for $75 off your next appliance purchase over $500.”

Of course, Sears should have already set out its guidelines with the manufacturer for such a situation. Something along the lines of “Sears sells XX bazillion of your appliances each year and we expect that if there’s a problem within the first two or three years, the manufacturer will look into it and deal with it in a reasonable manner.” There should be some specific rules set out to limit how far the manufacturer must go, but the implicit understanding should be that if the manufacturer wants to continue having its goods sold at Sears, then it should make sure Sears’ customers are dealt with fairly.

Imagine if the OP had been treated this way --- even if, in the end, the manufacturer responded with a rejection of the claim (although I still maintain that a major appliance should last more than two years). How does Sears look? Does it look like it’s “got the customer’s back”?

So, option A: Sears says, “Tough boogies, neener neener, you should have bought an extended warranty.”

Or option B: “Sears says, “Oh no, that really sucks. Let’s see if we can get some help from the people who built the darned thing.”

In which situation does the customer feel cheated? In which situation is the customer likely to buy his NEXT appliance from Sears? In which situation is the customer likely to recommend that his mother, uncle, neighbour and friends buy their appliances from Sears? In which situation is the customer likely to post a message in RFD forums and complain about Sears?

Sears has not given the customer a free appliance with either situation. With option A, Sears’ executives figure they haven’t lost anything (although, in fact, they have, because a customer who feels like he's been ripped off is not likely to return or recommend the business to others, so Sears has not only lost a customer, but all the future "connected" sales that come with him or her). With option B, Sears truly hasn’t lost anything, but rather gained (because the customer feels like Sears appreciated his or her business and Sears has gained the customer’s trust and, likely, future sales from the customer and his or her relatives / friends). Option B is a win-win for Sears.

This is not rocket science. It's called "customer service".

[redgrandam]

Ridiculous? Not really. Here’s how it should have gone down:

Sears should have said to the customer, “Gee, we’re really sorry your appliance didn’t make it past the first two years. We understand how much that sucks. We will contact the manufacturer on your behalf and see what can be done. In the meantime, here’s a coupon for $75 off your next appliance purchase over $500.”

Of course, Sears should have already set out its guidelines with the manufacturer for such a situation. Something along the lines of “Sears sells XX bazillion of your appliances each year and we expect that if there’s a problem within the first two or three years, the manufacturer will look into it and deal with it in a reasonable manner.” There should be some specific rules set out to limit how far the manufacturer must go, but the implicit understanding should be that if the manufacturer wants to continue having its goods sold at Sears, then it should make sure Sears’ customers are dealt with fairly.

Imagine if the OP had been treated this way --- even if, in the end, the manufacturer responded with a rejection of the claim (although I still maintain that a major appliance should last more than two years). How does Sears look? Does it look like it’s “got the customer’s back”?

So, option A: Sears says, “Tough boogies, neener neener, you should have bought an extended warranty.”

Or option B: “Sears says, “Oh no, that really sucks. Let’s see if we can get some help from the people who built the darned thing.”

In which situation does the customer feel cheated? In which situation is the customer likely to buy his NEXT appliance from Sears? In which situation is the customer likely to recommend that his mother, uncle, neighbour and friends buy their appliances from Sears? In which situation is the customer likely to post a message in RFD forums and complain about Sears?

Sears has not given the customer a free appliance with either situation. With option A, Sears’ executives figure they haven’t lost anything (although, in fact, they have, because a customer who feels like he's been ripped off is not likely to return or recommend the business to others, so Sears has not only lost a customer, but all the future "connected" sales that come with him or her). With option B, Sears truly hasn’t lost anything, but rather gained (because the customer feels like Sears appreciated his or her business and Sears has gained the customer’s trust and, likely, future sales from the customer and his or her relatives / friends). Option B is a win-win for Sears.

This is not rocket science. It's called "customer service".

I agree. But that would mean sears would have to at least pretend like they give a crap about the individual customer.

Reminds me about my last shopping I did at the bay. They similarly didn't give a crap about me and my purchase, and we're doing everything they could to make sure I don't shop there again over a $35 issue.

Just because stores aren't required to go above and beyond doesn't mean they can't or shouldn't, but it's their decision if they want you to come back again. They are the ones representing the products in store, and ultimately they should stand behind what they sell.

Selling the extended warranty after the fact and covering the repairs as though you purchased the warranty up front to me is going above and beyond, but something I would expect them to consider, especially on large purchases.

[Rehan]

Ridiculous? Not really. Here’s how it should have gone down:

[armchair retail exec analysis deleted] Actually, this is how it should have gone down:

Consumer researches product features, reliability and warranty information. Consumer makes informed decision, buying from a retailer that matches his post-purchase service expectations, and chooses whether to buy extended warranty based on the research he has done. Consumer and retailer live happily ever after. End of story.

