Las Vegas, NV (KTNV) -- A warranty is a great way to protect your most expensive household items. But one Las Vegas couple said they got the runaround when they tried getting a kitchen appliance fixed.
"It was extremely frustrating," said Ed Miller.
He and his wife, Glenda, said they got no help, trying to repair their microwave and convection oven. It stopped working last August.
"One morning I went to use it and there was just this pop, and I took the food out and it was cold," said Glenda.
The Millers called the warranty company, who sent someone over right away. Glenda said the repairman found a part inside the microwave, burnt to a crisp.
"I think he called it a magnatron, the entire box was burned clear through. So it was totally unserviceable," said Glenda.
The Millers said they were told the issue was caused by a manufacturer defect. But when they called the manufacturer, Glenda said they only offered a $200 credit, for a microwave that had cost them about $500.
"I need my microwave," said Glenda. "It definitely does get tougher when you start using an oven to reheat foods as opposed to the microwave. It takes four times as long," said Ed.
Unable to get the microwave fixed or replaced, the Millers decided to reach out to Contact 13's Call for Action. Our volunteers called the manufacturer, and Glenda said she was surprised by the results.
"After almost five months of dealing with this, I got a response and they were very accommodating," said Glenda.
The manufacturer ended up delivering and installing a whole new microwave and convection oven, and Glenda said it's all thanks to Channel 13, "I felt a little more empowered, because I had someone on my side."
So here's the Contact 13 bottom line: If your product comes with a warranty, make sure you read the fine print. The Millers learned the hard way, warranties don't cover everything.
And when dealing with any business, don't be afraid to ask for a supervisor when you're not getting the help you need.
If all else fails, don't forget we've got your back Southern Nevada. Reach out to our Call for Action volunteers at (702) 368-2255. Call anytime between 11 a.m. and 1 p.m., Monday through Friday, and we'll see what we can do to help.