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Electrolux

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1.2 out of 5, based on 32 ratings and
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Major Lint Issues, Washer Ineffective (UPDATE 7/08), Company Doesn't Care!
Posted by on
INDIANA -- I purchased a new Frigidaire Laundry Center Model #FEX831CSO at Lowes on March 10th, 2006 to replace a 30 year old Whirlpool set. This new Frigidaire model has a drop in mesh lint filter and holes in the door and an opening in the bottom of the door for lint to fall into the filter below. The very first time I used the dryer, the lint & dust gathered all around the door and the opening of the door. I tried to give the unit a fair chance, but after numerous dryings, the problem is just as bad. As soon as I open the door, lint and dust go flying all over the room, the clothes that are clean and dry fall into the lint when the door is opened and there I am picking lint off clothes that were supposed to be clean. I cannot even remove the clothes from the dryer WITHOUT FIRST CLEANING THE ENTIRE OPENING AND THE DOOR ITSELF! As if I don't already have enough to do! This could be a real problem for those with asthma or dust allergies.

Upon e-mailing the company explaining the problem, I was sent back an e-mail telling me to replace the plastic vent tube. (That was already done on installation.) They told me to put it on its own ground wire. (Again, already done during installation.) I'd like to know what these things have to do with lint gathering around the front. Then they tell me to buy dryer sheeets. I don't like dryer sheets and have never used them because they themselves restrict airflow by laying down an invisible film in the filter (by the way, if you use dryer sheets you should clean your lint filter once a month with warm, soapy water to remove the film), but I tried them anyway, they didn't work, as I knew they wouldn't. And lastly, they actually told me to spray a static spray in the dryer every couple of months. All static sprays say, DO NOT SPRAY INTO DRYER! I just couldn't believe they told me that!

I wrote a second time and told them that all they suggested is already done correctly (in the actual installation) and it is not static causing the problem! I even sent pictures of lint gathered all around the door and opening, they still don't care or address the problem! They responded a second time saying, they are not the only manufacturer to use this placement of the lint filter(This is true, so beware!) (Don't they sound like a little kid saying, "All my friends are doing it, so I can too."?) and that it is not a new design, many dryers have been sold with this lint filtering system without complaint. (I find that way too hard to believe!) And they still recommended dryer sheets.

THEY ARE TOTALLY DISMISSING MY PROBLEM AND HAVEN'T EVEN ADDRESSED THE REAL ISSUE! Not one thing they suggest is legitimate to the trouble with the dryer lint. IT IS A FAULTY LINT FILTER DESIGN, CLEAR AND SIMPLE! I know what the problem is, the filter is too short compared to the opening in the door where lint drops through. The air pushes the lint right past the gaps in the filter ends and fills the empty space inside the door and opening. The filter even warps and allows small amounts of lint to go directly into the exhaust tube. (The filter also collects lint, but a lot of it is forced through the gaps that doesn't fit up properly with the opening. To check this for yourself, before buying a dryer, take out the lint filter and hold it up to the lint drop area in the door, see if it has gaps on either side, back or front, if it does, I wouldn't buy it. You will be fighting lint.) We may be able to rig it to work right. It will void my warranty, but they don't seem to make good on them anyway. I certainly shouldn't have to rig a brand new system, but the company doesn't care to hear what is really wrong with it. And as long as we unsuspecting people keep buying it, they will keep selling it.

Also, the lock on the washer door stays locked for 2 minutes and 32 seconds, way too long for my lifestyle.

My advise is, Beware of Door Lint Filtering Systems and the companies who sell them. If you already have purchased one, like I did, and are having a problem, Complain, Complain, Complain! (That's what Frigidaire keeps saying, "we've had no complaints about it.") Well, they've had at least 1 now! If you have this type of drop-in mesh door lint filtering system, I'd like to hear from you.
I personally will never again buy any Frigidaire or Electrolux products.

UPDATE: July 11, 2008: After using this machine for a couple years now, I noticed a while back that when the washer rinses after the wash load it does not spray water long enough to completely rinse the detergent out of the clothes. AND after the rinse-cycle fill and draining of the rinse water with softener IT DOESN'T SPRAY WATER AT ALL TO RINSE OUT THE SOFTENER! I have to wash clothes twice(resetting the knob to wash before it fills for rinse cycle), once with detergent and again in water with NO detergent, there is plenty of detergent left in the second washing that it needs another spraying rinse!, and I hate that it doesn't spray-rinse after the rinse cycle. AND THIS IS SUPPOSED TO BE ENERGY SAVING! I guess the inadequate amount of clean water spraying the clothes and then NO spray in the rinse cycle is what THEY call energy saving, I call it gross and unhealthy to have all that grime left in the clothes. It certainly isn't saving me any energy when I have to wash twice just to actually clean the clothes. I hate this laundry center and I'm stuck with it, who can take out a crappy stackable machine to return it to the store in the time they specify. I strongly urge you to reject this machine, it may be one of the cheapest in price and it shows in the quality. BTW, I'm still having the same issues with dryer lint and always will with the faulty design. BEWARE! I sure hope this review helps someone out there spare themselves a world of laundry misery!
     
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Slimjim on 2006-05-12:
I think mtress makes a very good argument in this complaint. His/her reasoning and debate of the design and suggestions are very plausible. Also a good tip on the dryer sheets leaving a film on the filters. They certainly can do that. One should also wipe the electronic moisture contacts down occasionally on dryers so equipped for the same reason.
Anonymous on 2006-05-12:
Ditto!
Carol P on 2007-12-24:
We have the same problem with our new Kenmore gas dryer with the lint trap at the top. This seems to be a common design problem with new dryers. Our old Kenmore (20+) was designed a heck of a lot better!
Chris Polk on 2008-07-28:
I am contacting you on behalf of Electrolux Major Appliances in relation to your posting on My3cents.com. I would like to apologize for the difficulty you have had with your appliance. I would appreciate the opportunity to discuss this issue with you, so that I can personally look in to this matter in order to do so, please send me your contact information and the best time to contact you. I would also need your model and serial number and a file number, if available, so that I can research this matter.

