Washing machines woes: Despite several repairs new washer still wouldn't work
Doing laundry is not something most people look forward to, but East Chezzetcook, N.S., resident Marian Renouf is delighted that she can finally wash her clothes at home after being frustrated by a new washer that didn't work.
Renouf, who is 84, paid $1,600 for a new Maytag washer from Sears in May but said she experienced continual problems and was only able to do four washes since getting the machine.
Renouf estimates she had repairmen to her house nine times, although she didn't keep a record of the visits and says she was not given paperwork by the repairmen.
More than one problem
"At times the water wouldn't run in and other times it would keeping on spinning and wouldn't stop," she said. Another time she couldn't open the door of the machine.
She said Sears referred her to the manufacturer, Whirlpool, who she repeatedly asked for a new washer, but was told by customer service agents "it is repairable".
"After awhile, it gets on your nerves," she said.
Not knowing what else to do, she contacted CBC News. After CBC News made Sears and the manufacturer aware of the situation, Renouf received a flurry of calls from both Sears and Whirlpool almost immediately and within two days was told she would receive a new washer.
It was recently delivered and installed and she said it is working perfectly.
"What a relief," she said. "When your washer is not working it upsets the whole household. You always have clothes to wash and every time I needed to do a wash I'd have to take them somewhere."
What's a consumer to do?
Renouf was fortunate to get such a quick and positive response. Without it, her only option was to take court action. Unlike the U.S., there is no "lemon law" in Nova Scotia, requiring manufacturers to replace new items that need repeated repairs.
"There are implied conditions or warranties under the Consumer Protection Act that apply to all consumer sales in the province," according to Service Nova Scotia spokesman Daniel McNeil.
He said under the act, "Goods must be sold fit for the purpose purchased, are of merchantable quality and will be durable for a reasonable period of time."
He said the unhappy consumer would need to go through small claims court and argue that the goods sold did not meet the specific requirements under the act.
"If the court accepts the argument, one could be awarded damages or the sale could be voided," McNeil said.
Whirlpool apologizes
Sears Canada spokesman Vincent Power told CBC News in the first year service calls are always arranged by the manufacturer — in this case, Whirlpool.
"This is common across the industry," Power said, adding that it's the manufacturer's call whether it's repairable. "However, we are prepared to step in for the customer if warranted by the circumstances at hand."
Whirlpool spokeswoman Kristine Sherman said in an email to CBC News that Renouf's washer was replaced at no charge.
"We are very sorry about the problems Mrs. Renouf experienced with our product," she wrote.
Sherman said Whirlpool Corporation has been making appliances for more than 100 years and product quality is among their top priorities.