There's room in the marketplace both for companies that provide customer-friendly customer service and companies that provide bottom-line-focused customer service. Even if many customers are willing to pay more for better customer service (like your Loblaws example), there are also many that just want to get products at the cheapest price possible (and therefore Loblaw Companies Ltd. also operates No Frills). It's not a flaw of consumers that these market conditions exist.

The biggest mistake in all of this was that someone made a $7000 purchase without preparing himself with the right information. (And now he's going to forego spending $1000 for a warranty that will cover ALL of his appliances and instead buy a new fridge that may be no more reliable than the current one?! :facepalm: )

[packardbell]

Costco Amex?

does that work?

yes costco amex would work provided some conditions are satisfied

1. you have your receipt of the item using the amex to purchase it with serial numbers and cc numbers, name blah blah blah.
2. the original warranty terms and condition from whirlpool for the fridge
3. you would need to call the extended warranty hotline which AMEX will give you. BTW it is not AMEX underwriting or processing the repair, it is an insurance comapny which AMEX pays to have this coverage for its members.
4. you will need to pay for the repairs and then submit the receipt for reimbursement (remember this does not mean 100% it will be paid for, they can still reject and deny the repair claim)

it worked for me for some small electronics but if you are going to have the insurance company payout 1000.00 it might be like pulling teeth here. lol!

[packardbell]

The retailer has to be accountable for every product they sell? That's ridiculous.

yes especially if they used it like 5 years and still expect some warranty coverage without paying for it.:facepalm:

I think companies such as Sears that offer extended warranties on their products are doing their part to give their customers peace of mind.
I bought my snowblower from sears for 1200.00 a few years back and last year the carb was gummed up and guess what I did not take the extended warranty. It was not a big deal for me as I disassembled the carb and cleaned out the jet.
So you have a choice that Sears has given you and once you make the decision to buy or not buy then it is your responsibility.
I do agree that disposable items you should not even buy a warranty unless it is fairly cheap and it is on a exchange basis ( don't repair and just give you a new one)

[CeeEll]

I think the point OP's trying to make is that Sears is trying to force him to buy extended warranties for all the appliances he bought in order to get the fridge covered. Sure they are showing a "good will gesture" by allowing him to buy an extended warranty on the fridge at this point but I don't think they should put a condition that he has to buy warranty for all of them if he just wants his oven covered.

OP...maybe Sears told you this already but if you don't end up using the warranty, they give you store credit after the warranty expires... But it can be used towards purchases at least double the amount of the credit. Also the warranty I got was the type that you don't get any store credit back even if you don't use the warranty. I believe it's cheaper than the extended warranty the sales people try to sell you but i may be wrong so you can check out this option as well.

[stt55pot]

I think the point OP's trying to make is that Sears is trying to force him to buy extended warranties for all the appliances he bought in order to get the fridge covered. Sure they are showing a "good will gesture" by allowing him to buy an extended warranty on the fridge at this point but I don't think they should put a condition that he has to buy warranty for all of them if he just wants his oven covered.

OP...maybe Sears told you this already but if you don't end up using the warranty, they give you store credit after the warranty expires... But it can be used towards purchases at least double the amount of the credit. Also the warranty I got was the type that you don't get any store credit back even if you don't use the warranty. I believe it's cheaper than the extended warranty the sales people try to sell you but i may be wrong so you can check out this option as well.

OP don't know what he is doing...lol..

[fieldhousehandyman]

The OP is being completely reasonable. The issue at hand is the failure of the manufacturer/retailer (Sears) to produce a product that has a 'Reasonable expected service life'. Many years ago, the typical refridgerator had a one year warranty, with a reasonable expected service life of 20 to 25 years, or more. Nowadays, with Manufacturers attempteing to increase profitablility, coupled with performance requirements dictated by energy star requirements, modern refridgerators still have a one year warranty, with reasonable expected service lifes in the 10 to 15 year range, possibly more.

Two years before failure is not a reasonable service life for any refridgerator or appliance, regardless of make, model, and cost. It is time the OP did his research, and drafted a letter outlining his concerns about the performance of Sears regarding the quality of their product, and on top of that their attempt to coerce the OP into purchasing an expensive (and completely unnecessary) extended warraty on all of his appliances to gain coverage on the fridge. If in the long run he had to threaten action in small claims court, it is likely he would be entirely succesful against Sears.

Those who are putting down the OP for having fair and reasonable expectations about how he should be treated are being a bunch of twits. I am completelly with PortWest on this thread.

