"Nothing sucks like an Electrolux."

I would suggest contacting Target? Why, you ask? Because Best Buy and Target are one big partnership in Minnesota's new Target Field for the Twins. Maybe Target won't like hearing that one of their founding partners is screwing their customers?

Just a thought.

The point of the "four break rule" is to wear you down so you give up and leave them alone.

I've "kinda" short circuited the no-lemon 4 repair on my service plan.

If you read the literature on the service plan, it specifically says something to the note of "4 _qualifying_ repairs" if the unit is not "repaired" (ie firmware, layer 8 error, NPF) it does not count.

I had a panasonic 5 disc 1000 watt DVD changer that went in twice and was repaired with the laughable "adjusted loading mechanism" (it means they couldnt reproduce the promlem, and made up this BS repair to appease the customer) on the 4th repair, I convinced them that even though two of the repairs didn't qualify, I convinced them to take care of it.

Is it not possible to simply return them and deal with someone else?

There is a pronounced lack of details here but I'll take a stab.

The dishwasher was purchased more than a year ago and since he doesn't mention extended warranties and the manager's 30 days comment, I have to assume that we are operating under the manufacturer's warranty only. Under that circumstance, the retail store is correct - it is not their issue. The issue remains between the OP and the manufacturer, Electrolux USA.

That Geek Squad offered to send someone out means that they must handle warranty repairs on Electrolux but they then need to operate under Electrolux's warranty provisions, not Best Buy's, so Best Buy is unable to make an exception for you. Electrolux might. Have you tried?

The "more than three repairs" requirement sounds like Electrolux's lemon policy (which may also be required by state lemon law) but my understanding is that the OP has had one failure on each unit, which leaves a minimum of two more on each unit before that kicks in. As a general rule, warranties give the MANUFACTURER the option of repair or replacement, save a contract term to the contrary, so under the circumstance, the OP is out of luck.

I understand the OP's frustration but the outrage is unwarranted. Electrolux (and thus Best Buy) appear to be performing according to their agreement, unless the OP cares to show otherwise. The OP's sarcasm, attitude and elitism work against him here. The letter smacks of entitlement and under the circumstances, I wouldn't bend rules to help him either. This needed a far more contrite approach. Take it as a lesson.

I'm usually one to side with a consumer when reading these stories, and have been on the end of some bad consumer experiences myself, but this one has me siding with Best Buy.

I'm their favorite type of customer. I buy the extended warranty on my items, just because I get piece of mind. They have never treated me badly and have been up front and honest with me from day one about what is/is not covered and time frames for repairs, etc.

When I get these warranties I read the paperwork that comes with it A) so I can be certain that it actually covers what the sales guy said, and B) so I can find out if the sales guy left anything out.

With that being said, I have found out a number of things, including the fact that they will only replace the item after the 3rd qualified (part replaced) repair if it fails the 4th time. Its in the paperwork in black and white.

I also found out that the Best Buy warranty, is not a Best Buy warranty. Its actually an Assurant Warranty sold by Best Buy. So Best Buy isn't actually making the call, Assurant is. If Best Buy decides to replace something, they do so at their own cost. They are not reimbursed by Assurant.

Last I checked, Best Buy was a FOR Profit company and as such, have rules and guidelines to protect their bottom lines.

@Geekybiker: More than a year after purchase? In what universe?

you said it! They are the same company as Zanussi and those have been junk when i've had them.

@GMFish: No, the point of the replacement is to curtail the otherwise endless cycle of continuous repairs and expenses (and perhaps to conform with state lemon law) that would otherwise be necessary. The four break rule was a contract term at the outset of the purchase, if he had wanted different terms, he was free to purchase an extended warranty. He didn't.

@fantomesq:

You said what I wanted to say, just did so much better than I. Kudos.

Best Buy's own rules have a 3 strike policy built into them. That's how my wife and I went from a 32" Sony TV to a 37" Sony, when the old one broke for the third time, the BB repair here in the Twin Cities pointed out their rule, and I had a new set in third days. Maybe James Lileks pissed off Tanya or they've changed the rules.

@nybiker: Target isn't going to care about an out of return policy, third party warranty repair dispute that their partner is already handling... they have enough of those themselves.

@halcyondays:
Fridigaire falls under the Electrolux umbrella.

