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Just a thought

A blog by Kitt in Member

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Are they kidding me?

Kitt

Entry posted by Kitt

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My refrigerator has a reasonably small freezer drawer. I am a fairly old fashioned cook who likes to purchase and preserve foods in season so I went out back in 1982 and bought a chest freezer that served me well for 30 years. When it finally passed on it didn't owe me a penny and I replaced it with a new model.

 

That new freezer worked well until about a week after the warranty ran out. That is when the fun began.

 

I understand that the warranty having run out means I need to pay for all repairs. Not a problem really. The problem lies in that not a single refrigeration repair service in my area will work on this brand, including one that proudly advertises that they service all makes and models regardless of where it was purchased. It seems that the service people cannot get parts for this brand of freezer, the manufacturer wants to handle all repairs and replacements.

 

That lead to a call to the store I purchased the freezer at to get a number for the manufacturer. Several phone calls and internet searches later I finally get a lady on the phone who seems willing to schedule repairs for me.

 

The catch? She wants me to pay a $145 diagnostic fee, and SHIP THE FREEZER TO MICHIGAN! Yes, you read that correctly - they did not have anyone in the area (I live in NJ) who could work on the thing. If i wanted it repaired I need to crate the silly thing up and ship it to Michigan, where they will either repair the unit, or if it is beyond repair they will replace it with another refurbished unit. Shipping costs were my responsibility - IN BOTH DIRECTIONS.

 

The silly freezer only costs $300 brand new right now in the local home center! By the time I pay to have the thing crated up, shipped to Michigan, pay the $145 repair fee, and have it shipped back I could buy 3 or more of the damn things brand new!

 

I shall not repeat exactly what I said to the woman. Let's just say I was less than polite in informing them they were out if their minds and I would never purchase another one of their products again.

 

Tonight we are going freezer shopping again. This one will make a very nice home made smoker!

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16 Comments

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Slytherin

Slytherin 24,194

Posted

Invite Mr Mann for dinner this weekend and he can take the freezer with him on his way home :lol::funny:

 

 

That's the craziest thing I've heard this week/month ! They can't be serious ! Good luck finding a new freezer ! :hug:

  • Like 4
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Valkyrie

Valkyrie 109,915

Posted

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Wow!  Great customer service, there!  :/  Do you mind telling us what company?  I'll be sure not to buy from them, too with a policy like that!

  • Like 1
craftingmom

craftingmom 14,076

Posted

That's just crazy!  Jeez, what a pain. Good luck with the new freezer.

  • Like 1
Kitt

Kitt 46,144

Posted

The freezer was (I can't say is since it no longer freezes anything) an Igloo and it is made by a company named Curtis International. 

 

Here I have always been happy with Igloo products, included a cooler/warmer unit that plugs into a cigarette lighter I have had for years. Nice warm lunches at the barn with that little toy. I guess I should count my lucky stars it never needed servicing!

  • Like 2
Mann Ramblings

Mann Ramblings 22,921

Posted

That's an outrageous scam to get you to just buy a new appliance by making it too much of a hassle to repair. I get it that these days it's more cost-effective to replace equipment more often than not, but to make it deliberately as difficult as possible is just shady.

 

And I'm not available this weekend to pick the busted one up. :P

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Sasha Distan

Sasha Distan 25,249

Posted

Oh to have overheard that conversation, along with the appropriate striding up and down.

It's OK Ma, have some scampi fries and lie down...

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Kitt

Kitt 46,144

Posted

And I'm not available this weekend to pick the busted one up. :P

 

 

 

It is destined to become my new, improved, larger smoking box.

 

You are always welcome for dinner however Mann!

  • Like 1
MikeL

MikeL 2,841

Posted

Sounds like Igloo's marketing department is much better than their customer service department.

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Carlos Hazday

Carlos Hazday 115,511

Posted

Mann and Kitt at the same dinner table (or whatever!); thanks for the invite, wouldn't miss it for all the cigars in Cuba! Well, maybe we can smuggle a couple of those for after dinner.....

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Kitt

Kitt 46,144

Posted

I thoroughly enjoyed the meal we shared with Mann and Neversurrender when we were in Michigan last spring Carlos. You would be more than welcome at my table as well! Just don't ask me to share in those cigars!

  • Like 1
joann414

joann414 4,131

Posted

I'm mentally thanking you for the info. It's always good to know about products before you happen to buy one, Kitt.  I just hate that it was after the fact for you.  I hope you gave them hell.  I would have.

rustle

rustle 2,426

Posted

Before you buy a new one, check and see if somebody in your area works on that brand, and replacement parts are sold.

 

If this had happened while it was under warranty, you probably still would have had to ship it to their factory (at your expense). You would've been glowing in the dark, then.

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DavidAB

DavidAB 542

Posted

That's just crazy. I mean, if you'd live in the middle of nowhere, fine, but they don't have anyone in New York? How is that even possible? And what about other broken freezers that are still under warranty, do they just pay hundreds of dollars to have them all shipped and if so, how have they not gone bankrupt yet? Crazy...

Kitt

Kitt 46,144

Posted

Thats the thing David, the manufacturer was NOT paying the shipping costs. They wanted ME to!

Mark Arbour

Mark Arbour 98,226

Posted

The first fridge we bought (20 years ago) is still working just fine.  We bought a replacement (and moved that to the basement) in 2000.  It lasted until 2010.  The repair guy told me that the newer models basically have planned obsolescence, and die after about 10 years.  FYI. 

Kitt

Kitt 46,144

Posted

Ten years I could have dealt with Mark! This one lasted much much shorter - it died right after the one year warranty did.

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