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Frigidaire does not honor dehumidifier warranties
Posted by on
I just came across a review elsewhere, in which the consumer has a 6-month old dehumidifier that stopped working. He contacted Frigidaire about service within his 5-year warranty, and here is their reply:

"I would like to offer you a 60% rebate towards a new unit." My response to that was, quoting the manual, "The unit has a FIVE YEAR WARRANTY period during which 'Frigidaire will repair or replace any part in the Sealed Refrigeration System....,' so why should I have to pay 40 percent?"

Their reply: "We apologize we will not be able to arrange service for your dehumidifier. Regrettably, escalating service costs have rendered repairing dehumidifiers a thing of the past as these units are no longer serviced.

Please let us know if you wish to accept the rebate offer so we may assist with issuing a rebate letter outlining details of the rebate as soon as possible. Please also note that not only will you receive the 60% rebate but as an added bonus when you receive the new dehumidifier the warranty will start over again from day one."

I wrote them again, requesting that they honor their written warranty. They replied "Thank you for contacting Frigidaire. We apologize that we are not able to assist."

Flabbergasted, I looked elsewhere on the internet and found similar complaints. It's always a good idea to research appliances before purchase, but if the warranty is virtually useless, it is even more so.
     
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Anonymous on 05/18/2011:
Many warranties are not worth the paper they are printed on and a lot of companies don't stand behind their products these days.

I rarely bother with warranties as I can usually figure out how to repair something myself, or make use of the fixit sites.
Venice09 on 05/18/2011:
You beat me to it, ript. In many cases, warranties are not worth the paper they are written on. They are only as good as the company behind them. And judging by all the Frigidaire complaints, it's no wonder the OP got those responses.

If dehumidifiers are no longer serviced, then it should be replaced under the warranty with no cost to the consumer.

Great review.
Venice09 on 05/18/2011:
I just realized this is your review, trmn. I think our dehumidifier is also a Frigidaire. I'm not sure if it's still under warranty, but I'll keep my fingers crossed that it continues to work, especially during this rainy season.
Alain on 05/20/2011:
Frigidaire uses escalating costs as an excuse for not honoring their warranty. To me that translates to, "We no longer produce a reliable product and we don't care what the consumer thinks about it."
Chris Polk on 05/20/2011:
Thank you in advance for allowing Electrolux to assist you in this matter.

I apologize for the inconvenience and concerns this dehumidifier unit 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?

When you send the email please make sure to have "HELP CENTER" somewhere in the subject line for tracking purposes. This way I can create a footprint in our system when the account is created. You will have proof of our correspondence and if you ever need to reference it in the future you will have a reference number.

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.

Chris Polk
Online Outreach Representative
Electrolux Major Appliances
Venice09 on 05/20/2011:
I hope you follow up with Chris and let us know the outcome, trmn. It should be interesting.
LoganR on 07/21/2011:
Like many other recently manufactured Frigidaire dehumidifier units that I have been reading about, my (less than) 4 year old dehumidifier's coils corroded and let all of the coolant out.

I brought the unit to Sears for service and they told me it "was not under warranty" though it is less than 5 years old and still covered by the 2nd-5th year warranty that was part of my purchase.

When I called Frigidaire/Electrolux I was told that when Sears fixes it, I will not be reimbursed for the service, though Sears is an authorized service center.

It is still within warranty and am frustrated that I seem to be getting the runaround getting it working again.

I have emailed Chris Polk who posted in the thread and I'll let you know what happens!
LoganR on 07/23/2011:
Chris Polk from Frigidaire/Electrolux responded to me with a fair resolution, and I am going to pursue that.

I feel much more confident in Frigidaire/Electrolux as a result of Mr. Polk's efforts and would purchase again.
LoganR on 08/04/2011:
Chris came through for me on my defective unit and I am pleased by Frigidaire/Electrolux's response.

Sears did try to steal an "diagnostic fee" from me, but I managed to get it back from them after half a dozen phone calls.

