Re: Refrigerator Model #EW23BC85KSFA. We purchased this unit Oct.
2016. March 2017 the upper icemaker froze up and was replaced under warranty. Nov. 2017 the same occurred again.
Electrolux authorized one final repair, given the history. During that repair the coolant line broke, the fridge was deemed not repairable and was completely inoperable. Service rep gave us a small loaner and assured us Electrolux would be in contact within 24 to 48 hours. That was Nov.
6 2017. After NUMEROUS calls we were told Electrolux was ‘happy’ to offer a 70% rebate on a new fridge. We refused. They conceded that they would replace the fridge, no cost.
We asked for a different (less expensive) replacement model without the upper icemaker but were told we had no option but to accept the same model. We again refused. On Nov. 21 we received an email confirming they would buy back the fridge at full cost, minus taxes and installation provided we sent the original serial tag and original sales receipt by registered mail within 30 days.
We sent the required documents by registered mail Nov. 22. Post office tracking confirmed receipt Nov. 27.
We waited patiently until Jan. 3 2018 for a cheque, then phoned to find out the status. Electrolux denied they had received the envelope and said we ‘had no proof’ that we had sent it. We provided them the postal tracking number but they continued to state that they hadn’t received it and we had no proof.
We contacted Canada Post who confirmed receipt by an Electrolux representative. Electrolux then agreed to accept an emailed photocopy of the documents we had originally sent. This was emailed the same date, Jan. 3 2018.
Upon receipt of our email, we were advised it would take “3 to 4 weeks to process a cheque”. When we called today, Jan. 25, they advised that 2 cheques (each for half the purchase price) were “processed yesterday” and “would take 3 to 4 weeks to deliver”. When asked why it would take 7 to 8 weeks from the time the cheque was promised, we were told they ‘had no further information’ and they would have to terminate the call.
Throughout this frustrating process, we have repeatedly requested to speak with a manager and have been told every time they are unable to transfer a call to a manager and that ‘the manager is in a meeting’. I have NEVER written a negative review about a product in my 69 years, and apologize for this lengthy tirade. However, I am hopeful that any potential Electrolux customer will read this and recognize that this company does not stand behind their products until pushed to the limit. We became aware, after this problem arose, that there had been a class action lawsuit in the States involving this same model.
We are at a loss to understand why the company would not cut their losses and deal with the problem by treating their customers fairly. WE WOULD NEVER BUY ANOTHER ELECTROLUX PRODUCT AND WOULD ADVISE POTENTIAL CUSTOMERS TO DO MORE RESEARCH THAN WE DID BEFORE CONSIDERING THE PURCHASE OF ANY ELECTROLUX APPLIANCE.
Product or Service Mentioned: Electrolux Ew23Bc85Ksfa Refrigerator.
Reason of review: Poor customer service.
Monetary Loss: $3398.
Preferred solution: EXPEDITED FULL REFUND AS PROMISED.
I liked: Initial communication with mr cornell mannings was professional.