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2.3
Updated by user Feb 13, 2017

Update: ONE SOCal/Universal Tech showed up after 9am, (not 8 am as promised) while driving a SCION as a service vehicle, seriously, that is what they provided him, he took a look at the unit and said he could not touch it since his company does NOT work on stacked units ( that labor of unstacking and restacking units IS covered in my warranty) so he took the parts with him and left. I called electrolux and ranted, they are calling out a different company that will arrive on the 20th (10 days away from that date) to do their own first diagnosis and determine what parts they think they need to order then after that they will schedule a new repair date that will likely be around 10 days afterwards.

Unit died about 1/14/2017, best case expected repair at this time is around 2/28/2017, quite probably will be a few days later than that...

This will be about 6 days of my time wasted, in scheduling, waiting on techs, plus time buying more clothes and runs to the laundromat that I do not have time in my schedule for. I am not unreasonable... I expected an hour initially spent to call them to schedule a repair and a few hours of waiting on a tech a few days later to show up and make the unit happy... at worst he would go get a part and return the following day or so...

maybe a week of downtime total... not 6 weeks...

Original review posted by user Feb 10, 2017

Front load washer threw a water pump error code a week before the factory warranty ran out. that was nearly a month ago.

After trying to figure out where the coin filter would be that I was told to check and discovering these units dont have one like most front loaders I called for a repair. Just over 3 weeks since that call and I had NOT even seen a repairmans truck pull up to my house. I clearly told them to make note in the file it is stacked units in a very tight location that a single tech will have a devil of a time unstacking alone and asked each time for early morning service call as I have a job 45 minutes away and cannot miss an entire day waiting for a repairman who doesnt arrive, arrives late, or takes hours to do work.... First dispatch I found out the hard way was NOT scheduled for before noon when I called at noon about why nobody had arrived yet..

The 2nd dispatch they cancelled because they didnt have a water pump in stock that they expected would be needed. ( I asked why that wasnt ordered before the first dispatch...) The 3rd dispatch was ACTUALLY scheduled WITHOUT ME BEING CONSULTED or notified. YES they decided arbitrarily what day and time THEY wanted to show up without concern for my schedule and if I would have actually been there.... I called electrolux yesterday to ask when I was going to be notified of the pumps arrival so I could get scheduled and was informed I was already scheduled for the morning today.

Turned out I waited until noon for nothing as they were wrong again about the time the repair tech scheduled so they rescheduled for tomorrow for a single tech to do the work and said he should be able to take the unit apart and replace the pump in less than 30 minutes however I doubt the tech is going to be able to do this by himself as it was a challenge for 2 people with a hydraulic lift cart to get the units in place. Had I not called yesterday they would have arrived on my doorstep today while I was at work... I am speechless that they would even consider scheduling without talking to a customer. no missed calls, not even a voicemail....

of course the company name on file with electrolux for the repair place was socal, and the caller ID came up with a different name and the name the woman used when she called me to schedule the 4th dispatch didnt sound like either so I shouldnt be surprised they cant get schedules correct. This will be the 4th scheduled date that I will sit around waiting for them, and nearly a month without a working washer. MAYBE I will be lucky and they will show up... Maybe Ill be lucky and they will actually FIX it...

I have learned to not hold my breath........ Todays Update: ONE SOCal/Universal Tech showed up after 9am, not 8 am as promised while driving a SCION as a service vehicle, seriously, that is what they provided him, he took a look at the unit and said he could not touch it since his company does NOT work on stacked units ( that labor IS covered in my warranty) so he took the parts with him and left. I called electrolux and ranted, they are calling out a different company that will arrive on the 20th (10 days away from today ) to do their own diagnosis and determine what parts to order then after that schedule a new repair date that will likely be around 10 days after that while I probably get to have the unstacked units left in my tiny living room for a week and a half to 2 weeks.

Unit died about 1/14/2017, best case expected repair at this time is around 2/28/2017, quite probably will be a few days later than that... This will be 6 total scheduled service call days of my time wasted, plus time buying more clothes and runs to the laundromat that I do not have time in my schedule for.

Reason of review: Warranty issue.

Monetary Loss: $600.

Preferred solution: Let the company propose a solution.

Electrolux Cons: Repair service did not even touch my unit yet.

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Guest

After all that I was called today by the scheduler from universal techs/ Socal techs about scheduling my repair AGAIN ( this is after they refused to effect a repair the other week and after it was fixed by another company) . I reminded them that they refused to work on the units since they were stacked and was told by them that was correct, and that I would have to unstack them and I replied that was NOT happening as my warranty clearly covered the extra labor and with both people residing in the house having physical handicaps so that would not happen and she said that she was cancelling my repair order....

I asked to speak to the boss and was told he was in California and to call the main number for Universal Techs at 187******** and hit 0 to ask for Art (I asked for his last name and she said its unpronounceable and the scheduler couldn't even tell me how to spell it.) must be nice to have employees that do not care to know their bosses name.... I tried calling and after hitting 0 was disconnected. NICE....

that is a passive aggressive way you get rid of displeased customers. I am sooo glad that Gowing (part of Spencers appliances by the logo on the truck) had fixed the unit the other day, doesn't do a great job but its better than no washer at all.

Guest

A Gowing electrolux repair tech arrived today, at first it looked like he was this close to leaving and rescheduling. I talked him into sliding both units (easier than he expected) out and he could easily work on it.

I had extra long pigtails on the power and dryer vent and technically nothing needed to be disconnected to do this repair. My stress today was that someone at either electrolux or gowing sent them out with paperwork saying that the repair was out of warranty and to be paid as COD! Seriously! I have pics!

I was in factory warranty when I first called and am still under extended warranty now....took 15 minutes on the phone to get that cleared up. at least this tech did the repair... was only 5 1/2 weeks total without a washer, 6 days of work interfered with, An absurd number of phone calls and many days of having things strewn around the house on multiple occasions just to have the laundry room nearly empty for what should have been one time..... and a pile of new clothes bought because there was not available time to be scheduling to go to a laundromat, add in some time wasted on arguments ....

This experience will certainly influence my next choice in appliances.

if this repair was not under warranty it would have been cheaper to throw out the washer and buy a new one after adding in my lost time and money. I will probably sell the units for what I can get for them as soon as the warranty is about to run out.

Guest

Had not been called by latest electrolux repair contractor Gowing yet about my "tentatively scheduled dispatch on the 20th" so I called them on the 16th, mentioned I had not gotten a confirmation yet and that it had to be a morning dispatch and the units were stacked...they had already scheduled me for the 17th without talking to me! He apologized and said he had no idea how that could happen...said I would be called between 730 and 8 about the techs arrival time.

I told my employer I would come in late yet again...... and then this morning (the 17th) I was called by a tech and told he would arrive in the early afternoon and I explained that was not going to be home all day ( arriving at 2pm and working until 4 kinda messes up my ability to get a days work in... so he wanted to pick another afternoon... nooo...

he finally agreed to send someone out on the morning of the 20th but would be alone...I described exactly what it took to install the units where they are and that they cannot be turned in place nor am I emptying the rest of the entire tiny laundry room for him to have "plenty of room" to move it around to work on it from the side dont know HOW he thinks one guy is going to lift a 200lb dryer alone...

he did say the tech can get the parts needed from my description so some time might be cut off of the repair however I doubt it will occur on the 20th, I still expect they will have to reschedule to have 2 techs or one with a lifting cart to get the dryer off it.... so far 5 weeks with no washer and NOBODY from electrolux even so much as physically touching so much as a button on the washer , getting sooooo tired of this.......

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