(rattling)
>> Hey, how are you doing.
>> I'm Jeff.
>> And I'm Phil.
And we're the appliance guys
>> And we've seen it all.
(♪♪)
>> Tom: We're calling in the
appliance repair men.
Because well, you say it's an
emergency.
>> Help, my fridge stopped
cooling and almost started
burning.
>> One day it just stopped
working.
All of the food in my fridge
spoiled and it ended up on my
curb.
>> Every three or four weeks
this freezing compartment
freezes up.
As a matter of fact, it is
frozen solid right now and
we can't open it.
>> It burns everything and
it's going to burn the house
down.
>> I would expect my machine
to last me at least ten years.
>> I really miss my old
washer.
(♪♪)
>> Tom: Why don't appliances
last the way they used to.
These old pros are about to
tell all.
Five industry secrets...
No holds-bar.
Tonight: Repairmen unplugged.
Phil, Tom Harrington from
"Marketplace."
>> Nice to meet you.
>> Tom: Jeff?
Thanks for coming into our
fake kitchen.
Phil and Jeff are going public
where other repairmen we talked
to wouldn't.
Risking an industry backlash.
>> You guys have come on to
tell us your stories; why?
>> Let's face it, things aren't
being made the way they were.
We're all a part of it and we're
all stuck with it so what do
you do.
(♪♪)
>> Go on TV and try and wake
somebody up I guess.
>> Tom: They each spent more
than 35 years in the business
seeing a landslide in quality
and a flood of customer anger.
When you go into a house and
you have somebody with a
relatively new machine and has
a major problem, what is the
reaction you get?
>> You don't want to hear.
>> Tom: Really?
>> We've got to keep it clean
so...
>> Tom: They get upset.
>> Damn straight, yeah.
They're not too thrilled.
(♪♪)
>> Tom: For sure these ain't
your mother's appliances.
Today's fridges, stoves and
dishwashers are fancy, high
tech.
And often pricey.
We spent $4 billion on them
every year.
>> My crisper.
>> Tom: Yet they seem to be
breaking down...
>> Starts getting filled up
with water.
>> Tom: As fast as they can
make them.
(♪♪)
>> Tom: And that keeps Steve
Brannan on the road every day.
>> Hello.
>> Two medium dark roast
please.
I have had up to 70 calls in
one day.
>> Tom: Steve is our
"Marketplace" repairman and
says he's busier than ever.
>> We should be making these
things to last a lot longer.
>> Tom: Today, we're asking
him to help solve a mystery.
>> I'm not a happy Whirlpool
customer.
>> Tom: Mark White's appliance
battles have worn him down.
He wants to know why his
fridge, stove, and dishwasher
all needed fixing.
>> I expected them to work like
new for at least five years.
>> Tom: Instead, it's been
barely two years.
>> I take care of my appliances,
they weren't abused.
This isn't my fault.
>> Tom: Let's see what the
problem is, shall we.
>> Very good.
(doorbell ringing)
>> Tom: Who's to blame for
what happened.
That's why Steve's here.
Hey Mark.
>> Morning.
>> Tom: Tom Harrington from
"Marketplace".
How are you?
>> Pleased to meet you.
Good thanks.
>> Tom: This is Steve Brennan.
You need some help?
>> I do, yes.
>> Tom: All right, let's come
in, it's cold out here.
>> Thank you, I appreciate you
coming by.
>> Tom: First up, Mark's fridge.
>> This is it.
>> Tom: Complete with ice maker
and freezer in the bottom.
>> The fridge gave me quite a
scare.
I come down in the morning and
there would be water pooled
down here in front of the fridge
and I thought, hmm...
>> Tom: Mark was stumped, so
he called Whirlpool who hooked
him up with a repair man.
>> The service guy knew exactly
what was wrong with it and I'm
like that's odd, how do you know
exactly what is wrong with it?
He comes in.
>> Tom: A clogged drain was
causing ice to build up and
water to seep out on to the
loor.
>> He said these series of
fridges have this design problem
where that drain tube gets
clogged up from dirt, dust,
whatever.
My next question to him was
well, if Whirlpool knows that
this is a design problem, you
know, are they going to cover
the repair?
And he said, you know, they've
said nothing to us about that.
>> Tom: Our appliance guy has
done that repair before.
>> If there was a design flaw
and the repair man is telling
Mark that, why should he have
to pay to get it fixed?
>> Well really, he shouldn't,
right?
So if it is a design flaw,
then he shouldn't have to pay
to have it fixed.
>> Yeah, I don't think I should
be on the hook for the bill.
>> This is a drain issue on a
refrigerator which is the most
common problem I fix on any
refrigerator.
>> Tom: In fact, Whirlpool has a
replacement kit in case the
drain keeps clogging.