[be443]

In my experience of being head of consumer services for my company, I feel Sears CS is being very reasonable in their offer and your should take it. Most companies (including the one I work for) have extremely stringent warranty policies. Would you have contacted us past your warranty we would have had to deny it solely on that basis, there would be no further offer as Sears did in this circumstance.

[Rehan]

Er... is your warranty like this? http://www.whirlpool.com/digitalassets/ET0MSRXTQ/Warranty_EN.pdf

If so then did you just stop reading at the "One year warranty" and not read the rest?

SECOND THROUGH FIFTH YEAR FULL WARRANTY ON SEALED REFRIGERATION SYSTEM PARTS AS LISTED
In the second through fifth years from the date of purchase, when this refrigerator is operated and maintained according to instructions
attached to or furnished with the product, Whirlpool Corporation will pay for FSP
®
replacement parts and repair labor costs to correct
defects in materials or workmanship in the sealed refrigeration system. These parts are: compressor, evaporator, condenser, dryer, and
connecting tubing. Service must be provided by a Whirlpool designated service company
Unfortunately, the Canadian warranty seems to be different: see page 18 of http://www.whirlpoolappliances.ca/assets/O0yjr0sBhJe-RGVfodShBnMjUPjD_OLj.pdf as an example... Nothing about coverage for 2nd through 5th or 10th year, as is common in the US.

I have a Whirlpool fridge that's over 12 years old and hasn't had any problems. But with just a 1 year warranty now, I would stay away from purchasing another one. My next one will probably be a Kitchenaid (Whirlpool's sister company, incidentally), which has a 5 years on parts+labour warranty on the compressor.

[brunes]

Unfortunately, the Canadian warranty seems to be different: see page 18 of http://www.whirlpoolappliances.ca/assets/O0yjr0sBhJe-RGVfodShBnMjUPjD_OLj.pdf as an example... Nothing about coverage for 2nd through 5th or 10th year, as is common in the US.

I have a Whirlpool fridge that's over 12 years old and hasn't had any problems. But with just a 1 year warranty now, I would stay away from purchasing another one. My next one will probably be a Kitchenaid (Whirlpool's sister company, incidentally), which has a 5 years on parts+labour warranty on the compressor.

The moral of this story, to me, has nothing to do with Sears then... moral of this story is "avoid Whirlpool".

[JAC]

Most Sears-branded appliances are Frigidaire garbage. Lesson learned: avoid.

[Rehan]

Most Sears-branded appliances are Frigidaire garbage. Lesson learned: avoid. Or use the list at http://www.applianceaid.com/searscodes.html so you can avoid selectively. Some Kenmore Elite appliances are manufactured by Bosch, for example.

But this thread isn't even about a "Sears Appliance" (i.e., Kenmore). It's about a Whirlpool appliance that happened to be purchased at Sears. Sears is doing more than what most other retailers would do.

[JWL]

I have never heard of a CC extended warranty that applied to appliances. Appliances are always an exclusion, just like anything with an engine.

Capital One World Mastercards DO NOT exclude appliances, just motorized vehicles.


It is a Whirlpool refrigerator and I checked the cc warranty information, no luck. Sears has offered the warranty, but I still have to pay for the repair on top of paying for the warranty. I think this thread proves I am out of touch with consumer expectations. companies should just add the extended warranty pricing on to the cost of the item, otherwise you could just end up with an expensive paperweight.


Actually, this is how it should have gone down:

Consumer researches product features, reliability and warranty information. Consumer makes informed decision, buying from a retailer that matches his post-purchase service expectations, and chooses whether to buy extended warranty based on the research he has done. Consumer and retailer live happily ever after. End of story.

According to Consumer Reports, Whirlpool refrigerators have the LOWEST repair rate of any brand. So if OP did the research you say he should have done, he would have ended up with.......a Whirlpool refrigerator.


OP, have you contacted Whirlpool yet to see what they say?

[Rehan]

According to Consumer Reports, Whirlpool refrigerators have the LOWEST repair rate of any brand. So if OP did the research you say he should have done, he would have ended up with.......a Whirlpool refrigerator. Whirlpool is not lowest for all types of fridges. For example, Frigidaire has the fewest repairs for top-freezer models with no ice maker, and Kenmore the fewest for bottom-freezer with no ice maker. But for most fridge types the top brands are so close to each other that it becomes a very small factor in the purchase decision (compared to warranty coverage, for example). In the text accompanying the reliability data, CR says "Differences of less than 5 points aren't meaningful".

http://i47.tinypic.com/2chnm0m.png

Where the numbers for reliability do matter is in comparing the different types of fridges. Side-by-side fridges have significantly higher failure rates than bottom freezer and top freezer models:

http://i46.tinypic.com/2lj6ut1.png

[dgnr8]

Wow, I didn't think the discussion would grow like this. Before I bought the fridge I did pull the consumer report and made my decision accordingly. Whirlpool was less helpful than Sears, they told me to go to Sears. Reading messages from different contributors has made me think twice about my decision to buy a new fridge. I emailed Ellen Roseman from the Toronto Star to see what she thinks about the situation. She responded quickly and forwarded my information to her contacts at Sears. Let's see what happens from there.

