Appliance repair issues leave customers ‘frustrated’ due to pandemic-related parts delays, expiring warranties

CHICAGO (WLS) – A shortage of parts results in delays in many home appliance repairs. However, the I-Team has uncovered another issue that some people who are waiting for fixes are facing.

What do you do when your device is not working, parts are delayed due to the pandemic, and your manufacturer’s warranty is ending? That is the problem a local woman is dealing with with a dead refrigerator.

“It’s nice, it just doesn’t work!” said Johanna Malmgren of New Lenox. She has been repairing refrigerators since autumn 2020. In March 2021, “it was making a lot of noise again,” she said. “The next morning I got up and the refrigerator was quiet.”

The refrigerator, which is less than a year old, has stopped working, forcing Malmgren to put her food in an old refrigerator in her garage.

“Very difficult. We have to go to the garage and get everything,” added Malmgren. “And when you cook you need the other one – and then the cooking and all that. Well, normally I can only take a few steps to the fridge and get what I need, and now I have to go to the garage with every real pain.” . “

She said Sears repair teams were at home trying to fix the various problems on the Sears branded Kenmore refrigerator with no luck.

“It’s frustrating,” she said.

Malmgren reached out to the I-Team because she was told that pandemic delays on parts are delaying repairs, which has also been reported by industry groups.

What makes the problem worse is that their one-year manufacturer’s warranty ends this summer.

“And now I have nowhere to go,” said Malmgren.

When her warranty runs out, she said Sears said their repair crews had to come out eight times before they could get a new unit.

So the I-Team reached out to Sears. They delivered this brand new refrigerator to her within a few days.

“The satisfaction of our members and guests is our top priority. During the pandemic, the availability of parts was very limited. After three attempts to fix Ms. Malmgren’s refrigerator, we offered to replace the unit …” said Sears I team in a statement.

If you find yourself in Malmgren’s situation, the Better Business Bureau said you should:

  • Make sure you have an official case number with the manufacturer.
  • Ask if they can extend the warranty while waiting for pandemic delayed parts and delayed repair attempts.
  • Get the name of the representative you are dealing with on the phone and send an email.
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