CompactAppliance & Edgestar FP430

[dallen341]

I purchased the Edgestar FP-430 from Compact Appliance a few months ago and went to move it the other day and the plastci lift handle on the side broke. It snapped where the handle part attached to the plastic handle base attached to the side of the unit.

Anyway, many on this forum have talked about the great customer service they receive when they contact Compact Appliance with problems with their unit. I call Compact Appliance and they refer me to a 866 number and tell me this should be covered under warranty. Call the number and they will take care of you.

So I call the 866 number and explain the situation to a Michael. Michael proceeds to quote me a price and delivery charge for a replacement handle. I explain that the unit is all of 2 months old and he tells me the handle is damaged and not defective. We go back and forth about "damaged" vs. "defective" and the best I get out of him is "send me the handle and we will evaluate it".

I was somewhat surprised they did not just send me the $15 handle that probably cost them all of $3 as goodwill toward a customer.

Michael claims no one has ever had a broken handle. So, the $64k question is are there any of you out there with broken handles?

Also curious to hear what your expectation would have been in this case.

Don

 

[The Adam Blaster]

No personal experience with that fridge, but I would have expected them to replace it at no cost to me, and they should pay all shipping charges as well.
By sending him the handle, how exactly are they going to tell whether it is manufacturer's defect, or it brokeby abuse?
It's black plastic, it's going to have stress markings on it however the failure occurred????? :smilies27

 

[dallen341]

Unit was empty when I went to move it.

Funny thing is the guy quoted me $10 to ship the handle I would have to purchase. When I complained about having to bear the cost of shipping the defective handle to him he said I can ship it USPS for $0.42 (as in 1st class letter I suppose).

So I can ship for 42 cents but he will charge a 10 spot.

Ha!

 

[kletzenklueffer]

Call back and ask to speak to a supervisor and see if it gets you further.

 

[XJINTX]

yes, customer service sure is "different" with different companies.

I dropped a colman grill I have had practically since they offerd them. Broke a plastic leg and handle and it was entirely my fault! I could not locate the replacements but really wanted to continue using the grill.

Emailed the contact us from their website asking where I could find and purchase.

They shipped me replacements at NO COST!!!

I promised them I was now a "Cheerleader" customer!

Thus this post sorry for the hijack

 

[The Adam Blaster]

yes, customer service sure is "different" with different companies.

And to a greater extent, it varies from person to person working in that customer service area.
I routinely go much further out of my way compared to some of my co-workers. I've gotten very tired of poor customer service over the years and HATE the increasingly apathetic attitude far too many people in this field have.

 

[Navman]

I have the same fridge and haven't broken my handles yet, but I am not surprised one broke. I try to be gentle with mine since they seem rather fragile.

 

[RHINO]

no broken handles here either,, but like navman i try to be easy on them also,,,