For those wonderful individuals who have called me cheap, I think that is a little harsh. My Shark Steam mop broke last week and it was two years old. It was a $100 appliance that was used heavily. I am grateful for the time I had it and promptly bought a new one. A fridge is a little less disposable to me.

I expect appliances to work for more than 2 years and I won't pay extra for that.

Thank you to everyone who has responded, regardless of if I agree with you or not I can always count on this community for multiple perspectives.

[PhuFighter]

hmm. -shrug-. if i had paid $2500 and the fridge broke after 2 years, I'd be upset. But I wouldn't be upset at Sears - they are a department store retailer. If I had wanted personalized service, it would have been better to go to a dedicated dealer. The downside is the higher prices (typically), and lack of ability to return items. but they would go to bat for you with the manufacturer for things like this since it's their ***** on the line. Not so much for any mass retailer.

I don't think that price really should be an indication for reliability, especially for things like this. Price is typically associated with more features, and the more features there are, the more things can break. So I would correlate more features to less reliability. Unless one of the features is reliability :)

sh*t happens.

[Snickles]

This thread is longer than the issue warrants, but the bottom line is that the OP is being completely reasonable. Fieldhousehandyman and PortWest are bang-on right.

I’m surprised at the number of fools in this thread who say that, after selling the consumer a faulty product (the fridge), when Sears tried to coerce the consumer to buy another product (extended warranty), it was “above and beyond” the store’s obligation. Seriously??? It’s not above and beyond anything. It won’t cost Sears $1000 to fix the fridge. It’s just Sears trying to make another buck.

Every one of you would feel differently if you were in the OP’s shoes and you know it.

[packardbell]

This thread is longer than the issue warrants, but the bottom line is that the OP is being completely reasonable. Fieldhousehandyman and PortWest are bang-on right.

I’m surprised at the number of fools in this thread who say that, after selling the consumer a faulty product (the fridge), when Sears tried to coerce the consumer to buy another product (extended warranty), it was “above and beyond” the store’s obligation. Seriously??? It’s not above and beyond anything. It won’t cost Sears $1000 to fix the fridge. It’s just Sears trying to make another buck.

Every one of you would feel differently if you were in the OP’s shoes and you know it.

Bro, go buy a brand new house with a 5 year warranty, then after onthe 6 or 7th year call the construction company to do some warranty work. They have black and white terms and conditions and they have stated what their obligations are for a specific term. Where did you get that Sears sold the guy a faulty product? Things breaks and not everyone's use is the same, how can you compare a fridge used in a two person household vs one that had 12 adults in another thread?

[Toukolou]

This thread is longer than the issue warrants, but the bottom line is that the OP is being completely reasonable. Fieldhousehandyman and PortWest are bang-on right.

I’m surprised at the number of fools in this thread who say that, after selling the consumer a faulty product (the fridge), when Sears tried to coerce the consumer to buy another product (extended warranty), it was “above and beyond” the store’s obligation. Seriously??? It’s not above and beyond anything. It won’t cost Sears $1000 to fix the fridge. It’s just Sears trying to make another buck.

Every one of you would feel differently if you were in the OP’s shoes and you know it.

I guess that consumers now get to decide what is a reasonable expectation for trouble free operation of major appliances, who cares what the manufacturer states upfront.

I think all fridges should run trouble free a minimum 10yrs. Does it matter what I think?

Moral of the story, you don't like the standard warranty offered, look for a company that offers a better one.

[mtlboy]

Rehan can you post the link to that information for fridge manufacturers? I just recently bougt a Bosch fridge from FS with a 5yr warranty, wondering if I should keep it or switch it to an LG. Thanks..

[packardbell]

I guess that consumers now get to decide what is a reasonable expectation for trouble free operation of major appliances, who cares what the manufacturer states upfront.

I think all fridges should run trouble free a minimum 10yrs. Does it matter what I think?

Moral of the story, you don't like the standard warranty offered, look for a company that offers a better one.

This guy above knows his stuff.

