Plastic parts in a high dollar machine, and NON Existent customer service
EASTON, MARYLAND -- In June of 2004, my wife and I replaced a Maytag washer and dryer that was 14 years old. Unfortunately we purchased a Front Load Frigidaire Washer and dryer. We purchased these units at LOWES, who, at the time of purchase, GUARANTEED us "Next Day" Service. In late February of 2006 (yes, the units are NOT two years old) the two PLASTIC strut supports on the washer snapped off. This is where the nightmare begins.....
My wife contacted LOWES for our "Next Day" service. Lowes DOES NOT repair these products, they contract with SEARS. (See any problems brewing here?).... So, Sears is contacted around the 9th of March. They advised us that a representative would call us the next day. We did not receive any phone calls. The following week, around March 13th, we called again. Sears had no record of our call for "Next Day" service. So, we scheduled service again. Sears did call back the next day, and we confirmed that a technician would be at our home on March 21st. At 10:20 a.m., I received a call from Sears stating that the service man would not be able to fix our machine on the 21st. He had called out sick! Sears only has technicians in the area twice a week. At this point, I was so angry that I told Sears to CANCEL our service request and send me the parts! The parts were ordered on the 21st. On March 22nd, I got a call from Sears asking me to re-schedule service. I told them I didn't want service, I didn't want anyone at my house, all I wanted was my parts. They also advised me that they had "no record" of my order I finally asked for a supervisor. I was told that the supervisor was "out to lunch" and she would call me back. I left the house to run some errands. When I got home, I had a message from "Rita", phone #1-800-463-4663. I called that number, and NO ONE knew of "Rita" nor did they know which office she worked in. I then called Frigidaire, who is now owned by Electrolux. (When did that happen?) After going through a series of customer service agents (2) that could NOT speak clear English, I gave up. The next day Sears calls again to schedule service. I again told them I DID NOT WANT service, that all I wanted was my parts. I was SO ANGRY that the customer service agent finally hung up on me. On March 27th, my parts (totally $57) arrived. On March 29th, I installed them myself. The washer works fine! However, it is now my intent to get my money from Electrolux for all the aggravation I've experienced. Electrolux gave me a "Concession" number to give to a service agent that will cover parts and labor. Make sure you note that the service charge and diagnostic fees were NOT covered!!!! I told them (again) that I did not want a service man to come to my home, all I wanted was reimbursement for the faulty parts that broke! The customer service supervisor guaranteed me that this number would cover the cost of the parts.
It is now March 31st. The washer still works, and I have the broken parts bagged up ready to send to someone, along with the invoice of $57 to get reimbursed. At 4 pm, I called Electrolux. The customer service representative tells me that because I fixed my own washer, I have now voided the limited warranty. No one told me this fact during the last 3 weeks of phone converstations!! I told the representative that I didn't care about the warranty, all I wanted was the money I spent for parts. She told me because the warranty was "void" I could not be reimbursed. I then asked for a supervisor. I got a male agent on the phone that was VERY difficult to understand. He told me over and over that I could not get reimbursed for my expenses because I voided the warranty, and did not have a service technician service the product. I explained to him several times that the reason I fixed my washer, was because I couldn't get a service technician after calling for over 2 weeks! Finally, I lost my cool and DEMANDED to speak to his supervisor. He told me no one was available to speak to me. When I asked if he had a boss, he said "yes". I then again DEMANDED to speak to his boss. After being on hold for 15 minutes, I finally spoke to Mildred. Mildred also told me that Electrolux would not reimburse my money for parts. I told her, that I was going to keep calling up the food chain, until I found someone that would write me a check for $57. Because it was after 5 pm, I had to leave my name and number for ANOTHER supervisor to call me on April 1st. It's ironic that on April Fool's Day, I'M THE FOOL! Yes, at this point it's not the money, it's the principle! PLEASE AVOID PURCHASING ITEMS FROM FRIGIDAIRE. This company used to manufacture GREAT appliances! I remember the Frigidaire washer in my grandmother's house... It ran for two decades, and was only replaced because the heating element in the dryer went up, and Mom wanted a matching pair. Please do some research before purchasing. My next buck is going BACK TO MAYTAG!