Electrolux Major Appliance Ice Maker Defective Augusta Nationwide

Purchased the Electrolux French Door Refrigerator Model # EI28BS56IB5 January 22,2011.  On August 29, 2011 the ice maker stops working. Ice maker was repaired under warranty.  I was concerned about the short lifespan of the the icemaker and asked Electrolux representative if a replacement refrigerator was possible.  They said the unit would need to be considered unrepairable by a technician which it was not.  Control board was updated to 8.1 version, shut off arm and ice maker motor were replaced as called for by the manufaturer due to common problems with the unit. Technician stated that there have been many issues with this particular ice maker.  Was told by Electrolux that this would be considered an original problem under warranty if this did not work.

2/2/2013 Ice maker is once again not making ice.  Was told by Electrolux rep to defrost the ice maker which did not work.  Was told that technician would need to replace the freezer door tilting track which was a common problem with this unit.  Electrolux extends parts and labor warranty by 3 months.

2/12/2013 After no response, I called Electrolux who said the part was on order.

2/14/2013 New rack is put and ice maker does not work.  Technician does not troubleshoot the ice maker because he was not authorized to do so.  I called Electrolux to ask why there was no troubleshooting done.  Electrolux representative told me that "Other customers have been having the same problem." I asked what they were doing to fix the problem.  No response.  Representative stated that service could not be completed because the unit was out of warranty. I reminded him that this was a recurring problem that began when the unit was under warranty. Representative said that I would be called by a technician to set up a time to troubleshoot.  During the after call survey I was asked if I would like to be called by a supervisor but was not. (90 minute phone call)

2/18/2013 I called Electrolux to tell them that I have not recieved a call from the technician about service.  I was told that Electrolux never sent notice to the technician.

2/20/2013 I called the technician directly.  They said they still had not recieved request from Electrolux.  I called Electrolux who called the technician and said thy would call me. 

2/22/2013 Still no call from technician or Electrolux.  I called Electrolux who said that the tech is not calling and asked if I wanted to try another technician.  Electrolux called another technician.

2/25/2013 Technician came to diagnose problem.  Told me to turn ice maker off for 24 hrs and try again. (23 days without ice maker.)

2/26/2013 Ice maker still not making ice.  (Harvester appears to be stuck in place). Electrolux technician says to apply dilectric grease and will have to send technician back. I asked why the technician couldn't apply the grease when he was here already.  No response I asked to speak to a supervisor and was put on hold.  I spoke with Lannis (706-651-7111 x7626) who offered me a 60% rebate towards a purchase of a new Electrolux refrigerator.  I told him that I did not feel comfortable with the brand based on my experience. Was given another 3 month warranty extension. 

2/28/2013 A third technician came to diagnose the ice maker.  He said he would order the parts and replace.  Also commented on the frequency of poor operation of these ice makers. He said they were a poor design. 

3/6/2013 I got a call from the 2nd technician who said they were coming to diagnose the refrigerator.  I told him that another company is already taking care of it. 

3/7 Technician came and put in 2nd new control board (version 8.5).  Ice maker is working after over 4 weeks.

3/8 I called supervisor Lannis again and asked for addition 1 year extension of the parts and labor warranty.  He agreed after much deliberation.

7/19/2013 Refrigerator liner is cracking near the refrigerator light and one of the door light switches does not work.

9/24/2013 Technician put a piece of white tape on the crack.  He said that the door was probably left open too long which damaged the liner.  I asked how that could happen when the light switch was broken. 

10/2/2013 I called Electrolux to note my displeasure with using a piece of tape to repair a cracked liner.  Representative said that the technician was supposed use an epoxy to fix the crack.  I asked why he didn't do this the first time. No response. 

10/24/2013 Tape repair is peeling off.  Called technician.

12/31/2013 No response to the poor tape job. I called Electrolux who said they have contacted 8 different technicians and none of them would service.  Request was escalated and I was told I would be called in 24-48 hrs by a technician. 

2/4/2014 No response from technician or Electrolux. I call to report the ice maker not working again.  Electrolux claims that they did not call back because I was out of warranty. I reminded them that I had a letter stating that my warranty extension was good until March 2014. I was transfered to a manger (Matt 716-651-7111 x7433) who authorized service. 

2/11/2014 Technician came and said that the tape job was "acceptable" and by that time the ice maker started to work again. 

2/28/2014  I called Matt again to express my dissatisfaction again with the liner repair and my concerns aout the ice maker.  He offer a 30% rebate off a new Electrolux refrigerator and said there is "Nothing more we can do to assist you."  I asked for another warranty extension.  He denied.

5/28/2015 Ice maker is not making ice and is making a clicking sound.  I turned ice maker off for 24 hrs and tried again and no ice.  It appears as if the harvester is getting stuck again (as was the original issue). 

6/3/2015 I call Electrolux and ask for repair based on the fact that this issue first appeared while under the original warranty.  They offered to sell me an extended warranty which I declined because, agian, this issue first appeared while under warranty.  I conteded that this ice maker should have been deemed unrepairable due to the fact that it had been service or replaced several times.  The representaitve put me on hold without asking and without playing the music that you usually hear while waiting.  I spoke into the phone and said that I was not ready to hang up and would like to speak to a supervisor.  After more than 10 minutes the representative came back on and said she put me on a silent hold.  I told here that I believe that she was wanting me to hang up because she could not hang up on me.  She put me through to a supervisor who offered me a 20% rebate off a new Electrolux refrigerator or 50% off parts.  I declined because I felt that this was an issue that began while under warranty and the documentation of this being a defective product. 

6/25/2015 I called Electrolux to ask for a refund for the refrigerator and they declined.  I told them I would be filing a complaint with the State Division of Consumer Affairs and they said fine.  After the call I filed the complaint and will be looking towards a lawsuit.

Conclusion: This model ice maker is known to be troublesome or defective.  This is evident by the part and software upgrades that kee appearing for this model.  I feel that repairing the ice maker again would only be a waste of time and money.  Bottom line is that I have a very expensive piece of equipment that can't make an ice cube.