Customer finally gets new refrigerator from The Brick after years of recurring problems

Click to play video: 'Retailer replaces refrigerator after complaints about quality'
Retailer replaces refrigerator after complaints about quality
WATCH ABOVE: One of Canada's largest retailers has agreed to replace a customer's $2,600 refrigerator covered under the company's extended warranty. As Sean O'Shea reports, The Brick says it is honouring a pledge under its No Lemon policy – Mar 16, 2016

TORONTO — An Ajax, Ont. woman whose refrigerator has been fraught with technical glitches is getting a new one after Global News reached out on her behalf.

Dawna Panas bought the Frigidaire Gallery refrigerator for about $2,600 and purchased an additional extended warranty for about $200 at The Brick, one of Canada’s largest furniture and appliance retailers.

In the first year, Panas says there were several problems with the appliance, which was repaired under the manufacturer’s 12-month warranty. But she says the problems persisted into the second year, including freezer failures and recurrent problems with the automatic ice-maker.

“A lemon. A nightmare. It’s not working more than it works. I haven’t had a nice, functioning ice maker in a year,” Panas told Global News.

The Brick repaired the refrigerator on multiple occasions, according to Panas. She says service technicians came to her home “at least ten times.” But, she says, when she asked The Brick to replace the refrigerator under the terms of its “No Lemon” warranty, the company resisted.

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“I thought I’d get a replacement. Absolutely. Or even a store credit–I wouldn’t care. I just don’t want that fridge. It’s broken. It’s not going to continue to work,” she said.

When Global News contacted The Brick headquarters in Edmonton, AB, the company investigated her claim and immediately agreed to replace the refrigerator.

“Ms. Panas is eligible for a replacement refrigerator,” said Gregory P. Nakonechny, Vice President, Legal for The Brick.

“We apologize for her frustration while we were attempting repair of her refrigerator. Ms. Panas’s experience demonstrates how The Brick’s warranty program differs. Unlike most warranty programs that only provide endless service when functional aspects fail, The Brick stands by its customers by providing a brand new replacement.” The Consumers’ Association of Canada says, in general, extended warranties aren’t the best investment.

“We suggest you use the 12-month warranty that comes with most goods. If you can get through that 12-month period you’re usually okay,” said Bruce Cran, the association’s president in Vancouver.

Panas is delighted that she will soon be parting ways with her old refrigerator and getting a new one.

“I got the great news that The Brick is going to replace my refrigerator finally after several emails and fighting back and forth with them. It’s excellent news.”


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