- Report: #631077
Complaint Review: A & E Factory Service - Lowes - Frigidaire - Agusta Georgia
Reported By:
mad as hell -
newtown, Pennsylvania, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
A & E Factory Service - Lowes - Frigidaire
Agusta, Georgia, United States of America
Phone:
1-888-203-1389
Web:
www.frigidare.com
Categories:
Business Rating:
(0)
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A & E Factory Service - Lowes - Frigidaire Electrolux New dishwasher has a defected water pump, the manufacture will not replace with new dishwasher or return my money. Agusta, Georgia
I too am a victim of Frigidaires sub-par products and usless customer service. I purchased a Frigidaire dishwasher at Lowes on 5/5/2010. However, it had to be ordered soo...I did not receive it for about a week. The unit cost me $640.00 plus $145.00 for labor charges. The dishwasher ran well until this week, 8/9/2010. On Monday, I loaded the dishwasher, turned it on and it immediately started to make a funny humming noise. I opened the door and checked the placement of the dishes, making sure they were not hitting each other. After closing the door, the noise disappeared and the D/W ran as usual. Once the machine was done, I opened the door to find water sitting in the bottom of the D/W.. That night, my handy husband checked it thoroughly and could not determine the problem. I called Lowes the next morning and they said it was past the 90 days warranty so, I needed to call the customer service number. The CS told me to call one of three repair companies that they have contracts with. The repair man came out on Wed. morning and looked at the dishwasher. He said it needed a new motor that pumps the water out of the unit and that his company would have to order the pump and to let them know what I wanted to do. I told him I would call the CS number and asked for a new dishwasher. That's when the fun began...First, I called Lowes back and their CS person said she would call Frigidaire and ask them to replace the unit. NO Luck! Then I call Frigidaire and spoke to a CS person who proceeded to spiel off the companies ridiculous procedures and policies. When I asked to speak with a supervisor, I was put on hold and then was DISCONNECTED!!! Talk about seeing RED! This charade continued for most of the morning and way past noon. Everytime I called back and talked to someone, I was put on hold, and disconnected. I looked at the inside of the dishwasher door and that's where I saw that the Electrolux Company was located in Cleveland, OH. I called 411 and was given a different 800 number, that I assumed was in OH. When I finally got a Super on the line she stated that there was only one call center which was in Agusta, GA.. After, trying to reach the person today, I called the toll free number that she assured me would work. When I called there today, "Suprise" no one knew who she was??? I then found out after asking many questions, that there are more than one building, that are located in different states. Today, I had talk to someone in NC and not GA.. Why this is such a big secret is beyond me. I never did speak with the Super, cause she was, out to lunch, lol!!! I am waiting for her call back. She told me that if the repair company sends her a fax stating that the pump was defected, then they may consider giving me a new dishwasher. However, when I spoke to the repair companies CS person, she was playing dumb and acting like she never heard from the person and could not send a fax saying the unit was defected. The repair company could only state that they needed to order a new part. What a racket!!!
1 Updates & Rebuttals
IntheKnow
New Jersey,USA
SOP
#2Consumer Suggestion
Thu, August 26, 2010
Obtaining mfrs factory-authorized service in any time frame after delivery is standard operating procedure. Has been for 20+ years. Would be the same if youu purchased unit from HH Gregg, Best Buy, PC Richard, Sears. All would send techs out to fix problem under warranty. It's just the way the industry works. Service is never controlled from the retail store. You could yell and scream all you want but a trained tech must diagnose the issue and install the replacement part. The service companies who repair Fridigaire are most likely authorized for GE and Whirlpool as well. Same deal. Unlike small electronics, appliances are not readily swapped out.
Now if the part is on back order, you may luck out. All this doesn't excuse the lousy phone support. When you find a local repair company that does good work, stick with them for life.
