5 Questions Seniors Should Ask Before Buying a New Appliance

Buying a new refrigerator, washer, dryer, dishwasher, or stove used to seem fairly simple.

You found the appliance you wanted, compared the price, and bought it.

I don’t think it’s quite that simple anymore.

A recent experience with appliance warranty service taught me something I wish I had thought more about before making a purchase.

The appliance itself is only part of what you’re buying.

You’re also buying the company that stands behind it, the warranty that comes with it, and the people who will repair it when something goes wrong.

At 79, I’ve learned that good service matters more to me than it did years ago. I don’t want to spend hours on the telephone, chase down repair appointments, or wonder whether someone is going to show up.

Here are five questions I think anyone—especially those of us over 60—should ask before buying a major appliance.

1. Who Actually Manufactures This Appliance?

This is something I hadn’t given enough thought to.

There are plenty of familiar appliance brand names, but a name on the front doesn’t always tell you everything about who made the appliance or who will stand behind it.

During my recent warranty experience, a repair technician gave me some interesting advice. He suggested paying attention to companies that actually manufacture the products they sell.

That doesn’t automatically mean you’ll get a better appliance or better service. But I think it’s a question worth asking.

Before buying, I would find out:

Who manufactures the appliance?

Who provides the manufacturer’s warranty?

And who is ultimately responsible when something goes wrong?

Those aren’t very exciting questions when you’re standing in a showroom looking at a beautiful new refrigerator.

But they can become very important six months later.

2. Who Does the Warranty Work in My Area?

This may now be one of the first questions I ask.

My own experience taught me why.

After some frustration getting warranty service for my Frigidaire appliance, I did some investigating of my own. Eventually, I located a company that handles Frigidaire warranty work in my area.

The company has been in business since 1936.

The difference was remarkable.

They called ahead about the appointment. They showed up when they said they would. The technician knew what he was doing. And he fixed the problem.

He even gave me his business card and told me I could call the company directly in the future rather than going through a middleman.

That little business card may be worth more to me than another appliance brochure.

Before buying your next appliance, ask the dealer:

“Who performs authorized warranty repairs for this brand where I live?”

Then look up that company yourself.

How long have they been in business? What do customers say about them? How far away are they?

I’d rather discover that before I buy than after my refrigerator stops working.

3. What Does the Manufacturer’s Warranty Really Cover?

Most of us see the word “warranty” and assume we’re protected.

But what does that actually mean?

Find out how long the manufacturer’s warranty lasts and what parts and labor it covers.

Also ask what happens when you need service.

Do you call the manufacturer? The store? A warranty administrator? A local authorized repair company?

I wouldn’t rely entirely on what a salesperson tells me. I’d look at the manufacturer’s written warranty before buying.

It might take ten minutes.

Those ten minutes could save hours of frustration later.

4. Do I Really Need the Extended Warranty?

Extended warranties are often offered when you’re checking out, sometimes when you’ve already made several decisions and just want to get the purchase finished.

That’s not necessarily the best time to decide.

Before paying for additional protection, I’d first understand the manufacturer’s warranty.

Then I’d ask myself a few questions.

How much does the extended warranty cost? How long does it add to the manufacturer’s coverage? Who actually administers it? Who performs the repairs? Is there a deductible or service charge? Are there important exclusions?

I’m not saying extended warranties are good or bad.

I’m saying know what you’re buying.

A warranty isn’t particularly valuable if getting someone to honor it becomes the hardest part.

5. What Happens After the Sale?

This may be the most important question of all.

We spend a lot of time comparing appliance features.

Stainless steel or white?

French doors or side-by-side?

How many cycles?

How much capacity?

Those things matter.

But I’d add another item to the comparison:

What happens when something breaks?

I’d gladly give up a feature I rarely use in exchange for knowing that a dependable repair company is nearby and that someone will answer the telephone when I need help.

At this stage of life, convenience isn’t just about having fancy features.

Sometimes convenience means not having to fight to get something fixed.

What My Experience Taught Me

I’m glad my Frigidaire problem was eventually resolved.

More importantly, I learned something from the experience.

I found a repair company that’s been around since 1936. They called ahead, arrived on time and fixed the appliance. Now I have their business card and know whom to call.

But here’s what bothers me.

I’m fairly persistent. When something doesn’t make sense, I’ll make another phone call, search for another number and keep looking until I figure it out.

How many seniors would do that?

Someone in their 70s or 80s shouldn’t have to become a detective just to get an appliance repaired under warranty.

That’s why I think we should ask these questions before we buy.

Price matters.

Features matter.

Brand reputation matters.

But after my experience, I’d add one more thing near the top of the list:

Who is going to take care of me after the sale?

That’s a question worth asking at any age.

But the older I get, the more important it becomes.

Here is a good related article to read: Whatever Happened to Customer Service for Seniors?

— Gary Davis, Reinvent After 60