Tuesday, June 02, 2009

Hampton Bay Ceiling Fan Warranty Service

I wrote the title of this post specifically with the hope that anyone looking for customer service for a Hampton Bay ceiling fan comes across this post after a Google search. I thought perhaps my recent experience might be enlightening to some.

During the big renovation, we installed a Hampton Bay ceiling fan in our new master bedroom. For two years it's worked flawlessly, but recently it began making a random "clicking" noise at odd times. And, by "odd times" I mean usually 4:30 in the morning. After removing the blades, the light covers, and any other parts of the fan I could while still able to run the fan, I determined that the noise was coming from within the motor housing.

As luck would have it, the motors in Hampton Bay fans have a lifetime warranty. The rest of the body of the fan, however, only has a one-year warranty. I know this because being the anal retentive person that I am, I still had all the paperwork and even the receipt for the fan from my purchase two years ago. So off I went, in search of warranty service.

Of course, my first stop was the Web. It was there that I discovered that Hampton Bay DOES NOT EXIST. In fact Hampton Bay is simply a brand name made up by Home Depot marketing geniuses, and the fans themselves are made by a variety of unknown fan manufacturers around the world. Thus, I discovered how extra-fortuitous it was that I kept all the paperwork, because on the warranty card there was a number to call (the number for my fan was 800-527-0998 but your mileage may vary, because like I said the fans are made by different manufacturers). I called it, and got something called "The Mica Group". As soon as I said the words "Hampton Bay ceiling fan" they transferred me to another company called "The Madison Avenue Company". Odd.

It was surprisingly easy to get a customer service rep on the phone. she asked me the name of the model fan, which was listed on the instructions. She wasn't curious to know the serial number. I told her about my problem, and she agreed it "sounded" like a motor problem. She did ask me, however, to remove the remote control unit from inside the fan and hard-wire it directly to the power line, to rule out the possibility that the receiver was making noise. After telling her I already did that (sure I did...), she confirmed it was warranty replacement time.

She then put me on hold while she called my local Home Depot. After a few minutes she got back on the line, and told me if I stopped in and talked to Ron, he'd swap out a replacement. And wouldn't you know it...that's exactly what happened. I brought the old fan back in an old Amazon.com shipping box. As luck would have it, they still carried the same model fan, and in less than two hours I had a new (and quiet) ceiling fan hanging in the bedroom.

So, the moral of the story...DO NOT throw out your paperwork or receipt when you buy a Hampton Bay product. File it away for future reference, cuz ya never know...

11 comments:

Ceiling Fans said...

As the editor for one of the largest Ceiling Fan websites online, I cannot express how important what you have written is. I would say that over 90% of the questions that people send our way have to do with getting fans fixed that were purchased from a home center.

Unlike most, you were wise to have saved your paperwork, because the problem you experienced is quite common and most people end up with little recourse other than to buy a new fan.

Hopefully enough people will link to your blog or share it with others to spread the word effectively.

An alternative suggestion would be to consider purchasing ceiling fans from a ceiling fan specialty dealer rather than a home center. The difference in quality and service is quite notable.

Anonymous said...

I really liked the information you shared regarding your experience. I actually just did an Internet search for the 1-800 and discovered your blog. I have questions about a brushed nickel light fixture that I purchased a few years ago that has the name Madison Avenue Lighting & Fan Company. I haven't been able to find any company information, but after reading your blog I am enlightened. I still have the installation directions concerning the fixture and will give customer service a call to see if they can help me. I am in search of a brushed nickel lock nut replacement part.

LaDonna

Anonymous said...

Just came across your blog post. That was fortunate for you. I have a Hampton Bay (Miramar model) ceiling fan that's also making noise, but my experience was vastly different. I spoke with the customer rep from the company that makes this fan, TAL (www.tal-usa.com). She was anything but friendly or helpful. The rep never volunteered any information, at all, and eventually through questioning, I was able to learn that if I want to take advantage of the warranty, it's up to me to ship the motor assembly to them at my own expense and pack it in a special way, per their instructions. She said HD has nothing to do with it after 90 days.

Shame on HD for shuffling me off to someone who's either too lazy to do her job, or being paid to make it as difficult as possible to get help with this product.

Anonymous said...

Thanks for your post, you were right, Google brought me here.This is my story: six months ago the motor of one of my Hampton Bay ceiling fans ceased to function after one year of the purchase date. I disassembled it and take it with me to the nearest HD. They received it and with no further questions changed it for a new one, more modern and efficient model (of course, I paid the difference). Today, March 22 2010, I carried a second ceiling fan to another HD, unluckily the employees were novices, and the sub manager apparently too, because they told me the story that after three months HD don't have nothing to do with the motor warranty. I explained the change I made just few months before, but nothing could make the supervisor change her mind. She told me that I have to bring the papers of that transaction in order to see if she can make something to help me, because "as long as she knew, during her four years in HD the three months policy was in place".
I called the 800 number of HD and they confirmed this version giving me a 800 number for Hampton Bay.
Anyway, I will try the first HD, and I hope to be lucky.

Ceiling fan said...

Excellent post, it's great you share this with us. A lot of people buy ceiling fans from home centers. In most cases it's like cutting in your own hands.

Most home centers sell poor quality ceiling fans. I am the owner of a ceiling fan reviews website, and get a lot of negative posts about Hampton Bay Ceiling Fans

There are a lot of other great brands nowadays, do your research..

Andrew said...

Thanks for the description about Hampton Bay Ceiling Fan Warranty Service
Thanks,
hampton ceiling fans

Ramin Delavari said...

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Anonymous said...

It's June 2012 and I wanted to let you know that the 800 number you posted is still active. Thank you so much!

Jason said...

One thing I would like to point out for the future readers here, The Customer Care number for Hampton Bay has changed, You can call 1-877-527-0313 (MON-FRI 8AM - 6PM) and select line 2 to order replacement.. It's now as simple as that... You wont get transferred from one call to another now..Cheers :)

John said...

Simply call 1-877-527-0313 then select option #2. This department will then help you find the replacement part you need for your hamton Bay product.

I asked if they have a website and this is the website, although the website is only for new hampton bay products. You will have to call the number above to get replacement parts. But here is the website: http://www.hamptonbay.com – This website will redirect to the appropriate page on homedepot.com.

kevin jhonson said...

I know that it's an old post, But I would like to update with the helpline details for Hampton Bay, I have listed it out here in this post http://hamptonbayonline.com/everything-you-wanted-to-know-about-hampton-bay-customer-care/