Report: #901129

Complaint Review: Electrolux Warranty Corporation

  • Submitted: Thu, June 21, 2012
  • Updated: Thu, June 21, 2012
  • Reported By: AYork — jasper Alabama United States of America
  • Electrolux Warranty Corporation
    10200 david taylor dr
    charlotte, North Carolina
    United States of America

Electrolux Warranty Corporation Run around, One department doesn't know what the other is doing. charlotte, North Carolina

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This is the 2nd refrigerator - they have already had to replace the 1st one within a few months for the exact same problem. Per their authorized repairman "It's a bad design issue, the ice maker cannot be replaced, can only "TRY" several things to fix issue."  So my complaint is only for the issues we have had on my 88 year old grandmothers refrigerator this year 2012:

2-22-12- After 3 days of unplugged empty frig the repairman finally returned with a new EE value to put in and see if he could get the ice maker working again. It worked until June 13, 2012 so work lasted nearly 4 months.

6-13-12  10am
    Called Electrolux warranty corp at 866-386-5286.  Got a rep named Michael at extension 7333.

Told him the issue we were having with refrigerator (no ice being made and water was running out the dispenser all on its own.  He then tells me that the warranty has the original refrigerator (purchase date 9-22-10),  serial number on it (same issue and was replaced on 4-22-11) . So the correct serial number is 4A03605327.

I explained to Michael that the frig had same issue and was just repaired by Georges Appliance on 2-22-12 and 5-25-12 for the exact same issue. I also told him we would NOT unplug and let all the ice that froze the ice maker up melt and George then make another trip out to work on it like we did last time.

Michael then said he would be sending a work order to Georges Appliance so he could come out and see if it could be repaired. He stated that if Georges could not repair on the spot he wanted George to call him so they could take it to next level. The authorization number was ESAF008116817 .
    I then called Georges appliance and spoke with Chelse AT 205- 387-8623 WHO said not received work order yet but would have tech call me when they did.
    201pm michael called to say he had sent work order and I should be receiving call soon.
    611pm george from George's appl called said he would be out Monday and he would call before he goes.

6-18-12 241pm
    George called said the same problem as before the EE valve. George said its staying in the on mode which is due to it allowing excess moisture to build up and makes the ice maker freeze up. He said he called in technical support and they want him to unplug let it all drain out of ice maker then put extra thick grease to keep moisture from getting into it. I asked if he called Electrolux and he said he couldn't reach Michael. He agreed that the ice maker being built in, inside the refrigerator  was a bad design, which means a new ice maker cannot be installed the refrigerator has to be completely replaced to get a new ice maker.  
    I told him I would call him back, I hung up at at 243pm called and reached Michael who said he would call George at 205 275 7441 and call me back.

    245pm Michael called and said he got voice mail, so I used my cell and called George, he picked up and said he had received no call. I tell Michael what George said,  Michael put me on hold and called George, 5 minutes later he comes back on line to say George told him it was the same issue and what Frigidaire tech support had told him to try.

    I again told Michael at this point I want a different type of refrigerator- do not want to go without frig for days just so George can TRY to fix again and end up going through same ordeal in a few months.

Michael said he would call me right back.

    320pm   michael called me back to say his supervisor said for it to be under the Lemon Clause of the the warranty there had to be 3 service calls for the same issue within the 12 months of the contract. The contract stated on 9-11-11 and so far was serviced on 2-22-12 and 5-25-12 and today 6-18-12 but that todays visit was not in as work completed so they could not count it yet.  He said he was now going to escalate work order directly to Frigidaire to have the company send out a technician to confirm the diagnosis- )if they say the same issue then can go to the next step of replace the refrigerator. He said if they do not call me on 6-19-12 to call him back,

6-20-12 10am

    I called Michael to let him know I still had not received a call from Frigidaire , he said give them one more day to pick up the order he had put into the system.

6-21-12 425pm

    I received a phone call from George of Georges Appliance, he stated he had just received a call from Frigidaire giving him a work order to go out and check on a refrigerator - and when they gave him the name and address, he advised them he had already went out and what his findings were.  

    He stated they had no idea that the refrigerator had already been looked at by him or anyone. They had no information of previous work orders or that this was an escalation.  

430pm    I told George that I would call Michael and that as soon as I got to the bottom I would call George back. I tried to reach Michael but Electrolux was closed

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