Unprofessional Customer Service/Non-placement
SAN DIEGO, CALIFORNIA -- October 5, 2007
To: Vice President of Customer Service Electrolux
The Electrolux Group
PO Box 212378
Augusta, GA 30917
(Electrolux Home Products
P.O. Box 212378
Martinez, GA 30917)
RE: Frigidaire Gallery Refrigerator, Serial # PLHS5267ZAB5, Model # LA23411589
Dear Vice President of Customer Service,
This letter is to explain the circumstances of why we will not buy another Electrolux product. In November of 2002 we purchased new appliances for our kitchen which included the above refrigerator. Approximately two weeks ago the entire cooling system quit working. I called customer service’s automated number for a service repair number. There were only two offered. I never received a call back after several attempts to one and the second one did not have a refrigerator technician. They suggested I call customer service directly. In speaking with customer service I was informed that my warranty had expired and that I needed to contact a repair person on my own. I contacted a repair person who explained the board needed to be replaced. That was replaced and immediately blew. He said I needed to contact Frigidaire directly. I called customer service back and explained the situation at which time they said they would put in a request for repair and someone would call me back in 24 hours to let me know what had been scheduled. I call the next day after I did not receive a call. The woman I spoke to said she did not understand why I had not received a call, normally they are very good. She then asked me for all my information again and said she would put the request in again….. it would take 24 hours. I called again after I had not received a call. I explained again to your representative, who then said she doesn't’t know why I would think it to be 24 hours. The policy is 48 to 72 hours and why was I calling them anyway since I was not under warranty. I explained about not being about to contact an authorized repair service and she said to use who ever I wanted because it did not matter. I then contacted another repair service who took one look at the old board and said I needed to have Frigidaire come out. It appeared to be the compressor. I AGAIN called customer service and was told it would be another 48 to 72 hours before I would get a call to let me know when someone would be out. Fortunately, after speaking to a supervisor, who placed me on hold while obtaining an appointment with A&E Service, I was able to have an authorized repair technician come to my home. The repair technician then informed me that my unit has a short in the wire that is incased in the unit and therefore not repairable. He asked how old the unit was and that this falls within the five year warranty that I needed to contact Frigidaire. I called on the next business day and was told the service company would be called and the case would be reviewed and we would be told if it would be replaced or not in 48 hours. I then received a call from Brittney would said that because we did not purchase an extended warranty nothing would be done. I called back later and talked with another customer service representative and after asking her to explain how it is that something’s can be covered in a five year warranty how it is that something that CANNOT be repaired due to a manufacturing defect is not. She repeatedly said that if I had bought the extended warranty it would be covered. I then asked to speak with her supervisor. She asked me why several times, saying she has already addressed my question and that if I should provide proof of purchase I might be offered a small rebate. I had to ask several times to speak to a supervisor and was left on hold for 20 minutes before I was put through to Laurie. I then asked the same question and she said she is doesn't’t write the warranty and what is it that I expected. I explained that we paid a lot for our refrigerator and for us it would be worth paying $1000 to have it repaired but after only four years of owing it we didn’t even have that choice. It doesn't’t make sense to offer a five year warranty of parts and repairs that can be made and not offer the same warranty of something that can not because of a defect of the manufacturing. She then said there are guidelines and that is what they go with. What did I expect? I should have bought the extended warranty. I asked to speak with her supervisor. She stated there wasn’t anyone else for me to talk with. I asked if she has a supervisor and she said yes, but not in that office. I can go the website and make a complaint that way if I like but the answer will remain the same.
So, what is the point of the long letter? I have had to deal with many customer service providers from being in real estate and property development over the last 10 years. My husband currently owns more than 40 investment properties and is developing a handful of multiunit properties over the next five years. I currently own a property management company. This is the first time I have ever felt the need to write a letter about how unprofessional and disappointed I have felt at the end of a resolution to a problem. There never was an answer of let’s see if we can help you or answer your question to some satisfaction or even giving me a name or transferring me to someone to answer the simple question of why I have some parts that are under a five year warranty (that I would gladly pay to have fixed) and that something that CANNOT be repaired does not fall in that same category? I understand that customer service doesn't’t write the guidelines, but they do interpret the guidelines because that is what guidelines are for, to guide. Doesn’t it seem reasonable that perhaps this short in an area that is not accessible falls outside of the ‘guidelines’? I don’t know, customer service wasn’t willing to help find that answer. Given all the above boring details, I will not buy another Electrolux product to replace any existing appliance in any unit or in any new property. I will forward a copy of this letter to Consumer Reports and everyone I know along with what I have learned regarding other appliance companies. If your company cannot stand behind your products, then I cannot either.