Appliance Protection Agreements – a Necessary Evil?
I have been in the appliance business for three years. During this time, I have come to believe more and more in protection agreements. So many things can affect an appliance, some of which has nothing to do with its manufacturing. Because not all protection agreements are alike, it is important that you check into the terms of an agreement when you start to shop for your appliances. You should do this even if you do not believe in them. Depending on how honest and knowledgeable your sales associate is, it can make a difference later if something happens to your machine.
One thing that affects the reliability of an appliance is the condition of the company producing the appliance. If a company is going through changes, the quality of an appliance can change. The brand name that was so reliable is no longer. If your salesperson is on the ball, they will be able to let you know of product that may not be as reliable as what you thought. Then you have two choices – avoid that product or protect yourself. Having to deal with the hassle of recalls and class action law suits can often be avoided if you have an agreement. One of my customer’s put it quite simply, ” It doesn’t matter what brand you buy or how much you spend. If the guy on the line is drunk the day they make your appliance, it won’t work!” You can substitute “drunk” for several other life altering events: the CEO runs away with the company’s money, the company is moving to a country with cheaper labor, family problems, immigrant issues.
In my opinion, name brand manufacturers have strong and weak points in their selection. One may have excellent washers, dryers, and refrigerators, but be weak in cooking and cleanup. Other companies have products that I would never purchase. In our store, where we are required to carry some of these dreadful brands, we dust them, not sell them. Again, if your salesperson is good, they will know what kind of problems customers have experienced that have required service.
Another thing to consider is availability of parts. A particular brand that is now on the market has a very lengthy wait for certain parts. A protection agreement helps if the part is not available, because they may just replace your appliance.
The original manufacturer’s warranty is very limited, and is generally for only one year, with longer times for individual parts. For instance, compressor warranties on most brands have changed from five years to one year for defective manufacturing. Make sure you know exactly what is and is not covered by manufacturer’s warranties, as well as any no-lemon protection through the store. Labor and parts may be covered for defective manufacturing, but not service calls. Food loss is not covered, nor is damage from power fluctuations. By fluctuations, I am not referring to lightening, but everyday changes in the level of electricity going in and out of your home.
I find that what a lot of people don’t understand is that appliances are just not made like they used to be. This is the most noticeable with customers that have an appliance that has lasted 30-40 years. Unfortunately, this is unheard of now. I have had only one appliance to sell that was supposed to last 24 years, and it lasted only six months before there was a class action against this product. Metal drawers in refrigerators are no longer available. Plastic is the name of the game – and so very breakable. Again, another reason to protect yourself. I think that a lot of it is because we, as a society, get bored too quickly. I had one customer that purchases new appliances every three years because she gets bored with them! So, why would we make anything that lasts forever?
When buying appliances, really listen to the salesperson. Ask yourself if they sound excited by the products they are selling. Do they give you only bits and pieces of information, or do they try to teach you so that you feel comfortable making a decision? Unfortunately, sometimes whether a salesperson is commissioned or not, can make a difference in the time they spend with you. Do they push you into a sale that your gut disagrees with? Do they sound like they believe in their product and the need for agreements on certain products?
Before discussing protection agreements, I make sure my customer understands why we recommend them for certain items. No, I do not recommend them for all, mostly based on the cost of the item. But in today’s hard times, it is still easier to protect yourself than to have to pay for expensive repairs or for replacement of an item, even like a tabletop microwave.
For instance, if my customer is purchasing all new appliances for their kitchen and laundry, these are the appliances we recommend in the order of importance:
1. Refrigeration – as mentioned before, the compressor warranties on most brands are only for one year for defective manufacturing. Brownouts affect refrigerators more than surges. Again, by surges, I do not mean lightning strikes. I have a suburb just one mile from my store that experiences fluctuations all day long. I replace more appliances from this area for this reason than any other. In my own neighborhood, my transformers blow on my street at least twice a year, and every time I turn around, I am having to reset my clocks. Also, most people don’t realize that certain ice makers cannot have just the broken part replaced. Depending on the style of door, they may have to replace the whole door!
2. Any appliance with a circuit board. These boards are found in 95 percent of all appliances. The unit may only have one, or may have up to three. They can range from around $200 for small boards, like in dishwashers, to well over $700 for fancier ones, like ones for weather stations. If damage is caused by a fluctuation, it will not be covered by the manufacturer. Believe me, they can tell if the board is defective or damaged from a surge.
3. Front loading laundry units – the nicer units have multiple circuit boards. Also, those big massive doors can still be damaged by an over exuberant child playing Tarzan on the door. We had to have a closeout model repaired two years ago. Final cost: over $500!
4. Laundry – if you cannot get it on both items, get protection on the washer. They have more moving parts, and also are stressed the most, especially if the user over-stuffs the drum, which strains the agitator. Many new washers no longer have belts that can be replaced. They are direct drive, which is more expensive to repair. My neighbor had four boys in sports, and she washed night and day. She went through three washers in nine years! I would rather buy a less expensive warranty than pay for three new machines!
5. There are certain brands that are not as reliable as they used to be. Some have been taken over by a more reliable company, so my associates feel more comfortable selling the new models.
6. Installed items – protection agreements may include free installs for replaced defective appliances, such as dishwashers and micro-hoods. One particular brand, because of how well it is made, may need double labor to fix if it does break down. Some agreements protect you from double labor charges.
7. The fancier the item, the more high-tech, the more you need the agreement. Plain and simple.
So, when shopping for appliances, ask about the warranties. Here is a list of questions to ask:
1. Does the warranty provide free maintenance checks with free repair or replacement of parts? Have them provide you with a list of costs for certain parts. You will be amazed! The idea of this is to keep the appliance in the same condition as you purchased it in order to avoid the inconvenience of a service call.
2. Does the warranty have free unlimited service calls? These service call fees can range anywhere between $50 – $80 just to ring your doorbell.
3. Does the warranty change the defective manufacturing warranty to a longer time? What about uncovered parts and cosmetic issues?
4. Does the warranty cover power fluctuations? A lot of people think that a surge protector is the answer. What they don’t realize is the a SP only covers so many surges. Will the company still be in business if you have to make a claim? Did you keep the original package and receipt? I doubt it!
6. Does the warranty cover replacement of items that cannot be fixed, or does not have a part available?
7. What about food loss? Use of a rental until item is repaired or replaced – can be a real issue with refrigerators.
8. Does the warranty transfer at no cost?
9. Does the no-lemon warranty change to a longer time?
Knowledge is power. The more you know before you shop, the better you will feel about your purchase. Again, in a perfect world, protection agreements should not be necessary. But in today’s world, it is. You take your car in for a tune up without thinking twice. Some appliances you use just as much! You buy insurance for yourself and your home. Maybe you will be lucky enough not to need it. But if you do, won’t you be thankful. For a lot of people, unexpected costs hit the budget harder than protection agreements. That is what they protect you from – the unexpected.
