Moving Claims: Appliance Repair Guidelines

Appliance Repair Guidelines

The May 1998 issue of Consumer Reports includes an article "Repairs-Special Report", with a sub-title "When it breaks … A smart guide to getting things fixed". It is recommended reading to all moving claim repair firms and adjusters. The article is so good that it has been summarized for you here.

Tossing a broken microwave oven or VCR into the trash can feel wasteful. But not every breakdown merits a repair. In their survey of readers they found that 40% of the time the readers chose not to fix a problem with a major appliance, electronic item, lawn mower or tractor.

Toss or Repair?

Why are many consumers willing to abandon a costly product when it fails - or live with it when it's working less than perfectly? The trends below may explain.

Dropping purchase prices versus rising repair costs. Chances are you can replace almost any major electronic item today for consider-ably less than you paid for it.
• Changing technology. The newest models include enhancements not available before and that encourages upgrading, such as more energy efficient refrigerators, quieter lawn mowers, faster computers.
• Dwindling availability of parts. You can no longer assume that parts for major electronic products will remain available for five years, and for major appliances 10 years.
• Busier lives. Many household items can be replaced more rapidly than they can be repaired and with less fuss.

FIX IT? A checklist:

The following questions will help you decide whether to repair or replace an item.

• Is it really broken? It often pays to check the owner's manual for trouble-shooting guidelines that may make the problem go away easily. Consider calling the manufacturer for diagnostic help. For General Electric call 1-800-626-2000 and Sears 1-800-469-4663 for their full-fledge help lines for major appliances. Also try for GE or RCA televisions calling the Thompson help line at 1-317-415-4151.
• How much life is left? Newer items may be more worth repairing. See estimated lifespan for major items in following details.
• Is the item still usable? Only about half of all problems make the item non-functional. Other problems just limit its full functions. Only one in four appliance breakdowns were minor or cosmetic.
• What would a repair cost? If the cost of fixing any product equals or exceeds half the price of a replacement, and you can afford the replace-ment, don't proceed with the repair.
• Would a newer model be a lot better?

GETTING IT REPAIRED: Where to go, what to do:

• Establish the symptoms. The more you can tell the repairer the faster, better, and perhaps cheaper it can be remedied.
• Check on warranty coverage. If a warranty is in effect then use it. If it is in effect having a non-authorized repair source work on it may void the warranty.
• Call the manufacturer, even about out-of-warranty repairs. Nearly 1 in 10 readers received an offer to fix or replace the item at no charge. Such offers are sometimes part of a program or "secret warranty" that is not publicized. Manufacturer defects may be a reason they are covered.
• Chose a repairer. Try to use a manufacturer affiliated repair shop. Factory service facilities are owned by the manufacturer. Authorized service shops are privately run businesses. Independent repair shops are usually safe bets for routine maintenance and minor repairs, but warranty coverage must be considered.
• During the repair. Ask questions. Get it on paper. Get a due date.

The following "Guide to Repairs" might be a handy worksheet to carry with you on your next moving claim inspection.

GUIDE TO REPAIRS:

<It is interesting to note how most "common problems" has nothing to do with moving related damages, in spite of what claimant's believe.>

Major appliances:

• Lifespan 11-18 years, replaced at 12 years on average.
• More often fixed than most other products.
• Fewer problems with repairs than audio or video.

Refrigerators:

• The rate of repairs/problems by the time the product is five years old:
• 31% Side by Side units with ice-maker and water dispenser.
• 22% top freezer units with ice-maker
• 14% with no ice-maker
• Typical new models $400-1200.
• Common problems: no/reduced cooling = compressor or fan motor, no ice/water = dispenser not working, leaking water = value, excessive frost = defrost controller.

Washing Machines/Top loaders:

• 23% have problems by five years
• Typical new models $300-500
• Common problems: won't run = timer, no water = pump/valve, poor performance = drive belt or motor, water temperature = fill/mixing valves.

Dryers, Electric:

• 14% have problems by five years
• Typical new models $200-$500.
• Common problems: won't run = motor, no heat = switch/heat element, poor perfor-mance = belts

Audio/Video Products:

• Last an estimated 5-15 years, replace at 7 years
• Many repairs are relatively difficult to do.

TV Sets:

• The bigger the set the higher the repair costs.
• 10% for 19"/20" sets have problems by five years, 20% for 25"/27" sets, 24% for 31"/35" sets.
• Typical new models: 19/20" $200-$300, 25/27" $350-$600, 31/36" $500-$1000.
• Common problems: no picture/sound = power supply, poor picture = tube or tuner, channel function = tuner.

VCRs:

• 24% of units have problems by five years.
• Typical new models $150-$450.
• Common problems: tape function = loading mechanism, poor picture quality = video heads, irregular picture/sound = worn belts.

CD Players:

• 9% of carousel units, 17% of magazine units have problems by five years.
• Typical new models $75-$300.
• Common problems: won't work/skips = laser reader, motor, disc in/out = loading mechanism.

Lawn Mowers and Tractors:

• Last an estimated 7 - 20 years, replaced at 8 years

Gasoline lawn mowers:

• 36% self propelled, 10% push type have problems by five years
• Typical new models: self-propelled $300-$850, push $100-$650.
• Common problems: uneven cutting = blades, noisy, won't work = belts.

Riding lawn mowers/tractors:

• 41% have problems by five years
• Typical new models: $900-$4000
• Common problems: uneven cutting = blades, noisy, won't work = belts.

Other Products:

Vacuum cleaners:

• 34% have problems by five years
• Typical new models: $70-$300
• Common problems: won't run = motor, brush function = belt, loud = impeller.

Microwave Ovens:

• 13% have problems by five years
• Typical new models: $150-$300
• Common problems: stops working = power surge/try replugging cord

Computers:

• 19% have problems by five years if made 1993-1996.
• Typical new models $1000-$3000.
• Common problems: can't use drive/ peripheral = cables, erratic cursor = mouse, outside access = modem, system errors/can't start = hard drive, can't read disk = disk drive, CD function = CD drive, system crashes = mother board. Software problems may also produce many of the above problems.