The study finds that during the first two years of ownership, approximately one in 10 consumers report some kind of problem with their major appliance. However, many of these problems can be resolved by following instructions in the owner's manual or on the manufacturer's Web site. Relatively few problems actually require a service visit.
Despite this high degree of reliability, many consumers purchase an extended warranty for their appliances. Among owners of refrigerators, stoves, dishwashers and laundry appliances, approximately 25 percent report purchasing an extended warranty, while approximately 15 percent of microwave oven owners do so.
"Extended warranties certainly provide a degree of peace of mind," said Dale Haines, senior director of the real estate and construction industries practice at J.D. Power and Associates. "With some appliances - particularly those with complex electronics and potentially high repair costs - purchasing an extended warranty may make sense. However, major appliances tend to be very reliable, and consumers should consider very carefully - depending upon their circumstances - whether an extended warranty is worth the additional cost."
In satisfying customers with major kitchen and laundry appliances, Bosch, GE Appliances, Kenmore, LG, Maytag, Samsung, Whirlpool and Whirlpool Gold rank highest in various segments.
"Particularly strong performers include Bosch, LG and Samsung, which have achieved consistently high satisfaction levels in consecutive years," said Dale Haines, senior director of the real estate and construction industries practice at J.D. Power and Associates. "For two consecutive years, Bosch has ranked highest in the dishwashers segment and LG has ranked highest among clothes washers, while Samsung has earned an award in a refrigerator segment for three consecutive years. This is especially impressive considering the high levels of quality and reliability that many appliance manufacturers attain."
Dishwashers
For a second consecutive year, Bosch ranks highest in customer satisfaction with dishwashers, performing particularly well in the areas of operational performance (which includes dishwasher noise level and energy efficiency); styling and feel; and ease of use. Following Bosch in the rankings are KitchenAid and LG, respectively.
Free-Standing Ranges
Maytag ranks highest among free-standing ranges (defined as units containing both a range and oven that are not built into a kitchen countertop), and performs particularly well in ease of use and operational performance. Kenmore Elite and KitchenAid follow Maytag in the rankings, respectively.
Built-In Cooktops and Wall Ovens
GE Appliances ranks highest in satisfying consumers with built-in cooktops and wall ovens, performing well in warranty and price. Whirlpool and GE Profile follow GE Appliances in the segment rankings, respectively.
Freezer-On-Top Style Refrigerators
Whirlpool ranks highest in customer satisfaction with freezer-on-top style refrigerators, and performs particularly well in all six factors. Following Whirlpool in the segment rankings are GE Appliances and Frigidaire, respectively.
Side-By-Side and French Door Style Refrigerators
Performing particularly well in price, Samsung ranks highest in satisfying customers with side-by-side and French door-style refrigerators. 2007 marks the third consecutive year that Samsung receives an award in a refrigerator segment. Whirlpool Gold and Kenmore Elite, respectively, follow Samsung in the segment rankings.
Over-the-Range Microwave Ovens
Among over-the range microwave ovens (defined as built-in units that contain both a microwave oven and a ventilation hood), Kenmore and Whirlpool Gold rank highest in customer satisfaction, in a tie. Kenmore performs particularly well in the price factor, while Whirlpool Gold performs well in the operational performance and warranty factors. Following Kenmore and Whirlpool Gold in the rankings is GE Appliances.
Countertop Microwave Ovens
GE Appliances ranks highest in the countertop microwave ovens segment, performing particularly well in ease of use and operational performance. Following GE Appliances in the rankings are Sharp and Panasonic, respectively.
Clothes Washers
For a second consecutive year, LG ranks highest in satisfying customers with clothes washers. LG performs particularly well in four of the six factors: ease of use; operational performance; styling and feel; and operational features. GE Profile and Kenmore Elite, respectively, follow LG in the rankings.
Clothes Dryers
LG ranks highest in customer satisfaction with clothes dryers, performing particularly well in four of six factors: ease of use; operational performance; styling and feel; and operational features. Samsung and Maytag, respectively; follow in the segment rankings.
