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Thread: Patience and staying "cool" PAYS!

  1. #1
    Join Date
    Apr 2008
    Location
    Butte Montana which is 1/2 way between Purgatory and Heaven
    Posts
    170

    Patience and staying "cool" PAYS!

    In December 2007 we purchased a Frigidaire refrigerator, with a one year warranty. We kept in storage until April of 2008 while we were remolding the kitchen.

    Today the control panel, which operates the water and ice dispensing paddles went out and the replacement cost is $250.00 plus $85.00 labor. The service tech suggested I call Frigidaire and see if they would cover any of the cost even though it's out of warranty. He said sometimes they will and it may be worth a try.

    I called and spoke to a customer service rep, explained my problem and thought that $335.00 dollar repair on a $750.00 unit in two years is a little steep. Three different times she politely explained that I was out of warranty and there was nothing they could or would do. I thanked her and said I realize that she was doing her job, but I wanted to speak to someone with more authority then she has.

    She put me on hold and I stayed on hold for exactly 35 minutes, listening to elevator music. A recorded voice came on the line and said their hours were from 8am t0 5pm please call back during normal working hours. I hung up and redialed the number and as luck would have it I got the same customer rep. I said that I had been on hold for 35 minutes and mentioned the recorded message. She apologized and put me on hold again. 20 minutes later she gets on the line and informed me that they will give me a concession number which I'm to give to the authorized repair center and Frigidaire will pay for the cost of the part.

    The only part of this that upsets me is that my wife had to remind me that I wasn't yelling, cussing at the rep and I had the patience to stay on hold rather than hang-up. and I should be this mellow all the time, I know she'll expect me to and I'll be reminded of this every time I'm not

    What makes this extra nice is that yesterday my hot water heater went out, If I would of had to incur the cost of both units I would have had to cancel my Rockler order.

  2. #2
    Join Date
    Oct 2006
    Location
    somewhere east of Queen Creek, AZ - South East of Phoenix
    Posts
    8,529
    Quote Originally Posted by Jiggs Elphison View Post
    What makes this extra nice is that yesterday my hot water heater went out, If I would of had to incur the cost of both units I would have had to cancel my Rockler order.
    Heaven forbid, I just spent $231 to have a guys come out and tell me I had a freon leak in the condencer in one of my AC units, he said that the replacement was covered under warrantte but the cost of him putting in the unit along with the Freon was not covered so I'll be out another $231.00
    "There’s a lot of work being done today that doesn’t have any soul in it. The technique may be the utmost perfection, yet it is lifeless. It doesn’t have a soul. I hope my furniture has a soul to it." - Sam Maloof
    The Pessimist complains about the wind; The Optimist expects it to change;The Realist adjusts the sails.~ William Arthur Ward

  3. #3
    Join Date
    Nov 2006
    Location
    Delton, Michigan
    Posts
    17,472
    well good for you jiggs,, we still havnt received credit for part that sears sent that wasnt even close to being right and that we returned and they said they would credit our account but it hasnt happend and its been 3 weeks.. even the guy coming out to get the part we couldnt drop it anywhere they wanted to pick it up and ,,he said it wasnt right just form looking at the name on the part box.. so you are ahead of the game... and hey hot water is over rated cold water works just fine you just need to use it quicker and not soak in it
    If in Doubt, Build it Stout!
    One hand washes the other!
    Don't put off today till tomorrow!

  4. #4
    Join Date
    Jul 2009
    Location
    Amherst, New Hampshire
    Posts
    10,604
    Glad you got a good response Jiggs. Persistence and being nice usually pays off................Unless you are dealing with Sears.
    We bought a new dishwasher about 4 years ago. Not the top of the line Kenmore about the middle of the road. Cost about $400.00
    For the last 8 months the tines (?) in the top and bottom baskets that hold the dishes are rusting and breaking. Some have rusted through so much that we cant put glasses in that spot or they will fall through. Some of the tops of the tines are rusted to a point and are pretty sharp. (these are the plastic coated metal rods that stick up and hold glasses)
    6 calls to Sears over the past 6 month has been a frustrating experience. They claim it's not their fault and expect me to buy new top and bottom baskets for $80.00 each plus pay service calls. Calls to supervisors have fallen on deaf ears. My last call to them was my last. The customer service rep said they were wearing out because of improper loading of dishes. My response was that the obvious problem is that I actually tried to wash dishes in it.
    So, calls to the BBB today along with another letter to Sears with my complaints.
    When the kids asked us what we wanted for our anniversary Nov.13th (they usually chip in and give us a weekend away somewhere) we told them a new dishwasher would be nice as long as it wasn't from Sears.
    The well is dry anyway. Couldn't use the dishwasher now anyway
    Faith, Hope & Charity

  5. #5
    Join Date
    Mar 2008
    Location
    NH
    Posts
    4,005
    Well Jiggs while your method works why better than mine. I still feel more satisfied telling them what I really think of them.
    It could be worse You could be on fire.
    Stupid hurts.

  6. #6
    Join Date
    Dec 2006
    Location
    Indianapolis area
    Posts
    1,697
    It's good to hear that some companies are sensitive to concerns of consumers at least part of the time. Glad to hear this Jiggs.
    ________

    Ron

    "Individual commitment to a group effort--that is what makes a team work, a company work, a society work, a civilization work."
    Vince Lombardi

  7. #7
    Join Date
    Apr 2009
    Location
    Outside the beltway
    Posts
    5,255
    I know what you mean about being a hot head. Been there done that LOL. I'm lucky , my younger brother is a service technician on appliances and he's putting in 2 new AC Heater units in the shop for me at his cost. Did you know that a through the wall Heat pump 2 ton unit that sells for 5K can be bought for 2K .......if you know the right person.
    I dream a lot. I do more painting when I'm not painting. It's in the subconscious.
    ::: Andrew Wyeth :::
    colonialrestorationstudio.com

  8. #8
    Join Date
    Dec 2006
    Location
    Oliver Springs, TN
    Posts
    1,726
    Quote Originally Posted by Dave Hawksford View Post
    I know what you mean about being a hot head. Been there done that LOL. I'm lucky , my younger brother is a service technician on appliances and he's putting in 2 new AC Heater units in the shop for me at his cost. Did you know that a through the wall Heat pump 2 ton unit that sells for 5K can be bought for 2K .......if you know the right person.
    My brother was an HVAC guy before he passed. We were planning on putting in a heat/air unit at my old house. I had gotten a couple of bids for kicks and they were around 5 grand. He could get the parts at his cost for around 1500. He passed before we did it, my procrastination bit me in the but again. I ended up dropping the 5 grand for someone else to do it.

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