As you'll see, that sort of
thing is common in other brands.
>> Hello "Marketplace" it's
Terry in Vancouver.
I'm hoping you can help me
with my Samsung fridge that is
just two years old.
>> Tom: Terry Lake's fridge is
leaking water too.
>> I'm going to phone Tom
Harrington from CBC and see
what he can do for me.
>> Tom: Hi there.
>> Hi Tom, how are you.
>> Tom: I'm good, Terry, how
are you?
>> Great, thank you very much.
>> Tom: I have friends with me.
>> Okay, great.
>> Tom: We organize a party line
service call for Vancouver.
I understand you have a
problem with your fridge.
>> Yes a big problem with my
fridge, it's been plaguing me
all year.
Would you like to see it?
>> Tom: Terry is hoping Steve
can help.
Yeah, show us the problem.
>> Okay.
This is my fridge.
And my crisper is filling up
with water.
>> Tom: Water in the crisper,
eh?
>> Yeah.
>> Tom: The water leaking into
the vegetable drawer isn't the
only problem.
>> So I'm just gonna pull out
the crisper now.
And so I hope you can see this.
But now in the last few days
I've got ice forming here.
>> Okay so we have another
refrigerator with a plugged
drain.
>> Tom: Terry has been solving
her problem the old fashioned
way, unplugging it.
>> Like frost-free freezers
went out how many years ago
now and now I have a non-frost
free fridge for goodness sake.
I mean, this is craziness.
>> It's retro.
>> Thanks, yeah along with the
stainless steel front.
>> Tom: Like Mark's Whirlpool,
her Samsung trouble began
after the one-year warranty
ended.
>> Got any ideas for me?
>> Tom: The more we look the
more cold hard truths we learn
about leaky fridges.
Online there are lots of similar
complaints.
>> I'll read you what this one
person says, the ice is back
and my food continues to
spoil.
I don't know if they're still
selling this fridge or not.
>> Tom: And there is a potential
class action law suit against
Samsung in the U.S.
>> This is $1,400 and it's
garbage.
It's crazy I can't live like
this.
>> Tom: So what are shoppers
hearing about the reputation
of Samsung fridges?
Let's find out the "Marketplace"
way, shall we?
We're taking our hidden cameras
into four major retailers;
Sears, Leons, Home Depot
and Future Shop.
Our unplugged repair men are
watching with us to see if our
hidden shopper will hear all
of nitty-gritty.
>> From my experience, people
buy with their eyes, you know,
if it looks good.
>> And mind you the salesmen,
they are pretty good too,
they'll convince you that some
of this stuff, all of the
gadgets that they're coming up
with are necessities and stuff,
and in the end you buy into it.
>> Tom: So far glowing reviews
but we've just spotted Terry's
fridge.
>> Tom: Straight from a Samsung
corporate sales guy who happens
to be in Home Depot today.
>> Tom: Reliable?
Maybe Samsung isn't aware of
all the complaints.
But our insider Phil says the
company probably is.
Is it possible that Samsung
knows this problem is chronic.
>> I'm sure they do because
when you do warranty work
for any company they want you to
put in a code on a work order
and that code is supposed to go
to the engineering department.
If they get 1000 of those codes,
then they'll say something is
going on.
>> Tom: So they track the
problems.
>> Yes.
>> Tom: Meantime, our insider
Jeff says this is bigger than
one brand or one fridge.
>> Are companies standing by
their products like they used
to.
>> Not a chance.
Nobody cares.
And it's really come to that.
(♪♪)
>> Tom: And that's our first
repairman secret.
Design flaws are well known in
the industry but you're not
told about them.
What did Samsung say when you
called them.
>> They just said that I wasn't
under warranty and I would have
to pay to get someone out.
>> Samsung should acknowledge
that this is a problem.
If you call us with this
problem, we'll fix it for you.
So that's what they should be
doing.
>> Tom: Instead, Samsung
gives Terry the cold shoulder
but Mark says don't give up.
>> I think you should stick to
your guns and don't pay.
>> There is no way I want to
pay for this.
>> Don't be like me.
I felt I didn't even have a
choice because water kept
pouring out of my floor so
I paid.
>> Tom: Terry is fighting back.
>> Why should I pay, it's
absolute insanity on a new
fridge?
>> Tom: While Terry takes on
big appliance...
>> So the repairman's coming
and he's asked me to shut down
the fridge.
>> Tom: Our repairmen are
going to reveal more secrets.
>> Is it reliable?
Nothing is reliable.
>> Tom: Fed up with your
appliances?
Vent about it on Facebook and
twitter.
(♪♪)
>> Tom: We're calling in the
repairmen.
Telling you what home appliance
makers would rather you didn't
know.
>> Right here is the trouble
maker.