For the god sakes how come people cannot get it in their thick skulls that for a manufacturer to offer a longer warranty will mean that the cost of the item will costs more. Warranty whether from manufacturer or extended warranty companies do have a cost involved. There is no free lunch here, if you are just basing on buying a product based on the length of warranty is offer then buy one with a 4 year warranty instead of a 1 year and cry the blues after the 2nd year. Obviously a same product with same features will cost more if the only differentiating feature is 5 year warranty vs 1 year warranty. If you are afraid something maybe go wrong after the 4th year then buy an extended warranty or use your credit card that has that benefit to cover the 5th year.
I agree that products now manufactured and do not have the same longevity as before but it is across the board for all manufacturers, they need to be enviro friendly, energy saving, blah blah blah

[akira1971]

I’m surprised at the number of fools in this thread who say that, after selling the consumer a faulty product (the fridge), when Sears tried to coerce the consumer to buy another product (extended warranty), it was “above and beyond” the store’s obligation. Seriously??? It’s not above and beyond anything. It won’t cost Sears $1000 to fix the fridge. It’s just Sears trying to make another buck.

I don't think you understand the situation - the only "loser" in the deal would've been the insurance company underwriting the extended warranty, not the OP or Sears. Basically, the OP and Sears were conspiring to defraud the insurance company.

[Rehan]

Rehan can you post the link to that information for fridge manufacturers? I just recently bougt a Bosch fridge from FS with a 5yr warranty, wondering if I should keep it or switch it to an LG. Thanks.. Do you mean the place where I got the info on repair frequencies? It's in the subscriber-only section of www.consumerreports.org

[akira1971]

The OP is being completely reasonable. The issue at hand is the failure of the manufacturer/retailer (Sears) to produce a product that has a 'Reasonable expected service life'. Many years ago, the typical refridgerator had a one year warranty, with a reasonable expected service life of 20 to 25 years, or more. Nowadays, with Manufacturers attempteing to increase profitablility, coupled with performance requirements dictated by energy star requirements, modern refridgerators still have a one year warranty, with reasonable expected service lifes in the 10 to 15 year range, possibly more.

Two years before failure is not a reasonable service life for any refridgerator or appliance, regardless of make, model, and cost. It is time the OP did his research, and drafted a letter outlining his concerns about the performance of Sears regarding the quality of their product, and on top of that their attempt to coerce the OP into purchasing an expensive (and completely unnecessary) extended warraty on all of his appliances to gain coverage on the fridge. If in the long run he had to threaten action in small claims court, it is likely he would be entirely succesful against Sears.

Those who are putting down the OP for having fair and reasonable expectations about how he should be treated are being a bunch of twits. I am completelly with PortWest on this thread.

This specific fridge model may very well have an "expected service life" of 20-25 years as I really don't hear about a flood of complaints from the thousands of owners out there. Perhaps the OP can link a forum where the fridge model problem is shown to be a common issue for all owners?? Face it, it was just unlucky that the OP's fridge broke down (or could've been his fault, we don't know) - but that's why they usually OFFER an extended warranty and give you a choice to either pay for the peace of mind or save a few bucks.

I would only say the OP was reasonable if was within a few weeks past the expiry date of the warranty period. That Sears offered a deal with the OP to defraud the insurance company (retro-activation of the extended warranty) was clearly a goodwill gesture as it's well within their right to tell the OP that it's not their problem. I don't know what exactly you'd sue Sears for if no other owner is experiencing the same issue.

[PhuFighter]

Hmm. the OP cited some stats from CR - but I don't see any of those columns ever registering 0 for defects over a certain time. It sucks for the OP, but even if only 1 out of 10,000 fridges made fail over the first 5 years, he may be that unlucky one.

I think that the expectation for a higher quality (as opposed to more feature laden) product is that it will last longer, trouble free, but I don't think that each and every single item will perform identically.

[guigz]

Just under 2 years ago I bought all new appliances from Sears, it came to about $7000. My fridge just broke and I went to them for help. After lots of negotiating they said I had to buy an extended warranty for all my appliances ($1000) and then they would cover the cost of the repair for the fridge. I said I only wanted the extended warranty for my oven and fridge because they were very expensive and each of ther other appliances could be replaced cheaply. They said that if I bought a warranty for only those 2 items I would have to pay for the labour for the fridge. I think that's wrong. As a good will gesture for a very large purchase I think they should help me out. I should buy the warranty for the fridge and this repair should be covered under it. I would leave a happy customer and they wouldn't lose a customer who has a track record of spending good money at their store.

Am I being unreasonable?

Hi there,

I had a similar experience, but a different outcome with a fridge purchased at Sears.

About 2.5 years ago, I had purchased a Kenmore Elite fridge from Sears at a cost of about 1400$ (there about). A few months ago, it broke down and the control board needed to be replaced. The repair took about 5 minutes and I was out 350$ (80$ service call, 150$ hardware and the rest, 120$, handling).

