Things Fall Apart

A little over a month ago I flew out to San Franciso to spend a few days visiting my son and his fiance'.  I planned on taking the "Red-Eye" back, so beforehand I stopped in at a Barnes and Noble to find something to read on the overnight flight.  I stumbled across "Things Fall Apart".  If you're not familiar with this novel (and to my embarrassment I had only vaguely heard of it - my loss!), it is an universally acclaimed, relatively short, and very readable story of the beginnings of European encroachment on an African civilization.  

https://www.barnesandnoble.com/w/things-fall-apart-chinua-achebe/1116754130

When I returned to work a couple of days later, it occurred to me that this title, "Things Fall Apart", also applies in a way to my own profession.  At Manny's we sell what economists call "Household Durables", that is, products that are designed to last a certain number of years. However... appliances do not last forever.  At some point, and it is impossible to predict with any certainty just when this point will occur, your refrigerator, washer, or range is going to break. 

And, let's face it -- when your fridge or range stops working, when the ice cream is melting in your freezer, or you can't cook that roast when your daughter's bringing her boyfriend to meet you for the first time, well, to say you are not going to be pleased is an understatement!

So... now what?  In an earlier blog I wrote about the life expectancies of different appliances.  

https://www.blogger.com/blog/post/edit/5695512488839797470/7593492381966636773

Let's say you decide that since the appliance is only a few years old, you decide to call Manny's for service.  Like many people, you probably feel your appliance should have worked for more than a few years, which just adds to your frustration at having to make a service call.  We get it, we really do.  But, with only a few exceptions (Speed Queen laundry being a notable example) the manufacturer is only willing to warranty and stand behind their product for a year.  After that, like it or not, repair becomes the consumer's problem.  

So, you decide to give our service department a call (855-8-MANNYS, or 855-862-6697).  At this point your call is answered by one of our service reps, whose job is to schedule a call as soon as possible, at a day that works with your schedule as well.

Debra, one of our service reps, looking up from a service call to smile for my camera

Now, like all servicers (unless the product is still under manufacturer or extended warranty) there will be a diagnostic, or "trip" charge.  This is a necessary fee to cover the transporation, time, and labor cost of being a servicing retailer.  A trained and qualified service technician will drive to your house and diagnose the problem. While it would be great if we could stock every single part on all the various appliances in the market, past and present, that is unfortunately impossible.  If parts have to be ordered, the tech will call our service office and place the parts order, with the intent of returning to your home as soon as possible.

Mike, one of our service reps, in our Wilbraham service department back room checking in a parts order.

How long will this take?  It depends.  Sometimes the part can be overnighted, but sometimes the needed part may be on backorder - at which time we will receive an ETA from the supplier, a date that sometimes changes due to factors outside of our control.  We do carry an inventory of parts in our service department, but carrying ALL parts is simply not feasible.

Normally, this process takes anywhere from two to ten business days.  And the vast majority of the time, your appliance is repaired, functions as expected, and life goes on.

Mike (different Mike), service manager, repairing an electric range

I think the most frustrating service call for consumers is the just-out-of-warranty call.  Yes it would be great if manufacturers would either offer longer product warranties, or make more concessions if your unit is just beyond the warranty date, The reality is that more and more, manufacturers are reluctant to help out once the original warranty period (again usually one year) expires.  Think of it this way: after one year is up, the manufacturer of your appliance is passing the responsibility of maintaining that appliance from them to you!  

Now, there is a "proactive" solution that you can take when buying a new appliance:  Consider adding an extended warranty!  Manny's offers reasonably priced warranty plans that take the manufacturer's original warranty out to five years.  We also add additional benefits beyond the original warranty such as clogged pump repair, food loss reimbursement, and a 25% credit if you don't need to use the warranty (see brochure page below for details)!

In summary, we know that an appliance repair is at best inconvenient, and is often an unexpected expense.  We will our best to minimize your discomfort, and will do our best to repair your unit - properly - in a timely manner!!