Frigidaire Complaint - Do NOT buy from the Frigidaire/Electrolux company!
HAWTHORNE, NEW JERSEY -- My husband and I recently bought 6 Frigidaire appliances, including a front loading Washer and Dryer. We were going through a home renovation, and were not able to install our washer and dryer until over a month after delivery. We finally got them hooked up only to find that the washing machine did not spin, and would randomly turn off in the middle of the cycle. Because we had owned the machine for so long, we had to go through the whole warranty process of having it looked at multiple times, with the service technician trying different parts, and waiting for days in between each visit for the service parts to be ordered. Because this seemed to be a problem with the electrical components, I had never had much hope in the service many being able to fix it from the start.
We had a horrible experience with the Frigidaire/Electrolux customer service. Because the machine had never worked, we requested that the 1 year warranty begin when the unit was actually working. They said that this was impossible because the warranty was connected with the serial number and there was nothing that they could do. We asked them if they had an extended warranty, and they said that they did, but laughed at me and told me that NO ONE gets an extended warranty for free. After buying 6 appliances I thought that getting a 1 year warranty from the time that the appliances are actually working was a perfectly reasonable request. However, I was laughed at, and even accused of abusing their "customer services."
After our service technician finally deemed our unit "unrepairable" he told us that he would put in for us to get the unit replaced. We received a call about a week later from their company, telling us that they had more parts. Apparently, even though Frigidaire's own warranty serviceman said that it was unrepairable, they continued to waste our time by sending parts to the service company that they would then need to install. I called Frigidaire to tell them to stop this, that they unit NEVER worked, that they were wasting my time with something that was obliviously a lemon, and got nowhere. Apparently their customer service doesn't communicate with their tech department. After demanding to speak with their tech department myself, and being put on hold multiple times, I had to hang up and and actually do my job. The service technician came back to try the parts to no avail, and called Frigidaire from our own home, for them only to say that there was nothing they could do.
Fortunately for us, the store that we bought the units from had good customer service, and were somehow able to work their magic with the company. We will supposedly have our new washing machine on Monday, which we will have hooked up right away, and will make sure is working before the delivery people leave!
If it wasn't for the support of the A. J. Madison store, I honestly think we would have just had to eat our $750, put the unit out on the curb, and buy a different brand from somewhere else. The customer service department, which is definitely NOT located in the U. S.A., will keep reading you the same script about everything that they can't do for you. You can only get up one notch on the food chain before they claim that there is no one else who takes calls from customers, and they drop your calls when you ask to be transferred to their customer service survey. What a frustrating experience to be treated like the bad guy, when all we did was give them a ton of money for an appliance that was simply a lemon. We never got an apology, never an "I'm sorry for your inconvenience," they were on the defensive from the very start. Absolutely HORRIBLE!! DO NOT BUY!!!
Company Response on 12/03/2008:
I am contacting you on behalf of Electrolux Major Appliances in relation to your posting on www.my3cents.com. I would like to apologize for the difficulty you have had with your appliance. I would appreciate the opportunity to discuss this issue with you so that I can personally look into this matter. In order to do so, please send me your contact information, and the best time to contact you. I would also need your model and serial number and a file number if available, so that I can research this matter. Again I regret your disappointment with your appliance and look forward to resolving this issue with you.
Electrolux Major Appliances
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