Home Depot Complaint - Too Big to Serve
BENNINGTON, VERMONT -- My Home Depot has some of the nicest employees one could want. However, their good intentions become worthless because of the myriad systems in place that prevent a customer from getting reasonable service on appliances one the sale is completed. Case in point: 18 months ago I purchased a top of the line LG double door stainless steel refrigerator. I also purchased, for $100.00, a three year extended warranty which, I was assured, was held by the Home Depot Corp and not "farmed" out to some third party as in the case of automobile purchases. 15 months after the purchase date both front door gaskets were worn out and torn. I called the extended warranty company and set up an appointment for a home repair technician. He never showed. (I lost a day's pay). When I called, he claimed that he never received a work order from the warranty people, he was going on vacation and hung up. A second appointment then was set up with another technician however, the day after his visit, he called to say that the gasket part request was denied by the warranty company "because gaskets were not covered by the warranty" and that it was up to me to fight it out with the warranty company. Since there was no gasket exclusion clause in the warranty, finally the warranty company reversed the denial and told me they were texting an approval to the technician. Several days later I phoned the technician only to discover that, again, no work order hand been sent. It is now a month or more since I started on this journey and I'm still fighting and still have torn gaskets. In the meantime, the refigerator is leaking air and running all the time.
The workers at Home Depot are not empowered to deal with these issues so once the sale is made ... you're on your own.
Bottom Line .... Don't try to save a few bucks buying appliances from the big box stores. Especially not Home Depot. Certainly don't buy extended warranties from them unless you are ready to battle the system on your own. Shop a local dealer that you can go to when there is an problem (and there always is one with appliances!)and handle it face to face.
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