Electrolux Avis 

In the report, I will also be commenting on the extraordinarily poor warranty service and terribly disrespectful treatment I received at the hands of Electrolux's chosen warranty provider. I bought a David Wilson home in July, with an integrated appliance package provided by Electrolux, with so much extolling of the extended 2 year warranty. In 5 months, my washer-dryer malfunctioned and warranty service was required.

Here is the overview:
Your Booking Reference: 1000283565
Product ID: 914606601
Product Name: E776W402BI WASH AND DRYER MACHINES

I contacted Electrolux Warranty on 14/11/22, after getting an E20 error (faulty pump). My husband - an engineer - troubleshot to confirm and we were clear about this in the request for service that a pump was needed.

These pumps fail regularly (I managed an HVAC-R company in Canada), so it's a replacement part that should be well stocked with any legitimate company providing warranty service (they're fairly cheap too, so no excuse for not having any on hand).

Anyway, the EARLIEST appointment I could get was for 28/11 - two weeks after I rang. The tech (DBE Sales) showed up WITHOUT A PUMP - it should have been ordered up as soon as they were notified! He spent fewer than 5 minutes, used a screwdriver to spin the pump (which I did), and said it was fine. He didn't bother to run a test cycle - which faulted out 5 minutes after I ran it.

We asked him to order a replacement pump - which he was rude about, and then informed me it would be TWO WEEKS before it would arrive.

From experience, I know full well that these pumps are not difficult to get your hands on - they are a common part that gives out, and any company providing warranty services should have 4-5 in stock at all times.

So, Electrolux's warranty "service" has a service company that doesn't carry replacement parts and were happy to let a customer go 28 days without their so-called "high end" appliance.

I ask Electrolux this very simple question: Do you think making a customer wait 28+ days for warranty service is an acceptable business practice? It's horrid. You should be embarrassed by this.

In the meantime, I phoned around and found a local licensed appliance tech who carried Electrolux parts - not surprisingly, he had several of the exact pump in stock. I paid this engineer to come visit, and leave the faulty pump so that it could be exchanged with DBE Sales as it was a warranty issue.

Realistically if DBE is too busy or unable to get Electrolux parts, then perhaps they shouldn’t be taking on Electrolux work when they can’t manage the work they have.

Two weeks later, the DBE engineer phoned and I explained the situation and how he was welcome to collect the faulty pump and leave the new one so they could get paid for the service call. The DBE engineer was incredibly rude and condescendingly sexist, and treated me as if I knew nothing about the industry of repairing HVAC-R and appliances. (Hint – I was CEO of a successful HVAC-R/Appliance repair company for years, during which we did warranty work for Seimens, Carrier, Bryant, and more. I know the industry and best practices better than most.)

This DBE service engineer continued to be aggressively rude on the phone and would not let me speak without interruption. He slammed his phone down in my ear, then double-downed and sent me a nasty text message to try to make me think it was all my fault!

I have spent the better part of 25 years leading customer service teams across multiple industries along with managing an HVAC-R company. I've seen this sort of behaviour directed towards customers (women) and I've rooted it out of my own operations because it is NOT acceptable.

Electrolux should be ensuring that warranty subcontractors and their employees were appropriately trained in customer relationship management, because this was an example of poor customer service and it’s put me off enough to bother writing a letter.

I am really put off by Electrolux's service. I definitely will not be recommending their products to anyone.

Anyway, my washer is fixed - I went out of pocket 150, and the faulty pump is still sitting in my utility room cupboard.

On the verge of taking legal action I eventually got partial refund after 2 months. Customer service shocking. Don’t touch

I’m not a person to write reviews, I’m also the sort of person who’ll maybe read a review and think a particularly bad review is maybe just unique to that specific customer and not an overall representation of the company in question but please read and take serious note of my issue and the seemingly countless 1 star reviews before mine.

26/10/2023 - integrated fridge freezer developed a fault of not freezing to which an engineer from Pacifica was arranged to inspect on 15/11/2023.