Again, I regret the disappointment with your appliance and look forward to resolving this issue with you.

Sincerely

Chris Polk
Escalation Specialist
Electrolux Major Appliances
chris.polk@electrolux.com
Jen F on 2013-09-10:
I know this is an old post but I hope someone out there is paying attention. I purchased a house and this laundry center came with it. I am having the exact same problem with lint everywhere! It's horrible! I replaced the door gasket, thinking this would fix it but it didn't. My model was manufactured in 2007. Since then, have they come out with a new lint filter that fits better? Or any other solution? Or is there some way I can rig it up myself?
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Fridge Cannot Be Repaired. It Is a Lemon! Horrible Disrespectful Customer Service. Tricked Me Into Buying Extended Warranty
Posted by on
Rating: 1/51
MAPLE VALLEY, WASHINGTON -- I am in the same shoes as other people on this site. I have never been treated worse by anyone than the Customer Service Reps at Electrolux. NEVER! Except for one person, whose name is Brittney, everyone treated me disrespectfully. They raised their voices at me and made me stupid. I feel punished for spending three thousand dollars on an Electrolux Refrigerator. I just don’t know what I had done to deserve this punishment. But, let me start my story at the beginning. I purchased the fridge in July of 2011. It is model # EW28BS71IS. This refrigerator has the same exact issues everyone is describing and complaining about. The ice maker has not been working from day one. Earlier in the summer, the panels (temperatures) went haywire. My fridge heated up including the freezer. Unfortunately, I did not buy extended warranty and the one year warranty expired. I called Customer Service at Electrolux. The person I talked to made me buy extended warranty for $441 plus tax that would start in one month. Until my warranty would go in effect, she set up a concession so someone could come out and try to repair the fridge. She assured me that if the fridge cannot be repaired, the extended warranty will take care of it. They would give me a new fridge. I had four repairs done on this fridge. After replacing seven (7) parts and final verdict came. The fridge cannot be fixed. It is a lemon. A big rotten lemon. Bad, faulty design. It is all over the Internet. Everyone knows about it. Certainly, Electrolux is aware of it. Up to this process, I cannot even count how many times I called Electrolux . I can tell you, however that I was treated so badly that I actually cried. They kept telling me that once the extended warranty would be in effect they would replace my fridge with a new one. In the meantime, my extended warranty arrived in the mail with an effective date of August 21st, 2013. I called Electrolux again and asked them to replace my fridge under the extended warranty. They dared to tell me that my warranty (the one they mailed to me as a legal contract), would not be effective until September 22nd. When I told them that not what the document says they sent, they did not believe me. I had never been in a situation like this before. This was insane. Insane, I tell you. So, I called the # on the extended warranty, where I talked to Brittney. I asked her what she was showing in the system for the effective date of my warranty. She said September 21st. I told her that the original I received was showing 8/21. She said, the effective date was entered into the system incorrectly. She said, I could fax her he original and she would fix it. I faxed it to her and she fixed it. I called again to start the process of getting the fridge replace. Brittney took the information and said someone would be contacting me from Electrolux and the replacement process. Five days later, I received a call from Brittany that my claim for a replacement under the extended warranty was denied. I was told that the problems started with my fridge before the extended warranty went into effect. I was offered 60% refund of my purchase price. First of all, Electrolux manufactured a faulty refrigerator. I had nothing to do with it. It broke because it was a bad design. Giving me a partial refund is ridiculous. Second of all, Electrolux is obviously does not have a trust in its own products if they believe that the fridge would depreciate 20% in a year. So, this is where I am at currently. The fridge will never work. Even if I were to take 60% (which I will not), I could not afford buying another fridge. The warranty was a sham. They made me pay for something that they knew I would never be able to use. Does not it sound like a scam? This is the WORST, the WORST purchase I have ever made. Electrolux has the WORST, the WORST customer service I have ever encountered. EVER! I know there are many of us out there that have gone through this. Has any one of you have been able to positively resolve this issue? I need your advice. What about the class action lawsuit? Has that gone anywhere? Are there any attorneys that took these cases on? I would like to hear from Mr [snip], the CEO of the North America Division, what he thinks about this widespread problem? If Mr [snip] is a proud CEO of Electrolux and believes in the company and its products, he will do something about it.
     
