Dear ABC News Fixer: I purchased an Amana brand side-by-side refrigerator in November. Within two weeks the ice maker began dropping ice out of the freezer door, spraying it around the kitchen floor.
I am 96 years old and I pass by with a walker, and we have around-the-clock health aides moving by the refrigerator as well.
We have talked with multiple representatives from Maytag, had 12 service visits and had the ice maker replaced on April 16. Still, the problem persists. At one point, a woman from the Maytag Service Center said the entire refrigerator should be replaced and they would contact us within 72 hours. No one called. When we inquired, we were told it won’t be replaced.
This is a serious safety issue. I need crushed ice for medical treatments, but I worry about the slippery floor.
- Blanton Whitmire, Kirkwood, Mo.
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Dear Blanton: The ABC News Fixer agrees: You shouldn’t have to endure an ice-spitting fridge, especially one that began acting up right after you bought it.
The good news is that when we informed Whirlpool about what happened, they jumped right on it. Whirlpool spokeswoman Kristine Vermier said your warranty covers repairs for one year, but she added that sometimes there are “unique cases” in which they’ll go further. Given that the repairs didn’t fix it and in the interest of customer loyalty, they decided to go ahead and give you a new one. It’s expected to arrive soon.
You handled this issue just the way consumer advocates say you should – by first going through the company, invoking your warranty and giving them a chance to fix it, and then finally trying to reason with them. Many companies will quietly offer a “goodwill” solution if you can bring a strong case.
Here is some more advice for anyone considering a large appliance purchase: