KC man deals with refrigerator frustration, even with extended warranty

KANSAS CITY, Mo. - William Rayford bought a refrigerator three years ago and said he has had a lot of problems with it. The ice maker did not work and the electronic screen on front went blank.

Rayford said he contacted Sears where he purchased it.

"I told them I kept medication in there and I have insulin and so on.  They said we'll get on it right away," Rayford said.

That was in July.  Months later, the refrigerator was still not repaired.  Rayford said he paid $2,500 for the refrigerator in 2010 which included the five-year extended warranty.

"I've been quite angry, quite upset. It's very frustrating. I could get nothing done," he said.  

Rayford then decided to contact Call for Action. A team member contacted Sears and within days, Rayford got a call telling him he will receive $2,180 credit towards a new refrigerator.

He went out and purchased a new Samsung refrigerator.

The new appliance arrived in his Kansas City home days ago.  In this case, Rayford is glad he purchased the extended warranty.

"I had something that I could lean back on," Rayford said.

Extended warranties don't always get a good review.  In 2012, Consumer Reports said extended warranties are "notoriously a bad deal" for consumers. 

The magazine reports some repairs are covered by the standard manufacturer warranty.  The repairs that are not covered often do not cost much more than the extended warranty cost.

Rayford is glad he contacted Call for Action.

"Your station was responsible for getting my refrigerator replaced," he said. "Thank you."

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