100% OF THESE UNITS CAN NOT BE FIXED BY SEARS -- THERE ARE NO PARTS AVAILABLE! BUT SEARS WILL LIE ABOUT THAT IN ORDER TO GET YOU TO PAY THE DIAGNOSTIC FEE.
Venice09 on 08/04/2011:
Thanks for the update, Logan. I'm glad you got the fee back. Too bad you had to put up a fight.
LoganR on 08/05/2011:
Thank you Venice. Let me make it clear though, Chris and Frigidaire/Electrolux was very helpful, though my initial Frigidaire/Electrolux contact was not good.

The deal with Sears repair though was nightmarish. I think accepting these units from people and pretending they are going to repair them is criminal. They wasted a lot of my time and delayed me in my efforts to resolve the issue.
Venice09 on 08/05/2011:
Logan, I have my own Sears nightmare story, so I know what you mean. But it's good to know that Chris is actually helping people here. Thanks for keeping us posted. And thanks, Chris, for a job well done!
Ed on 06/28/2013:
Three years ago I had a two year old Frigidaire dehumidifier fail. As described here earlier all I received was a 60% credit toward another unit. With that I bought another Frigidaire. This unit has also lost its coolant. I sent an email to Frigidaire and, to my surprise, a response came the next day offering a full original price "buy back." I am mailing the original sales receipt and the SN sticker from the unit. We will see how it turns out.
Dave on 09/12/2013:
Yesterday our 50-pint Frigidaire unit simply quit working. Not a big surprise, as we'd purchased the unit in late May, 2009 and it runs almost every day. Repeated efforts to get it back on resulted in it kicking off the circuit breaker. I tried it in another room
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Does Anyone Stand Behind Their Work Any More?
Posted by on
This refrigerator was manufactured in February of 2008 (only used since purchase on 8/1/2208) and it has already stopped working. First, the freezer would frost over (supposed to be frost free) and that would cause the refrigerator temperature to rise. Second, the compressor quit working on February 21, 2011. When I called the customer service number and was routed around several times the first thing they want to know is "did you purchase the extended warranty?" It would be nice to see a company actually stand behind its work!

I guess that's what you get when products like this one were "made in Mexico".
     
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trmn8r on 02/26/2011:
Of course the first thing they wanted to know was if you have an extended warranty. Reason being the original warranty is expired. That is how warranties work.

Prior to purchase, you had the opportunity to verify the country of manufacture, and not buy if that was a factor.
leet60 on 02/26/2011:
Sorry to hear your refrigerator died. Frost free freezers work with three basic parts - A timer, a heating coil and a temperature sensor. Every 6 hours or so the timer should turn on the heating coil, once the temperature in the freezer reaches 32 degrees the temperature sensor should turn it off. It sounds as if one of these three parts initially failed, causing your compressor to work excessively, eventually failing.

ticia232 on 02/26/2011:
If your frost free freezer is frosting then something is blocking the airflow in the freezer. I know because the same thing almost happened to me, but I do have an extended warranty and when they fixed the problem they told me about the airflow.
I always keep at least 1/2 inch to an inch from the top of the freezer and if I see frost I move things around. I have had no more problems.
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Run Away Fast
Posted by on
HANCEVILLE, ALABAMA -- In February 2007 we bought a Frigidaire Side By Side Refrigerator model number FRS6LR5EM6. The end of September, the 27 or 28, it quit freezing/cooling. I called the service center and was told they could get someone to come out and fix this on Oct 3. That was almost a week later but I thought hey I'll get it fixed. They came out and diagnosed the problem as a compressor that was faulty. They see it a lot he said. It will take a week for the part to come in. I had bought a 4. something cubic foot refrigerator to tide us over. Thursday Oct 11 I called the service repair center to see if the part was in and when they could fix the refrigerator.

That part won't be in for 7-14 business days the receptionist informs me. I told her that was 3 weeks without a refrigerator and she said oh well. I called Electrolux and they said we can overnight the part. I said great. They said we will call you back, they never did. Friday Oct 12 I called back and was a little more forceful in my frustrations of not having a refrigerator that worked in the last 2 weeks. call the repair place and tell them to send us a fax stating that it is unrepairable due to the part being on back order and not available until Oct 31.

I called and the receptionist was very rude and told me that she hardly called Oct 17 as the end of the month. I told her what Electrolus told me and they faxed it. Tuesday I called Electrolux and asked if they received the fax and they said they did. I called back Oct 17 and asked about the status of this they told me it was denied because they could overnight the part to me and I would receive it Thursday. I didn't get the part yesterday and the repairman can't come out and fix it until Tuesday Oct 23 almost 1 month since I called to start with.