After having the fridge repaired, I contacted Sears' corporate office through regular mail with a letter explaining how I found it unacceptable that a fridge of this calibre would require 350$ in repair after only 2 years.

Eventually, I got a call from a Sears representative. They had received my letter and were willing to offer me to reimburse me for the cost of the parts. I told them that this was not an acceptable solution and explained why. In the end, we reached an agreement; they would refund me the part in cash and the handling would be refunded via a Sears gift card. I paid for the cost of the service call out of my pocket.

Two things are different from your situation:

1) Sears made the fridge that I bought. You may have to contact the manufacturer.
2) Around here, we have "L'office de la protection du consommateur" that can get involved in this type of dispute. This may have lent weight to my argument.

I don't think that the OP is unreasonable. What is unreasonable is a fridge that breaks after only 2 years. A fridge is not like a car, you plug it in and that's it. No maintenance required (unless indicated otherwise in your instructions manual).

Manufacturers are liable for the goods that they produce. Even though the warranty might be just one year, their responsibility does not end there. A consumer has the right to expect to be able to use items for a reasonable period of use. It is reasonable to expect appliances (especially premium ones) to last more than 10 years, let alone 2.

[guigz]

I am curious as to what the OP decided to do...

[dgnr8]

This thread lit my fire and the fight continues. After being contacted by the Toronto Star Sears has offered my $1000 towards the purchase of a new fridge. This is a great offer, but I am hesitant to accept because I would be returning a $2500 fridge for a $1000 credit. I am waiting for a call today for us to finalize details and look at all the options I will post final results.

One interesting thing that has happened is that technicians are no longer able to figure out the exact problem. One thinks it is the compressor and another thinks it is the front panel. Both agree that they are not sure. This is why Sears is no longer looking at repairing the fridge.

The moral of the story is that if a consumer is persistent, good things should happen.

[Astin]

This thread lit my fire and the fight continues. After being contacted by the Toronto Star Sears has offered my $1000 towards the purchase of a new fridge. This is a great offer, but I am hesitant to accept because I would be returning a $2500 fridge for a $1000 credit. I am waiting for a call today for us to finalize details and look at all the options I will post final results.


No, you're returning a $2500 fridge that you've used for two years for $1000 TODAY. That sounds like a fantastic offer to me.

Seriously, what do you think you could get for that fridge if it worked and you put it on Craigslist? Just a quick look for "Whirlpool fridge" shows nothing over $700. Appliances don't really hold their value.

[fieldhousehandyman]

No, you're returning a $2500 fridge that you've used for two years for $1000 TODAY. That sounds like a fantastic offer to me.

Seriously, what do you think you could get for that fridge if it worked and you put it on Craigslist? Just a quick look for "Whirlpool fridge" shows nothing over $700. Appliances don't really hold their value.

Can't come close to agreeing with the above crap, which clearly illustrates there are people in Canada who cannot think. The OP does not want to sell his fridge, ergo any comparison to what a two year old fridge commands on Craigslist is completely moot. Furthermore, The above math could be extrapolated to indcate that ownership of a fridge at an amortized annual cost of about $750 is 'fantastic'! Personally, I think $750 a year to own a $2500 fridge is a bit rich, and would humbly suggest that such a fridge should cost in the order of $200 a year or less to own.

The OP dropped $2500 on a fridge that should have a reasonable life expectancy of somewhere between 10 and 15 years, or more. As another member stated, the provision of a one year warranty does not in any way shape or form absolve them of the responsibilty to bring to market a reasonably durable product!

Then to add insult to injury, the offer by sears to purchase an 'extended' warranty (albeit backdated) on all appliances to just cover the fridge was asinine, rather than being in good faith.

The OP simply wants a fully functioning $2500 fridge, at no cost to him, within two years of purchasing it, and Sears should be the company to do that, regardless of any written warranty, or not.

Sears should offer $2000 credit, which would be a fair offer, given the fact the OP dropped well over $7500 on a set of appliances. (or more). These are not cheap low end pieces of junk he bought, as you can buy a fridge, stove, dishwasher for about $1500 all together nowadays.

The OP should continue to press Sears for a fair and reasonable resolution, because I would (and I have in the past) dammit!

[dgnr8]

The situation has finally been resolved. The person that Ellen Roseman contacted at their executive office was incredibly helpful and apologetic. Since repairs have been too drawn out the fridge is going to be exchanged. To compensate for the lost food and what I paid a private repairman they are going to cover the extended warranty. I am going to donate the cost of the extended warranty to the Toronto Star's children's charity because I think it is only fair that I pay for something. I am just happy that it goes to a charity rather than a corporation.

Thanks for all the feedback. I guess push comes to shove (if you get the media involved) Sears will do something to help it's customers.

