Family receives warranty runaround

January 23, 2013 2:36:14 PM PST
Most people buy a warranty for the extra protection, but one local family's warranty meant having repair after repair, and still their microwave did not work.

"The minute you open up the door everything goes out," Angela Clemons said.

This isn't exactly what Angela wanted when she bought her microwave. Angela purchased an extended warranty and called for a repair right away.

"November 9th. That's when the first repair person came out," Angela said.

But Angela said all the technician did was order a part.

"And everyone that came after that said the same thing: let me order a part," Angela said.  

The Clemons family got several parts in the mail and four different technicians came out to repair the microwave, but Angela said none of the attempts worked.

"That's what I said to the company -- 'At what point do you say you can't repair it?' And that's when the last guy said, 'Well, I did tell them that and they said order another part'," Angela was told.  

After more than two months without a working microwave, Angela was fed up. She turned to me, and I reached out to Assurant, the company that services the extended warranty.

"It couldn't have been any more than two days after you contacted them and I got the email from you, they called my husband and they said we'll offer to give you 75 percent of the market price of the microwave," Angela said.

Within days, Angela received a check for over $600.

The representative from Assurant did not get back to me. When it comes to warranty issues, the best advice is to document every repair and the results of that repair. Typically a company will try and repair the item several items before replacing it.

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