My husband wants to buy another refrigerator and take the 8 months old one and light it on fire at Electrolux Headquarters in Georgia. I guess I will call in a little bit and ask them what DHL did with my part because it did not come here. I think all the people who have been burned should get together in a class action suit against this company and clean them out so they can't screw other people over.

I will never buy anything from this manufacturer nor will anyone in my family.

Edit for update: The now is now supposed to be here today. I'm not holding by breath. I have also made a customer review at Lowe's and emailed the head of customer service department.

More: DHL called today and asked for a house number because all they hav is the street city sate and zip code. Now I can expect my compressor Monday, and magically their customer service centers are down this afternoon. finally after 2 hours of waiting to them to call me back(they never do), I called and got someone who was droning on and on about how sorry he was. If he was truly being sorry I couldn't tell it from his tone sounded top scripted for me to be believable. I guess I will see the shipping label for myself when/or if it gets here Monday. A whole freaking month without a working refrigerator. I almost think I should run an ad in the paper and sell it to cut my losses and buy a different brand. I just hate losing that much money.

I have filed a complaint with the BBB, the Attorney General of my state, posted bad reviews on websites, sent an email to the head of customer service and going out Monday is a certified letter going out to the Vice President of Customer Service department.

Edited for update 10/23: After waiting until 4 pm on Monday for DHL to bring the alleged part, we once again called Electrolux to ask how much longer must we wait to get this part. The repairman is supposed to be here Tuesday between 1-5 pm to install this part that I have been repeatedly assured is arriving on Thursday, Friday,Monday and now Tuesday. We were told they don't know what the problem is as DHL has it in Birmingham which is 60 miles away from our town.

The repairman is coming today and I haven't called to cancel the appointment, just in case the part magically appears before the appointment time. We have once again been assured that this part will arrive in the morning. I guess Electrolux will pay for this service call also. This afternoon I am going to buy a new refrigerator and file a suit against them in small claims court for the price of the old one.

I received an email from the head of the customer service department and he said while he was very sorry for the wait and bad customer service from them and the repair place there was basically nothing he could do. Evidently his title hold no power whatsoever except to gain him more money than the average Customer service representative.
     
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sunshyne0203 on 12/03/2007:
IF YOU EVER CLASS ACTION THEM OR HEAR ABOUT A LAWSUIT PLEASE LET ME KNOW. I AM IN THE SAME BOAT AND IT'S 20 DAYS TILL CHRISTMAS and HAVE NO FRIDGE. SUNSHYNE0203@YAHOO.COM Thanks, Kim
ilsamae on 12/04/2007:
I finally called enouh and filed a complaint with the Attorney General of my state and the BBB with their state and they gave me a replacement. It just so happened that Lowe's didn't have that refrigerator in stock so I got a Whirlpool this time and a year's warranty it too. I hope you get it straightened out.
jigsaw on 06/11/2008:
Let me know when youn find an attorney for the class action suit. I have an Electrolux dishwasher that has worked three times since May 19, 2008. They have sent the wrong part 2 times and in the infinite wisdom overnighted me a return part label instaed of the part! I'll never buy another Electrolux appliance either.
olddogbeentaught on 09/03/2008:
I want to know about that Class Action lawsuit if started also.
Michelle on 03/27/2014:
Thank you for this review! Your (horror) story of dealing with "customer service", and believe you me, I'm using that term loosely, is so crazy, it almost doesn't sound true. I can assure everybody out there, IT IS true! Nobody at Frigidaire is willing to do pretty much anything for you, no matter how high the corporate ladder you climb. When they tell you someone will call you back, that is a blatant lie. I'm now in week 2 of waiting for a new part for my 7-month old microwave from the repair company (I was told the part would arrive in 8 days). When I called and complained to Frigidaire about the wait time, their resolution was as follows: "Someone will get back to you within 48 business hours to tell you when the part will be shipped". Yeah, I already got that memo. That's actually worse news than what I got from the repair company! Side note: they never did call me back with that major announcement. I believe the part must be being shipped via donkey, as there is no other believable excuse to explain a 2 week shipping delay in the year 2014. After one of my many complaints, I was told about the HUGE favor they are going to do for me: the installation of the illusive part requires 2 men, and normally I would be responsible for paying for the labor of the second repairman, but they are willing to pay for that. That's the "favor" they are doing for me. They don't listen, don't care, and are obviously reading off a script. I don't know how they sleep at night.
Margie on 06/12/2014:
Same here, spent an hour talking to customer service only to realize it was a scam to get more money for a warranty. I'll be posting my story here shortly. However I plan on spending the rest of my life warning people about the poor quality and what awaste of money frigidaire products are.
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Frigidaire/junk
Posted by on
HIGH POINT, NORTH CAROLINA -- I have a washer and dryer that I purchased from Frigidaire last year. From day one I a have had issues with the dryer not completely drying my clothes. I have called, I have had someone come out and was told that nothing is wrong with the dryer. One night after drying the same
load of clothes six times, I have finally decided that no matter what they, this machine is a piece of garbage. Do you know how
high my electric bill has gone up since I purchased this equipment ? I would like someone to contact me and explain why I am having
these issues. You cannot possibly expect me to believe that it is normal for it to take six cycles to dry an average load of clothes.

I would also like to share with you the experience that I had with their Customer Service department over the last two days. On Tuesday 8/9, I called in to the toll free # and spoke with a young lady by the name of Shaniquia. I explained my situation to her and she trasferred me to someone by the name of Christina. Christina told me to have someone to come over and give me a diagnostic of my machine. She also gave me the names and number of two service agents to contact. I assumed that since this had been an ongoing problem that Frigidaire would pay for this. When I called the agent, I was at that time informed of how much a service call would be and that he would be expecting payment from me at the time of service. On Wednesday, I called your toll free number again and as luck would have it, Shaniquia picked up the phone. Obviously she did not remember me. After explaining the situation to her again, she explained to me that my appliance was no longer under warranty that your company was no longer responsible for service calls. I told her that I understood that, but I would like to speak with someone to express my displeasure in this situation. She then went on to tell me that there was no else that I could speak with. I asked was there a Consumer Affairs department. She said no. I asked was there a corporate office. She said no. I asked was there a supervisor. She said that would be her. I asked if I could speak with her supervisor.
She said that they were not available. I asked if she could put me thought to the person (Christina) who I spoke with on yesterday. She said that she did not know who that was as the number that she transferred me to was not in the same office. My question to her was: if she was able to transfer me to that number, why was she telling me that there was no one else that I could speak with? I told her that I found it extremely hard to believe that a company of this stature would not have anyone else that I could speak to other that on the Customer Service level. This is the same company that in its greating says "welcome to Frigidaire, the world's largest supplier of home aoppliances". I thanked her for her time and we ended the call. I immediately called back and spoke with Kelly who was of all things A SUPERVISOR that Shaniquia told me did not exist!! I explained to Kelly that I really did not feel like going through this entire explanantin again. That I only wanted another contact number or address that I could call and speak with someone about this situation. Before Ms. Jones put herself in a position to discredit herself like Ms. Shaniquia did, I told her that if she was unable to supply this information to please tell me and I would get it off of the internet or through the Better Business Bureau. She gave me the following address:
Electrlux Major Applainces
Customer Care Center
PO Box 212378
Agusta, Georgia 30917


If this is not the correct address, I will soon find out because as soon as I send this letter, I will start researching your coimpany information.


I havehad this appliance for over a year...and true- my warranty has expired. However, I have had two service agents come out and tell me that there is nothing wrong with the appliance. I have contacted the technical department numerous times and have been given troubleshooting tips in order to make sure that my settings were correct. None of these things have been helpful. I have received several extended warranty offers through the mail, and if I were satidfied with this product, maybe I would have taken advantage of those offers. But why would I purchase an extended warranty when I can't even get my appliance fixed through the original warranty? This appliance has NEVER worked properly. I don't know if Technical Support has a record of my calls, but the two service visits are recorded. I have resorted to finally taking my clothes to the laundrymat to dry. Now guess what?? The washer no longer works. I am so disappointed in thiscompany and their customer service department. And Shaniquia should go back and be retrained on Customer Service procedures.

