Q: I paid $1,400 for a new Frigidaire induction cooktop from Best Buy. It was noisy from the start, but the installer said the sound would go away. Three months later, it was still noisy, so I called Frigidaire for service.
A technician replaced the cooling fans, but the noise didn’t improve. That same day, I found a crack across the cooktop.I called Frigidaire, and a representative told me to contact the technician. But the technician never answered the phone.
Frigidaire promised to arrange another appointment, but the technician missed two more scheduled visits. I’ve called and emailed both companies repeatedly, and while I did speak to a Frigidaire supervisor once, nothing ever happened. I also contacted Best Buy, but they said it was Frigidaire’s problem.
I have all my receipts and a record of my correspondence. Now I’m worried they’re just waiting for my warranty to expire. I want to return the cooktop for a full refund or at least get store credit from Best Buy. I’ve lost time and patience dealing with technicians who don’t show up and customer service that doesn’t respond. What else can I do to get this resolved?
— Linda Lockwood, Mill Valley, Calif.
A: You bought a brand-new induction cooktop, and you should expect it to work quietly and reliably. When it didn’t, Frigidaire owed you a prompt, effective repair or a replacement — especially after its authorized technician left you with a cracked cooktop and the original noise problem unresolved.
Under the Magnuson-Moss Warranty Act, manufacturers must honor written warranties, which means fixing defects or replacing the product within a reasonable time. California’s Song-Beverly Consumer Warranty Act also holds manufacturers accountable for defects and service mishaps.
Frigidaire’s warranty covers defects in materials and workmanship, and a crack caused during a service visit should absolutely be its responsibility. Best Buy, as the retailer, also has a duty to support you, at least by facilitating your warranty claim — especially since you reported the problem so soon after purchase.
You did almost everything right: You called for help, kept your receipts and documented your efforts with emails. But there’s one thing I always recommend — keep every bit of correspondence in writing, and escalate quickly when you don’t get responses.
Always ask for a supervisor in writing, and if you don’t get a response, move up the chain. I publish executive contacts for Frigidaire’s parent company, Electrolux, on my advocacy site, Elliott.org. A polite, concise email to an executive often gets results when routine customer service fails.
This was a complicated case. I reached out to Best Buy to see if it could help reach an agreement between you, the manufacturer and the technician.
“I heard from both Frigidaire corporate and Best Buy corporate and am returning my Frigidaire cooktop and buying a new Bosch cooktop,” you reported.
Remember: When customer service goes quiet, it’s time to turn up the heat. Don’t be silent. Otherwise, you could get stuck with a broken appliance.
Christopher Elliott is the founder of Elliott Advocacy, a nonprofit organization that helps consumers solve their problems. Email him at chris@elliott.org or get help by contacting him at the nonprofit’s site.
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