In this case
- Six months after David Hauser buys an Electrolux refrigerator from Costco, it stops working.
- Electrolux, the manufacturer, is unable to repair the appliance under warranty because the necessary parts are unavailable.
- After seven weeks without a working fridge, Hauser wants a replacement and compensation for his losses.
David Hauser’s Electrolux refrigerator, purchased from Costco, stops working. Despite being under warranty, no one can seem to fix it. Is there a way to get a working appliance?
Question
My wife and I purchased a Frigidaire refrigerator from Costco recently. Six months after delivery, while still under the manufacturer’s warranty, it stopped working.
The Electrolux warranty department has been unable to repair it because the required parts are unavailable.
Around week four, Electrolux claimed a part was available and would ship immediately, but it never arrived, and they haven’t provided a tracking number.
It’s been seven weeks, and the refrigerator still isn’t fixed. Can you help me get a replacement refrigerator? I’d also like to be reimbursed for food spoilage, the cost of a mini-fridge, and meals. — David Hauser, Kingston, Ontario
Answer
I’m so sorry you haven’t had a working refrigerator. Electrolux should have provided a timely repair or offered a replacement. And if it couldn’t, you should have asked Costco for help.
Costco offers a 100 percent satisfaction guarantee that allows you to return your appliance within 90 days. It also extends its manufacturer warranties, ensuring that your product is covered beyond one year. It looks like your product fell within a gray area of the warranty. You were past your 90 days but still within your warranty period.
You’ve taken the right steps by documenting all communication with Electrolux, Elite Appliances (the repair company), and Costco. This paper trail proves you’ve attempted to resolve the issue.
I noticed one missing item from your paper trail: documentation of your food loss. If you’re going to ask Electrolux or Costco to compensate you for food that thawed out and was unusable, you need to keep your grocery receipts. Asking for replacement is reasonable, but normally a business won’t pay unless you can show you suffered actual damage.
You could have escalated this issue further by contacting executives at Electrolux or Costco. I list their contact information on my consumer advocacy site, Elliott.org.
I’m surprised that Electrolux couldn’t assist you. The company is normally responsive to customer requests, especially if you’re within your warranty. In my last case involving a broken appliance with Costco and Electrolux, it was Electrolux that stepped forward to help.
Have you ever had a major appliance break while under warranty, only to be told the parts are unavailable? Share your experience.
When a manufacturer can’t fix its product, should the retailer (like Costco) be responsible for making things right?
What’s your best advice for getting a company to honor a warranty when they are giving you the runaround? Tell us in the comments below.
But since neither Electrolux or your repair company could help you, I decided to lean on Costco for a resolution. I contacted the company and asked it to review your problem. In response, I received a terse phone call from a Costco representative who said the company had received my email but had “no comment.”
Costco contacted you and offered a full refund in exchange for the return of the broken refrigerator. It also offered to compensate you for your food loss.
Costco’s 100% satisfaction guarantee: What they promise — and what they don’t say
General Returns
The Promise
You can return almost anything, at any time — even without a receipt. Costco tracks your purchases through your membership and makes the process simple.
The Gotcha
“Almost anything” excludes alcohol, tobacco (in many states), and a few restricted items. And if you make too many returns, especially without receipts, Costco may review or cancel your membership.
Electronics
The Promise
Costco lets you return electronics like TVs, laptops, and phones within 90 days. They also offer free tech support to help you get started.
The Gotcha
That 90-day limit is firm. After it expires, Costco won’t accept returns — even for defects. You’re on your own with the manufacturer.
Jewelry
The Promise
Costco allows returns on high-value items like jewelry and gift cards, giving you peace of mind on big purchases.
The Gotcha
Some returns come with strings attached. Jewelry over 1 carat must be inspected by a Costco gemologist, and most gift cards or event tickets are non-refundable.
How to get a broken appliance fixed
Check your warranties
Review both the manufacturer’s warranty and the retailer’s return policy. A retailer like Costco may offer an extended warranty or a satisfaction guarantee that provides a faster resolution.
Document everything
Keep a meticulous paper trail. Save all receipts, repair orders, and notes from phone calls. Take photos of related damages, like spoiled food, and keep grocery receipts for reimbursement claims.
Lean on the retailer
If the manufacturer is unresponsive or can’t get parts, escalate your case with the retailer where you bought the appliance. They have more leverage with the manufacturer and a greater interest in keeping you happy.
Contact the executives
If you’re getting nowhere, send a polite, brief email to the executive contacts at both the retailer and the manufacturer. A high-level appeal can often break through the logjam and get results.
FAQs
- Who is responsible when a new appliance breaks? Initially, you should contact the manufacturer for a warranty repair. However, if they are unresponsive or can’t fix the issue, you should escalate your complaint to the retailer (like Costco), which often has more leverage.
- What should I do if a warranty repair is delayed because parts are unavailable? Document the delay and ask the manufacturer for a replacement appliance. If they refuse, contact the retailer. A prolonged delay without a fix can be considered a breach of the warranty agreement.
- Can I get compensated for spoiled food from a broken refrigerator? Yes, but you need proof. Keep detailed records of your food loss, including photos and grocery receipts. Without documentation, it’s unlikely a company will reimburse you for the damages.
- What’s the difference between a return policy and a warranty? A retailer’s return policy (like Costco’s 90 days for electronics) allows you to return a product for any reason within a set period. A manufacturer’s warranty covers defects for a longer period (usually a year or more), but only for repairs, not unconditional returns.
Related reads