     
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cubmom04 on 11/22/2005:
I have had the same kind of trouble with Frigidaire's "customer service" department. I recommend going to this website: http://www.repairclinic.com/
They have an 800 number to help you troubleshoot the problem with the appliance, and you can purchase the repair manuals and fix the problem yourself by purchasing replacement parts through their site (a far cheaper option than hiring repairmen). I wish I knew about this company 4 years ago, before I started sinking a lot of money into washing machine repairs.

As for Frigidaire, they flat out do not care about their customers. I will never purchase another Frigidaire product, and I make sure I tell every person I know how awful their products are and to avoid them at all costs.
LindseyGrace on 12/21/2005:
I have a Frigidaire dishwasher that I have had problems with since day one also. It does not clean and the top rack continually falls off the track. But the worse part of the whole situation is the so called customer service department. I could go on and on here (and I think I will post my own situation also) but I just had to tell you that you are not the only one. The amount of time that you get put on hold is ridiculous. Then when you get to talk to someone, all they do is take notes and tell you they can't do anthing. They can't transfer you. They told me the refund department does not take calls. Give me a break! Then here we all are with appliances that we've paid good money for that have never worked and we're stuck with them. Not to mention having to deal with people that really don't care if you are satisfied with their product. The kicker is when they ask you at the end of your conversation, "Is there anything else I can help you with today?" Give me a break. I've turned my issue over to the BBB but I found out that several locations are not memebers of the BBB and the two locations I checked out had unsatisfactory ratings due to unresolved issues. I'm wondering if the only way to get through to these companies is to ask someone in television to get involved.
Rob8731 on 05/07/2006:
I had the same problem with Customer Service. They are located in New Delhi, INDIA, and work off of a script. There is no way for the agents to make any decisions if your complaint doesn't fit the script. I answered the "on line" survey after speaking (yelling) with customer service and I did get a call from Mr. Carl Fabian in Augusta GA. He promised me reimbursement for my replacement parts. Haven't rec'd anything yet, but I'm still pessimistically awaiting my refund. I still won't purchase another Frigidaire EVER! I'm smart enough to know when I've learned my lesson. WHAT A SHAME!!!Frigidaire used to be a top notch company.
JetsChris on 02/04/2011:
I feel your pain! Frigidaire/Electrolux is a TERRIBLE company! I have had similar problems and will never again buy one of their products! I am going to attempt to get the word out on the internet to others to NOT invest their hard earned money into Electrolux/Frigidaire products!
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Crappy Products Sold at Top Dollar Fall Apart
Posted by on
Rating: 1/51
LEXINGTON, KENTUCKY -- As a individual living on disability, I was thrilled to purchase my first home 4 yrs. ago. I replaced my Maytag frig with an Energy efficient Frigidaire model. Thought it was the "environmentally right thing to do". Shortly there after piece by plastic piece began breaking. Food freezing in frig part, even on low temp. then water constantly in bottom of the unit floor. Darn me for being stupid. Then last year American Home Warranty Co. replaced my Maytag stackable laundry center with a "top of line 1,299.00 unit. That was August 24ish of 2013. And guess what.... bracket holding barring up broke and whole dryer unit sounded like I had had a bowling ball in it. I was ... ever sent or offered an extended warranty from Frigidaire. Now I know why. Just got quoted 214.49 for one year extra coverage from Sears that only covers up to 500.00 and I still have to pay call fee. WHAT the heck!!! After reading some of these posts about same brand name problems, I am furious! Feel taken advantage of for believing in the two companies that produce these items... in Mexico! Anyone have suggestions for me?
     
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Worst Fridge I Have Ever Owned
Posted by on
Rating: 1/51
SALT LAKE CITY, UTAH -- 13 months after I purchased Frigidaire Gallery fridge the main circuit board went out and since it was over a year old I ended up paying 150.00 for part of service to have circuit board replaced. Now only 3 years old and a plastic fan in the back of fridge makes a horrible noise every time the fridge turns on. Never again will I buy another Frigidaire product. Also every time ice is made in ice maker one of the cubes sticks and won't pop out so fridge makes a clicking noise and I have to go in and pry out cube so the cycle will start over. So sorry I ever bought it!!!
     