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blksummrstorm on 2013-09-17:
Report to Better Business Bureau and check if your state has dept. of consumer affairs you can report to. Get all your documents together and file in small claims court and follow through. Yes, this takes a court fee and time, but may net you enough to get a new fridge as yours is a lemon. Check local news for any troubleshooter type programs - the squeaky wheel gets the grease.
nikalseyn on 2013-09-17:
In reality, your problems with the fridge did start before you purchased the extended warranty. Manufacturers love to sell you these things because they are so lucrative and there are so many exclusions it is easy for them to deny you benefits under it. You got scammed into buying an extended warranty and now have a useless >$3k fridge. Next time, buy a basic, no frills refrigerator and when it breaks, get another cheap one. You can make ice in most cheap ones just as you can chill water to drink. Ice makers and water dispensers never seem to work well or for the life of the appliance. Why waste money on these features?
Yellowbug12 on 2013-09-19:
Thank you both for your input. I agree, that buying an expensive fridge/appliances is not a smart idea. I leaned the hard way. I will never spend my hard earned money on expensive junk. To my defense, I had he kitchen remodeled and I was longing for something in nice. I also made the mistake of not buying my appliances from Costco. They do not sell Electrolux, by they have amazing custo er services and guarantee. They would have never left me hanging like that. I also agree, that the warranty was purchased "after the fact". The way it was presented to me, I had no doubt that the fridge would, be replaced if cannot be repaired. Of course, it was too good to be true. I truly believed at that point that they would stand behind their product and make it right. Especially, as other people have the exact same problem with the "generation one" Electrolux French Door Refrigerators. These problems have existed since day one, when the product was designed. They were manufactured with this design flaw and were allowed to leave the production line and to be sold to trusting, unsuspecting customers. After the problems surfaced in not one isolated case, but many, many cases, Electrolux turned its back on the customers, on the hand who feeds them. Whiteout customers buying Electrolux products, Electrolux ceases to exist. I am truly surprised of their argumentative, unfriendly, condescending, and confrontational attitude and their unwillingness to help us. I am planning on filing a complaint with the Attorney General of NC, with Consumer Affairs, www.consumer-action.org, and BBB of Charleston, NC.
yellowbug12 on 2014-01-25:
I would like to add that at the end of this major ordeal (I do not wish anyone to go through this), Electrolux honored the extended warranty they tricked me into buying and replaced my fridge with the new, redesigned version. This new fridge works like a charm. They fixed the design flaw. Yes, I am out of the $$$$ I paid for the extended warranty, but at least I have a fridge I can use. It was a long and a very exhausting battle emotionally. I feel bad for everyone who has to go through this. Oh, the company (Metropolitan Appliances in Seattle, WA) I originally purchased the fridge from along with microwave, dishwasher, double oven and stove top, would not even help to bring out the new fridge. They flat refused. Albert Lee stepped up to the plate and not only delivered the fridge but also installed it. Kudos to Albert Lee!
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Purchased a Defective Product With Extended Warranty
Posted by on
Rating: 1/51
MERIDIAN, MISSISSIPPI -- We purchased a beautiful Electrolux EI28BS56IS stainless steel refrigerator from Lowes in Meridian Mississippi 11-30-10. We had a Sears Kenmore refrigerator that was approximately 16-19 years old. It was still working well but was stained and had cracks in the plastic where someone has dropped a heavy jar. While shopping at Lowes, we were mesmerized by the beauty and BRAND NAME of this refrigerator. My husband is retired Navy and lives on Social Security and I work part time since my cancer treatment. This was a luxury but we were planning on this lasting a long time, maybe for our lifetime.

We moved it in, but kept the old refrigerator pushed against another wall to make it easy to transfer items after the new Electrolux cooled. Thank goodness we did that. We had trouble with the ice maker right away, but curiously, even though the new one was 'bigger' than my old frig, it would not hold everything that was in the old one. What? How is that possible? Oh well, it is a good time to clean out items. Now I have less but the shelves won't adjust to really be useful. You would have to take out a couple of shelves to fit in milk and soda. That leaves even less room. You have to sacrifice sometimes to get something else, right? But what have I gotten- a really expensive albeit pretty refrigerator that takes up more room but actually holds less. Why does the ice machine make that knocking sound but doesn't make ice?

Purchased 11-30-10; First repair 12-15-10. I asked the repairman his opinion about the refrigerator - I won't quote him, but he mentioned he wouldn't take it if I gave it to him free. I was concerned, but what choice did I have? Keep my fingers crossed and pray.

I came to despise that refrigerator. Every time I walked into my kitchen, there it was, sitting there like a big stainless steel lemon, reminding me it was a time bomb waiting to go off - Reminding me of my mistake. Calls to Lowes and Electrolux – too numerous to count. Next repair 03-22-11. Next repair 04-01-11. Although I believe there was at least one more visit from the repairman, I can't find documentation, so I won’t count it.

August 2013 - a strange but somehow familiar knocking sound is coming from the kitchen. I sense a sick feeling beginning in the pit of my stomach. My husband checks the ice maker - there are a couple of pieces of ice in the bin with some odd black color. Check the filter (we have also dealt with 2 cracked filters that caused water leaking onto the floor). Change filter just in case. Nope- still doesn't work, but I am getting used to the knocking noise.

I calledLowes service company- they can't find the record of our previous visits (surprised?), wait, hold on, and on, and on........ I finally hung up while on hold and called Electrolux directly. I explained what I was dealing with (again), and they do have the record of all 3 previous repair visits, but since I purchased the warranty from Lowes, I need to call them back. OK, thanks. I called back to Lowes Service Company.

A Lowes manager at the local store told us to ask for an RA number from the service company (after 3 repairs you can ask for replacement?). The rep at Lowes Service Company said we needed 2 more repairs under the extended warranty because the first 2 repairs were under manufactures warranty and they DON'T COUNT! WHAT? Don't count as what? They were repairs that were needed. That doesn't make any sense. By reading reports online about this model, the company knows the problems it has had. They have to know it’s not reliable. Are they just hoping I will give up? I don't have any money, but I do have lots and lots of time to send my review of Electrolux and Lowes and Lowes Service Company every day and tell everyone who will listen.

When we remodeled our home, we purchased all appliances, hardware, lumber, bath fixtures, and remodeling items from Lowes. I am very disappointed in the way they are taking care of this. I am very disappointed in the brand Electrolux. Read more than just this review- check all the other unhappy customers. Electrolux should be ashamed for having their name on this POS (excuse my language). I can guarantee I will never knowingly purchase any item made by this company. I wish I could go somewhere besides Lowes but our town doesn't’t have a big choice. I will avoid Lowes wherever I can if they don’t find a way to make this right.

Since the refrigerator is still covered under the extended warranty that WE PURCHASED, Lowes has set up a service call for 18 days from now. My concern is what happens after our warranty runs out? We know, and they know, this appliance is a lemon or just a defective design since many of these don’t work properly. Are they just hoping it will make it until the warranty has ended, and we are on our own? This doesn't seem like an honest way to do business. If you buy an Electrolux appliance, BUYER BEWARE!!!!
     
