Michelle Hughes just spent $677 to have a Sears technician repair her GE refrigerator. It doesn’t work. Does she still have to pay for the repair?
Question
We had a Sears technician come to our home recently to look at our GE refrigerator. At that time, he said we needed a new heater, sensor, and thermostat. We paid $677 for the parts.
The technician returned a week later and completed the repair. He told us if we had any further issues within 30 days of the repair, we would get a full refund of the cost of the parts.
Less than a week later, the fridge was already failing again. The technician returned and agreed that the new parts did not fix the issue. He assured us we would get a full refund.
It’s been a month and I still don’t have my money. Please help me get our $677 back. — Michelle Hughes, Aurora, Ill.
Answer
You shouldn’t have to pay for a repair that didn’t work. It’s unclear what type of warranty Sears offered you on its repair since the technician never sent you the paperwork. But on its site, Sears says it offers an unambiguous guarantee: “If we can’t fix it, we’ll replace it.”
Your technician promised to send you the information later, but as I review what happened to you, I think you shouldn’t have let him leave without giving you something in writing. It doesn’t make sense for Sears to charge you for something that doesn’t work, but I would not assume anything.
Broken refrigerator: Do you repair, replace — or discard?
When your refrigerator breaks down, deciding whether to repair, replace, or discard it can be a tough decision. Here’s how to make the right choice:
- Consider the age and condition of the appliance. If your fridge is over 10 years old and facing major issues like a faulty compressor, it might be time to replace it. Newer models are more energy-efficient, which can save you money in the long run.
- What’s the repair cost? For newer refrigerators, especially those under five years old, repairing might be the most cost-effective option. Simple fixes like replacing a door gasket or a fan motor is a DIY job that costs less than $100. But if repairs are projected to cost more than half the price of a new fridge, replacement might be the better option.
- Evaluate the environmental impact. Repairing your refrigerator can be more environmentally friendly than discarding it. The EPA’s Responsible Appliance Disposal program ensures that old appliances are recycled properly.
- Don’t forget energy efficiency, New refrigerators are significantly more energy-efficient than older models. If your current fridge is guzzling electricity, upgrading to an Energy Star-rated model could lower your utility bills and reduce your carbon footprint.
The decision to repair, replace, or discard your refrigerator depends on its age, condition, and your personal priorities regarding cost and environmental impact.
What were your rights to a repair?
Your case brings up the issue of implied warranty. Even if there were no guarantee at all, there’s a legal principle of an implied warranty. I discuss it in more detail in my ultimate guide to getting a repair, replacement or refund for your broken appliance. I think Sears had offered you an implied warranty by promising you that if you had any further issues, the company would either repair your refrigerator or replace it.
A brief, polite email to Sears might have moved your case in the right direction. I publish the names, numbers and email addresses of the Sears customer service managers on this site.
Now, some of you reading this may think that you should have waited longer for your refund. I disagree. At a bare minimum, Sears should have contacted you in writing and given you a timeline for a refund. But it didn’t. To me, that suggests the company might be trying to sweep your case under the rug — in other words, it wants to keep your $677 and leave you with a broken refrigerator. That would not be an ideal situation.
You reached out to my consumer advocacy team. I contacted Sears on your behalf. It reviewed your case and offered you a full refund for your parts and labor, as initially agreed.