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Poorly Made Appliances and Terrible Customer Service!
Posted by on
Rating: 1/51
MONUMENT, COLORADO -- I bought 4 beautiful Frigidaire appliances to compliment my newly remodeled kitchen in 2010. Within the first year, the ice maker in the fridge quit working and the oven had to be serviced (apparently using the self clean overheats the machine causing it to malfunction). Since then, the motor has gone out on the dishwasher and the ice maker has been repaired 3 more times, and, once again, is not working. When I bought my appliances from this well known company with a history of quality products, I never dreamed that they would last less than 4 years. The disappointment from these expensive appliances becomes even more frustrating because the customer service clearly doesn't care about its customers. I will NEVER own another Frigidaire or Electrolux product... ever.
     
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Freezer Stopped Freezing/ getting cold...
Posted by on
Rating: 2/51
WICHITA, KANSAS -- I have owned my Model# lfuh17f2nwo freezer for 21 months and it slowly started not keeping food cold/frozen. So I called the help line and asked the nice lady for some advise on what maybe wrong?? She asked me to do a Hard reset and I did and it did not help, over about a months time it just worst and worst. Now it does not keep anything close to cold.
The nice lady on the phone asked if I had the Extended warranty and I said I did not buy one as it was a freezer and the ones I have had in the past worked without issues.
Well she was nice and gave me the parts paid for but the labor was mine to pay. Well FYI, depending on what it maybe, $70.00 just to look at it and then it is $120.00 per hour to fix it. So if it takes 1 hour to fix, just in labor I am at 1/3 the price I paid for the freezer. Does anyone make a appliance anymore that stands the test of time anymore?? Sorry to say, once all things moved to Mexico to be built, quality went to south with it...
     
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Frigidaire Refrigerator
Posted by on
Rating: 1/51
We purchased a Frigidaire, refrigerator in 11- 2009. Recently the freezer temp does not fall below 25 degrees.This happened days before Christmas and we lost hundred of dollars in meats, frozen foods etc.As a consumer I am very dissatisfied and frustrated. The fridge is 4 years old, my last one lasted over 25 years. We paid $600 for the fridge, its junk, the compressor failed. I had gotten 2 quotes from qualified techs.I am spreading the word to consumer products and all my fellow employees, friends, family, etc not to purchase Frigidaire products. I may even set up a blog and network everyone.We are so fed up and frustrated and now we are forced to purchase another fridge and certainly not Frigidaire on one paycheck, my wife is laid off.
     
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Chris Polk on 01/03/2014:
Good Morning THADEOUSMCKOY,

Thank you for bringing your concern to our attention. At Frigidaire, we value our customers and assure you this is not typical of the quality that we strive to achieve.


I would like to research your appliance and account to determine if there is any more I can due to assist you. Please send your full name, date of purchase, model/serial number, and complete contact information (and preferred method of contact) to SocialCare@Frigidaire.com.


Thank you in advance for your patience and willingness to provide us with this necessary information.


Best regards,


Chris Polk
Online Outreach Representative
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Design Flaw Repairs Cost More Than Original Purchase Price
Posted by on
Rating: 1/51
ATLANTA, GEORGIA -- In 2008, I purchased a brand new Frigidaire Side by side refrigerator model # FRS3R4EW4. Since then I have had to hire a repair technician 3 times at the cost of $249.00 each time. I have had to throw out hundreds of dollars worth of spoiled food, mop up water and try to restore damages to my hardwood floors. For what I've lost, I could have purchased another new refrigerator.

There is a design flaw with part # AP3837323. This is the start-run relay, aka "compressor kick starter". Looking at several websites, you will see that this is the first complaint about this refrigerator series. Please don't waste your time trying to call the customer service 800 number. What a joke! They only try to sell you something and record your phone number to sell to telemarketer lists. They also don't speak English and know nothing about appliances or repair issues. Also, be prepared to wait on the phone a long, long time as you hear, "Your call is important to us" repeated many times. This product is sold under several popular appliance names such as, Whirlpool, Kenmore, and a few more.

Also before you buy a frig, make sure it's manufactured in the USA. These are mass produced in Mexico. If you buy one, be prepared to listen to a huge array of vibrating, rattling and obnoxious sounds coming from the back of the frig. Also it would be prudent to buy at least 3 $60.00 relay parts as you will soon need to replace them. PLEASE DON"T BUY THIS PRODUCT!
     
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