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Manufacturer's warranty only lasts one year. Problems "fixed" within warranty continued after warranty ran out.
Posted by on
Rating: 2/51
AUGUSTA, GEORGIA -- In April 2010, my husband and I bought an Electrolux oven with all the bells and whistles for around $2500. Within the first year, we had problems with the keypad that operates the oven. Upon calling Electrolux, a service tech that we thought was from Electrolux was sent out to fix the problem. It turns out Electrolux uses subcontracted companies, so they have no log of repairs or service done. This lack of data causes problems down the road.

Upon fixing one keypad problem, we discovered after the repairman was gone that he had disconnected another wire, so another keypad problem ensued. A second and then a third service call followed. Each time, Electrolux had no record of the problem, so getting the proper repairman with the proper equipment or parts out was very inefficient and difficult. After the third service, we thought the problem was fixed. This occurred in early 2011.

Shortly after the one year warranty expired, we tried the self clean option, only to find it did not work. Because no "error code" appeared on the keypad, Electrolux service support could not help us. Clearly, there was no error code, because something was unplugged. There was no message at all. It appeared that yet another component had been unplugged when the previous repair was done.

At this point, we were referred to the same subcontractor that had likely created the problem in the first place, and the service was not covered by the warranty. We hired a third party to fix the problem, because we were tired of the run around. I will probably not buy an Electrolux in the future, even though I like a lot of the options on the oven, for two reasons:
1) A $2500 oven should not require repairs in the first year, and it should have a manufacturer's warranty longer than a year. Back your product.
2) Electrolux does not use its own service techs to fix oven problems. Therefore, there is no accountability with the service, and from our experience, the technicians simply replaced one problem with another, creating the need for additional servicing time after time until the warranty ended. Each time they visited and fixed one thing, they messed up something else. This is convenient for them, because after the first year's warranty ends, the repair techs charge mightily for service. In the meantime, Electrolux takes no responsibility for the malfunctions or inadequate repair service, nor do they keep any type of log of malfunctions that would help solve issues down the road. You are own your own. Additionally, Electrolux did not inform us that we were dealing with subcontractors the first two services. It felt misleading. If I'm paying for an Electrolux, I want an Electrolux employee working on the Electrolux product, and again, I'd like Electrolux to back their product.

Not worth the cost of the oven.
     
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BigAl on 2013-05-11:
It would be near impossible for Electrolux to have repair coverage throughout their market area unless the coverage was subcontracted. As far as them not having knowledge of what was repaired is not true. Electrlux pays the subcontracter for the repairs done. They do not pay them unless a detailed bill is sent to them for their perusal and authorization.
Chris Polk on 2013-05-13:
Hello nfalaw,


On behalf of Electrolux, please accept my sincerest apologies for this rare but unfortunate experience. I assure you that we value our consumers like you and our appliances are designed to work proficiently, providing years of useful service to you and your family. We have a passion for extending quality customer service on every level and I would like to connect with you to see if there is anything that we can due to speed up the process of resolving this situation.


Please email chris.polk @ electrolux.com with your full name, serial number, phone number and date of purchase so that I can research your history to determine what best way to assist you at this time. If you can provide any additional service details, that would be helpful, too.


Nfalaw, I do appreciate every opportunity to serve consumers like you and am grateful for the ability to hopefully make a positive impact and regain your customer loyalty.


I look forward to helping you!


Kindly,


Chris Polk
Outline Outreach Representative
Electrolux Major Appliances, North America
Liz M on 2013-06-07:
I had a bad experience with Electrolux but Chris Polk really resolved the problem. Get in touch with him.
Sally on 2013-06-07:
They are only 7 months old, but I love my Electrolux front load washer and dryer.
GenuineNerd on 2013-06-07:
Again, the cheaper appliances that still use mechanical knobs tend to be more reliable than those pricier models with all the "bells and whistles". Control panels and motherboards tend to have a much higher failure rate than mechanical knob controls, which are backed by many years of proven reliability.
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BEYOND DONE* Where should I go now?
Posted by on
Where do I begin? One year ago, I completely remodeled my kitchen and designed it around the Icon Series line from Electrolux. I purchased a 48" Gas range, dishwasher, hood, fridge and freezer. In all, I spent over $19,000 just in appliances. Additionally, I remodeled the kitchen to accommodate the new 4' range and the new fridge/freezer which recesses into its own wall with a surround that gives the look of a SubZero.

Within three weeks of owning these new units, the refrigerator starting warming up. Parts were ordered. The fridge continued to not keep temperature and to freeze over. All said and done, one year later, I am now on my fourth unit from Electrolux. It, too, has the same warming issues. I have thrown thousands of dollars of food away, as the fridge will not stay below 48* F.

Although I'm not necessarily angry at Electrolux for their lack of support, because they have been very prompt about responding to the issues each time, I have grown increasingly tired of the bi-monthly appointments to defrost a fridge, the continued inconvenience of having to monitor the fridge temperature, and the continued loss of food due to spoilage.

Historically, Electrolux has given me two options when they determine that the unit is beyond repairing: 1)A full refund on the unit, or 2) a replacement unit. Once again, I am at the point where our local dealer is saying that they are only authorized to perform one defrost per month from Electrolux. After five subsequent visits, they are compelled to deem the unit "un-fixable" and proceed with Customer Service to determine a game plan. I am beyond this point. Now I'm faced with the SAME options, no doubt. But here's my frustration:

I could accept another fridge, in hopes of this being the one that works. However, industry wide, it has been demonstrated that this product has issues. Do I really want to go through this timely process again? OR, do I accept the refund of monies? Sounds great, until you realize that the opening that was specifically designed for this unit (and companion freezer), does not accommodate anything else. To do most anything will require that I once again pay to have my kitchen remodeled! And what do I do with its companion freezer (which also has had warm-up issues!)?

