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HOW TO PURCHASE THE BEST APPLIANCE VALUE USING THE ENERGYGUIDE LABEL Proper planning and evaluation, before buying, can save time, trouble, and money each step of the way. Take the time to determine the appliance’s annual cost of operation. Remember, while some energy-efficient appliances have higher purchase prices than less efficient ones, they will cost less in the long run, because they require less electricity to operate. Calculating and evaluating the appliance’s annual cost of operation, is the best way to be prepared for the best buy. Carefully read the EnergyGuide Label, which appears on appliances, to get the best buy. The EnergyGuide Label is required by the U.S. government on many home appliances, and gives information to help customers select and save. The in formation gained from the EnergyGuide Label will be important. • It will help the customer compare the estimated annual operating costs of one model versus another. • It will give information about the size range of the models being compared. • It will tell how each model compares in terms of its energy costs to other models in the same size range. To read the EnergyGuide Label, at first look for the estimated annual energy cost in the center. To either side are energy costs of lower-rated and higher-rated models. These costs are derived from national-average electricity rates, so knowledge of the local rate for electricity is helpful. MAJOR APPLIANCE CONSUMER ACTION PANEL (MACAP) The Major Appliance Consumer Action Panel, or MACAP, is an independent, com plaint-mediation group made up of professionals (with expertise in textiles, equipment, consumer law, and engineering) who volunteer their time. Panelists cannot be connected with the appliance industry. They receive no financial remuneration other than the reimbursement of their travel and living expenses while attending meetings. MACAP receives comments and complaints from appliance owners; excessive charges, delays in parts and service, and alleged unnecessary repairs are frequently mentioned. Other complaints are related to product performance; such as operating noise, temperature maintenance, and running time. Non-responsiveness of dealers and manufacturers, warranty coverage, food loss claims, imperfect finishes, improper installation, and purchasing dissatisfaction are also alleged. MACAP also studies industry practices, and advises industries of ways to improve their ser vices to consumers. It also recommends how to educate consumers on proper appliance purchase, use, and care. The panel develops and distributes educational publications and periodic news releases, when its review of individual consumer complaints pinpoint information that would be useful to consumers. The panel is sponsored by the A of Home Appliance Manufacturers. The types of appliances represented are: • Compactors, and laundry equipment • Dehumidifiers, ranges, and microwave ovens • Dishwashers, refrigerators, and freezers • Disposers, and room air conditioners After a complaint reaches MACAP, the staff screens it, so as to ascertain whether the consumer has already requested assistance from the local dealer and brand- name owner’s headquarters office. If this has been done, the complaint is sent to the sponsoring association and, thereby, enters MACAP’s communications phase. Here: 1. Copies of the consumer’s correspondence, or a summary of telephone comments, are sent to the brand-name owner involved, requesting a report on proposed action within two weeks. 2. A letter is sent to the consumer acknowledging receipt of the complaint, reporting action taken, and asking for any additional information, if necessary. 3. When an answer is received from the brand-name owner, the staff writes a letter to the consumer confirming any company action or information. The consumer is asked to return a card verifying this action. 4. The file is then resolved, unless the consumer otherwise advises MACAP. 5. If the complaint reaches an impasse, the file moves to the study phase. In the study phase, the Panel discusses the file at a meeting. Preparation for this review includes the gathering of an exact and detailed background of the complaint from the consumer, and from the brand owner, if such information is not already on file. If conflicting reports are received, the Panel might ask for an independent, on- site evaluation by a utility, extension, university home economist, or an engineer. All information is included in a confidential summary prepared by the staff and discussed by MACAP The panel might make a recommendation to the company and/or consumer, ask for additional information, or close the file on the basis of the information presented. Purchasing decisions The purchase of a major appliance is one of the most important investments made for the home. MACAP experience in handling consumer appliance com plaints has shown that poor purchasing decisions lead to unhappy appliance owners. Here are some pointers from MACAP to help the consumer make wise decisions: • Ask the dealer for specification sheets from several manufacturers of the appliance types you plan to purchase. Study them carefully, and note the different features, designs, and capacities. • Ask the dealer to see the warranty before purchasing the appliance. Does the warranty cover the entire product? Only certain parts? Is labor included? How long is the warranty coverage? • Ask the dealer for the use and care manual. Read it carefully before you purchase the appliance. The dealer should have manuals available from the floor models on display. These manuals will help in asking pertinent questions; and it will explain how the product operates, and what special