My Electrolux refrigerator doesn't work. Can you fix it?

The Electrolux refrigerator Gayle Douglas bought doesn't work -- and it never has. How many times should the company attempt a repair before it replaces or refunds the appliance?

Question

I bought a new Electrolux refrigerator last fall. The refrigerator has not worked right since it was hooked up. The temperature does not adjust right, and it freezes anything under the ice maker or anywhere near the back of any of the shelves and the crisper drawers.

I bought a set of refrigerator thermometers so I can see what the actual temperature is, and they range between 29 and 34 in the refrigerator, with the control set for 40 degrees. A sheet of ice is behind the crisper drawers, and ice is built up on the ice maker in the bottom freezer. 

I've lost a Iot of food because it froze. 

I have called Electrolux's warranty department numerous times. I have had eight visits to our house by two separate technicians to try to diagnose and or fix this refrigerator. They have replaced the rear tower twice and the seal that connects the refrigerator to the freezer five or six times, but it hasn't fixed the problem. 

Electrolux sold me a lemon, and I feel I am just being strung along until the warranty expires. I would like to be refunded the $2,100 I spent so I can get a properly working refrigerator. Can you help? -- Gayle Douglas, Richland, Wash.

Answer

Electrolux should have given you a problem-free refrigerator. And if it couldn't, it should have fixed your appliance quickly. 

But eight visits by a technician? Come on!

As I've noted in previous stories, manufacturers like Electrolux strongly prefer repairing appliances to replacing or refunding them. And the reason is simple: It's less expensive.

What should you do if your Electrolux refrigerator doesn't work?

If your Electrolux refrigerator isn’t working and the company isn’t budging on a refund, you’re not alone. Many consumers find themselves in this frustrating situation. Here's how to get it resolved.

Make sure your Electrolux is broken

Before diving into potential refunds or replacements, it’s worth checking if you can fix the problem yourself. Here are some steps to troubleshoot:

• Check the temperature settings. Ensure your fridge is set to the right temperature—ideally around 4°C (39°F) for the fridge and -18°C (0°F) for the freezer. If you’ve just plugged it in or loaded it with groceries, give it about 12 hours to stabilize.
• Inspect the door seal. A damaged or dirty door seal can cause cooling issues. Make sure it’s clean and undamaged, and that the door closes correctly.
• Verify the airflow. Overloading your fridge can restrict airflow. Avoid cramming too much food inside, and ensure there’s space for air to circulate.
• Check for blockages. Ensure that vents inside the fridge aren’t blocked by food items, which can lead to uneven cooling.
• Level your fridge. Make sure your refrigerator is level. An unlevel fridge can prevent doors from sealing properly, which affects cooling efficiency.

If these steps don’t work, consider contacting Electrolux customer service or a certified technician for further assistance.

What to do if you can’t get a refund

If troubleshooting doesn’t resolve the issue and Electrolux refuses to issue a refund, here are some actions you can take:

• Document everything. Keep detailed records of all communications with Electrolux. Note dates, times, and what was discussed. Take pictures or videos. This documentation will be important if you escalate your case.
• Appeal through multiple channels. Sometimes, contacting customer service through different platforms -- like chat, email or social media -- can yield better results than phone calls alone.
• Don't forget the retailer. If you purchased the appliance through a third party, you may have additional protections or warranties. Also, check your credit card to see if your purchase is covered (sometimes, it is).
• Call an advocate. No one should pay for an appliance that never worked. Our advocacy team is happy to help if we can.

By taking these steps, you can work toward either restoring your refrigerator or securing a satisfactory resolution from Electrolux. Remember to stay persistent and advocate for your rights as a consumer.

How you fixed this nonworking Electrolux refrigerator

You should give an appliance manufacturer the opportunity to fix a problem with your new appliance. By "reasonable" I mean two or three chances. After that, you have every right to request a replacement or a refund.

You kept an excellent paper trail between you and Electrolux. It's painful to read. You repeatedly asked the company to fix your refrigerator, and it repeatedly offered excuses and delays. I really don't understand how or why Electrolux would test your patience like this -- unless, of course, it were profitable.

Sometimes, an appeal to someone higher up the food chain can yield better results. I publish the names, numbers and email addresses of the top customer service executives at Electrolux on this site.

You reached out to my consumer advocacy team. I contacted Electrolux on your behalf. A representative responded directly to you.

"We apologize for the issues you are having with your current appliance," he wrote in an email. "We feel the best means of offering assistance would be to buy back your appliance on a prorated basis. Based on the purchase date and the original purchase price, we are offering to buy back your appliance for 100 percent of the original purchase price."

You received a full refund from Electrolux.

Christopher Elliott is the founder of Elliott Advocacy, a 501(c)(3) nonprofit organization that empowers consumers to solve their problems and helps those who can't. He's the author of numerous books on consumer advocacy and writes three nationally syndicated columns. He also publishes the Elliott Report, a news site for consumers, and Elliott Confidential, a critically acclaimed newsletter about customer service. If you have a consumer problem you can't solve, contact him directly through his advocacy website. You can also follow him on Twitter, Facebook, and LinkedIn, or sign up for his daily newsletter. 

This story originally appeared in the Elliott Report under the headline, My Electrolux refrigerator doesn't work. Can you fix it?