Frigidaire Complaint - Run Away Fast - Electrolux/Service Providers
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 truely 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 lable 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.