Myra Washington’s Electrolux refrigerator does not work.
In fact, it never worked. Why doesn’t the company fix it for them?
Q: I bought an Electrolux side-by-side refrigerator from Home Depot last month. Home Depot delivered it about two weeks later. It hasn’t worked since. I tried running the refrigerator for a week and then called Home Depot after it was clear that nothing could be done to make it work properly.
The repairman was absent during my first appointment. Electrolux reprogrammed. A technician determined that there were at least four things that were not working and that he should order parts and return them the following week. The repairman advised me to return the refrigerator to Home Depot as that would be a better result than waiting for it to be repaired.
Home Depot refused to take it back and said it was Electrolux’s problem.
Electrolux refused to let me replace it without first attempting to repair it. So, a week later, another technician came out. He said the documents sent to him were fake. He promised to have the good part overnight, a promise he broke.
Next week we will be at the mark of the month without a working refrigerator. Aside from the cost of spoiled food and a constant stream of take out, I’m not sure you can imagine how hard it is to try and run a household for weeks on end with coolers and bags. of ice. It’s impossible.
If there is a way to get this fridge back and refund the amount I paid so I can order a new working fridge that would be wonderful. I have no confidence that this repairman can indeed fix the issues. – Myra Washington, Bountiful, Utah
A: Do I even need to say this? Home Depot should have delivered a working refrigerator and Electrolux should have fixed your unit quickly. There, I said it.
You have a few things going on here. First, Home Depot turned to Electrolux for the repair. And second, Electrolux’s policy is to attempt repair before replacement. These rules make perfect sense, except when they are not.
Interestingly, when I tried to look at Home Depot’s repair policy, the site directed me to a page where they tried to sell me a protection plan for my device. I checked your purchase, and it looks like you didn’t have any of his plans. It didn’t matter. Home Depot and the manufacturer should have supported the purchase.
I have reviewed the paper trail between you, Home Depot and Electrolux. It’s a tortured back and forth between an increasingly desperate device owner and uncompromising customer service. Honestly, businesses should be embarrassed by their behavior.
I find it hard to believe that neither The Home Depot nor Electrolux could help you. But if you ever run into this problem again, you can find Home Depot’s executive contacts and Electrolux’s executive contacts on my consumer advocacy site, Elliott.org.
I contacted Electrolux on your behalf. He agreed to replace the refrigerator, and he assured you that your experience was “an anomaly”.
Christopher Elliott is the Advocacy Officer for Elliott Advocacy. Email him at [email protected] or get help with any consumer issues by contacting him at http://www.elliott.org/help