My wife and I purchased a washer/dryer combination set on October 31 and was delivered on November 15 of which I registered online on November 17. We have not had any problems with the washer or dryer until the morning of November 6. That morning my wife was doing a load of laundry and heard a terrible noise coming from the washer (mind you this washer has only been used less than 4 years) and immediately stopped it.
The following is what I told them on the phone, by written letter and by email:
Product: Washer FL
Model #: GLTF1670AS0
Here's the situation: I checked the warranty papers and noticed that it states:
Full one year warranty: Labor and replacement parts which prove to be defective in materials or workmanship. Any warranty service must be provided by Frigidaire or an authorized Frigidaire service company.
Limited 2nd-25th year warranty: Replacement part for an inner wash basket that breaks due to a defect in materials or workmanship. (Excludes Alaska)
(PLEASE NOTE: under the limited warranty there is nothing stating that the service has to be done by Frigidaire or an authorized Frigidaire service company!).
Taking this interpretation as it is written and my being a mechanic for well over 30 years I decided to investigate the problem myself rather than paying a service technician a considerable amount (which I would have to pay for according to your limited warranty).
Once I had removed the wash tub and opened it to remove the inner basket the problem was quite clear: The spider plate attached to the stainless basket has corroded to the point it was full of holes and extremely brittle and therefore cracked at all 3 legs near the center where the drive shaft is attached.
I then waited till 9:00am to contact their parts department to see what I could do about acquiring a replacement part that was still under the limited warranty, they in turn directed me to customer service only to be told that: I would have to call a authorized Frigidaire service technician come out to actually do the work and confirm that this was the problem, I explained that it was not written anywhere that an authorized Frigidaire service technician was required according to the warranty as it is written and that I have already disassembled the unit and have the failed part in front of me, that you can plainly see it had in fact failed due to the materials used.
She told me that there was nothing she could do, that I would still have to have an authorized Frigidaire service technician confirm the failed part and that he would have to be the one to actually order the part.
Now I don't know about you but it looks to me that:
1) The way the warranty is written it is grossly misleading to say the least.
2) The materials used were inadequate; I have contacted 3 or 4 metallurgists that all tell me: Aluminum 100% definitely corrodes *faster* against stainless steel and the two metals should never touch especially if immersed in water much less water with soap, bleach etc. Due to the fact aluminum is anodic to stainless steel so the aluminum will corrode preferentially.
3) If I can find information that tells me not to use certain materials etc. Then it appears that your design dept. Is not very competent or this was done intentionally to have the part fail prematurely of which I hope is not the case!
The only thing I was asking and still am at the time of writing this letter is for your company to honor the warranty as it is written to send me a replacement inner basket to replace the failed one.
I told customer service that it was registered of which they confirmed at the time of the call and I should be able to have the part sent to me so that I can make the repairs myself, that there is no reason to have to spend money foolishly by having a authorized Frigidaire service technician do what I can do myself.
I spent over $600.00 for this washer and now you want me to spend money to have confirmed what I can see for myself, the part is under limited warranty so you should be sending me the first one FREE and after that it should be up to me to have to purchase the next one if needed.
Again she replied, there is nothing I can do sir, you will have to call a authorized Frigidaire service technician.
I have for many years thought of Frigidaire as top quality and a reputable company which made me without a doubt want to purchase Frigidaire, but with this small might I say incident and the way it is being handled I have now seen a very considerable drop in regards to the customer as well as the quality of your products.
Again all I ask is fairness to the customer per your written warranty which I apparently do not see.
I would very much like to keep this washer but if I have to spend money foolishly to just be able to get a replacement part which is still under warranty that I see as due me then I will most definitely take this machine to the local landfill and go shopping for a new washer and sorry to say it will not be Frigidaire.
I do hope you care enough to send me a speedy reply as I won't be waiting too long to either repair this machine or buy a new one, going to a Laundromat is expensive.
Now after waiting for 20 days to hear from their (Electrolux) Corporate office regarding the written letter I sent on Nov. 13 (of which I have never heard anything), on Saturday, December 2 8:59: 22 AM I sent the following email:
Dear Electrolux,
On November 13 I spent considerable time and wrote with sincere feelings, a letter to your Corporate office and as of writing this email (December 2) I still have not had a reply by: phone, letter or email (I supplied all 3 contact options on a "cover letter" with the main letter) from anyone in your company. So I am sending the same information to you again but this time by email, I hope to get a response soon.
Here is their response:
Thank you for contacting Electrolux Major Appliances. We sincerely regret that you have experienced difficulties with your product. Electrolux Major Appliances provides very comprehensive warranties with each product to guard against any parts that may be defective at the time of manufacture.
Unfortunately any time that a servicer not authorized by Frigidaire is used repairs will not be covered under warranty, as stated on you warranty book page 2 line 3.