care it needs. • Decide what special features are essential. Consider the possibility of adding on features at a later date, such as an icemaker for a refrigerator. • Check the space available for the appliance. Will it fit where it is planned? Is there adequate clearance space in the hallways and doors through which the appliance will have to pass before installation? • Check the product design carefully prior to purchase. Compare the designs of different brands. If a combination microwave oven/range is being purchased, check the space between the units, to be sure everything will fit. • Clearly establish the cost of delivery and installation. Are these costs included, or are they extra? • Ask the dealer if he services the appliances he sells. If not, ask him where to go for authorized factory service. • Compare price in relation to convenience and service. Both vary according to the model. As more features and conveniences are included, the price increases. • Be sure the house has adequate electrical service for the appliance, in order to avoid overloading circuits. Also, be sure it has adequately grounded, three-hole receptacles. APPLIANCE WARRANTIES MACAP urges the consumer to compare warranties of different brands the way you compare price, size and features. It’s a basic consumer responsibility! Yet the panel’s experience in working with consumer appliance problems indicates many consumers are not aware of the importance of warranty buymanship. Warranty inspection is a legislated consumer right. A federal law, the Magnuson Moss Warranty/Federal Trade Commission Improvement Act of 1975, requires warranty information to be available at the point of purchase for products costing $15 or more. The law does not, however, require manufacturers to provide warranties on their products. The store must provide this information in one of the following ways: • Displayed near the appliance. • Shown on the package displayed with the appliance. • In an indexed and updated binder, that is prominently displayed, containing all warranties for products sold in the department. • If ordering the appliance through a catalog, the catalog must include the warranty text, or offer it upon request. “Full” vs. “limited” warranties The “full” warranty offers more protection. Under a “full” warranty, as a minimum, the warrantor must remedy the problem within a reasonable time and without charge, for as long as the warranty is in effect. In addition, the manufacturer might not limit the duration of any implied warranty. Any limitation (or exclusion) of con sequential damages (e.g., food loss, or floor damage) must appear conspicuously on the warranty. If a reasonable number of attempts to correct an in-warranty problem fail, the consumer must be given the choice of a replacement, or a refund. Under a “limited” warranty, the protection is limited to what is outlined in the terms of the warranty. For example, the warranty might require that the consumer pay for diagnostic costs, labor costs, and other costs of that kind. Also, any implied warranty might be limited to the duration of the written warranty. A “limited” warranty should be studied carefully to determine exactly what the warrantor will pro vide, and what costs the consumer must pay. Warranty time limitations Some major appliances are hardly used over a year’s time. The window air conditioner in Minnesota, the refrigerator at the lake cabin in Michigan, the range in a Florida vacation condominium; all of these have only seasonal use. When problems with these appliances arise, some owners feel that four years of seasonal usage should constitute less than one year’s worth of warranty coverage. The manufacturers think differently. MACAP knows it is necessary for the consumer to be aware of the contents of their appliance warranties, and also for how long the period covers. The coverage is stated for a specific period of time, not for how of ten the appliance is used. The coverage period might vary with the product’s components. For example, a window air conditioner warranty might provide free repairs of any part that breaks down in the first year, but only partially cover repair expenses of the sealed system components (compressor, evaporator, etc.) for an extra four years. Manufacturers can offer almost any type of warranty, as long as the provisions are clearly stated, and the warranty is available for review before buying. Although seasonal usage might result in less wear and tear on the appliance, MACAP believes that there are at least two valid reasons for not basing warranties on usage: • Basing a warranty on usage (rather than appliance age) is unrealistic, because it’s impossible, for a manufacturer to monitor actual consumer usage. • Some appliances actually suffer more from extended periods of non-use, than from continuous daily operation. For example, refrigerator and air conditioner sealed systems stay vacuum tight (generally for many years) if the refrigerant gas and oil it contains are kept moving. This way, the various seals are kept lubricated and soft. They might dry out if the mechanisms involved don’t move for long periods. The dishwasher provides yet an other example. Many consumers don’t realize that the seals in the pump area of the dishwasher are meant to be immersed in water at all times. Water keeps the seal soft and pliable, which is necessary for proper operation. MACAP urges consumers to carefully read the warranty that comes with each major appliance, and use the appliance enough during the warranty period so that any defects might have time to surface. It is important to use every feature and control on the new appliance soon after it is installed.
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