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Updated by user Nov 26, 2017

The refrigerator was returned to me repaired.

Updated by user Nov 26, 2017

My repaired refrigerator was delivered on November 22nd in the afternoon.So it took almost 4 weeks from beginning to end for this consumer to have her refrigerator repaired and functional. Please note that I had purchased a $500 home warranty protection plan when I purchased the refrigerator.Comparison--My LG washer recently developed a leak.

Washer is covered under Sears Protection plan. I spent 5 minutes online scheduling an appointment on Friday.

Technician will be arriving at my house on Monday to repair the washer. This is the type of response I expect when I pay out of pocket for a warranty.

Original review posted by user Oct 26, 2017

My husband and I bought a lovely LG Refrigerator in 2013 and we paid $500 for a Home Depot Warranty. What we did not realize is that Home Depot uses Asurion to provide the warranty services.

What is key to understand (which we did not) is that Asurion does not provide the repair services themselves. Instead they use a myriad of sub-contractors to provide the service. So when our LG ceased working they had to reach out to their sub-contractors. When the first incident happened we had to wait 5 days for repair person.

After one week the LG ceased working again. This time we waited 4 days for a repair person. On the second trip the repair person determined that a LG certified tech would be needed. Upon following up with Asurion they informed me that they would have to search for a LG certified tech (why they did not have this information readily on file boggles the mind).

When I called back to confirm they let me know that they found a service provided with LG credentials but it would take 7 days for the tech to come out to my house. As a service provider they appear to have no way of categorizing problems (for example appliance outage is a SEVERITY 1, Barbecue Grill outage could be considered a SEV 2). There does not appear to be any guarantee on response time AND there certainly does not appear to be any concern about maintaining a certain degree of Service Level achievement. So essentially Asurion is nothing more then a low cost dispatch service which routes repair calls.

So what have I learned? Lesson learned --- Before making any future appliance purchase ask critical questions about the warranty service and research their reputation. A good deal is not such a good deal if the appliance breaks down and you end up with a multi week wait for repairs. I am now dubious about making any large appliance purchases at Home Depot.

I had previously used Sears and had normally purchased Sears warranties. I never had to wait more then 24 hours for a knowledgeable Sears tech to come out an resolve the issue.

Reason of review: Warranty issue.

Preferred solution: Let the company propose a solution.

Asurion Cons: Poor claim policies, Company policies are customer unfriendly, Poor process and procedures, Reliance on multipe sub-contractors.

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