Even though we are unable to send the part to you for the repair, we would like to provide assistance in offering you a 30% rebate towards the purchase of a new Frigidaire unit. If the offer is acceptable please respond us via e-mail or call our Customer Care Center at 1-800-724-7519.
We apologize for your inconvenience, but thank you for allowing us the opportunity to assist.
To which I sent a reply back:
Dear Electrolux,
I'm sorry that you feel this way about the situation, and as far as the warranty which you state: Unfortunately any time that a servicer not authorized by Frigidaire is used repairs will not be covered under warranty, as stated on you warranty book page 2 line 3.
It DOES NOT state that the work MUST be done by an authorized Frigidaire servicer during the LIMITED 2nd-25th YEAR WARRANTY. But only during the full 1 year warranty.
On the top section it states:
LIMITED 2nd-25th YEAR WARRANTY& Replacement part for an inner basket that breaks due to a defect in materials or wormanship. (Excluding Alaska)
On the bottom section it states Frigidaire WIL NOT pay for:
Line 3: Repairs for delivery damage to your washer or damage caused by misuse, fire, flood, acts of God, or use of parts or servicers not authorized by Frigidaire.
As I said before: "THE WAY IT IS WRITTEN" it DOES NOT say the service MUST be done by an authorized Frigidaire servicer, it only says you will not PAY for the service or parts not authorized by Frigidaire.
So... As I said before your warranty "as it is written" tells me the part is covered.
To which they replied:
Thank you for contacting Electrolux Major Appliances. Yes, the part is covered, but it must be installed by an authorized servicer. We would be unable to send the part you directly. A Frigidaire authorized servicer must order the part for you and install it.
To which I sent a "final" reply:
Dear Electrolux,
Please read all.
I must tell you that you have now convinced me that you do not honor your warranty "AS IT IS WRITTEN" because as I have repeatedly stated: It is NOT stated anywhere in the warranty under the LIMITED 2nd-25th YEAR that the part "must be installed by an authorized servicer" as you tell me in this email nor does it state anywhere that the part "must be ordered by a Frigidaire authorized servicer" as you again tell me in this email so therefore it appears that you are re-writing the "original" warranty to suit your company in handling this or future problems with your customers.
I can see no problem with sending the part directly "to me" considering what I have just told you concerning your warranty "as it is written".
1) you have my address 2) you know it is registered (I gave you the registration number) 3) you know there has been no claims prior to this.
For me to call a Frigidaire authorized servicer to do what I can do myself it would cost close to two thirds of the price of a new machine (which is frankly "stupid" to do). It cost approximately $600.00 new, lasted just under 4 years... Come on! You want to send me a 30% rebate? Lets see... About $180.00! Wow! Just about the same amount for the part huh?
I really thought that your company was a trusted and caring company but considering that we are talking about supplying "me" a part that costs somewhere around $150.00 to $200.00 that you "refuse to send to me" is a pretty BAD way to keep customers. Consider how money will be lost on future purchases by me and others due to saving this little amount for a part. Again, a BAD way to do business. Your company really surprises me on how you handle things, very un-professional in my (and others) opinion! It's no wonder that more and more businesses are failing with this type of attitude toward customers.
Therfore I see no reason to keep this machine (which is perfectly fine except for needing a new inner basket) so I will be taking it to the local recycler.
Since you find it more important to save yourself a very small amount of money by not sending me the part you have in turn "LOST" me and quite a few other previous customers (and future potential customers) due to your handling of this situation AND your "personal interpretation" of your "warranty as it is written". I will count this as a "lesson learned" and will never buy another product manufactured within the Eletrolux company or it's other brands. I REALLY used to trust in your company and it's products until now.
To which they replied: (funny last paragraph)
Thank you for contacting Electrolux Major Appliances.
It may not be stated in the warranty, but, it is a Frigidaire Warranty and most warranty companies only want their authorized people working on their units while still under warranty.
If the unit is completely out of warranty, a customer can have any service company he or she chooses to work on their unit. While it is always a pleasure to hear from a valued consumer, the circumstances that made it necessary for your contact with us are regrettable.
We are sincerely appreciative of the effort you spent in advising us of your disappointment. I hope that you will accept our apologies for the difficulty you have experienced, and please do not hesitate to contact us should you need assistance in the future. Thank you again for contacting Electrolux Major Appliances.
What! They tell me to "not hesitate to contact them should I need assistance in the future", I just told them I will never buy another product manufactured within the Eletrolux company or it's other brands! Are they dense or what?
Can you believe the nerve of these people! If something "is not stated in a written warranty" then how can they "legally" add what they want to it? This company is a REAL LOSER! Do youself a favor and stay away from them!
Curt
Conowingo, Maryland
U.S.A.
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