31/10/2023 - received call from repair agent Pacifica that engineer scheduled cannot do fridge freezers, re-scheduled for 18/11/2023.

18/11/2023 - engineer arrives with a fan only and proceeds to inform that it wont be fan and a compressor unit is required - even though developed fault suggest this part, re scheduled again for 30/11/2023.

30/11/2023 - Engineer arrives with correct part, towards the end of the job the entire house trips out to which his explanation is, and I quote “stuck a screwdriver where I shouldn’t have *chuckles*” - leaves with full intention the unit does not work.

01/12/2023 - fridge freezer still doesn’t work and now because if a dangerous engineers actions upper fridge now no longer works, leaving us with nothing to store food.

Month of December - a daily battle on phone with vastly inexperienced customer service representatives, different stories day after day, replacement finally granted 10 days ago as of today 23/12/2023, still not arrived, no correspondence from Electrolux, no desire to prioritise and now 2 months on and during Christmas we still do not have a fridge or freezer. Electrolux and Pacifica seem to only be bothered about fighting between themselves and following their own protocol at the expense of the end user.

You can tell a lot about a company when faced with a problem and how they deal with it, Electrolux, AEG, Zanussi or whichever title they prefer to use chose to not to deal with issues. Imagine for a second your appliance is under warranty but you feel you have exhausted every avenue and don’t know where to turn with legal action starting to become the only real possible outcome. Imagine having customer service representatives throwing their headsets off and ignoring you - I fully welcome Electrolux to listen to that particular recording - just at the mere suggestion of wanting a tangible update rather than the daily generic daily comment of “please wait for an update” - that will never come.

To summarise do not buy from this manufacturer, a warranty is legally there to protect the end user due to faulty goods caused by manufacturing defect, its law, clearly Electrolux give not a jot about warranty, they would rather ignore. If I was the MD of the Uk division of Electrolux I would be utterly embarrassed at reading this and the countless 1 star reviews but again, it’s maybe their culture to accept.

Moved into a new home with built in electrolux appliances. Washing machine spoilt within 3 weeks and took a week before the repairman came and then he had to go and return next day to have it fixed. Now fridge freezer stopped cooling but still has the lighting working 6 days ago on a sunday; no emergency customer care so had to wait until Monday and now repairman wont come till next Tuesday. How is this fair?! How are myself and my family supposed to feed? Most things belong in the fridge and if they’re not eaten then, they spoil. We had to get rid of a sizeable amount if cooked food and they only offer £75 for this and yet they demand a receipt. This is disgusting and I will file a formal complaint with their head office. How can we pay monthly insurance and yet not e still have to wait weeks for a solution without a suitable alternative offered?! What will spoil next?!

Terrible service, took over a month to get a replacement fridge freezer, left us without a fridge freezer the whole time, while offering only £75 to get a replacement, even though the fridge freezer broke within the warranty period. It took us actively chasing them to get any resolution, shocking customer services.

Disastrous customers support ,
They delivered the washing machine scratched in Dubai trying to convince me that this is how they took it out from the box.
Their delivery drivers are rude and disrespectful .

Ordered a washing machine which arrived without legs/feet. Called to ask Electrolux to send the feet. I got no apology and was told that the feet would be ordered and could be with me within 10 working days. I asked if they could be sent priority and was told very firmly that parts are not sent out priority. I explained that this should have been part of the initial delivery but received the same scripted answer. What really rotten customer service.

Will never buy Electrolux / Zanussi again. Dangerous appliances and no duty of care for customers.

The molded plug on our 2 year old integrated Zanussi ZDLN1512 dishwasher caught fire. We were very lucky that the kitchen and house did not go up in flames.

Having reported this to Zanussi along with photographs of the damage they arranged for an 'Engineer' to attend our house. I was expecting a repair to the dishwasher to make it safe given the fact that it was faulty, dangerous components in the Zanussi/Electrolux product.