This guy is also lying, "Top-of-the-line Electrolux" is an oxymoron.

The company makes the low cost economy models and that is all that they make. Sure some of them have a higher priced slapped on them, but beyond the signature fake stainless steel, it is identical to the cheap one.

@waybaker: You are correct about the third party warranty. This is required of retailers who provide additional warranties. With the prevalence of retailers going under, state law requires the warranty company to be an outside entity (although they are sometimes related/under same mangement)

Glad to know Electrolux still isn't any better than the junky Frigidaire appliances (same company).

@nybiker:

WHAT?????

Skip contacting Target. They last thing they care about is what Best Buy (a totally unrelated company) is doing. (eye roll)

But more important is this the sames James Lileks of the totally cool vintage ads and magazine site? If so, Best Buy should simply replace the appliances due to his excessive amounts of awesomeness.
[www.lileks.com]

Not paid shill - merely a fan!

Don't large appliances get covered by some state's lemon laws?

I know Michigan's LL covers computer purchases.
(Unfortunately I discovered this tidbit out after returning the same laptop to Alienware for the same problem six times. Couldn't use the computer for a full two months after it first arrived. :-{ )

NEVER...BUY...ALIENWARE
You may as well burn your money.

@GMFish: That, or they hope that the final break of the 4 will be after the agreement has expired and they are off the hook for the replacement.

They don't know a thing about the blogosphere if they felt so free to piss off James Lileks. BB is already on my no-buy list, but this stunt has earned them another year at least on the list: that's the length of time I'd need to hear nothing but good about them before I'd consider going back.

@fantomesq: " The OP's sarcasm, attitude and elitism work against him here. The letter smacks of entitlement and under the circumstances, I wouldn't bend rules to help him either."

You're not familiar with James Lileks, are you? Wow. Your internet privileges are hereby revoked.

@SkokieGuy: Yup, same guy.

But no, he's just another OP to the enlightened ranks of Consumerist readers. . .

@nybiker: That makes no sense.

@halcyondays: You never met my ex.....

@fantomesq: Apparently in the Costco universe.

I've been drooling over Electrolux products on their website lately, so bummed to hear people saying they're not so good....

I have dug into this issue before myself. My problem was I had a fridge (Maytag) with an extended warranty, that kept breaking. I went to executive customer services and got someone that said, they could replace my fridge, but would not because the store would have the "shrink" the item out.

My situation was actually worse I had 4 repairs or failures, but because the 4th item broke while the 3rd part was on order, they fixed both at the same time, and counted it as one failure. Even though the BB rep told me, I would be getting a new Fridge.

Ultimately it was explained that the replacing of an appliance is actually covered by a 3rd party almost insurance like policy, and BB cannot force their hand. Even If they make a mistake, they still can't fix it. So they offered a gift card for the trouble, and the Fridge broke again and I bought a Whirlpool.

I am very persuasive on the phone and there was no way around the policy.

@nybiker: I'm going to go on record as saying that this is the dumbest real suggestion I've ever heard.

@Daveinva: Oc course an elightened Consumerist reader wouldn't have shopped at Best Buy....

@csdiego: After a service fiasco with Sears two years ago and all the bad press about Worst Buy, my list keeps getting shorter !

I would recommend sounding less like a douche bag. You're upset, I understand, but you're only going to make yourself look like a bad guy (also). Making tiny stabs at people you're yelling at may work when you yell at your peers, but not when you email the CEO.

Heard of Manners? Yes? Okay, then.

Try again.

@SkokieGuy: internets, it's yours for the taking!

@csdiego: Best Buy hasn't done anything wrong in this instance. The OP's frustration is understandable, but the rules are such as they are. As far as I know, he might be able to buy an Accidental Protection Extended Warranty even after the original purchase. Cause an accident to happen to the washer/dryer/ whatever, and vhoila! You don't have to have any more repairs. Don't know how economical this option is though.

But yeah, his outrage is pretty much unfounded. He's had the product for over a year, and it just broke. When they fix it, it might last him another year. Who knows, the new part may not be susceptible to moisture, and may solve his problem for good. His frustration is quite understandable, but his rage is largely unfounded.

The problem is the service plans are backed by an insurance company. Every time the appliance breaks Best Buy makes an insurance claim. The insurance doesn't care if it was a $1 part or a $1000 part. It isn't like car insurance where they are allowed to total out a car.

