Warranty case Electrolux - they don't seem to care

[Schoggibueb]

Bought a washing maschine at Boonthavorn in February 2024. Beginning of Otober electronic problem showes up - it was clear for me that it was either the display or motherboard causes the problem. Reported to Boonthavorn - 2 weeks later 2 service technicians showed up. After checking they came to the same conclusion. Said it would take up to 2 weeks to get the spare parts. So far so good - nothing to complain from my side.

 

After another 2 weeks I requested an update about this issue. The answers I get from customercarethai[at]electrolux.com are useless phrases like

 

"We really do apologize for the inconvenience caused to you.

We have checked that it is now on the process of comparing the parts with the model in the warehouse.

However, the spare part team will be updated again on the working day within 02.12.2024."

 

My question is in general - 2 years warranty - but absolutley useless it seems.

 

Does somebody have an idea what I shall / can do?

 

Thanks in advance for any input.

[treetops]

4 minutes ago, Schoggibueb said:

Does somebody have an idea what I shall / can do?

 

Use a laundry or hand wash.

[Crossy]

Not really, just keep applying the pressure.

 

We had an issue with a Samsung washer (it kept blowing up main boards. There's a thread on here somewhere). Eventually we got our money back from Samsung.

 

We bought an Electrolux!

Cue Twilight-Zone music  

[scubascuba3]

My Electrolux Induction hob has been flawless for 4 years so far, so they must make good stuff

[Schoggibueb]

1 minute ago, scubascuba3 said:

My Electrolux Induction hob has been flawless for 4 years so far, so they must make good stuff

I had in Europe stuff from Electrolux - no complaints. I also understand that things - especially electronics - can break. Worked as a technician on Lab equipment - so for me it is absolutley understandable.

 

My question is what I can do to get this issue solved. A big company like Electrolux with this kind of reaction is not what I expect(ed).

[petermik]

3 minutes ago, scubascuba3 said:

My Electrolux Induction hob has been flawless for 4 years so far, so they must make good stuff

Aaah.....but it does`nt do the washing does it......

[scubascuba3]

3 minutes ago, petermik said:

Aaah.....but it does`nt do the washing does it......

off topic you aren't helping, any useful advice for the op?

[Schoggibueb]

What role does Boonthavorn have in this matter? They are only the dealer, so I guess they can ignore this too?!

 

[stubuzz]

I had 2 sets of technicians come out from this company to look at my washing machine and they were not interested in fixing it or admitting it was knocking even when it was knocking while they were there!

I told the second crew to leave without putting the machine back together and I fixed it myself. The grease in the dampers had dried up. I removed them and re-applied damper grease and the knocking noise has gone.

[transam]

Sorry, off-topic, but my 7 y.o Samsung wash machine packed up, power on, nothing............😢

 

So, started pulling apart to get to the motherboard, spotted a tiny brown, perhaps, burn mark on it, hmmm, got on Lazada, punched in the part number, it was there, various prices, but found one for 550bht, I thought, no way, it's too complicated, and a new part.

Ordered it, fitted it, all working again.............

[Schoggibueb]

5 minutes ago, transam said:

Sorry, off-topic, but my 7 y.o Samsung wash machine packed up, power on, nothing............😢

 

So, started pulling apart to get to the motherboard, spotted a tiny brown, perhaps, burn mark on it, hmmm, got on Lazada, punched in the part number, it was there, various prices, but found one for 550bht, I thought, no way, it's too complicated, and a new part.

Ordered it, fitted it, all working again.............

I checked already what a display and a motherboard costs if I order them myself. It's about half of the price of the machine. And NO warranty on them, as exactly these spareparts cannot be ordered over official dealers...

[transam]

Just now, Schoggibueb said:

I checked already what a display and a motherboard costs if I order them myself. It's about half of the price of the machine. And NO warranty on them, as these exactly spareparts cannot be ordered over official dealers...

