CALIFORNIA -- Never buy an Electrolux side-by-side refrigerator with a water dispenser and ice maker. We bought one in 2011. After the first year, the water dispenser began to function erratically (the water wouldn't stop running). Over time, this problem cascaded into a myriad of problems that caused the entire unit to fail. We had paid for the extended warranty, so Electrolux replaced it. But now, the replacement unit has the same problems!
We're reluctant to start the repair process, fearing this unit may also self-destruct. Our only option is to again pay $800 for the extended warranty; but a good product should not require customers to endlessly invest in warranties. This product seems to have an inherent defect that the company has failed to fix. I would not recommend this product to anyone.
Beautiful hunk of junk! Paid big bucks for a sleek state of the art all Electrolux appliances in new home. The sales pitch was that Electrolux has a long history of appliances all over Europe and not just vacuum cleaners. Electrolux also is the same company of Frigidaire, commonly seen in U. S. markets. So, we believed that we were getting the best products.
Not long after moving in, the first problem was with the wall oven. It was beeping with display instructions to remove meat probe and I was not using the darn thing. Customer services walked me through a series of steps to remedy the problem. So, I never used the meat probe. The oven would sometimes randomly have to be reset. The dishwasher stopped working after having it for 7-8 months. The authorized Electrolux service repairman has worked on this junk three separate occasions.
The refrigerator has had many problems. The light display panel stopped working, the circuit panel has been replaced twice, water dripped from the filter, the side by side doors do not seal properly especially on the freezer side, and the ice maker is constantly jammed and very noisy. I hate this refrigerator. Electrolux customer service are polite and offer repairs but these products are not of any quality. I will never buy Electrolux again including their vacuum cleaners just because.
NORTH CAROLINA -- I wish I had read these reviews before I purchased an Electrolux refrigerator and microwave. The refrigerator needs a part to prevent the ice maker from freezing in the back. The microwave turned black inside. I remodeled my kitchen and purchased a package. The customer service is horrible. I tried to write to the headquarters but cannot find an address. I am terribly disappointed in these products.
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 **, 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 **. 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 the 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. ** took the information and said someone would be contacting me from Electrolux and the replacement process. Five days later, I received a call from ** 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 **, the CEO of the North America Division, what he thinks about this widespread problem. If Mr. ** is a proud CEO of Electrolux and believes in the company and its products, he will do something about it.
FULLERTON, CALIFORNIA -- We are on our 2nd Electrolux refrigerator where the ice maker failed. After numerous service calls and phone calls to the appliance store and Electrolux, they finally replaced the non-repairable fridge after 6 service calls. We bought the extended warranty on the 2nd unit and now it has too quit making ice. The extended warranty offers to replace a unit if it is deemed non-repairable. Today was repair visit #8 - still no ice. Electrolux has offered to return a portion of the extended warranty but is refusing to replace the unit. The extended warranty is a scam - they will not live up to what they advertise.
ALAMEDA, CALIFORNIA -- Purchased Electrolux appliances as part of a kitchen remodel in summer of 2011. One week after installation Wave Touch french door refrigerator stops working. Call Electrolux, they send repairman who says problem is circuit boards, new ones need to be ordered. Electrolux says circuit boards back ordered, may take a month or longer to get new boards. Many phone calls, threats of law suits and they agree to replace unit. I don't want replacement, don't trust Electrolux, I want my money back. Electrolux refuses refund, assures me this is an updated model and says I will have extended service contract.
Eighteen months after replacement is installed the circuit boards go again. Call Electrolux and am told I don't have extended warranty. Try to speak to "supervisor" and am repeatedly told they are all busy, but will call me back. Needless to say, they never call. The only thing worse than an Electrolux refrigerator is Electrolux customer service. We are looking into the pending class actions or filing our own suit against Electrolux. DO NOT BUY this piece of junk.
SAMMAMISH, WASHINGTON -- My family has an Electrolux refrigerator which was bought in 2010/8, model EW28BS71IS5. Last winter I turned off the ice maker because we went out for a long vacation. But when I tried to turn on it this summer, it doesn't work at all. Did some research on the internet, seems like this is a very common issue for Electrolux and they keep changing the design/upgrade kits. So I called service to check whether they could provide a solution. I got upset about the answer. They told me this issue was fixed in my model because my model has "IS" in it. And of course, my refrigerator is out of warranty, so I have to call some service company and pay for all of that.....
What's a lie!!!! I found so many similar problem reviews on the internet with "IS". Electrolux should face the problem more frankly, product over $3000 should definitely last longer than 3 years!!!
PEARLRIDGE, HAWAII -- I bought a High End Fridge, or so I thought. I purchased a E123CS55GS - Electrolux Side by side from Best Buy. During the first few weeks, I returned 3 units back for computer problems, refrigerator side not working, and control panel being faulty.
Best Buy supported their sale, by quickly replacing the units, but still a hassle. Here I am 4 years later and have had paid over the price of my unit ($2500) for various issues like the Ice Maker inoperable 2 times, the Ice Container being separated from the coil and needed replacing, the temperature settings not being able to keep set temperatures and today once again my fridge side cannot maintain the 37 degree setting, it's now at 52 and I've tried resetting it 4-5 times.
I will NEVER purchase another Electrolux Fridge ever again. I have a Electrolux glass top stove and oven, but that's another story... Don't be fooled by the so called high end fakes Electrolux. So very disappointed and upset on this really bad purchase.
CHARLOTTE, NORTH CAROLINA -- We purchased an Electrolux refrigerator which was stainless steel and has the two doors on top with freezer below. The ice maker and freezer do not work and even with the extended warranty and 9 visits from the technician, we are still using bagged ice and have had to put a separate freezer in garage as freezer does not work.
After two months we still have no relief. Electrolux does not honor their craftsmanship or their extended warranty and I am now going to file with the BBB and with the action 9 news team in town and write an article for the newspaper as this is ridiculous. I am going to put my English degree to work for me and start being vocal with the media. I am tired of hearing their commercials on the radio as they do not honor their warranty. I own 11 rental houses and have never had this kind of problem with a refrigerator.
SAN DIEGO, CALIFORNIA -- 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 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 whoever 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 encased 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 ** 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 **.
I then asked the same question and she said she is doesn'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 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 multi-unit 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 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.