At what point is a new refrigerator the answer?

[isis297]

What is the name of your state (only U.S. law)? NY

We bought a new refrigerator last March and ever since we got it, the ice maker hasn't worked right. We have had endless service calls on it and they've replaced the same part twice since January of this year. We have more parts coming in now and yet another service call scheduled to see if these parts fix it. At what point can we just ask them to send a new fridge already? They said there has to be 4 separate service calls resulting in the ordering of parts for the same issue. Is this true?

Thanks!!

 

[OHRoadwarrior]

Normally, in most fridges, the ice maker is a separate unit that can be changed. I suggest you request a new one if this is the case.

 

[isis297]

It is separate, but that's the part they replaced twice...the assembly. Now they are waiting for a new computer for it. They are basically replacing the whole thing this time...new front panel, I think a new assembly for a third time, etc. I'm hoping this fixes it, but just want to know what my rights are if it doesn't. It has been such a pain dealing with them in addition to having a messed up ice maker.

 

[Zigner]

You will need to refer to the terms of your warranty.

 

[sandyclaus]

What is the name of your state (only U.S. law)? NY

We bought a new refrigerator last March and ever since we got it, the ice maker hasn't worked right. We have had endless service calls on it and they've replaced the same part twice since January of this year. We have more parts coming in now and yet another service call scheduled to see if these parts fix it. At what point can we just ask them to send a new fridge already? They said there has to be 4 separate service calls resulting in the ordering of parts for the same issue. Is this true?

Thanks!!

The ice maker is only one separately installed component on the fridge. If they can't make it work, they would only be obligated to repair/replace the component, NOT THE ENTIRE FRIDGE.

To expect them to replace the entire fridge would be like saying you want a whole new car because the radio hasn't ever worked right. It's NOT a reasonable expectation.

 

[isis297]

I don't necessarily WANT a new fridge. Knowing them, even getting that and the delivery would be a PITA. I just want the ice maker to work correctly. I have small children and when they go to get ice water, it would be nice if they didn't have crushed ice pelting them.

Hopefully they will fix it this Thursday. If not, I wanted to know what my rights are though because while this is our 3rd appointment since January where parts are being replaced, it is about the 8th appointment in total when you count the times they have come out and just ordered the parts at the end or did an adjustment of some kind or scheduled something with me and then after me waiting around all day for them, they didn't show and called that night IF then, etc. It's a pain and a waste of time and for as much as we paid for the fridge, I don't think I am being unreasonable to ask that it works correctly - all parts of it. As of this week, it is my understanding the whole unit should be new. Hopefully it will work, but if not, I guess we will just follow what they said and that is if they have to come out 4 times to replace parts, they will replace the appliance.

 

[OHRoadwarrior]

Your rights are contained in your warranty paperwork.