I thought the same, thought a new machine, until I doodled on Lazada........😋

[Schoggibueb]

1 minute ago, transam said:

I thought the same, thought a new machine, until I doodled on Lazada........😋

I hvae doodled on Lazada - Sir.

[transam]

1 minute ago, Schoggibueb said:

I have doodled on Lazada - Sir.

Great, think I started with Google, punched in the board part number, it was there, many hits, the Lazada hit caught my eye, the rest is history.

I have repaired many things via Lazada, most parts came from China costing silly money, though about 10 days to turn up....☺️ 

[recom273]

I bought a Teka oven from Boonthavorn. The thing just stopped working as it should after a year. I spoke to Teka and they said they would get someone to me within 2 months. I went a little crazy and in the end they sent some generic repair man who told me he was around the corner at 1:00 PM and finally showed up at 7:30 PM. He got sent away. Boonthavorn gave me my money back and I bought an Electrolux oven from them.

 

This also went wrong couple of months back, rats nested in the wiring, when we were living in a rural rental. They referred us to a guy, he said he was busy, he finally showed up after 2 weeks, took away the oven and then returned it - before he left it was working, just couldn't touch it without a shock. He returned it and it and the thermistor wasn't working, it didnt turn off. When asked why, he said, he just serviced it, at a cost of 2000B, 800 which is service fee, I complained and refused to have the clown back in my house. They sent two guys from another district and they were good, took the oven away for 2 weeks.

 

I find Electrolux on par with all other companies - in the past year we have had dealings with LG, Hitachi and Electrolux - LG were the best. If you are really unhappy, speak to Boonthavorn, they are pretty good at solving issues imho.

 

 

[novacova]

Korean electronics tend to be a crapshoot. All of our appliances are Japanese and have yet to have any problems with any of them, not yet anyway.

[scubascuba3]

1 minute ago, novacova said:

Korean electronics tend to be a crapshoot. All of our appliances are Japanese and have yet to have any problems with any of them, not yet anyway.

Electrolux is Swedish according to AI Gemini

[transam]

4 minutes ago, scubascuba3 said:

Electrolux is Swedish according to AI Gemini

They have a factory in Rayong Thailand.....

[Liverpool Lou]

54 minutes ago, Schoggibueb said:

My question is what I can do to get this issue solved. A big company like Electrolux with this kind of reaction is not what I expect(ed).

They have told you that they are waiting for parts availability, and confirmed that in an update, what more could they do?   Why do you say that the warranty is "absolutely useless", it is nowhere near expiry and they are trying to get the parts...under the warranty!

[Liverpool Lou]

55 minutes ago, scubascuba3 said:

off topic you aren't helping, any useful advice for the op?

 

1 hour ago, scubascuba3 said:

My Electrolux Induction hob has been flawless for 4 years so far, so they must make good stuff

To quote you, off topic you aren't helping, any useful advice for the op?   

[novacova]

12 minutes ago, scubascuba3 said:

Electrolux is Swedish according to AI Gemini

Was referring to the off topic appliances 

1 hour ago, Crossy said:

Samsung

 

49 minutes ago, transam said:

Samsung

Don’t know anything about electrolux or teka 

[Liverpool Lou]

50 minutes ago, Schoggibueb said:

What role does Boonthavorn have in this matter? They are only the dealer, so I guess they can ignore this too?!

 

Who is ignoring the matter?   Electrolux are trying to source parts, aren't they?                             

[transam]

5 minutes ago, novacova said:

Was referring to the off topic appliances 

 

Don’t know anything about electrolux or teka 

Internals and operation are maybe similar, so, tell us all about Electrolux and/or Teka....🤗

[Schoggibueb]

1 hour ago, Liverpool Lou said:

Who is ignoring the matter?   Electrolux are trying to source parts, aren't they?                             

For a brand new machine which is still sold by Electrolux and official dealers they cannot provide me a schedule for spare parts? Really? They could pull one out from their warehouse and exchange it. That would be impressive and would keep me as a customer.

