Electrolux / washing machine model eifls60lt

Charlotte, NC, United States
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Electrolux should be ashamed of the way they handled my issue with their poor quality defective machine. I want to start out by saying that I'm not upset that Electrolux would meet my request but rather the fact that they simply ignored me and refused to even respond to my emails! On May 31, 2014 I purchased Electrolux steam washer and dryer. I thought these were top of the line, high quality units that would provide us with years of trouble free service. We had them for just over 2 years when the washer (model EIFLS60LT) stopped working. An authorized service tech checked the unit and said we had major problems. He said the repair was a two man job and explained that the following parts needed to be replaced; rear tub bearing, tub “O” ring, pulley & nut, warped door hinge, spin basket, MCU (motor control unit) and the CCU (central control unit). The service tech said it was very unusual for such a young machine that is lightly used (Avg. 3 times a month) to need such a major repair.
On August 12, 2016 I sent an email to customer service to explain the situation and indicated that after the repair is completed I will basically have a refurbished machine which I thought was unacceptable. I asked that the machine be replaced. Later that same day I received an email from Brandi H. of Electrolux customer service. Brandi indicated that if the machine was repairable, that was what we had to do and she was sorry for the problem.
August 13, 2016 I again sent an email to customer service in which I again said I wanted the machine replaced considering the fact that Electrolux touts their quality and reliability. I asked for the contact information of someone in management with the authority to approve such a replacement and thanked her for her help. I received no response.
August 15, 2016 I sent another email indicating that I had not heard back from anyone and again requested the contact information. I received no response.
August 17, 2016 I again sent an email in which I indicated that it was obvious I was being intentionally being ignored and I didn't want to resort to commenting on consumer web sites as the the poor customer service provided by Electrolux. Again I received no response.
As of August 18, I haven't heard from Electrolux but did send another email to customer service. I will continue attempting to contact management to express my disappointment with how they handled this situation. As of August 19 I have yet to hear from Electrolux customer service. Shame on them! I would not recommend Electrolux to friends or family due to their poor, let me rephrase that, complete lack of customer service.

Aug 19, 2016

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