BUT the hassle can be
a serious investment of time and effort
Back on November 1st the unthinkable happened: a
fire broke out in the dryer. Aside from a vague burning odor, I was clueless
until the buzzer went off. Opening the door I was immediately greeted by a
billow of smoke and a torrent of wispy still-burning ashes.
So what to do? Panic, of course. My first impulse was to get
the situation rectified before Husband woke up from his nap. Fortunately he was
really tired from yard work. I had time to do some online consumer research and
poll the nearest stores for the desired model. As fortune would have it, Lowe’s
had it on sale. It was in stock and could be delivered the next day. I gave
them a card number. It was over. I started to breathe again.
That evening, realizing I could never hide a major appliance
delivery, I confessed. Husband was astonishingly calm. The dryer was, after
all, on extended warranty. It would simply be replaced. Wha-a-a-a-t?? OMG.
I called Lowe’s to cancel everything. Not that easy. I had
to show up in person and have my card run before they could credit it back. Off
and running. The guy in appliances
remembered my frantic phone call and directed me to the service desk up front. The
clerk there was clueless, but after a bit of back-and-forth with Appliances, it
got handled.
Then, since the place where we bought the now-smoldering
dryer (Best Buy) would still be open for another hour, I next dashed over
there. And that’s where it started.
At this particular Best Buy, the Major Appliance Dept. is
managed by a wholly owned subsidiary but run as a separate company. And they
had absolutely no idea what to do.
Customer Service, however, gave me a number to call to schedule repairs.
Couldn’t we skip that step? The dryer was obviously beyond all help. Perhaps,
but they needed to hear that from an authorized representative. Okay.
Bright and early Monday morning I was on the phone. The
first opening available was Tuesday. A week
from Tuesday, that is. Between 12 and 4. My hamper runneth over.
By 4:45 on the appointed day, the man finally showed and
pronounced the dryer dead at the scene. So what’s next? He’d make his report. I
should get a call sometime tomorrow.
The call came. I was issued a confirmation number to take to
Best Buy along with the sheet of paper the repairman gave me. Off and running.
Again, blank stares at the major appliance dept. So I got in
line at Customer Service. When it was my turn, I discovered I should’ve been in
the Geek Squad line. When my turn came again, the agent took me back to
Customer Service, explained things to a girl who was still helping someone else.
I waited.
When my turn came, she called back the Geek who then called someone
from Major Appliances and the three conferred. Ah! First, they needed to pick
up the remains of the old dryer. Then I could get a new one ordered. Are you
freakin’ kidding me??
Another hasty conference. Ah! I could go to another store
where appliances are handled directly by Best Buy. They could exchange the new for the old on the same day. Road trip.
The line at this store was only 5 deep, but when it was my
turn I found the agent had never handled anything like this before. He called
the supervisor, who was also training everyone else manning the counter. Bit by
bit, the procedure got pulled together. Soon I was sent off with an appliance
salesgirl to select from models deemed comparable to our burnt up Whirlpool.
So here’s the thing: what you get is a credit equal to the
price of the old dryer. Said charred
hulk was purchased in 2003, so guess
what. Still, you don’t get a clothes dryer for just under $200 these days,
though you must also consider extended warranty renewals which totaled $170.
Anyway, another Whirlpool was chosen and delivery scheduled for Friday –
exactly 2 weeks after the fire.
Bottom line: (finally!) The deal is worth it if (A) you
have sufficient time and energy at your disposal, (B) there’s a laundromat within
5 miles, OR (C) you have an ample supply of underwear.
But don’t think I didn't have many a fond thought of the
Maytag that Lowe’s could’ve delivered immediately.