Frigidaire/Electrolux Complaint - Frigidaire/Electrolux Doesn't Care About Their Customers
CALIFORNIA -- Our story goes: Started June 18, 2005 - when a repairman came to check why refrigerator isn't working. He told us that it was "sweating back to the compressor" and that it is a "sealed system problem". That someone from Frigidaire will call us to tell us what is going to happen next. We lost all our food for a Father's Day gathering and continue to lose money over this whole HORRIFIC incident.
June 20 (Monday) - No calls all day. We had to call Frigidaire and see what the situation is. No help whatsoever. We had to go to Kinkos to fax the repair order so that they have TWO copies (one from us, one from the repair company) to assure that the refrigerator is un-repairable and needs replacement. We wait...
June 21 (Tuesday) - Called Frigidaire. They said it was going to take 72 hours for a "review" to see if/when it will get replaced. AGAIN, WE ARE PATIENT...AND WAIT...72 HOURS.
June 24 (Friday) - So here we are, 72 hours later. Called Frigidaire, still no answer. They told us that it is STILL in the review process. What the heck were they doing the last 72 hours? Hmmm...makes you wonder...if they care, doesn't it? They said to call back by the end of the day for an answer. So that they can contact the place where we bought the fridge from for replacement. Called them before they closed...STILL NO ANSWER. And of course they don't work weekends...So still no fridge...continue to eat out everyday...we wait again for Monday.
June 27 (Monday) - Called Frigidaire...what a surprise...STILL NO ANSWER. This is 72 hours plus one day. Still no answer from the "Review Department"...which I'm trying to think is a department with a bunch of round filing cabinets. Their reasoning this time is that the department is very busy and shorthanded. I wonder why?...maybe because your appliances are unreliable and need to get replaced not even a year after it's purchase?!! Again...we wait.
June 28 (Tuesday) - Called Frigidaire...well, you might as well read what was on my story above, on June 27th. Cause that's pretty much the same story. Except, apparently a supervisor was going to "expedite" the process and give the file to the review department who is still reviewing the case. I think they have one person working there and only one person...who is in a 6x6 room with a stool and files and files of complaints and cases. They said they would call me back by the end of the day. Of course they did..NOT!
June 29 (Wednesday) - So here we are...144 hours (business hours that is) has past...not counting last weekend of course. Eating out, wasting money. But Frigidaire doesn't care...it's not them who has to eat out and it's not them who's money is wasted. Why should they care. Still no answer. Same story. Still no refrigerator. Talked to another supervisor...same story. I might as well call myself and tell myself the same story tomorrow. At least I'll be talking to someone who cares...ME. Will keep you all updated.
June 29 (quick update) - Still no answer. They apparently said that they have an approval and will send the "letter" this afternoon to the place where I bought my appliance. I called them...still not there. Will again call tomorrow.
June 30 (Thursday) - Persistence is the key. You HAVE TO be persistent and keep calling these people at Frigidaire. Even if you get the same answer...keep calling. Almost to the point of annoyance, feel me? Anyway. My dealer called (where I got the fridge). Told me that everything was good to to and to go over to their store and pick one out. I went, I did, and still had to have another bargaining conversation with them because apparently the side by side/stainless steel models wetn up in price. Is that my problem?? What the hell is that supposed to mean to me? Well, that means that I have to pay the difference. Oh, helllll no. :) There is NO WAY that I was paying anything. Long story short...they just gave me the same model as an even swap. Delivery for free (as you would expect). My representative at the Appliance Dealership was AWESOME! She did everything she could to get things DONE. Which is more than what I can say about FRIGIDAIRE OR ELECTROLUX! Let's hope this doesn't happen to anyone else. Especially...let's hope this new one last us more than 9 months!
If you need contact information on Frigidaire, good luck in trying to find a helpful person that will give you answers. But here's what we've found as far as regular mailing addresses and contact people:
Keith McLaughlin, President
Robert E. Cook, CEO
250 Bobby Jones Expressway
Martinez, GA 30907
or: (I'm sure you all have the PO Box, but here it is anyway):
Electrolux Home Products
PO Box 212378
Augusta, GA 30917