Household Appliance Education

Major household appliances represent infrequent, but costly, consumer purchases. Research by Wilkie and Dickson indicated that 36% of consumers' purchases were due to equipment failure, forcing replacement. An additional 24% purchased appliances because their existing units needed repair.

Extension agents can help consumers make decisions about major household appliances, but meeting this need requires up-to- date research-based information. While information on energy use and life expectancy is common, little information about service availability and repair cost exists.

To fill this information void, a pilot study was conducted. A questionnaire was mailed to 119 firms in randomly selected Nebraska communities. Fifty-nine firms responded to questions about their service area, appliances serviced, frequency of repairs, and repair costs for 12 major household appliance categories.

Results from the study indicated several barriers in obtaining service, especially location since rural areas have less access to service.

Rural customers were frequently required to pay an additional mileage fee on top of the repair fee. This contributes to early abandonment of the equipment rather than repairing it for extended use. As solid waste management concerns increase, so must awareness of maintaining rather than replacing equipment.

Use and care information is another educational programming area we found necessary. Respondents indicated that consumer's misuse of equipment caused frequent damage. For example, 69% of the most frequent reported repair for garbage disposals was service due to "jammed or stuck" units. Room air conditioner cleaning was the most frequently reported service for 71% of the firms.

This pilot study generated key recommendations for educational programming. First, consumers need to consider service availability and repair costs when making major household appliance purchase decisions. Second, proper use and routine maintenance can extend the life of appliances. Third, where service is limited, quality units may be more necessary. As Extension agents work with individuals and families, ongoing household management skills remain a critical part of the core programing efforts.

1. William Wilkie and Peter K. Dickson, Shopping for Appliances: Consumer's Strategies and Patterns of Information Search (Cambridge, Massachusetts: Marketing Science Institute, 1985).