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 ** 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 ** 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. ** 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?
I paid the most for this top of the line stainless steel drum Electrolux front-loading washing machine and it is the worst one I've ever owned. It destroys my clothes. It caused the clothes to pill and tear even on the delicate cycle. I have never had this happen before. I would never buy another front loader or an Electrolux appliance.
HOUSTON, TEXAS -- I spent 12k buying an entire package (the top of the line) and three out of four has been breaking and getting repaired for three years now. I have to throw it all in the trash. Worst product on the market and everyone out there should stay clear. Bad product and even the company does not stand behind their crap after 12 months. 12k for 12 months--not a great value.
The purpose in posting this is to help Electrolux's next customer. Do not buy anything from Electrolux. The reliability of their appliances is terrible and Electrolux customer service is even worse. We bought an entire kitchen and spent over $10K. We have had service calls on everything and still have issues that Electrolux will not help solve.
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:
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 on 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.
I purchased several Electrolux appliances when we remodeled our kitchen in March of 2009, including the fridge EI26SS55GSO, wall oven and dishwasher. Have had problems with all of them. The fridge 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 oven 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!!!
ATLANTA, GEORGIA -- I take great exception to your company's quality control and product engineering. I write you 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 motherboards 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.
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 home life in order to keep this worthless junk operational.
Bought my appliances in 1/10 on sale, store insisted on delivering in 8/10, I installed end of 5/11. French door refrigerator was installed in 8/10 and was replaced 4 times between 8/10 and 5/11. Same problem each time. Water leaking, ice maker not working properly, frost in freezer section, food in refrigerator freezing. Dishwasher leaked on my new hardwood floors for 4 months before G.E. extended warranty sent techs to fix it. Electrolux repair service told me nothing was wrong with it, next time told me they had to order a door seal, then told me for weeks the part was on backorder.
Same story for all parts for all appliances they were sent out to service. Induction cooktop worked sporadically for a couple months then went out completely. Electrolux service stated first time nothing was wrong, next time had to order parts and weeks of parts on backorder. Under counter fridge was freezing drinks, again Electrolux repair said they had to order parts, on backorder and I should not put the front panel on the bottom of fridge as it restricted air flow and was causing compressor to run too much.
I told repair service I was feed up and was contacting an attorney, they then wrote "will no longer service due to customer talking to his lawyer" on my repair tickets and faxed them to me. 5 open repair tickets. I contacted a ** at Electrolux, who ignored my first email, and then told me the repair service informed him there was nothing wrong with my appliances, and since I had contacted an attorney I needed to take any issues up with Electrolux legal dept. This is Electrolux idea of quality products and customer service?
Within 1 week of Electrolux refusing to fix their products I called my G.E. extended warranty who has had A&E factory service to my home over 20 times in the past 6 weeks attempting to complete repairs and the parts from Electrolux are wrong, damaged, or defective each time. My home looks like an Electrolux parts warehouse.
Just this week my double wall oven will not turn off. Extended warranty is trying to fix that as well now. If you are not an attorney and do not have months to play with this company I would warn everyone to steer clear of this manufacturer. Anyone with questions is welcome to contact me and I will provide any proof they wish in the interest of helping others avoid the same scenario I have gone through. If you have been swindled by Electrolux the only way to cover your costs of attorney fees is to file it as consumer fraud, that way you at least have a chance of recovering attorney's fees.
OREGON -- We have had our Frigidaire fridge (# FRS26H5ASB4) about 4 and a half years. Last month we found a fridge full of rotten food and a huge puddle one morning. We called a repairman who said it was the defrost timer. That set us back over a hundred dollars. The next week we replaced an entire fridge full of food. The same thing happened again! This time we were told it was the compressor. We found the warranty and found we were covered. The repair took place within a week.
The repairman that worked for Frigidaire told us it was a factory defect and the company was at fault. It is a common problem that they saw all the time. We were told we should get compensation for the hundreds & hundreds of dollars worth of rotting food they cost us. When I contacted the company they said they no longer offer food loss compensation. I had said I would contact the BBB. They said "go ahead nothing you do will get you compensation". Funny thing is they have unresolved issues with the BBB. This tells me they mean it when they say they do not care. They have become so big they do not feel they need to answer to any consumer groups.
From what I understand, it was policy to offer food refunds when I purchased the fridge so I am due compensation. They sold me the fridge with that policy intact. It is very deceptive to yank it away when convenient. It must have been too costly to refund the masses of consumers they ripped off. It must have cost them a fortune!
Here is an idea. Create a product you can afford to back up! Care about customers a tiny bit. This is a really nasty company in that they do not hide the fact that they do not care. They are pretty matter of fact when they tell you tough luck! They will even admit they sold you a crap product but they will not give a dime of compensation. Do not buy from this company. A fridge should last so, so much longer.