When the engineer did arrive from a company called Pacifica, he explained he was only instructed to carry out a visual inspection of the dishwasher and take photographs and report back to Electrolux. The engineer confirmed that it was most likely a faulty plug and that Electrolux's policy was not to replace faulty cables. When I asked what was to happen he suggested that I should replace the faulty plug by cutting it off and putting a traditional, non-molded plug on myself and replace the damaged socket myself.

I am technically confident to do this but hardly safe practice.

I would be interested to know if anyone else has had similar experiences with them?

STAY AWAY FROM ELECTROLUX. I bought an Electrolux under counter freezer 2 years ago. It broke down a few months after the warranty expired. Having spent over €600 on it, I would have expected it to last 10+ years. I explained to Electrolux that I had also purchased 2 Electrolux Pyro Ovens and an Electrolux Dishwasher along with the freezer and wondered if they could offer a good will gesture. They said "NO!". My advise is stay away from this brand. The are a JOKE...

I have a Whirlpool fridge freezer running for 20 years without an issue. My recommendation is stay away from Electrolux and look at Whirlpool or other brand appliances.

Købte nyt komfur for 3 år siden, det er brugt i 1.5 år (vi bor i kolonihave i sommer månederne) og nu varmer ovnen ikke korrekt. Electrolux skrev blot at jeg kunne bestille en tekniker hos dem - for egen regning.
Havde dog en forventning om at et komfur virkede i længere tid end under 2 år ...
Kan IKKE anbefale detter mærke.
54698 Electrolux komfur EKK60500OW

I bought a new stove 3 years ago, I've used it 1.5 years since we live in the "kolonihave" during spring/summer. Now the oven doesn't heat properly, and Electrolux just tell me to pay for the reperations. Imagine a stove only working for less than two years!!!
I CAN'T recommend this brand.

My Electrolux washing machine needed a service visit, when the technician came and he did not fix anything at all, but declared it was not a product failure. The next day, I received a bill 1800 dkk for this visit. It is half of the machine price bought from new. And it is within 2 years guarantee. I would never recommend this brand!

I have had an Electrolux oven for 4 years. I am now replacing the rubber insulation band that seals the door for the second time. Electrolux charges CHF 55 (EUR 55, USD 60) for this simple thing that keeps burning/breaking. Plus 16 handling fee.

Customer service is terrible. 1.5 hours to speak to someone. 3 times cut off, left 2 voicemails. Only managed to speak to someone when making a complaint.

I think a 1 star is too high. I am soo tired of repeating the issues I have faced so won’t leave a long message but the products are poor and the aftercare is even worse than their products. The most awful customer service I have ever encountered and if they send you to Pacifica for the repair, don’t expect anything better than Electrolux. BUYER BEWARE

Zanussi integrated F/F faulty from day 1. Long story but after first being told I was using it wrongly?? I’ve had 7 service calls with 3different components replaced all to try and cure the original fault, none of which have worked. Because it will work for a short time following a repair it has taken 3 years to try and find the fault and they can’t, they now to tell me that because it’s out of guarantee they won’t exchange it. It has never worked correctly so it wasn’t of merchantable quality from day one. I’m left with a supposedly frost free f/f which ices up in the fridge and freezes food in the salad drawer. I’ve always had Zanussi appliances (now owned by Electrolux) but never again. Their after sales stinks.

Do not buy!!! Wish I read reviews before purchasing.
I’ve got 6 of Electrolux appliances in my new house and all they do is brake!!! We’re only 6 months in our new home and all we’ve had is issue after issue.

Also The customer service team are absolutely shocking!!!!

If you need anything looking at / fixing they give you a 3 hour time slot the evening before at 9.30pm+!!!! If you can’t make there EXTREMELY late notice call out app you have to basically deal with a broken appliance .