>> Tom: Secrets people such as
Terry Lake wish she knew.
She owns a fridge on the fritz.
It's leaking water.
>> It drips down here and I
get a whole lot of water in
the crisper so I can't use
this crisper.
Run down the drain.
>> Tom: That's not all.
>> Underneath the crisper, all
across, the water will get in
there and it will freeze into
ice.
Pretty stupid for a fridge.
(♪♪)
>> Tom: Meantime across the
country in Milton, Ontario, Mark
White's fridge needed fixing but
that was just the beginning.
>> Well the dishwasher wasn't
washing dishes well, my wife
was complaining she would find
bits and pieces of things in
her glasses, whatever.
>> Tom: So the same repairmen
who fixed his fridge made
another house call and replaced
a computer board and sensor.
>> And that seemed to resolve
the problem and relieved me of
several hundred dollars, you
know.
Here is my range.
>> Tom: But just when Mark
thought his troubles were
over...
>> Several months later...
The display panel went out.
>> Tom: His stove had an
issue.
>> Without the display panel I
can not operate the stove.
(beeping)
>> Tom: Once again, it was
the electronics.
Our marketplace repairman
Steve Brannon isn't surprised.
>> Electronics and appliances;
how common is this.
>> You have a computer,
would you take it and put it
on top of a hot stove?
No.
Because, you know, when the
water hits this thing, there
is a seam so if you have
electronics here they are very
vulnerable to that.
>> Tom: The design of modern
stoves means more service
calls.
>> Maybe we could make a stove
that doesn't blow up when
you're pasta boils over, right?
>> Tom: Our insiders Phil and
Jeff have spent decades
repairing machines, even
working for the manufacturers.
Finicky electronics is the
single biggest problem they
deal with.
>> The shift has been from going
from mechanical appliances to
more electronic and it's this
electronic stuff just doesn't
have the longevity that the
other stuff did.
(♪♪)
>> Tom: That's our second
repairman secret, electronics
often fail and cost lots to fix.
Will we hear that on our
shopping tour of big appliance
departments?
>> Tom: Surprisingly, we do get
hints.
>> Tom: But this salesperson
goes one step further, telling
a repair story of her own,
with a surprise ending.
>> Tom: Ah so that's what's
really going on.
Our insiders say that dilemma
is no accident.
It is the industry's grand plan
at work.
>> I believe, in my opinion,
they don't want you fixing it.
They want you to --
>> Tom: Buy another one.
>> Buy another one.
>> Yeah, that actually makes
sense, doesn't it.
>> Why else would they price the
parts so expensive.
>> Tom: And get this...
Even if you want to repair your
appliance, Jeff says you might
not be able to.
>> I can get parts tomorrow
for a machine that's
40-years-old why can't I get
a part tomorrow for a machine
that is 2-years-old?
Either they can't keep up with
the demand on that defective
part, or they're just not really
willing to invest the money to
replace those parts out into the
market place.
(♪♪)
>> Tom: And that's our third
repairman secret.
The high cost of parts and
repairs may force you to buy a
new machine.
Even if you're lucky and don't
have any major troubles, how
long can you expect any big
appliance to last?
To find out, we're back in the
stores.
>> I'm surprised they're so
honest there.
>> Tom: Yup, even sales people
can't sugercoat it.
Today's appliances have a much
shorter life span and that, say
our insiders, is by design too.
>> At the end of the day, it's
built in obsolescence.
When they say 12 years,
they're not saying 12 years
problem-free, they're saying
12 years you're probably going
to have to throw this out and
inbetween that 12 years, well
at 3 years you're gonna have a
problem with potentially a
board.
At five years you probably have
to put another 300 bucks for
another board.
At 7 years you're gonna have a
problem with -- and they don't
tell you that.
How long is it going to last?
Is it reliable?
Nothing is reliable.
>> And that's our next secret.
If you hope to keep your
appliance for the long haul,
keep the repairman on speed
dial.
Back in Milton, Mark White
couldn't afford to buy new
machines.
>> Whirlpool.
>> Tom: How much did you end
up paying for all the repairs
in here.
>> Over $1,300.
>> Tom: And none of it under
warranty, right?
>> None of it.
>> Tom: We asked Whirlpool to
talk to us on camera about
problems with their products.
>> This stuff shouldn't be
breaking like as if it's 20
years old when it's like a year
and a bit.
>> Tom: They turned us down
but sent us this.
Whirlpool corporation has been
making appliances for more
than 100 years and product
quality is among our top
priorities.
>> I believe the manufacturer
should be paying for the
repairs.
>> Tom: Terry Lake is about to
put that to the test in
Vancouver.
>> This is just absolutely
unacceptable.
>> Tom: She's calling Samsung
with an ultimatum.
