Appliances aren't what they used to be: What to do if you have a lemon

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He said some consumers aren't as inclined to fix machines when they see exciting new features (refrigerators, say, that email you when the milk's expired) and colors with relatively affordable price tags. Manufacturers benefit from that hunger for innovation. Twenty years ago, he said, popular brands typically offered a total of seven models to choose from. Today, major companies are likely to offer seven variations on each of those seven models, all in a range of colors.

"But that means manufacturers aren't doing the testing they once did," said Dawson, who writes a

on his company's website for those looking to buy and care for their appliances. The blog also features a f


Price vs. quality

Dawson and other repair people contend that for manufacturers to keep machines at the prices consumers want to pay, quality has come down. Consider what your parents paid for an appliance 20 years ago, say $500 for a washer, a chunk of change back then. Washers can still be found for $500, they say, yet those models often feature thinner plastics, fewer features or components designed for computers or electronics that don't do well near water or heat.

"Manufacturers today have two goals: Cut costs and output production," said Paul MacDonald, executive director of the

, a nonprofit trade group representing about 1,000 appliance repair companies in the U.S. and Canada. "If you're not buying and they're not manufacturing, they're in trouble."

Before you buy

Local repair companies and the industry's trade association recommend consumers consider these points, which could help them find an appliance that's a better and longer lasting match for their needs:

Assess your needs:

Brian Dawson of All Tech Appliance Service in Clackamas says consumers should think hard about what they want an appliance to do before they buy. For example, with a dishwasher purchase, he says, consider your family's size as you compare machine sizes. Do you entertain often? Consider dishwashers with a china cycle or short settings for washing glasses. Hate washing pots and pans by hand? Look for machines with adjustable racks.

Anticipate repairs:

Wayne Gassman of Gassman Appliance Repair in Boring recommends that when you've narrowed choices, call a repair company to ask how easy it is for it to track down parts and technical assistance for that particular brand and model. He says he sometimes struggles to find parts as well as the increasingly necessary technical support for today's electronic machines.

Consider life span:

If an appliance's longevity is a high priority, experts recommend steering clear of features, settings or options you don't think you'll use. Avoid digital if possible and look for machines with vents, fans or filters that are easy to clean. That doesn't mean buying the cheapest model, they say, but finding a solid middle-of-the-road appliance with basic functionality.

For more information: Check out


, as well as for particular brand and models' consumer reviews.

-Laura Gunderson

Indeed, Maytag Inc., the company once known for dependable washing machines that left a fleet of lonely repairmen in its perfectly sudsy wake, struggled in 2003 after creating cheaper models to face off with increased competition. Whirlpool Corp. bought Maytag in 2006 after years of consumer complaints weighed down its image and left it ranked near last in market share.

Many companies no longer offer long-term warranties, repair companies say, and replacement parts once stocked 10 years deep are in some cases available for only a few years after a model is introduced.

Competition, profit concerns and consumers' hunger for new features may be part of what's led to the downturn. But some other repairmen blame efforts to make machines more efficient. Refrigerator fans, for instance, have been designed to use less and less energy, they say, and that's led to weak compressors that don't last very long. As you can imagine, repairmen don't agree on every point. Some dismiss the idea that "green" machines may leave you in the red, along with assertions that parts from China, Vietnam and South Korea aren't made as well and can be tough for technicians to track down when a fix is needed.

Yet, they all agree that manufacturers aren't always to blame. Repair people say consumers are famously horrible at reading their manuals. That makes sense. Most of us have been using these appliances for years and don't feel a need for a refresher course on loading groceries into the fridge.

Think again. Wayne Gassman, who operates

, says people have pushed dryers too close to their laundry room walls or forgotten to clean out lint traps -- mistakes that can overheat and shut down the machine.

Dawson of All Tech also has tons of advice for consumers (see box), such as those who've called him to look at a new dishwasher that won't dry.

"They don't realize that dishwashers built today don't work like the 25-year-old one they got rid of," he said. "The old ones dried like an oven, but new mandates limit how much energy they can use."

Today, he said, machines need a rinsing agent to dry dishes. It's not a moneymaking racket, he insists, "they simply dry by a different process."

Consumers take action

Even when consumers pay attention, things can go south, as Jill Warren can attest.

MacDonald of the national servicers' group said he can predict the future: "That machine's going to break again."

Repair companies say a good rule of thumb is to raise a stink if your machine has the same problem three times. Many manufacturers have an unwritten "three strikes" policy if a machine continues to break down.

However, they said, that's not always true if you've bought the cheapest model. Local repair people recommend asking your technician to advocate on your behalf to the manufacturer. Or, they say, ask the technician how to describe your problem to the manufacturer to trigger such a policy.

They also say it's typically time to walk away from an appliance if you'll end up paying half the purchase price to fix it.

MacDonald also recommends going viral. He said his customers have had the most luck by tweeting their stories or posting negative reviews on manufacturers' Facebook pages. Warren took the advice.

Frigidaire had offered to refund 60 percent of the cost of her machine, or $568. She'd rather have a replacement or full refund as she's already had to pay $100 for a service-call fee that fell outside her warranty. And, she points out, she'll need to buy a replacement and probably have to pay to remove the broken Frigidaire.

"My family has 35 units of rental property and we buy lots of dishwashers, refrigerators and stoves. Do you think I could be a loyal customer?"

, along with a long string of others' complaints.

"Hi Jill," wrote a Frigidaire employee 15 hours later, "we're sorry to hear that you have been having issues with your washer and will look into the matter immediately. Thanks!"

Warren appreciated the quick response. It was much better, she said, than the slow and unsympathetic responses she's received by phone and mail.

"This just isn't OK," she said. "It's costing me money, it's cost me time and it's probably going to cost them a customer."

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P.S. Here's

on why leaving some food on dishes is necessary and more efficient.