We purchased the fridge/freezer for the look. We designed/remodeled our entire kitchen around "the look." And now we are one-year into our "look" and don't know what to do. All I want is a fridge/freezer that works! I don't want to create waves......but I believe that my husband and I are now BEYOND DONE! We want something with dependability - like the old fridges that a person can still find running in people's garages. You know, the 1950's - 1970's fridge in multiple colors? They are still running. They are still dependable! Maybe I should just remove the doors off these units, install piano hinges on them, mount them to my wall for a facade and put one of those old dependable 'garage fridges' in behind!

Where should I go now? Should I pursue legal attempts to force them to pay the contractors to remodel the kitchen so I can put something else? Should I pursue them for the substantial loss of foods? Should I bill them for my time spent twice-monthly? Do I continue allowing them to give me a new unit every couple months, performing bi-monthly visits between each replacement defrosting the unit and replacing supposed defective parts? How many years do I keep playing this? My last fridge was purchased in 1990......it's STILL running strong with NO PROBLEMS. My expectation of how long a unit should perform is pretty high. Maybe it would be in the best interest of Electrolux to just buy me the SubZero that they're modeling after and save themselves thousands more dollars!
     
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saj80 on 2010-04-23:
It sounds like corporate Electrolux has been very helpful; skip the local dealer and start working directly with the corporate office. Send them a detailed list of all of your problems, and I will bet they will be very receptive to correcting all of them. Dealers have certain parameters they can work with, but corporate can, and usually will, do what they need to satisfy a customer, especially one who spent this amount of money on their products. Good review and post.
Venice09 on 2010-04-23:
Not to make light of your situation, but I love your ideas! I'm actually in the market for one of those old refrigerators in a nice retro color. And creating a facade actually makes sense in some crazy way. Wouldn't that be great?!

Seriously though, I've learned something from your experience. Never design a kitchen around appliances. I actually think you are lucky that the refrigerator is the only thing giving you problems. I realize you spent a lot of money and effort to remodel, but if this happened to me, I'd give up on looks and would just want a working refrigerator. I know that's disappointing, but I don't think the company is responsible for your decision to remodel around the appliances, even though their product is causing the problem.

I'm really sorry this happened to you. It sounds like you and your husband have the patience of saints, and no one can blame you for finally putting your foot down. I hope Electrolux does something for you to ease the pain of this experience.

Good luck.
Buneez on 2010-04-30:
Thank you for the support.....one week later, more warm-up issues. No contact from Electrolux. I sent an email directly to Chris Polk over a month ago - although quick to respond last time, no response on this letter. Venice09, you make a good point: "give up on looks just (get a) working refrigerator." DOES such a beast exist? I've spent two days researching fridges, and am appalled at the lack of quality and dependability of units today! Maybe the 'retro-fridge' idea isn't such a bad thought. Maybe I could go steal my old working fridge from the home I sold? Any suggestions for RELIABLE brands readers?
Venice09 on 2010-04-30:
Buneez, such a beast does NOT exist. Consumers are fighting a losing battle. Appliances just aren't reliable anymore and the overall quality is awful, regardless of the brand or the price.

My refrigerator is ten years old and living on borrowed time. It's part of the poor quality generation of appliances but probably still better than what's being offered now. I dread having to buy a new one. The last time I looked, I was shocked at how much the quality had gone down. Appliances are just disposable now. Since they are so expensive to repair, people just throw them away and buy new. Unfortunately, you don't have that option if you want to keep your remodeled kitchen intact. I wish I had some better advice or a recommendation I feel comfortable giving, but I really don't. Shame on Electrolux and all the appliance manufacturers for filling landfills with prematurely deceased hunks of metal.

I hesitate to say this, but I have had good luck with Sears Kenmore brand in general. Not really a recommendation because it could just be a matter of luck. My only other suggestion is to stick with a basic model and try to stay away from anything electronic, which is becoming harder and harder to do. It seems to be the electronic components that cause a lot of problems. That's all I got, but good luck!
Buneez on 2010-04-30:
Isn't that the truth! My reliable repair man (at least something is reliable), thinks it has to do with the EnergyStar requirements. In his opinion, it has been the catalyst to many problems. But I would tend to agree that electronics, in general, are responsible for a greater share of issues. Interestingly enough, Consumer Affairs states that the estimated life of a refrigerator is 15-17years. Yet, they offer the same units as a suggestion that continue to have the same issues. However, THIS statement benefits me in my campaign against Electrolux for my expectation of what I should get out of a fridge. ARE YOU LISTENING Electrolux? They also made the statement that 'refrigerator technology has been around for many years' and makes reference to 'dependability' of today's units. Hmmmm....I wonder how much each of the company's are paying them for their 'research' and 'reviews'? Interesting indeed. So, onward I go. I believe that this weekend I shall go shopping for a new refrigerator.....at my local second-hand store, or garage sales - primarily looking for a unit that was made without the Energy Star rating system.
Venice09 on 2010-04-30:
Speaking of Energy Star rating, I read that it is very deceiving because it depends on the temperature kept inside the refrigerator, and the rating is usually based on a temp that is too low to keep food fresh. I guess that means the food won't last as long if the refrigerator is set at the temperature required to get the rating. So it becomes a matter of wasting food v. wasting energy. A no-win situation.
echoerica on 2010-06-28:
Wow, I'm so sorry to hear about this crisis. Have you had any luck with getting Electrolux to help? We bought an Electrolux fridge and dishwasher for both quality and aesthetic reasons only to find out there was a defective water valve part in the fridge causing significant water damage to our hard wood floors. We are now being quoted $30,000 to fix this damage!! I just emailed Chris Polk who was mentioned here and hope he will be able to help us. Our floor is ripped up and don't know where to go from here.
Buneez on 2010-06-29:
Wow! That's an extensive amount of damage! Chris Polk, as you have seen, has not responded back in regards to my issue this time. However, I have had EXCELLENT experience with Electrolux standing behind their products. Whenever there has been an issue with a part, they have always promptly over-nighted the part to our local dealer. As for my warm-up issue, I think my husband has come the closest to figuring out the issue: a faulty thermostat and poor placement. Additionally, there was a clip that prevented the thermostat from coming in contact with the surface. I've had pretty good results for over six weeks with this current fix, staying in the safe range nearly the entire time. Our next step is to find a thermostat that is 10* warmer....or something like that. I should let my husband do the technical talk. Best wishes on the floor replacement.
PepperElf on 2010-06-29:
why do you keep using his full name?
Jeff on 2014-04-01:
Check out this job posting from Electrolux to hire someone to investigate quality issues with ice and water on their refrigerators. Posted February of 2014. Scared me away from buying one of their refrigerators. If they are hiring someone to investigate the issues, it will be at least a few years before they solve them. Seems like they are well aware of quality issues and don't stand behind their product.

