Electrolux - **** Buyer Beware **** (very poor customer support after the sale).
Issue: there is a flaw in the force/torque required for gas top burner to ignite or partially open filling room with gas. A complaint was filed with Electrolux by phone and email, service call which all led back to "no issue found", although, demonstrating issue to service person. It amazes me, Electrolux, recommends for me to purchase aftermarket safety caps for burner knobs, yet, won't offer to provide or reimburse the customer to do so.
Below is 7/18/24 response to BBB which led to BBB case closure even after I rejected twice Electrolux responses.
My concern is beyond me, as a Sr Product Engineer, this is a legitimate safety issue to consumer, yet, pushed under the rug until a tragic event occurs. For Electrolux to push 100% responsibility onto the customer to remain safe with a defective burner system is not acceptable.
I feel Electrolux is standing behind their corporate response form and using their methods to stall or hedge their side using 3rd party Service to shield them from after the sale issues. That is when I involved BBB in June 2024, which also, led to siding with Electrolux, no surprise.
At this time, Electrolux has lost one future repeat customer and hope others reading this don't end up the same.
Lastly, I invited Electrolux to visit and see the design issue first hand, declined.
Electrolux Major Appliances, North America 10200 David Taylor Drive Charlotte, NC 28262
July 18, 2024
RE: BBB Case Number: [protected]
Date Received: 07/15/2024
Electrolux Reference Number: [protected] Model Number: FCFG3083AS
Serial Number: VF31523944
Registered Date of Purchase: 12/29/2023
Dear D Failla, We are in receipt of the above referenced Better Business Bureau referral. All relevant information remains the same since our previous response. Please be advised that there was not a functional failure found within the unit during the service call with the authorized service provider, SEARS HOME SERVICES [protected]. Electrolux recommends having an authorized service provider evaluate the appliance if you feel that you are currently experiencing a functional failure. In the event an authorized service provider diagnoses the appliance, and the concern is not a functional failure within the limited one-year warranty, you may be charged for the service call. Please contact our Customer Care [protected] or connect with us via live chat by going to www.frigidaire.com Monday - Friday 8:30 am - 8 pm EST for assistance with scheduling service under the limited one-year warranty. We apologize for not being able to provide any further settlement on this complaint.
Thank you for referring this concern to us and for allowing us the opportunity to respond.
Best Regards,
Michelle
Electrolux Executive Escalations
Desired outcome: Provide support to improve stove burners from to easily igniting or partially opening without customer knowing with a simple brush by side force.
Confidential Information Hidden: This section contains confidential information visible to verified Electrolux representatives only. If you are affiliated with Electrolux, please claim your business to access these details.
Seriously? Remove knobs, that is the poorest response from ELECTROLUX to avoid taking full responsibility.
Finally, Electrolux admits they can offer safety protectors to help remitiate my concern, however, won't credit me to purchase the aftermarket or offer their own fix to AVOID inconvenience to the customer since offering such a gesture means they know this is an issue beyond me and choose to not settle, rather just pull of knobs. Sure, pull of tires from a car, how does work then.
I'm still awaiting resolution to my issue.
Still awaiting reasonable support from Electrolux in form of Customer Support, no response yet from Electrolux or Complaint Board. Asking me to remove my stove gas knobs, hiding my issue video from the public or asking me to fix the issue clearly demonstrates Electrolux Customer care after the sale is poor.
Still awaiting Electrolux support to correct issue, no followup response since 7/28/24. Apparently, if they ignore the customer, it's their response. Never had this poor of support from other Appliance manufacturers.
