Electrolux review: Electrolux 609L French Door Refrigerator (Model: EHE6899BA)

Dear Good Guys Customer Care,

I am writing to lodge a formal complaint regarding the Electrolux 609L French Door Refrigerator (Model: EHE6899BA) purchased from The Good Guys on 25 August 2021 for $3,250, along with 5 Years Gold Service Extras – linked to D03619341441.
Our current case/claim number is: CSA000003439277.

This is now the second time this fridge has broken down, and we have been without a working refrigerator for 5 days, with no clear resolution in sight. What has been most disappointing is the level of service and the amount of unnecessary runaround we have experienced.

Summary of Issues:

Upon discovering the fault, we first contacted Electrolux to arrange a repair, only to be told we must go back through The Good Guys.

The Good Guys then provided yet another number, and it took a full day for someone to return our call.

Despite my name being on the original invoice, I was told I could not speak on the matter. My husband, Tim, attempted to assist, but he was at work and unable to troubleshoot over the phone as requested.

Tim then provided permission for me to be added to the account so I could handle the troubleshooting. Yet, when I called back, I was still not added.

Ultimately, we were told that no technician can attend until early December, meaning we would be without a fridge for approximately three weeks — for a basic essential household appliance.

A repair technician we contacted independently advised that the unit requires a new masterboard and display, and that parts would take up to three days to arrive — meaning the total time without a fridge could extend to a month.

At no point has a loan fridge been offered, nor any meaningful support consistent with what “Gold Service” promises.

Our Expectations:

This experience is far from the “Gold Service” we paid for. A refrigerator is an essential household item, and it is completely unacceptable to leave customers without one for weeks while offering no alternative solution.

Given the repeated failure of this product and the unreasonable delays, we request immediate action, including one of the following:

Urgent repair with an expedited technician visit, AND a loan fridge provided immediately,
OR

Immediate replacement of the refrigerator, given its repeated faults and the inability to repair it in a reasonable timeframe.

At this stage, our confidence in The Good Guys' Gold Service Extras is extremely low. We hope this matter will be escalated promptly and resolved without further delay.

Please confirm receipt of this complaint and advise the next steps as soon as possible.