 

 

Or they could say for example "sorry for this, but the earliest will be in 4 weeks".

 

I get only blabla answers or the sound of silence from the spare part department. So I have the option to wait maybe for XXX months, or just buy a different one and dump the new Electrolux.

Giving information to your customer and communicate in a honest way is how it should work for a brand like Electrolux.

 

[GammaGlobulin]

I once had many problems with the Electrolux microwave I bought quite some time ago.

As is usually the case, even after I called the hotline, and sent many emails, a good resolution was not forthcoming.

 

But, if the washer is in warranty, then just continue to send emails, for documentation purposes to the Electrolux headquarters...Thailand.

 

What I finally did was to buy 3 more Electrolux microwave ovens so that, when one breaks, then I will have two working machines.

 

Also, I never buy anything but the cheapest of any brand of microwave oven.

These seem to be disposable products, and not worth the trouble of contacting/repairing.

 

After-sales service is not great around here.

 

So now, I do not buy anything unless absolutely necessary.

 

Just keep sending emails, even one per day.

Sooner or later, they will get tired of you, and do something to rectify the situation.

 

Once you get to 100 emails sent, then you might be able to copy them and send them to Electrolux Europe, or something.

 

One time when I did not get any response from a local name brand, an international brand, I just started sending copies to the country headquarters all around the world.  As soon as I did that, then I got some response from the local Thailand office.  Not sure if you might want to try that, however.

 

 

[scubascuba3]

8 hours ago, Liverpool Lou said:

 

To quote you, off topic you aren't helping, any useful advice for the op?   

and where's your useful advice? missing yet again

[SAFETY FIRST]

10 hours ago, Schoggibueb said:

Warranty case Electrolux - they don't seem to care

Bought a washing maschine

Go to the Electrolux office (I'm assuming Boonthavorn Pattaya) soi before BPH. 

 

I've given them a few faulty Electrolux items over the years, they just need to see your receipt, if they are unable to repair a new item will be issued. 

 

 

[Liverpool Lou]

5 hours ago, scubascuba3 said:

14 hours ago, Liverpool Lou said:

 

To quote you, off topic you aren't helping, any useful advice for the op?   

and where's your useful advice? missing yet again

I wasn't the one having a hypocritical go at another poster's comment and then doing exactly the same thing as you were!   And, by the way, I wasn't having a go at you for not providing any helpful advice, I was making an observation on your hypocrisy.   

[Liverpool Lou]

13 hours ago, Schoggibueb said:

14 hours ago, Liverpool Lou said:

Who is ignoring the matter?   Electrolux are trying to source parts, aren't they?                             

For a brand new machine which is still sold by Electrolux and official dealers they cannot provide me a schedule for spare parts? Really? They could pull one out from their warehouse and exchange it. That would be impressive and would keep me as a customer.

I agree, that would be impressive, albeit unlikely, but I don't agree that they should do that.   Which manufacturers have a new-for-old replacement clause in their warranties for products that are halfway through the warranty period?   None of them do, of course. The chances are that the replacement parts come from a third party supplier and are not made by Electrolux, hence the delay.  They've told you that they will repair the machine, that they're waiting on parts and they have updated you on the wait for those parts.   What more can they do for a used machine?

[Will27]

16 minutes ago, Liverpool Lou said:

I agree, that would be impressive, albeit unlikely, but I don't agree that they should do that.   Which manufacturers have a new-for-old replacement clause in their warranties for products that are halfway through the warranty period?   None of them do, of course. The chances are that the replacement parts come from a third party supplier and are not made by Electrolux, hence the delay.  They've told you that they will repair the machine, that they're waiting on parts and they have updated you on the wait for those parts.   What more can they do for a used machine?

I think you're being too kind to Electrolux TBH.

 

What they could, should do is just provide a new replacement.

A lot of companies would do that.

 

Expecting a customer to wait over 2 months for parts on a 2024 machine under warranty is unacceptable IMO.