Monday, April 6, 2015

Is Customer Service Dead?

I've decided to update you with my ongoing battle with Electrolux, the behemoth who now owns Frigidaire and GE appliances and will probably swallow some other hapless appliance maker until we, the consumer, have nowhere else to go.

Back in October 2010, I was planning a brand new kitchen with brand new appliances.  I settled on the Electrolux brand thanks in no small part to sleek marketing, serious discounting if you bought a 4 pack (4 appliances) and the fact my client, an appliance retailer, said they had "great customer service".  

Details of what occurred are online on my retired blog, Empty Nest Evolution: Customer Service Is Dead (Part 1)  and Customer Service Is Dead Part Deaux. Go ahead!  You can even see my real kitchen appliances in the online photo.  The photo below is a shot of my kitchen but only the dishwasher, the first not the second, is visible.  

Now, if you've read Parts I & II, you know we've had issues with each appliance. Recently (last month) the handle on the microwave broke AGAIN.  This is the 4th time.  I wrote their customer service department, received an unacceptable response, wrote again.  I finally asked for someone to correspond with who has the authority to say "yes" or "no".  I detailed my experiences with the company, all the repairs, all the breakage, replacements, etc.  Here's the response.
Repairs are inconvenient and I do recognize that you are not satisfied with your experience. At  this time, I would not be able to provide you a no-cost repair but I would like to provide you with a 40% discount on a replacement handle for your appliance when purchased through our social care department directly within the next 30 days.Currently the replacement stainless steel handle for your appliance is part number 5304477336 and is listed for $73.52 plus tax. With the 40% discount applied the reduced cost would be $44.11 plus tax for the handle. There would be no shipping cost applied to your order when shipping standard.

Compare the above with the recent response from Amazon after a $90 coffee table art book, ordered as a gift,  arrived with a very slight warp.
I'm extremely sorry for any inconvenience this has caused.
In this case, I no need to trouble you in return the item for us to sent the replace. You're welcome to keep, donate or dispose of it--whichever option is most appropriate and convenient for you and you will not be charged for it. 
Apparently not all customer service is dead.  Amazon goes out of their way to provide a satisfactory experience.  My husband deals with them all the time.  

That said, Nothing sucks like Electrolux.



DJan said...

Glad to know this experience of yours, and I realize I will NEVER deal with them on purpose. I also use Amazon for most purchases like this. They are awesome. :-)

California Girl said...

I am NEVER going to let this go. NEVER! :)

Shady_Grady said...

I haven't had any issues with Amazon. Comcast on the other hand...

injaynesworld said...

You're right about Amazon. I've even bought a flat-screen TV through them because they stand behind everything. As for your appliances -- that's why God created Samsung. ;)

California Girl said...

Shady, I would love to hear someone say they HAVEN'T had issues (multiple) with their cable company. Ours is Time Warner. They'll soon merge w/ Comcast who already owns NBC. Scary monopolies abound.

California Girl said...

jayne, that idiot client/retailer from whom I bought my Electrolux group told me to "stay away from Samsung". jeesh.

A good friend of mine has a Northland refrigerator/freezer she loves. I've never seen that brand back here.


by Cole Scott