If your both self employed like we both are , you don’t stand a chance of getting anything fixed , we’ve lost sooo much money since moving in because of this rubbish company and having to take days off for broken appliances which I’ve made clear to them but apparently nothing they can do.

Unless you want broken appliances and have got allllllll the time in the world to wait in for appointments DO NOT BUY.

glass on hob split in two they wont replace it. the faulty product is in warranty but they have small print that covers them because they know its a terrible product. I feel ripped of by them and IKEA

It is noteworthy that this company makes no attempt to respond to reviews on Trustpilot of any of its products under the various trading names it uses. Customer service is just not in the company culture - they dont reply to letters, e-mails or telephone contacts. The managing director in Stockholm also ignored a courteous letter commenting on a product I had purchased. I laboriously read through the Electrolux annual report - not one mention of customer service anywhere - just a comment about how it is trying to make more money through repairs!

After a negative experience with a Zanussi washing machine which failed on the day of installation and complete failure of Electrolux to help, I resolved never to buy another Electrolux product again. However I recently had a problem with an AEG cooker, which was three years old and I had purchased before my Zanussi experience. To be fair it had performed well until this problem which I suspected was caused by a defect in the element of the upper oven. I went on line to book a repair which of course would not be under warranty. I filled in all the details and was surprised to be asked to register the product - something I had done at time of purchase. After doing that the page stalled with no explanation. This occurred on three later occasions so I then followed the route of booking a repair through their on-line chat. After posting my message, I waited, and waited and waited and waited until eventually giving up after 30 minutes. Finally I tried telephoning to be greeted with a recorded announcement saying "they were changing their spares arrangements" and the call might longer than usual to be answered. Needless to say I was cut off before anybody responded.

I contacted a local repairer who sorted the problem quickly after procuring a replacement element.

Never buy Electrolux - they trade under AEG, Electrolux, Frigidaire, Molteni, Westinghouse, Zanussi, Parkinson-Cowan, Kelvinator and some others. Also be wary of buying from John Lewis and others who frequently badge Electrolux products as their own.

HORRIBLE SERVICE, THEY STEAL YOUR MONEY
I had the worst experience with your engineer! Not only that he was totally useless, unhelpful, he insulted me without any shame at all! A lady home on her on, he even attempted to walk up to me!!!

I've contacted Electrolux to get the fridge repaired in the flat i moved in. Firstly they couldn't even help me to find out if the fridge was still under guarantee although i gave them all the details. They charged me £159 to send a service and the person said he doesn't think he can fix it even he was just at the door without checking the fridge!!!!!!! He opened the door and said I need a new one, this can't be repaired as we can hear the water gargling sound! The contact could easily ask me if there was an issue like that but they STEAL YOUR MONEY to supposedly send a service. £159 wasted and trashed for no service!!!!!!! NEVER SEEN ANYTHING LIKE THIS!
I tried to contact the customer service a few times, waited on the line for 25-30mins each time and your rude customer service was not helpful. They always said it’s not their department who deal with it, whichever department i called.
I hope your business doesn’t carry on anymore and you do not harm other people!

I cannot describe but will attempt to how useless Electrolux customer service is. Our AEG oven was tripping continually for 3 years until it finally stopped working. We had their 3rd party engineer company out (Pacifica) to fix it. He discovered the harness at the back of the oven had actually melted! We waited 2 weeks with no working oven and he returns but hasn’t been sent the necessary parts to fix it. So he rings their engineers who say the harness has melted and they say they cannot see that in the pictures, which show it clearly has! So we cannot get a replacement. I complain to customer services to be told they cannot do anything but will send me £75 to buy a temporary appliance (I kid you not). I say why do I want to buy another appliance, why would I have 2!? Pacifica call again and say they will come back a 3rd time but this will be almost 2 weeks since their last visit. Meanwhile almost 2 months later after spending £800 on an oven it still doesn’t work, they won’t replace it, it is a possible fire hazard / design flaw and their customer service want me to buy something else. Absolutely useless and what is worse they don’t actually care.