Refrigerator Warranty Gone Wrong
When Good Sam members Judith and Arden Johnston of Sequim, Washington, weren’t reimbursed for a faulty refrigerator part that was under warranty, they contacted Action Line for help:
We own a 2009 Phaeton motorhome that we purchased new in October of 2009. In November of 2010, we had the Norcold refrigerator serviced as instructed in a safety recall notice. Then in December of 2011, the refrigerator’s cooling unit stopped working. It was during the Christmas holidays, and we were unable to contact a Norcold service provider. We were desperate and had a local mobile RV repair service replace the cooling unit. The cost was $1,276 for parts and service. After the holidays, we tried several times to reach the main Norcold offices via email and phone calls, and finally on February 10 we were able to talk to someone in Norcold’s warranty division. They said that our unit was under warranty for three years, but they refused to give us information on how to make a claim because a mobile RV repair provider did our service. Since circumstances made it impossible for us to do otherwise, we should be entitled to some compensation for the repairs. It seems our unit was faulty from the beginning because no way should it have failed in two years. Can you help us solve this problem?
Action Line received the following email from the Johnstons after contacting Norcold on their behalf:
We are happy to report that we have had a successful resolution to our issue and our experience was very pleasant. Our Norcold representative was helpful, friendly and easy to deal with. We were reimbursed for the cost of the defective part. Thank you for making it a great day!
Since 1981, the Good Sam Club’s Action Line has helped resolve thousands of disputes between members and businesses. If you have an RV-related consumer issue and would like assistance, contact Action Line.