Wilsonappliances

Our fridge, which we bought from Wilson's appliance two years ago, stopped working. This is a small, local business in Plattsburgh, NY. We called the service department and a man came out. Tom came to my home, I showed him to the fridge and he went to work. He evaluated the problem and told me the part that was damaged was either an evaporator or condenser. They could be ordered, but we may have to pay for the parts and labor if the fridge does not have warranty coverage. He said that labor and parts all together might cost $400. He said he would look into this and get back to us.

I called the service department twice without anyone picking up. I was nearby the shop running errands so I stopped in. There was a man at the counter, he looked stressed. His hair was greying and he appeared to be in his late 60's.

I told him about the problem with the appliance, the question about the parts, the warranty question and how the service department was not picking up. He found the account, explained that the parts that needed to be replaced we in stock. I brought up the question of how much parts and labor would cost, as the technician mentioned when he came to look at the fridge. He looked up at me with a sigh and raised his voice, "The fridge is under warranty, the parts won't you anything!" He seemed irritated. As when I walked in I observed his tense body-language, I didn't take it personally. I asked him the next question I needed to have clarified - whether we would have to pay for labor to install the parts.

He grew more agitated. His blue eyes widened and he curled his lips up, "I told you it's not going to cost you anything! What don't you understand?" His approach was offensive, but the urge to drop the issue was outweighed by my concern for the incongruity between his statement and the one of the technician regarding whether we would be charged for labor.

Now he was yelling from behind his desk. "Lady, what don't you understand? It's not going to cost you anything!"

I steeled my nerves and asked him when a technician could be there to install it. He said he couldn't have anyone come out to repair it until the 25th. It was the 3rd of the month and I told him we couldn't wait that long. "I can't materialize a guy to come out to you! I don't have anyone! I don't know what you want!". It had already been two weeks since it quit working. So instead I would buy another from Lowes. He continued to unload round after round of personal insults. Then about how I shouldn't ask questions; how he couldn't "move around" other people.

By this point I was feeling abused and disrespected. I reminded myself that whatever triggered him before I came into the store was probably the reason for his behavior. Also, if I could just get through this exchange it would save our household budget the repair costs, or the yet higher cost of buying a new refrigerator altogether.

Before I could ask about a refund for the cost of the warranty in the event I did decide to buy a new fridge, he interjected how he would send out a "loaner fridge" and the earliest it could be there was two days from now. I asked if there would be a delivery charge for when it would be delivered. He escalated, "It's not going to cost you anything! It's under warranty! I'm trying to help you; what don't you understand!" I clarified the question and he really started to yell. I took a breath and fielded the last obstacle - fitting the fridge through our doorway would be a challenge. It was an older home with a very narrow doorway. He said he knew about doorways and it wouldn't be a problem.

This didn't make sense as not all doorways are the same width and I had no idea the cubic-measurements of the fridge which would be the loaner. I told him I would have to go home, measure the doorframe and get back to him.

He yelled that I shouldn't ask questions, that he was "in construction" and "knew what he was doing".

I told him that I was sorry for how he was feeling. I was asking questions because I am a consumer and I didn't want to be taken advantage of. I took one of his business cards from the far side of the counter. There was a thin layer of dust covering the paper and the laminate. I asked him if the number on the card is a good number I could call with the measurements. He took the card and wrote down the number he preferred I call instead. I asked if he knew what time the loaner would be delivered.

"I was going to help you, but you know what? You can deal with the service department and let me tell you they aren't going to put up with your questions".

I couldn't help feeling somewhat violated by the exchange. Turns out, he was the owner. I honestly can't understand how he can keep a business running when he treats his customers this way.