http://www.enet.electrolux.com/prod/public/c99olm.nsf/(WebJobs)/BCDE73E80496CD9085257C770053BCDD?OpenDocument

Here is a summary:
Objectives
Support the quality goals and vision of Electrolux by investigating Ice and Water related field quality issues, determine root cause, and work with internal resources and external resources (ie. Suppliers, service technicians, etc..) to implement quality improvement projects. Also this role will work with engineers on new model launches to ensure that existing quality related issues have been addressed.
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Electrolux/Frigidaire front load washing machine
Posted by on
Two years ago I purchased a Frigidaire Electrolux Galaxy Series Front Load washing machine.
As of a week ago, my washer stopped working due to what the error code read as a broken door lock. Upon notifying the company, I was informed that because the part I needed was on back order I had two choices. First, sit back and wait for the part or, accept a 60% rebate check to go purchase a new machine.
After thinking this over, I decided that 60% was unacceptable as I bought this washer in good faith that it would work for some time. I called the company back and after explaining my stance on the situation I was put on hold. Shortly after the operator came back on and said the part was there and I would receive it in three days.
Monday I received the part and it had nothing to do with my washing machine or its problem.
When I called the company for the third time, I was told the part I needed would not become available until February 6th. I was then offered another rebate for 70%.
Again I explained to the person on the other end that I do not feel I should have to spend 30% on a washing machine that I just bought 2 years ago. How is this fair?
He put me on hold for a while and returned with a list of three local handymen and told me I could try to get one of them to come over at my expense. However Electrolux would purchase the part if one of these men had it.
Later in the day, I called the company a fourth time. This time I was calling to find out how to override the test mode because I was told by a couple of other unsatisfied consumers that it may get the washer going.
Please understand, I have an 8 year old daughter and an 11 month old baby. Going to the laundromat with two children in tow is horrifying especially in the winter which is why I bought a washing machine 2 years ago.
After asking for the override information, I was put on hold and passed around 7 times until I finally insisted on speaking with a manager.
That is when a lovely gal named Tiffany came on the line. She offered me a $200 refund check for my laundromat troubles which I thought to be fair. She then said she had found the part and was going to overnight it to me. She had to double check for this and later in the evening she called me back to say she was successful in getting the part I needed.
Easy to say I was thrilled.
Today the part arrived. When I opened the box, there sat a large black oven door handle. Am I to assume I was being asked to beat my washing machine with it until it worked?
I called Tiffany and left her a message. I also called the company again and found myself back at square one, being told I am expected to wait what in the end will be a total month to fix a simple door lock issue on my washing machine.
$200 does not even come close to the costs this will incur.
Tiffany never returned my call.
I am going to summons whomever I have to in order to force the company to recall this product. After all, if this door lock is on such a long back order due to high demand, wouldn't that be a red flag insinuation that perhaps there is a serious problem here?
     
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Venice09 on 2010-01-19:
Good review. It almost sounds like they keep sending you the wrong part to buy some time. I also agree that going to the laundromat is not only inconvenient but very expensive.

I'm not sure about issuing a recall. Just because the part is on back order doesn't necessarily mean it's in high demand. In fact, the opposite could be true. Are you aware of a lot of other complaints on the same issue?
girlchez on 2010-01-20:
Well from what I have seen so far, there have been a lot of product complaints but overall horrible customer service was at the top.
And ultimately, what has me the most upset is that the customer service for Electrolux seems to have a highly trained game plan that mimics a group of schoolyard bullies.
They blind fold you, spin you around three times and throw you back and forth between each other until you are left dizzy, confused and exhausted.
Venice09 on 2010-01-20:
That's funny, girlchez, and unfortunately I know what you mean. I had a similar experience with Sears, and I know how infuriating that kind of treatment can be. Luckily, I don't own any Electrolux/Frigidaire products so I won't have to deal with their customer service. And thanks to your review, I probably never will.

