Jennifer Rizzio’s Electrolux refrigerator is broken. Her replacement refrigerator? Also broken. But has too much time passed to get this appliance fixed?
My parents bought a refrigerator in 2012. The Electrolux refrigerator had a problem and needed to be repaired about eight times. Finally, in late 2017, it had to be replaced because it was deemed unfixable.
The new refrigerator went on to also be repaired three more times, with the most current issue happening last August of this year.
Electrolux’s warranty company told us to unplug and reset the refrigerator. But when we did, the freezer stopped working and the food spoiled. A representative told us the next available repair date was in 18 days.
My Electrolux refrigerator is broken. My parents are 76 years old and we also have two small children in the house. With no other option, we had to buy a new refrigerator. We also had to replace the food that we lost. I am seeking compensation for food that was lost, the forced purchase of a new refrigerator and the “warranty” which I was unable to use to fix this issue. Can you help? — Jennifer Rizzio, Medford, N.J.
Your Electrolux refrigerator isn’t just broken — I think it may be cursed. OK, that’s a slight exaggeration.
This looks like a rare case where a refrigerator stops working and then a replacement also stops working. (Oh, but I’ve seen worse! Remember this one?)
Electrolux is clear about its mission. It aspires to be “the best appliance company” as measured by its customers. Obviously, in your case, Electrolux fell short in that regard.
Should it matter that your parents bought the refrigerator in 2012? I don’t think so.
Sure, the warranty expired long ago. But Electrolux made you a promise beyond the warranty. It promised to be the “best.” And with 11 repairs between the two appliances, an absurd delay that forced you to buy a new refrigerator, and a lot of spoiled food, you obviously did not get the best.
If your Electrolux refrigerator is broken, here’s how to fix it
I publish the names, numbers and email addresses of the Electrolux executives on my consumer advocacy site, Elliott.org. After doing battle with Electrolux and the warranty company, which was handled by a third party, you could have circled back and asked one of these managers for help.
I contacted Electrolux multiple times on your behalf about your problem. A representative from the warranty company contacted you in response and offered a $15 credit for the balance of your warranty. It also claimed that it had already sent your parents a $50 prepaid debit card.
But neither your parents nor you could find the card.
You were unhappy with that response, and so was I. So I asked Electrolux if this was its final answer.
“I’ll reach back out to our team,” a representative told me. That’s the last you — or I — heard from her.
I just hope the replacement refrigerator you bought is not an Electrolux.