Anyone had success short circuiting the 4-repair policy?
Well, I don't know, maybe the customer could look at the terms and conditions of the extended warranty document and see that it clearly states their lemon rule takes effect after the fourth repair. Just like every other lemon rule in existence, I should add.

Almost no store handles warranty service directly after 30 days. Manufacturers handle it directly (through local service centers) after 30 days.

Also, it's incredibly bush-league to threaten embarrassment on Twitter while ranting and raving like a child in an email. The only on that should be embarrassed by this email is the author.

@Traveshamockery:

Blockquote fail. Here's the second try.

Anyone had success short circuiting the 4-repair policy?

Well, I don't know, maybe the customer could look at the terms and conditions of the extended warranty document and see that it clearly states their lemon rule takes effect after the fourth repair. Just like every other lemon rule in existence, I should add.

Almost no store handles warranty service directly after 30 days. Manufacturers handle it directly (through local service centers) after 30 days.

Also, it's incredibly bush-league to threaten embarrassment on Twitter while ranting and raving like a child in an email. The only on that should be embarrassed by this email is the author.

@Daveinva: It doesnt matter who he is, or it shouldnt. People here complain all day about how unfair companies can be to the average person, or how big companies can stick it to the little guy...but here you are, advocating that its ok for this guy to do it to them? Thats hypocracy. The rules are clear in the situation, and this guy thinks they shouldnt apply to him.

@Daveinva: Well, he is just the OP in this case. Could be Edward Norton or Scooby Doo for all it matters.

He bought a hunk of crap and ahs to wait for enough repairs to warrant a replacement.

@2 replies by: FYI Alienware = Dell...

@Level-Headed, Even-handed: exactly, this guy has 10k followers, but I doubt any one of them are going to not shop at bestbuy becasue he says not to, and if they do, they are morons.

I read complains about walmart and bestbuy all day here, but neither have ever done me wrong, so I shop at both when needed.

I went to walmart on saturday, walked in, got what i needed, a friendly stocker located the item I couldnt find, and friendly cashier checked me out, and the door person told me to have a good day as I left without them looking at my reciept.

@csdiego: They know what the warranty/service contract says though.

@Smashville_can haz star???: Sorry, my comment wasn't properly labeled as more a comment on Target & BB pairing up, than a real suggestion. My apologies.

@fantomesq:

Go away, your logic has no place here among the rabid wolves. retailers (and especially Best Buy) always has to be at fault here.

More seriously, you're 110% (guaranteed or your money back) correct.

@Level-Headed, Even-handed: +1.

It's no surprise Best Buy was uncooperative. Would you want to help this douche out?

Didn't Elecrolux get low marks from CR for low reliability?

They made great vacuum cleaners back in the 70s, apparently, but nowadays I wouldn't buy a toaster from them.

More details are needed. The OP has cited multiple repairs to fix the same part. How many has he had? 1, 2, 3...? Is it the same part that keeps breaking? Is this part easily replacable by the user? If so, go to your local parts store and get the part yourself. Most of them if they are authorized parts distributors will work with the manufacturer to get the part covered under warranty, then keep your receipts and when the part fails for the 4th time, contact the manufacturer to advise them that you would like to invoke the replacement policy.

Be warned however, that the replacement policy will likely be a prorated credit towards the purchase of a replacement appliance, in other words, if you paid $1000 for a diswasher 2 years ago, you will probably receive an $800 credit to purchase a replacement diswasher.

I had an appliance replaced under warranty, and the manufacturer made that offer to me until I pointed out to them that it was because of the ineptness of their service technicians that I was required to purchase a new dishwasher (note: duct tape is not a suitable replacement for sheet metal screws and hinged latches), and they almost set my house on fire when installing the replacement dishwasher (there was real smoke, a small fire and melted plastic). The manufacturer opted to give me the replacement dishwasher as an even exchange for my 4 year old dishwasher because they realized that I had the makings of a very profitable lawsuit on my hands if I ever wanted to pursue it.

@The Porkchop Express: But he has 10,000 followers on Twitter.

@KillroyJenkins: The only good things that Fridigaire makes are refrigerators, which happen to get remarkably high ratings for reliability.