I worked for a big company (+80'000 employees worldwide) as a lab technician. We also had during corona-times big problems in availability on certain spare parts for certain measuring cells of older models.

The message from our management was cristal clear. It is a MUST to inform the customer honestly and straight forward. After 2 weeks we technicians were able to escalate the case to a higher management level.

Communication with the customer is half of the job.

6 minutes ago, Will27 said:

25 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?

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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.

Really? Name one that has that policy on an item halfway through its warranty period.

3 minutes ago, Liverpool Lou said:

Really? Name one that has that policy on an item halfway through its warranty period.

It doesn't have to be policy.

One would call it good public relations.

 

You're making excuses for them when that's not the customers problem.

Again, waiting over 2 months on a new machine is unacceptable.

Edited December 5, 20241 yr by Will27

3 hours ago, Liverpool Lou said:

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.   

still no useful advice, give it up

On 12/4/2024 at 6:19 PM, stubuzz said:

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.

This is the sad ending to so many of the things I purchase here.

That's why I choose many times to just tackle the problem myself rather than wasting time with the people that are so called experts on the problem. If nothing else it gives me it a reason to buy more tools!

6 minutes ago, RocketDog said:

This is the sad ending to so many of the things I purchase here.

That's why I choose many times to just tackle the problem myself rather than wasting time with the people that are so called experts on the problem. If nothing else it gives me it a reason to buy more tools!

No experts were involved, just a couple of dodgy technicians from the department store. 

 

The OP should have called Electrolux (the experts), they've always solves my issues. 

 

That reminds me when I purchased a well named expensive toaster it gave up after a week I took it back to a very well known Thai store and the guy preceded to bang it shake it shout at it this went on for a good 30 / 40 minutes  before deciding they wanted to take it apart I told them no way I wanted it replaced or a refund they then told me they didn’t have one in stock but I could have one in 10 days in the end I managed to get a full refund overall I was there for two hours !

42 minutes ago, crazykopite said:

That reminds me when I purchased a well named expensive toaster it gave up after a week I took it back to a very well known Thai store and the guy preceded to bang it shake it shout at it this went on for a good 30 / 40 minutes  before deciding they wanted to take it apart I told them no way I wanted it replaced or a refund they then told me they didn’t have one in stock but I could have one in 10 days in the end I managed to get a full refund overall I was there for two hours !

That's all Thai-style, you can't expect much in Thailand when it comes to aftercare, unfortunately.

On 12/4/2024 at 6:55 PM, scubascuba3 said:

Electrolux is Swedish according to AI Gemini

Well, it started in Sweden, but they have bought up other companies around the globe so not that much Swedish!

 

Here we have a Hitachi fridge and at home in Sweden, we have the simplest version of Samsung's fridges. No problem yet (the Hitachi is around 13 and the Samsung is 3-4 years!). The dishwasher here is dead, and the one at home is an excellent Bosch.

A big Thank You to everybody who gave good inputs on my question. After bothering them every day whith a mail Electrolux has finally given me a (possible) time line until the spare parts might be available at the warehouse(!). Between 2 - 4 weeks came from BKK headquarters and via Line I got the info that it should be about(!) next week.

We decided now to buy an LG washing machine and keep the Electrolux as a spare (if it should be repaired).

I will give a last update on this matter when the machine is fixed.

 

Thanks again for your efforts.

46 minutes ago, Schoggibueb said:

A big Thank You to everybody who gave good inputs on my question. After bothering them every day whith a mail Electrolux has finally given me a (possible) time line until the spare parts might be available at the warehouse(!). Between 2 - 4 weeks came from BKK headquarters and via Line I got the info that it should be about(!) next week.

We decided now to buy an LG washing machine and keep the Electrolux as a spare (if it should be repaired).

I will give a last update on this matter when the machine is fixed.

 

Thanks again for your efforts.

Terrible from Electrolux.

 

We Just bought an LG washing machine as well, after the previous one was still going after 10 years.

 

I purchased an Electrolux vacuum that lasted all of 8 months.

I wouldn't buy their stuff again.

 

I know people will come on here and swear by them, but you can only go on personal experience. 

Finally the spare parts were delivered and replaced today. To clarify: The service technicians made there job correct.

Anyway - Electrolux lost me for sure as a customer after this experience with the "customer care" (backoffice) and the availability of spare parts for a machine less than a year old.

Thanks again for the helpful hints.

So for me this topic is now closed.