[fieldhousehandyman]

The situation has finally been resolved. The person that Ellen Roseman contacted at their executive office was incredibly helpful and apologetic. Since repairs have been too drawn out the fridge is going to be exchanged. To compensate for the lost food and what I paid a private repairman they are going to cover the extended warranty. I am going to donate the cost of the extended warranty to the Toronto Star's children's charity because I think it is only fair that I pay for something. I am just happy that it goes to a charity rather than a corporation.

Thanks for all the feedback. I guess push comes to shove (if you get the media involved) Sears will do something to help it's customers.

Excellent! Thanks for not believing you are unreasonable!

I and a few others think that your expectations that a decent quality fridge should last well in excess of two years before requiring repairs is completely reasonable, and that the cost of such repairs, even outside of the basic warranty period should be convered by the manufacturer, even if an extended warranty has not been purchased.

Too many members replying to this thread think (erroneously) that a manufacturer has no liability beyond the basic warranty, or an extended warranty if purchased, which is absolutely not the case!

Cheers!

[kopokipi]

i have similar problem with my 18 month old side by side s/s GE fridge from future shop, both my main board and condensing fan inside freezer are dead, and of course nobody wants to take the blame.

[hystat]

reinforces my earlier post that extended warranties are a bit of a joke when no one can make a diagnosis
a 2 year old fridge is going into the landfill because no technicians have the ability to diagnose it.... a real statement about the direction our culture is heading in... no one in the appliance repair business has the brains to understand the technology in a fridge
it's a fridge..

[Toukolou]

The OP dropped $2500 on a fridge that should have a reasonable life expectancy of somewhere between 10 and 15 years, or more. As another member stated, the provision of a one year warranty does not in any way shape or form absolve them of the responsibilty to bring to market a reasonably durable product!

The OP should continue to press Sears for a fair and reasonable resolution, because I would (and I have in the past) dammit!

I'm curious, up to what year do you think Sears and/or the manufacturer should be required to repair/replace a non-functioning fridge, year 5,10,15? What makes them liable to do so beyond their clearly stated warranty period?

The resolution to this issue probably had more to with the potential negative publicity it could have garnered than any "goodwill" or sense of responsibility.

[Rehan]

Thanks for all the feedback. I guess push comes to shove (if you get the media involved) Sears will do something to help it's customers. That was basically the key. Back them into a corner so they have to choose from the best of two bad options (bad press vs. replacing a fridge). It shows that blackmail works. ;)

[fieldhousehandyman]

That was basically the key. Back them into a corner so they have to choose from the best of two bad options (bad press vs. replacing a fridge). It shows that blackmail works. ;)

Blah Blah Blah.

Proves nothing at all, other than the fact some companies (in this case Sears) are so out of touch with customer service that they are willing to let situations even get this far.

I find that a polite, yet aggressive campaign of telephone calls and letters to individuals capable of making correct decisions just as effective.

Part of the issue is that product failures early in the life of a product that are also just outside the basic warranty period are relatively rare, so when it crops up, the purchaser wants (and deserves) protection from the manufacturer, as opposed to an early failure say six or eight years down the road, where the consumer will readily (and rightfully) foot the bill for repair.

[fieldhousehandyman]

I'm curious, up to what year do you think Sears and/or the manufacturer should be required to repair/replace a non-functioning fridge, year 5,10,15? What makes them liable to do so beyond their clearly stated warranty period?

The resolution to this issue probably had more to with the potential negative publicity it could have garnered than any "goodwill" or sense of responsibility.

In my opinion, something along the line of what could be covered in a typical extended warranty for the same product, at least three years, but not more than five, in the case of a fridge.

Part of the issue is that warranties are both 'expressed' (written), and 'implied' (unwritten), a fact which has been lost on you, as well as all the members posting in defence of Sears on this thread. A Manufacturer must be held to account to honour implied warranties (merchantability), which could be interpreted to last longer than expressed warranties (ie, a fridge must keep product cool, and if marketed as 'reliable' or 'durable' should be the same). Note the post by the Member from Quebec, who indicated there is a Provincial government department that assists consumers in situations like this.

If Sears claimed in advertising "All the brands you know and trust", or even "With more than 70 years of producing reliable and trusted appliances, it's no wonder Kenmore is Canada's favourite." (Both directly from Sears.ca), one could infer that a 'reliable and trusted' appliance brand should perform to some reasonable degree in satisfaction, of which failure after two years is not part. That is an implied warranty, that Sears could (and should) be held accountable for.

