Submitted by DodgeDeBoulet t3_11b2r4i in Maine

Through an excellent deal made available through a close relative, we obtained a premium brand refrigerator at a very attractive price. That was roughly a year and a half ago.

2 weeks ago, the icemaker stopped working. We tried multiple methods to get it going again but all failed. So we called the seller (and in this case, also the manufacturer) with the intention to ask them to fix it under Maine's Implied Warranty law.

When I eventually got to a human, I was told in no uncertain terms that the refrigerator was out of its factory warranty (I knew that, it was one year), they would do nothing to fix it, but would connect me to their "customer advocacy" department.

The individual I spoke with there also initially disclaimed any responsibility for repairing the refrigerator, and indicated that she was quite familiar with the Maine law. Later in the discussion she agreed to look further into it but would need a diagnostic visit from A&E Factory Service (used to be Sears), and I would need to forward the repair quote to them for approval.

I was quite skeptical that this was my responsibility, but in an effort to expedite the process I agreed and told them that I expected to be reimbursed for any costs I incurred. I scheduled the visit, paid the $150 visit fee, and collected a repair estimate of approximately $800. Receipt and estimate were forwarded to the "Customer Advocacy" email address I was provided.

When I next spoke with a representative, they claimed that since my refrigerator had no prior repair history, the implied warranty was void. A manager on the same team confirmed it, and they refused to cover the diagnostic visit and the repair.

So I filed a complaint on-line with the Maine Attorney General's office and uploaded the diagnostic receipt, estimate, purchase receipt for the refrigerator, and copies of my email communications with the seller/manufacturer. The morning of the following day, I received an email from the AG's office that my complaint had been received and forwarded to the manufacturer.

Less than 2 hours later, I got a call from the chairman's office of the manufacturer. The representative I spoke with was extremely apologetic and very aware of their responsibility in servicing my defective appliance. She dispatched a local factory-authorized service company to take care of the repair and FedExed me a check to cover the cost of the initial diagnostic visit and the ice I'd had to purchase while the icemaker was non-functional.

The refrigerator and its icemaker are now working as intended, and I am deeply grateful that our state has this very consumer-friendly law on the books.

The law works. Know your rights and use it!



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GreenStoneRidge t1_j9vnhe6 wrote

Nice! Thanks for sharing this story. I sometimes forget that this policy exists and its good to know you were able to put it to work for you.


MyLifeForAnEType t1_j9wmrfx wrote

I hope something like this becomes standard nationwide and we can get past "accepting" that things not lasting anymore is normal


6byfour t1_j9yr2dn wrote

What a difference that would make on the mountains of solid waste we toss every day


mainegreenerep t1_j9w0vun wrote

They will dodge until they get the AG call, then they fold. This is the way


DodgeDeBoulet OP t1_j9w32xd wrote

The chairman's office claimed that it was a deficiency in the training of their "customer advocacy" associates.

I remain unconvinced.


mainegreenerep t1_j9wder3 wrote

The deficiency is that there's no training, as they don't recognize Maine's right to repair unless forced


SeawolfGaming t1_j9wmbxr wrote

Right to repair and implied warranty are two completely different things. We desperately want a Right to Repair law in our state.


mainegreenerep t1_j9wzkoq wrote

lol, my bad. I was listening to a radio show on right to repair while typing this.

I need to not multitask or I type stupid shit.


hoowahman t1_j9y4pin wrote

Unfortunately many companies go this route with the state of Maine law. It’s how their natural business processes evolved. I used this law a few years ago and I had to mention the law to every rep along the way. Once had a rep say I would have to pay still on a pro rated fee to fix a fridge that was 3 years old. I mention the law and said I don’t have to pay that. She apologized and like she suddenly remembered I didn’t have to.


fredezz t1_j9w1prt wrote

Sorry I couldn't give you 2 upvotes, great outline worth saving.


SouthernButterbean t1_j9vtqqv wrote

We got a new motor for a riding lawn mower this way. Never hurts to try!


krichmond100517 t1_j9w13vc wrote

Awesome story! Sadly not many know of the law


DodgeDeBoulet OP t1_j9w2aas wrote

That's why I posted ... information about this law and its ramifications is important to share. We're very lucky to have it and I'd love to hear more stories about people getting what they're due with it.


DodgeDeBoulet OP t1_j9w2uov wrote

The one thing I'd definitely do differently next time (assuming I don't get immediate satisfaction from the seller or manufacturer) is file the complaint with the AG. I'm sure I would have kept my stress level much lower if I'd gone straight to filing the complaint. And I most likely would have had a working icemaker sooner ...

Here's a link to the complaint form.


Imagine_Gravity_0007 t1_j9w4l33 wrote

Thanks for your story... I bought a refrigerator for a big home supply store... 10 yr compressor warranty... no way to get it repaired call a dozen repair places who refused to fix it as manufacturer doesn’t provide any technical support... big run around from store and manufacturer... even though there is 4 years left on the warranty.


DodgeDeBoulet OP t1_j9wmblj wrote

If it's still under warranty, fill out this form and submit it with a copy of the warranty and your purchase receipt. You'll need to provide the name of the seller and manufacturer too. You may still get some satisfaction. Good luck!


civildisobedient t1_j9ywjt2 wrote

Important bits for the lazy:

> It can be an Unfair Trade Practice to refuse to honor the Maine Implied Warranty Law within four years of sale. The basic test for possible implied warranty violations is as follows: > > * The item is seriously defective, > * The consumer did not damage the item, > * The item is still within its useful life and is not simply worn out.


NoFeetSmell t1_j9x02jq wrote

I'm not sure if it'd apply to appliances, but people should also know that if you buy electronics using a credit card, Visa, and Mastercard (and I think Amex too but don't quote me) provide additional warranty protection as one of their perks of use. So if your original manufacturer only gives 1 year, there's normally an extra year tacked on by Visa. Anyway, here's a page by the credit-agency (that lost all their customers data that time) Experia confirming it all.


RatherNerdy t1_j9x5h7i wrote

I've used it multiple times:

  • Fan and controller for a radon mitigation system (took some back and forth with the company whose main office was in Mass)

  • several Amazon purchases that were beyond the return window


mullenman87 t1_j9wmyi0 wrote

damn lucky you. I tried using this law with a Lenovo laptop that had a defective trackpad and nothing happened :|


DodgeDeBoulet OP t1_j9wnz1z wrote

Did you file a complaint with the AG's office? I'm sure that if I hadn't done that, I would never have gotten satisfaction from the manufacturer.

I've been a fan of Lenovo for years, but my experience with my most recent purchase has not been great. Since my business relies heavily on it, I purchased a 4 year premium on-site support plan. Fortunately, that's worked out well; the motherboard has been replaced twice.

I doubt my next purchase will be a Lenovo, though.


[deleted] t1_j9wslts wrote



DodgeDeBoulet OP t1_j9wws2g wrote

Mine's a P15 Gen 2 portable workstation. Great specs and good reviews, but I think COVID did a number on their QC. It's finally working well for me so I'm hoping it will stay that way. But the first few months were discouraging ...