You love your new appliance. But will the honeymoon last?
By: Steve Brannan - November 23rd, 2006
Many customers ask me how different manufacturers rate in after-sales service.
It’s a good question, and a tough one to answer. But there are a few ways to find out whether a manufacturer is looking for a long-term relationship or is going to love you and leave you.
It’s true that some manufacturers only seem to be interested in selling you the product and getting their money. Once the product is delivered, they drag their heels or ignore you completely when it comes to getting problems resolved.
Many appliances are now manufactured “off shore” and parts can be hard to come by. Buying a recognized North American brand name can give you the edge when it comes to replacement parts and warranty service—but it’s no guarantee of a dependable parts supply for your new appliance.
How long will service take?
One way to check out the service that a manufacturer will offer is to see if replacement parts are for your choice in product are readily accessible. Before you buy, write down the model number and call the manufacturer to request a common part for the machine.For refrigerators, you could request “price and availability” of the bottom shelf in the fresh food section. You could ask the same about the main motor in a washer, dryer or dishwasher, or the about the availability of a bake element for a stove.
Ask if the parts are in stock in your area. If they are not, ask how long it will take to get the parts brought in. Now, imagine that your washer is broken or that all your food is spoiling and ask yourself if it’s fast enough.
Are parts easily accessible?
Find out in advance who does service on your product. Then call them and ask how long you will have to wait for a service call. You should also ask how much they charge for out of warranty service and if they stock parts for your product.Good manufacturers will respond to your problems and concerns promptly and professionally. If you live in or near a major centre, you should have access to parts distributors who will stock your parts or have them shipped in within a day or two.
Some manufacturers offer “on-line” parts look-ups so that you can identify the parts you need first hand instead of through the eyes of another over the phone. You can by parts on-line and arrange to have them shipped to your door. Just make sure in advance that the company you buy from supports this kind of customer service.
Tech support could get scarce
Word on the street is that there is a shortage of trained service technicians for major appliances. Don’t expect things to get anything but worse. No one seems to be interested in getting into the major appliance repair trade and there are very few colleges who offer courses in the trade.