In answer to your question as to what makes them liable, the implied warranty (Kenmore is 'reliable and trusted') forces Sears to satisfy customers whose fridges fail outside of the expressed warranty period, but within such time that a purchaser might think it is not 'reliable and trusted'! Further to all that, the OP could certainly have asked Sears to foot any repair or replacement bill, with the threat of taking them to Small Claims Court for satisfaction, where in all likelihood he would have been succesful.

I could go on, but the OP got his resolution, which was what Sears should have done in the first place.

[Toukolou]

In my opinion, something along the line of what could be covered in a typical extended warranty for the same product, at least three years, but not more than five, in the case of a fridge.

Part of the issue is that warranties are both 'expressed' (written), and 'implied' (unwritten), a fact which has been lost on you, as well as all the members posting in defence of Sears on this thread. A Manufacturer must be held to account to honour implied warranties, which generally last longer than expressed warranties.

If Sears claimed in advertising "All the brands you know and trust", or even "With more than 70 years of producing reliable and trusted appliances, it's no wonder Kenmore is Canada's favourite." (Both directly from Sears.ca), one could infer that a 'reliable and trusted' appliance brand should perform to some reasonable degree in satisfaction, of which failure after two years is not part. That is an implied warranty, that Sears could (and should) be held accountable for.

I could go on, but the OP got his resolution, which was what Sears should have done in the first place.

I understand your point, but how do you quantify an "implied" warranty. Earlier you said it's reasonable to expect 10-15 years of service from a fridge, so why limit the implied warranty to 3 or even 5 yrs? Why not a minimum of 10? And who defines the terms?

Furthermore, had the OP purchased a Sears brand, Kenmore, I could see you linking their slogan to their product, but he didn't buy a Sears brand.

I would expect that the explicit warranty terms would be binding and would trump any implied warranty an individual may have interpreted from a slogan.

[fieldhousehandyman]

I understand your point, but how do you quantify an "implied" warranty. Earlier you said it's reasonable to expect 10-15 years of service from a fridge, so why limit the implied warranty to 3 or even 5 yrs? Why not a minimum of 10? And who defines the terms?

Furthermore, had the OP purchased a Sears brand, Kenmore, I could see you linking their slogan to their product, but he didn't buy a Sears brand.

I would expect that the explicit warranty terms would be binding and would trump any implied warranty an individual may have interpreted from a slogan.

Good question. The best answer is you really can't. It really depends on how much satisfaction the consumer wants to receive, versus how much effort he or she puts in. Obviously, it is in Sears best interest to start with the 'no warranty' sorry claim, and hope the customer goes away. I imagine some do. Having dealt with a few situations like these, I have found you have to be persistent, generally go two rungs up the ladder, probably write a letter or two, even threaten legal action, before suddenly you are satisfied.

I don't have any concern over what he bought, simply selling a product infers there is an implied warranty of merchantability, which generally means suitability to use, as well as reasonable durability.

The expressed warranty is what a Manufacturer is legally required to honour, the implied warranty is what a consumer could (and should) get them to honour.

It really boils down to what is reasonable to expect. In my opinion, it is unreasonable to have to repair a fridge two years after purchase, but quite reasonable to have to repair it ten years down the road. Sears satisfied the OP, which proves that they will honour an implied warranty that is at least one full year longer than the written warranty on the product they sold.

[guigz]

I understand your point, but how do you quantify an "implied" warranty. Earlier you said it's reasonable to expect 10-15 years of service from a fridge, so why limit the implied warranty to 3 or even 5 yrs? Why not a minimum of 10? And who defines the terms?

Furthermore, had the OP purchased a Sears brand, Kenmore, I could see you linking their slogan to their product, but he didn't buy a Sears brand.

I would expect that the explicit warranty terms would be binding and would trump any implied warranty an individual may have interpreted from a slogan.

If push comes to shove, a Judge at small claims court will make that call.

As you say, it is difficult to quantify. Keep in mind that a "cheap" fridge (i.e., 300$ at walmart) will likely be found to have a shorter expected life than a "premium" fridge(i.e., $2,500$ at Sears).

[hagbard]

I'd look for a store/restaurant sell-out and pick up a professional fridge there, with glass doors.

..Or this....

http://content.costco.ca/Images/Content/ProductLarge/800222cLL.jpg

http://www.costco.ca/Browse/Product.aspx?prodid=10305493&whse=BCCA&topnav=

If it breaks, take it back. Probably less than you paid for your consumer grade fridge. If you want a freezer, they got that too:

http://www.costco.ca/Browse/Product.aspx?Prodid=10305478&whse=BCCA&Ne=4000000&eCat=BCCA|103|20349&N=4009279&Mo=52&No=19&Nr=P_CatalogName:BCCA&cat=20349&Ns=P_Price|1||P_SignDesc1&lang=en-CA&Sp=C&topnav=