Customer In Need of Fridge Fix, Caught Between Manufacturer/Stor - WSPA.com

Customer In Need of Fridge Fix, Caught Between Manufacturer/Store

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When it comes to her appliances, Cynthia Chance doesn't like to live by her last name.

"The one I had in here was probably 40 years old," said Cynthia, referring to her refrigerator.

So last August, she bought a new one, a Haier three-door stainless steel refrigerator, for $1,300 from h.h. gregg in Greenville. And Cynthia loved it, until October.

"I had opened the doors and there was water actually dripping down, sitting down in here," said Cynthia.

She called Haier and says she was told it needed a new seal around the door known as a gasket. In December, the repair tech came and began pulling off the door's seal to replace it, but he couldn't finish the work.

"When he opened the box from Haier to put the new gasket on, they were filthy," said Cynthia. "They were ripped they were torn."

She says at that point, Haier agreed to replace the entire refrigerator with a new one.

"So January 3rd and I still did not hear anything so I called h.h. gregg," said Cynthia. "They said they had no paperwork on it, to call Haier back."

Cynthia says she called Haier back and then h.h. gregg again. Nearly a month later, she called 7 On Your Side for help.

"I'm in the middle because Haier says it's taken care of," said Cynthia. "H.h. gregg says they have nothing."

We reached out to both companies and first heard back from Haier via email. Spokesperson James Liess confirmed to us that Cynthia is eligible for a new refrigerator.

"It looks like there was a miscommunication between two of our departments," said Liess.

H.h. gregg also told us that Cynthia's in-store credit was ready.

And this weekend she used it, even if she is still cooling off from her experience.

"I love the new refrigerator," said Cynthia. "I won't go do this by myself anymore."

When you're purchasing a big ticket item, make sure you read the manufacturer's warranty before buying. And compare it with the store's warranty because repairs may already be covered by the manufacturer.

Also check the store's refund and exchange policy before buying.

And check with your credit card company. Many of them extend the manufacturer's warranty if you purchased the item on that card.

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