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| - This is a copy of my email to Home Depot Customer Service:
I purchased a gas stove, a refrigerator, a washer & dryer, and a dishwasher from Home Depot in 2012. All of the appliances were priced in the upper level of the applicable appliance category. I paid $90 for an extended warranty for the refrigerator, a Whirlpool Gold, for which the total cost at that time was about $2,600.. The refrigerator is, according to the third party repairman from Authorized Appliance Repair of Peoria AZ, "not repairable." However, Home Depot's third party warranty administrator, Asurion LLC, has decided that it is repairable and sent replacement parts to the appliance repair company which said it was not repairable.
I have been without a refrigerator for about 6 weeks. I am obviously not a happy camper.
This prompted me to research appliance warranties. I do not like what I have found.
Once you understand the relationship of a "Third Party Administrator" to Home Depot, you realize that the Third Party Administrator, Asurion LLC in this case, is in fact incentivized to keep the cost of repairs or replacements as low as possible. Asurion LLC has no reason to care about customer satisfaction. They could care less.
Asurion LLC's net profit is their number one concern, as it should be. That's just good business. I get it.
But Home Depot's reputation, their moral & ethical obligations, and Home Depot's future appliance sales, are the victims of Asurion LLC's natural business obsession with their own bottom line.
Eventually this will cause irreparable harm to Home Depot's reputation and Home Depot's appliance sales in the future. I am just one dissatisfied Home Depot customer. Basically like a grain of sand on a beach. But if you google Home Depot appliance warranties....you will probably not see more than one star from all respondents. That is only because there is no selection for zero stars.
Please understand that I am a long-time, loyal Home Depot customer. But that ends now. I am sure that I will purchase other products from Home Depot in the future. However, none of those purchases will be an appliance as long as they shuffle off their legal, moral, and ethical obligations to a third party that could care less about me.
Not that Home Depot cares about my future appliance purchases because, obviously, they do not. But this is to inform Home Depot Corporate decision makers that, as long as Home Depot relies on Third Party Administrators to relieve Home Depot of their moral, ethical, and legal obligations to stand behind their products, that I will never purchase another appliance, or any other product relying on third party warranty administrators, from Home Depot.
Ever.
Why?
Here's Why.
The basics of my research, which I hope Home Depot Customer Services forwards to a decision maker in the Home Depot corporate hierarchy. I expect that will not happen, but rest assured that I will do my best to make sure that high level corporate officers do see this information. What they do with it is up to them.
This is a corporate level decision that could ultimately seriously harm Home Depot's future appliance sales.
Before today, I have posted my opinion to multiple social media sites and filed a complaint with the Better Business Bureau. I have not included the following information in those opinions and complaints but plan to do so ASAP.
In the information cut/pasted & edited below, Home Depot falls under #2 "Third Party Administration" and this is the root cause of my frustrations. Home Depot effectively washes it's hands of any problems with the appliances it sells.
Once the appliance is sold..It's "Too Bad So Sad It's Not Our Problem Call the Warranty Company You are Basically Out of Luck & Thanks for Calling."
All inquiries are met with the same reply that Home Depot Customer Service gave me, i.e., (paraphrased) "it's not our problem...talk to the warranty company."
Legally, Home Depot is correct. However, morally & ethically they could not be more incorrect. By taking this approach, Home Depot thereby loses all credibility & trust from all every day consumers such as myself and many others. What could possibly be more important than that?
Home Depot does not care about my problem. I have been without a refrigerator for over a month. Home Depot sold me multiple appliances and now Home Depot pretends that they have no legal, ethical, or moral responsibility to back up the products they sold to me.
Home Depot has successfully legally separated themselves from any obligation to back the products they sell. However, it is not possible to ethically or morally separate Home Depot from the obligation to support every product they sell.
Ever watch the movie "The Rain Makers?"
My bet is that the same cost/benefit actuarial analysis that you see in the movie is going on here with the Home Depot warranty situation. At the very least, Home Depot lacks "good faith" in dealing with consumers such as myself. The only diff
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