When Appliances Die at the Worst Possible Times and How Companies can Benefit

Our air conditioner broke this week. It was a muggy Saturday night when we had friends visiting in the middle of a heat wave. It seems like appliances have an uncanny knack for dying at the worst possible times. Years back, our garbage disposal conked out hours before family arrived for Thanksgiving dinner. When our refrigerator dropped dead and the freezer transformed into a lukewarm pond, it was a holiday weekend, and we had a house full of company.

Why is it that appliances never seem to break down when you have free time and no commitments? My card playing friends who have answers to the world’s most pressing questions suggest that every appliance comes with a hidden timing chip programmed to detect moments of maximum inconvenience. The chip sends a signal to the appliance’s brain, triggering a meltdown at the most inopportune time.

But back to my air conditioner. We called our HVAC (heating, ventilation, and air conditioning) company to come fix it and they came right out for an additional after-hours weekend service fee. Bad news. It could not be fixed and because my friends say these appliances detect maximum inconvenience, the appliances must have known that our warranty had just expired. We had to get both a new heating and air conditioning unit which cost a bunch of zeros, but parts had to be ordered and it would take a day or two.

So, with an already overheated 100-pound dog, our son and pregnant daughter-in-law staying for the weekend, we muddled through the heat with open windows and fans to circulate the sweltering air. Friends offered beds in their air-conditioned homes, but all of us declined. And I did a personal reality check reminding myself that most of the world doesn’t have air conditioning or fans and some don’t even have windows that open. This too would pass.

Two days later, it did or so I thought. A truckload of mechanics descended on the house to pull out the old system and put in a new one and once again the house was cool. Until about two in the morning that is. It seemed a little warm and the compressor sounded awfully loud which is when my husband noticed that the thermostat was going up, not down. We called and the repair people returned. Diagnosis: the new system wasn’t working either. They didn’t know what was wrong with it and they would have to order another one.

They apologized for the inconvenience and offered to temporarily install window units to give us some relief when we slept. They said they’d work on it as quickly as possible.

My friends seemed very concerned about our predicament and a few proposed that I give the HVAC company a ‘piece of my mind for screwing up.’ However, despite our inconvenience and perhaps an installation mistake on their end, the company did the right thing.

Through each step of the process, they called and communicated what was happening and the time frame in which we could expect things. They apologized and they offered a short-term solution until they could fix the problem. They acted quickly and took responsibility saying this was their issue when I worried there could be a bigger electrical problem. Companies that prioritize doing the right thing for customers is crucial for several reasons:

1. Building Trust

• Trust is the cornerstone of any successful business relationship. When customers believe that a company consistently acts in their best interests, they are more likely to trust the company.

2.  Transparency

• Being open about business practices, and problem-solving approaches fosters trust. Customers who feel valued are more likely to return for future purchases.

3. Positive Public Image

• Companies that consistently do right by their customers build a positive reputation, which can attract new customers. And customers are more likely to forgive occasional missteps if they believe the company is acting ethically.

And let’s face it: appliances have a tough life. The microwave is zapping leftovers multiple times a day, the dishwasher is handling our mess with little complaint, and the washing machine is in a constant battle with our smelly gym clothes. I understand why they sometimes crack under pressure.

Like me, on the verge of retirement, I wonder if appliances might also have a retirement plan, and they choose to retire at the moment of peak chaos to ensure they are missed the most. This way, their memory lives on as your family will forever reminisce about the time the washing machine decided to flood the laundry room on Christmas Eve.

While we may never know the true reasons behind these inconvenient appliance deaths, one thing is certain: they add a touch of unpredictability to our lives. The companies that recognize our anxiety, act with urgency, and prioritize our satisfaction are better positioned to build lasting relationships and customer trust.

The next time your refrigerator dies the night after a big grocery haul or your water heater gives out during a winter storm, just remember that you’re not alone. Embrace the chaos, laugh at the absurdity, and keep a good sense of humor handy.