>> I need you to either fix
this fridge or given me a fridge
that doesn't do this.
>> Tom: And our insiders share
one final secret.
>> They can do whatever they
want because they don't have
to care.
>> Tom: Shopping for new
appliances?
Don't get burned, find out how
at cbc.ca/marketplace.
(♪♪)
>> Tom: We're taking you inside
the world of major home
appliances.
And revealing some major
secrets the industry likely
wants on the back burner.
In Vancouver, Terry Lake's
Samsung fridge went on the
fritz, months after the one-year
warranty expired.
>> And it drips down here.
>> Tom: It's been leaking water.
And icing up.
>> Now I've got a frost filled
fridge.
>> Tom: The likely cause...
A design problem.
And there are tons of similar
complaints about Samsung
online.
>> They don't seem to be any
help.
They don't even acknowledge
that there is a problem with
this fridge.
>> Tom: That's what Samsung told
her the first time she called.
>> Thank you for calling
Samsung.
>> Tom: But Terry is not giving
up.
>> For home appliances please
press 1.
(music playing on phone)
>> Tom: She thinks Samsung
should cover the cost of the
repair.
>> I need you to either fix
this fridge or give me a
fridge that doesn't do this.
>> Tom: This time she gets
through to the higher-ups.
>> Yes.
>> Okay, you bet, thanks.
>> Thank you.
>> Tom: When you've been
waiting for almost a year...
>> A minute or two on hold.
>> Tom: What is another two
minutes?
(music playing on phone)
>> Tom: At last.
>> Tom: Some good news.
>> Okay.
>> Tom: How about that,
Samsung comes through with a
free repair but Terry wonders
what took them so long?
>> Um, are you aware of the
problem with this fridge?
>> Okay because my thought is
it should be a recall because
it seems like when I go on the
internet everybody and their
dog is having this problem.
>> Tom: Hmm, Samsung is not
denying there is a problem.
>> So the repairman is coming
and he's asked me to shut down
the fridge before he gets here
so that it starts to thaw.
>> Tom: We asked Samsung to
come on camera.
They freeze us out and send a
note instead.
The company says it's committed
to delivering high quality
products.
And is promising to offer over
the phone assistance to
customers with problems.
>> Samsung, it's a real shame
that you didn't come on
"Marketplace" to explain your
position on this and what
you're willing to do for your
customers.
>> Tom: The repairman installs
some new parts and says that
should fix the design problem.
>> In the end they have done
the right thing for me.
You have to just keep pressuring
them, that's for sure.
>> Tom: Don't companies want
to compete though?
To have you as a long lasting
customer and build products
that do last and build loyality.
>> Where's the competition?
I don't see competition anymore,
really in the end.
>> Tom: That's because despite
all of the brands out there our
insiders say only a handful of
companies is making them.
>> Tom: Same people.
>> Same people.
>> Tom: So you don't have a
choice; we don't have a choice.
>> Not really and I think that's
where the lack of caring starts.
When all of a sudden you don't
have so many choices anymore.
They can do whatever they want
because they don't have to
care.
Because where are you going to
go?
There is not many players in
the game anymore.
>> Tom: And that is our final
repairman secret.
A lack of competition means
the industry has no incentive
to be better.
Back in Milton.
>> Okay, I just got a package
this morning.
Oh, a light bulb from Whirlpool.
>> Tom: Whirlpool is doing some
repairs to their reputation.
After we get involved, the
company is in a hurry to please
Mark White.
They offer to buy back his
stove even throw in a bulb for
the hood.
>> Oh look at that.
>> Tom: He says no to the new
stove but guess what?
Whirlpool offers to cover his
$1,300 repair bill.
>> I want to say thank you
very much for making me right
with this.
>> Tom: Our insiders Phil and
Jeff hope they have done the
right thing by coming forward.
>> If we can help somebody
make a right decision on what
they're buying and be a little
more conscious about their
decision, don't be fooled by the
glitz.
>> Tom: Guys, thanks for sharing
your stories with us.
Appreciate it.
>> Thanks for having us.
>> Tom: Thanks.
They've unplugged so that
you can be plugged in.
Next week on "Marketplace."
>> We want orange juice.
>> Tom: Is it worth squeezing
out extra bucks for premium
orange juice.
>> That's all that's in it.
100% orange juice.
>> Tom: What some juice makers
don't want you to know.
>> They don't want this to be
perceived as a heavily
processed product.
>> Tom: "Marketplace" viewers
are freshly peeved.
>> I'm angry.
I feel duped.
>> Tom: And help us reveal
some juicy secrets.
>> You let us know what do you
think it is.
>> Tom: One squirt at a time.
>> That's orange juice.
>> That's orange juice?
>> M'hm.
