Customer Service Is Dead: Part Deux

Judging by the comments I received on my previous post, appliance manufacturer and retailer apathy are rampant and it doesn't seem to matter the perceived grade or quality of the appliance. 

My hobby, if you will, is cooking.  I love trying new ingredients and new recipes. I love dinner parties.  I love appliances, small and large, if they make the process easier and more fun.  I don't love spending good money for said appliances to have them not work properly.  If they don't work properly, I have been ripped off.  In my case, with Electrolux appliances, I have been Ripa-ed off. 

I was foolish enough to go to the Electrolux manufacturer's site to see if there were a comments tab or similar.  I found a game called "Are You Party Ready"  in which you're supposed to respond in 40 words or less to a videotaped pending party disaster scenario taped by Kelly Ripa who then asks,

"What would you do?"

My response (after about 15 edits to get the word count down to said 40 words)

"Re: my 9 mos new Electrolux refrigerator, d/w, range, m/w. Dishes dirty, refrigerator cold spots   freeze food. M/W handle broke off. We've had 5+ d/w diagnostics, asked for replacement in Mar. No help. What would you do?"

 Nothing in response so far.

I am on a crusade, people!  I feel the need to inundate the manufacturer with emails, letters, blog posts and whatever else I can find.  If you know of any consumer sites that offer an open forum for discussion, commentary, reviews and the like, please share with me.  I'll share my findings with you too.

Customer Service Is Dead

         Electrolux Appliances:  These look like mine.  They Suck.

I recently purchased an entire set of new appliances for the new kitchen my husband and I created in what had been my MIL's living room. 

I bought the appliances from a client; a small retailer who specializes in a wide variety of appliance choices, custom installation, customer service.  I needed a d/w, m/w, range, refrigerator.  In this day and age, the manufacturer likes to sell in groups of 3, 4 and 5.  They offer rebates as an incentive.  In my case, I'd settled on three brands:  GE Cafe, Bosch, Electrolux.  The price, after rebate/discount...neglible. 

I rejected going to a big box store like Home Depot or Lowe's because:

1. Small retailer client who spent $$ with me over the years.
2. Buy local.
3. Figured he'd guide me straight & take care of me if there were issues.
   (you know where this is going)

My client/retailer wouldn't commit to one brand over another but when he told me "Electrolux has great customer service and Bosch doesn't" then added the Electrolux d/w was the "greenest d/w on the market".  That made up my mind.

The sales order reads 9/18/10.  I have a few months left til my ONE YEAR WARRANTY is over.  My order took weeks to deliver and a few more to install.  The refrigerator had cold spots.  My produce and other foodstuffs were freezing if they were at the rear of the fridge; costing me money in ruined food.  Two service visits & an installation later, it's working okay.

The microwave handle broke off several months ago.  It took that long to get the replacement part.

The dual fuel range is the best of the four appliances but the gas burners have required adjustment several times.  Right now, the gas flame coming out of the smaller burner is uneven at best.  It snuffs out continually and the propane gas leak is palpable if I don't catch it.

The dishwasher has been a disaster from the get-go.  The one I originally ordered was unavailable so my retailer "upgraded" me to one he could get.  It doesn't clean my dishes.  I find myself wiping food stuff, grounds, etc from my glasses, dishes, etc.  No, not all but I consider an ongoing task to wipe out or re-wash any dishes a failure.  I've been complaining since November and asking for a new model since March.

My retail guy/client has continually turned over the issues to his"customer service" person.  She's repeatedly told me I should "go direct to Electrolux".  Today we got into it and I accused her of "foot dragging and indifference".  Here's her response:

"Sorry that you feel that way, but I am working according to protocol by Bay Street Discount and Electrolux. I would love to do things differently, but am instructed to do them a certain way. I didn't contact you to follow up because I was told by Electrolux they were going to handle this issue from here and my job was done. Not my fault Electrolux didn't follow up with you.  Hopefully you can see where I am coming from and that Electrolux needs to make this right at this point."

I've been a salesperson for 30+ years and I've never crafted a note like that.  Seriously.  I bend over backward  to keep my clients happy, particularly when they are spending big bucks.  I'm in touch with Electrolux and I'll handle this myself from now on.