Electrolux Avis 

To make it clear, this was about to be a 1 star review, like most on here it appears !! The Electrolux employee who rescued this review is called Sarah, but back to the beginning and the problems. I have a faulty AEG dishwasher and attempted to book a repair via Domestic & General (D&G), but I first called Electrolux to confirm the process, I needed to follow, they said I need to book it with D&G ( fair enough), So off I went and called D&G, this resulted in a catalogue of delays, virtual assistants and doom loop menu options, and to top it off, lines being cut. So sensibility ( I thought) I opted to book it on line via a text link sent by D&G. I spent 15 minutes registering to get to all my plans on line…. I then clicked on the button saying “ Book a Repair’’, it then gave me the telephone number for Electrolux and said to call them !!! Here we go I thought. It took a number of calls to various Electrolux employees to try and get out of this loop of frustration ! I then got through to D&G on the phone :) Joy !! Errmm No, I managed to get the only employee who clearly didn’t understand their own procedures as she put me through to Pacifica ( their repair arm), but oh no, this was not the end of my journey, I needed a job number from D&G, the previous lady did not mention that !. So off I go again back to the beginning, at this point I thought of simply burning the dishwasher and buying a new one was the way to go. Then In desperation I called Electrolux one more time… And a lovely lady call Sarah answered. She should be CEO ! She listened to my monologue and immediately took charge, within minutes I was put through to a great chap called Siya (sp?). The end result was a booked appointment for my dishwasher, up until Sarah the whole Electrolux experience was 1 star at best. I know not what job title Sarah has, but she should be a trainer, and the head of the team. She is exactly the type of person a customer service company needs to employ. If she reads this, thank you Sarah for going the extra mile.

CROOKS. All replacement parts are priced extortionately, much higher than competitors. Absolutely disgusting. Needed to buy a shelf, then a door and now a simple shelf trim which is a piece of plastic that runs at the end of the shelf. Everywhere it’s £5/£10. Electrolux it’s £25/£30. Crooks

I’ve been waiting 2 months now for my dishwasher to be repaired. It is not even a year old. It should be covered by the 2 year warranty. The service is really terrible.

Faulty (not fully broken) fridgeFreezer - IKEA branded, Yes in case you didn't know, IKEA appliances are actually Electrolux - if I had known I would not have bought. The subcontracted repairman spent about 10 seconds and blamed the kitchen installers for insufficient ventilation as the cause of the faulty appliance. ehm... the fault is only with the actuator sending refrigerant to the freezer circuit. That is actually inside the freezer compartment! Nothing to do with the compressor or the ventilation behind the cabinet!. No written report, no diagnosis of the fault, they just disappeared.
2 weeks later: a long phone call and I sent emails stating I don't care whether it's under warranty or not, can you just fix it? It's a 4yrs old, £950 appliance, I'm sure it's worth fixing it. No answer. Do they want me to buy Electrolux again? PLEASE ANSWER !!.

This review is a follow-up on my last one, and things are even worse!! Rang up twice to speak to someone regarding their terrible customer service, the first time the lady listened and seemed reasonably helpful, but ended up not finishing dealing with the matter and transfered me back to Pacifica (Repairers) who were typically unhelpful ! I think called Electrolux the other day and the call handler just cut me off and never tried getting back to me!! And I can see from the other comments on Trustpilot what outrageous customer service they have, and clearly can't even 'try' and sort this out. I will now be seeking legal action against them.

Wow, I thought this was a cool, reputable company especially seeing as my home builder installed their appliances in my home. Big misconception on my part. Horrible, horrid, time-wasting no-good company with the worst customer service I've come across in a verrrryyyyy long time. I don't even know that it can be described as CS. I had to rush jere to review and only consolation is that I can see from other reviews that I am not alone.

I purchased a Zanussi Cooker hood approx. 2 years ago and a small part that held the front switch panel on broke. I contacted the manufactures helpline and eventually they managed to identify the parts. Unfortunately they could not be purchased separately. To get the parts I required would cost £98 a complete new hood is £99 this is a totally unacceptable cost and I will be replacing it with another manufactures hood.

Fridge freezer combi, integrated. Electrolux blame the developer for not installing the cabinetry doors properly thereby leading to the freezer constantly frosting up. If that was so, then why does Electrolux have a specific page simply for “broken freezer drawers”?

Terrible company to deal with and absolutely disgraceful customer service. If your appliance is under warranty, forget about it being fixed or replaced!

5 failed attempts to repair our washer dryer. Finally got to work for the 6th time. Now just only after few weeks from repair, washer dryer did not work again. Clothes were stucked up inside with no hope of getting them out in another few weeks time.
IF YOU VALUE YOUR MONEY, PLEASE DON’T BUY ANY OF THE PRODUCTS FROM ELECTROLUX.

Waited a month for a repair visit - spent £100 on camping gas cooking over Christmas. No repair scheduled and Electrolux won’t refund without receipts. How do the think people cook without an oven? Our hob breaks constantly, had to be replaced and still breaking. Once month waiting for parts and still no visit scheduled. Already £100 out of pocket plus we actually pay product insurance every month - and have done for years

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.