Good luck getting the washer fixed once and for all. Hopefully, it will be the last time you have to deal with them.
doglovingreviewer on 2011-07-31:
Why would they send you an oven door handle in response to your request for a washing machine part? Last time I checked, an oven is not a washing machine. What type of wrong part did they send you the first time? I agree with Venice. They are probably just trying to stall for time by sending you spare parts from random appliances that just happen to be lying around and gathering dust. I guess those parts have to go somewhare...!
trmn8r on 2011-07-31:
I don't know, but I'm wondering why someone would post a question to the poster of a 1-1/2 year old review.
Venice09 on 2011-07-31:
Trmn, my guess is that when people first discover this site, they start looking at complaints similar to theirs and then have an urge to respond. At least on this site, the post doesn't go unnoticed, thanks to the 'my follow list' system.
AV on 2012-04-15:
It's hard to betieve how little Electrolux cares about their Customers, I got Front Load Washer and Dryer and it's the worst ones I ever had,bottom line is they both Stink and the Company don't care at all.
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Electrolux - the Sorriest Appliances Ever Made
Posted by on
Rating: 1/51
I purchased several Electrolux appliances when we remodelled our kitchen in March of 2009, including the frig EI26SS55GSO, wall over and dishwasher. Have had problems with all of them. The frig freezes all my veggies in the veggie tray even when the temp is set on 37 degrees as recommended. Now my Main Power Board relay switch has gone bad and causing power failure to the Circuit Interface board. I called Electrolux and they gave me a number for a service dealer who came to my house and gave me the bad news. He also told me that Electrolux had several problems with the first year of manufacture and had replace several units because of the food freezing problems. He said it was a design flaw of air flow. He said it will cost $600 - $700 to replace both board and panel. I called Electrolux and they refuse to pay any on the repair bill even though my unit is only 4 years old.

My $1800 (2009 price) wall over is a piece of junk. It takes 30-40 minutes to bake a small pan of biscuits - like I said a piece of junk. The lower heating element is buried in the bottom panel and it has to heat the entire bottom section before any heat ever reaches the oven space much less the biscuits. The stupid engineer that designed this unit should be hung by the 'you know what' til he or she gets some common sense. Too stupid to get in out of the rain.

Thirdly, my dishwasher stinks to high heavens apparently from food not being properly flushed out of the unit, however the smell is more like a plastic foul odor. Not sure and I'm sure the tech reps that answer the phone for Electrolux don't have a clue as to how to correct the problem and if they did it would be your fault and your expense. Like one other customer said, Electrolux considers themselves above the LEMON LAW!!!
     
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Chris Polk on 2013-05-13:
Hello 157cowboy,


On behalf of Electrolux, please accept my sincerest apologies for this rare but unfortunate experience. I assure you that we value our consumers like you and our appliances are designed to work proficiently, providing years of useful service to you and your family. We have a passion for extending quality customer service on every level and I would like to connect with you to see if there is anything that we can due to speed up the process of resolving this situation.


Please email chris.polk @ electrolux.com with your full name, serial number, phone number and date of purchase so that I can research your history to determine what best way to assist you at this time. If you can provide any additional service details, that would be helpful, too.


157cowboy, I do appreciate every opportunity to serve consumers like you and am grateful for the ability to hopefully make a positive impact and regain your customer loyalty.


I look forward to helping you!


Kindly,


Chris Polk
Outline Outreach Representative
Electrolux Major Appliances, North America
Theresa Guidry on 2013-05-20:
I have the same problem with my refrigerator and at just 4 years old this is ridiculous to have to spend $600-700 to repair it. Tech came out Sat. and broke this news to me. Over $2000 for a refrigerator to last 4 years. is unacceptable. EI26SS55GSO
PJ Dunn on 2013-06-12:
We purchased a Simpson washer Mod# SWT 554 on 6 March, 2013.
It was delivered the next day, was immediately put into commission and has been sitting over a film of water since about the 8th of March.
Indeed, it leaks – is somehow bleeding water internally.

Today is the 12th of June and Electolux’s local warranty agent has visited, looked at the machine – told us that there is a ‘design fault’ or two (or maybe a combination of faults) that cause the problem.

I put to him that the object should never have been offered to us for purchase with any design faults as obvious and detrimental so as to cause splashing water to reach the ‘dry side’interior of the machine which consists mainly (after all) of electric and electronic components – the remainder being corrosion prone metal.
I put it to him that we’d been sold a ‘lemon’.

Apparently, according to the Simpson warranty chain of command, electricity and water DO mix.
At least the sparky was good enough to give me a contact phone number which Simpson for some reason no longer prints on their manuals.
For some reason ‘Jenny’ on ‘1300 363 640’ flat refused to enter into any argument or patch me through to some more reasonable person.

So this is what we have –
• A three month old machine with two years warranty that has been leaking (go figure) for three months which means even if the design fault/s can be fixed the water damage unquestionably remains.
• A warrantor that refuses to replace a day one lemon with a new appliance
• An ‘authorised service agent’ who can’t work out that electricity and water DO NOT MIX!

This, as any reasonable person can see, means that Electrolux don’t seem to care too much about their customers getting zapped.
As an engineer with his quality assurance diploma in his files since 1989, I find this scenario quite remarkable and the posture taken by Electrolux overweeningly arrogant, insupportable at law and for a corporate entity wanting to retain customers and return dividends to stakeholders, incredibly delinquent.

All of which is a vastly different story to the spin on their pages –
http://group.electrolux.com/en/category/career/meet-our-people/
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Think Twice
Posted by on
Rating: 1/51
ATLANTA, GEORGIA -- March 4, 2013

CEO
Electrolux Corporation
PO Box 212378
Augusta, GA 30917


I take great exception to your company’s quality control and product engineering. I write you this letter in sheer disgust for having been had for the purchase I made of kitchen appliances for a newly renovated kitchen.

The standing range is an abomination and a physical hazard. I had two services calls since the installation in July. The first call was for the physical hazard of the vent lip protruding under the control window. It was sharp enough to cut my hand. While cleaning a spill it gets hot enough to burn my hand. This is a class action suit waiting to be engaged.

The surface is made of a very poor quality stainless that has scratched from the moment it was removed from the box. The grates scratch the product consistently. The only acceptable cleaning sponge must be soft without any option to adequately clean baked or burned on spillage.

The oven cabin measurements are incorrect. The bottom shelf is correct, but the two pull out shelves cannot hold the same measured trays, because of the convection fan. The pull out racks does not function well for bakers, as there is not enough clearance.
I have had the two mother boards replaced. It seems there were issues with steam and heat.

