Hey Frigidaire, where’s my replacement refrigerator?

It takes Frigidaire two months to replace Missi McLean’s broken refrigerator. Then it delivers another appliance that doesn’t work. Can this Frigidaire be saved?

Question: I’m writing to communicate my total disgust with Frigidaire. In September, I placed an order for a new Frigidaire refrigerator that was delivered nine days later. It has never worked.

It took Frigidaire two months to send a replacement. Last Friday, we received a phone call from from a third party called Fitz Home Solutions stating that he was outside of our building with the replacement refrigerator and that it was damaged. He came to our suite with paperwork and stated that a replacement would be shipped overnight to arrive no later than Monday or Tuesday.

Today is Thursday and I have not heard anything from anyone regarding my delivery.

I have had conversations with four different corporate supervisors. None have been able to assist me and now they won’t even return my phone calls.

I am most concerned with the lack of communication and customer service from this company. I would like the replacement refrigerator Frigidaire promised. Can you help? — Missi McLean, Lanham, Md.

Answer: Frigidaire should have delivered a working refrigerator the first time. And if not the first time, then at least the second time.

A review of the lengthy correspondence between you and the company suggests one hand didn’t know what the other was doing over at headquarters. One representative would promise you a refrigerator; another would say that they have no refrigerators in stock. You reached a “social help” department, but it had no access to the ordering system that could help you find your lost appliance. How frustrating!

Related story:   Why isn't AT&T prorating my bill?

Frigidaire is owned by Electrolux, which promises “thoughtfully designed products” that are the “the result of continuous investment in our consumer research to develop products that meet consumer needs.” Clearly, they needed to invest a little more.

I tried to find the warranty for your refrigerator but got distracted with all of the one-star reviews on the consumer sites. Seriously, if a refrigerator is that flawed, maybe you’re better off buying from a different company.

You could have appealed your case to someone higher up at Electrolux. I list the names, numbers and email addresses of the Electrolux executives on my consumer advocacy site.

I contacted the company on your behalf. It delivered a working refrigerator, and I hope this one works.

Christopher Elliott

Christopher Elliott is an author, journalist and consumer advocate. You can read more about him on his personal website or check out his adventures on his family adventure travel site. Contact him at chris@elliott.org. Read more of Christopher's articles here.

%d bloggers like this:
Get smart. Sign up for the newsletter.