Electrolux - Excellent Customer Service, They Actually Helped Me!
Electrolux French Door Refrigerator - Compliment
The ice maker in my two year old out of warranty Electrolux refrigerator ($3300) quit working. I have read the horrible reviews about Electrolux on this site but didn't have any problems up until now. I called several appliance repair services to get it fixed. As soon as I said Electrolux they wouldn't touch it. I was told that they (and Samsung) are too complex and the parts are over priced and difficult to get.
Fast forward. Checked Angie's List. Contacted the number one rated appliance repair shop in my area. They fix Electrolux and Samsung. In one hour they were at my door for service. They determined that the ice maker needed 5 different parts that they would have to FedEx over night. The total repair with labor came to a whopping $900 dollars!! I was able to negotiate the price down to $650. This is still expensive but they guaranteed it would be fixed the next day. Keep in mind that other appliance shops wouldn't touch it. I reluctantly agreed to the price. True to their word they had all the parts and fixed it the next day.
I contacted Electrolux customer service with a complaint. Chris. Polk@Electrolux.com. My argument was that a high end $3300 refrigerator's ice maker should not fail after only two years. Chris was very receptive to my complaint. I sent him the appliance repair bill and other info that he requested. Now out of warranty he agreed to reimburse me $275. Electrolux paid the full $190 labor charge plus their cost of parts totaling $85.00. This is more than I expected and I was treated fairly. The check arrived today.
Are you reading this SearsCare? You respond to customer complaints only doing damage control with no follow up. This is customer service done right.