The refrigerator is a feat of stupidity. A refrigerator by its function is to keep food and beverages cold. This refrigerator dispenses room temperature water. This is a design failure for the usage purpose of the consumer. The ice dispenser splatters ice and ice chips over the floor. The chute is not properly designed.
The microwave panel has a very light print. It makes it unreadable in certain light dynamics.

The dishwasher is adequate. It is only adequate.

I have had a sales representative from Electrolux look at the range with the salesperson from the store the appliances were purchased. He noted the range should not have the concerns I have defined. I have had the owner look at the appliances and saw firsthand what my concerns are and he was very concerned. He confirmed for himself all of the issues stated. I have spoken to a staff person in your office. She has told me nothing more can be done.

I will tell you what you need to know. These products are a horrible waste of money. They are of poor quality, dangerous and do not function as they should. You are the person who is leading a product and sales team that has failed. You have put out a product that is inadequate. The answers I am given by your company are not acceptable. I have no other recourse, but to engage you in this conversation. It is time for you to prove your stand and the personal integrity of your position. I want a full refund and removal of the appliances that are unacceptable at any price point.




     
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Refrigerator Ice Maker Problems
Posted by on
Rating: 1/51
Purchased Electrolux french door refrigerator, freezer on bottom, ice maker located in refrigerator. Eight service calls within the first 6 months to remedy constant problems with inconsistent ice making. Woke one morning to find kitchen hardwood floor flooded as ice melted overnight. After a lot of screaming Electrolux finally replaced refrigerator. We were reluctant to get the same model, but they said the problem had been fixed.

Second refridge worked for about 4 months and ice maker problem started. Numerous service calls over several months. Electrolux stated they would no longer cover problem under warranty unless we extended the warranty for a ridiculous fee. We argued to no success that their high end refidge has never worked as it should. They basically said "tough luck." Service tech said that from his experience the extended warranty would not cover the total cost of future service calls and probably not a wise use of the money. The tech stated that Electrolux doesn't want to admit it is very bad design engineering.

We are purchasing bagged ice from the store.
     
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CPolk on 2013-02-25:
Hello Tanker - I apologize for the inconvenience and concerns this refrigerator has been causing you. I would like to further assist you but in order to do so; will you please email me directly at Chris.Polk@Electrolux.com with your unit's model/serial information, personal name, address, phone number and date of purchase of the unit?

Thank you in advance for supplying me the information needed. Please include any other pertinent information concerning this unit. I look forward to further resolving this matter.

Please let us know if there's anything we can do in the future. At Electrolux, we stand firmly behind our products and services, and we certainly understand the value and importance of our customers. When the opportunity should arise where you are able to share your personal experience with others through one-on-one conversations, social media, or in your community, we would be most appreciate of a recommendation for our company and the Electrolux brand.

Chris Polk
Online Outreach Representative
Electrolux Major Appliances, North America
ctodd3321 on 2013-08-22:
we have had the same bad experience with Electrolux ice maker. 8 service calls and they refuse to replace as promised on extended warranty.
Virginia on 2013-09-12:
I was not offered an extended warranty, and they were smart not too! As it ruined my new hardwood floor the first week! They have not resolved any issue to my, or the dealers, satisfaction. No Ice No Water! Faulty design! No customer loyalty, no customer service!
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Worst appliances on the Market
Posted by on
Rating: 1/51
LANCASTER, OHIO -- We purchased $12,000 worth of poorly engineered, poorly manufactured scrap and want to make sure others do not make the same mistake.
Built a new home and bought Electrolux appliances, big mistake.
The double oven immediately failed. Service was through a third party vender, and was four days away. When they showed, they would not remove the oven from the wall - too much liability they said. So I removed my new oven, and diagnosed a burnt element. Appeared to be a manufacturing defect as the insulation around it had been disturbed and the element burnt in half. They shipped the part (another 3 days) and I replaced it.
Four months later the control panel in the front burnt out. LED lights were not lit properly. By now we were wise to the "service" program, so I asked that they ship the control panel, and I installed that.

2 months later the control panel in the refrigerator died. They shipped, I installed.
Another 5 months passed and the dishwasher would not pump down. This time I tried to hold their feet to the fire. The "service" group pulled the dishwasher, diagnosed a faulty float switch, and left. 3 days later, they sent another "repair" man who disagreed with the first diagnosis, and tried to half-ass manufacture a piece to operate the switch, with no success. A few days later the first "repair" man returned, replaced the part, and so far things have continued to operate.

The wife managed to pull an extended warranty from the manufacture after hours of phone calls and complaints as to their products and service. They reluctantly agreed to extend the warranty in exchange for our misfortune and not having use of the products for several days while waiting on repairs.

Fast forward to this summer. The refrigerator control panel is on the fritz again, and this time the unit quit running. "service" group number three (because the last group no longer works with Electrojunk) replaces a main board in the bottom which allows the unit to run, but cannot order the front control panel because the part is no longer available?
The cooktop flashes "e" across all burner controls at times, and sometimes will not recover without a hard power reset.

Honestly, in all my years of working with manufactures, electronics, and equipment in general, I have never experienced problems like these. I have never dealt with a service entity that mishandles or has no knowledge of the product, and can't find or maintain repair groups to work with, and when questioned, customer service personnel are rude and snippy.

DO NOT PURCHASE ELECTROJUNK APPLIANCES, even if Kelly Ripa still makes you believe in the product - unless you are very handy at repairs, have hours of free time, enjoy re-designing, and are prepared to sacrifice your homelife in order to keep this worthless junk operational.
     
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Alain on 2012-08-26:
You can report this to http://www.ftc.gov/bcp/index.shtml That will at least add to the numerous official complaints about Electrolux products and might (hopefully) encourage the company to attempt to exercise more quality control on their products.
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