Not At Home at The Depot

October 5, 2012

First the facts, then the rant:

Sept 22, my mother and I head to Home Depot(HD) to purchase a new refrigerator.  We purchased a Magic Chef 10.0 CuFt fridge and a 8.0 ft freezer for the basement. I purchased the HD Extended Protection plan for both, since that is how we usually proceed when we purchase from Sears.

First hint something would go wrong: Home Depot will not deliver an appliance that is in stock inside a residence.  The manager claimed it was due to “liability” issues. We had to hire someone on the spot to haul the items home.

October 4 – Mom calls me at work to say the fridge was leaking slightly, but still working.

October 4 8PM – I call Home Depot’s Warranty/Protection department. Was informed since the manufacturer’s warranty is in effect, I needed to contact the manufacturer, or file a request online. Since it was after 8PM I filed a request online, and left a message for  the manufacturer’s(Magic Chef) Customer Service Dept.

October 4 10PM – received an email stating the HD receipt needed to be faxed to Magic Chef, then a service call would be scheduled.  I had already provided the date of purchase, serial number, place of purchase. Decided to call directly in the AM.

October 5, 8:30AM – Called Magic Chef(MC). Representative took my information, gave me a case #, then said they would not service the appliance until the HD receipt was faxed to them.  Also, that once the reciept was received it would take 5-7 business days to schedule. I am sitting in my kitchen, with water dripping from the appliance.

October 5, 9:30am – Called HD Warranty Dept again. Explained that MC would  not schedule a repair until 5 -7 days after they receive the receipt. I am in the kitchen, water dripping from the appliance. Even if I could get to a fax machine, I still have to wait 5-7 days. That is almost 2 weeks of a leaking appliance.  Representative took my information, including the MC case #. She tried to see if she could contact MC, but since it was an in-store purchase, I have to ask the local store (Home Depot in Ozone Park) to assist.

October 5 9:45am – Called HD in Ozone Park. Explained situation. The saleswoman’s response was:

“There’s nothing we can do. You have to find a fax machine and send the receipt.”

“Miss, the refrigerator is leaking and I cannot leave it like this to search for a fax machine. And even if I could, they won’t come for another 5-7 days.”

“I heard what you said. They want proof of purchase. There’s nothing we can do ma’am. I’m sorry.”

Here’s the rant:

My mother wanted to go to HD and rip off a few heads. Being 81 and diabetic, I advised her not to. Besides, bail is expensive.

Over the years, we have purchased thousands of dollars of items from HD – garden, cleaning supplies, household supplies, tools (my mom is a tool fiend and avid gardener), even my bead storage case and some jewelry tools. Until this  we never purchased an appliance–we are Sears/Kennmore girls. Our washing machine is almost as old as me and still works. And Sears still services it and our range. However, Sears is a bit of a distance for Mom, so we decided to go with HD.

Never again.

First of all, if a customer purchases an appliance with a warranty from the manufacturer, tell the customer to register the product immediately. Give them a warranty card! If the fridge were already registered, this would not happen!

With Sears, the appliance is registered at the time of purchase, or the customer is given a toll free number to call and register the product. Then when we needed service, we just call. No mess no fuss no waiting.

This go round I spent almost $900, between the appliances,and extended warranty. An entire paycheck. (Mom insisted on reimbursing me for the freezer.) The sales people hustled then because they didn’t want to lose the sale. And yes, it was the same salesperson that dismissed me on the phone this morning. I know the accent, and she looked up my receipt and read my name.

If you have a customer that just spent $900 at your store, calling less than 2 weeks later with a problem with the manufacturer, and you have the manufacturer’s phone number and the customer’s proof of purchase,


As I mentioned, the national HD I spoke with thought of this, but couldn’t get authorization.

When patients contact me with a question or issue with their health insurance claims, guess what? I CALL THE INSURANCE COMPANY FOR THEM. Even if they have paid up front. It’s called customer service. It may be outside your “job” but customers remember when you help them, AND THEY SPEND MORE MONEY AT YOUR STORE.


Mom is disappointed, I’m fully riled up. We are through with HD regarding appliances, and probably will avoid them all together in general. (There’s a great family-owned nursery in the area we will stick with for garden stuff.)

And here are the photos of the shitty (pardon my language) refrigerator:

I shifted the fridge for the photo, and there went the water.

This is where the leak is. Doubt the pipes should look like this on a new appliance.

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