Thank you so much for promoting your Electrolux kitchen appliances over the past few years as premier appliances that will make me (and my kitchen) even more amazing.
I spent four months–May through August–researching a new refrigerator to replace my 9 year old Maytag which had been making noises for about 5 years. During its time in my house, the Maytag had 2 product recalls, had a compressor replaced at the 4 year mark, and the 2nd compressor was failing as well–the refrigerator temperature was off (same as the first compressor failure) and the refrigerator made an almost-constant “popcorn popping” sound in the back of the fridge. The popcorn became a “normal” background noise in our house for the last 3 years.
My job as VP of Domestic Affairs is to find appliances for home that will be reliable as well as suit our growing family and my our needs. Hence the four monthsof research. I quickly learned that unless I went with a french door refrigerator, there are very few side-by-side models to match the 27.3 cu ft Maytag I would be replacing. I would be going (slightly) down in size. OK, I can live with that. Looking at all the possible model choices on-line wasn’t good enough for me. I have to get touchy-feely. The week of July 11th, while my boys were at Church camp, I spent 5 days from 9am-12pm, driving to various appliance stores in the North of Boston area, getting “touchy feely” with refrigerators. I asked LOTS of questions to several appliance salesmen. I kept changing my mind. I read HUNDREDS of reviews online. I couldn’t decide if only the bitchy, cranky people posted (negative) online reviews (and hence the happy appliance owners didn’t post reviews) or if there were just THAT MANY DUDS out there. I was experiencing INFORMATION OVERLOAD.
Finally, after our vacations were over, I knew it was time to make a decision. I narrowed it down to the $2000 Electrolux IQ Touch side-by-side refrigerator and a $1600 Kitchenaid Architect series side-by-side. I honestly couldn’t decide. They both had features I liked….and didn’t like. Either refrigerator met most of my criteria. The $400 difference really didn’t bother me–it was more a question of getting what would work best for our family. In the end, Hubby decided on the Electrolux because it would match our new range and microwave.
I went to Barron’s Appliance in Salem, New Hampshire to buy it. From all the appliance stores I had visited, this store had the best selection, and a salesperson that I decided I trusted. I had paid Mr. Bill at Barron’s three visits with LOTS of questions (he was impressed with my research and knowledge), as well as 2 additional phone calls.
On August 17th, I ordered and paid for the Electrolux IQ Touch refrigerator–to be delivered on Wednesday August 24th.
On August 25th, about 24 hours after delivery, my BRAND NEW refrigerator starting making the SAME FREAKING POPCORN POPPING SOUND as my old Maytag. Actually, I didn’t hear it at first, because I was so used to the “background noise” that it had become. Hubby pointed it out to me. My eyes popped out of my head. It couldn’t be, could it?
We heard it again Friday morning, and intermittently throughout the day. We left in the afternoon and didn’t return until evening–when we heard the popping again. I know, I know….at this point I should have called the store. But in both of our minds, we were hoping the refrigerator was just “breaking in.” Saturday and Sunday we were hit by Tropical Storm Irene–we were home most of Saturday and all day Sunday–listening to our refrigerator pop.
Monday morning, I called my salesman, and explained the situation. He said “Hold on” and transferred me to the Repair center. The earliest appointment I could get was Thursday morning. Really? Is this how it’s going to be any time I have a service call–a 3 day wait? They said it was an increase of calls due to the storm. I was skeptical, but what do I know?
Between Monday and Thursday, the refrigerator started to make MORE NOISES. A HISSING SOUND, as well as a LOUD FAN. When the fan finished its cycle, there would be a LOUD CLICK. Oh yeah, the popcorn noise continued. (I was able to record that sound on my iPhone)
Thursday morning, Mr. Service Guy comes around. Checks out the entire interior of the fridge/freezer. He hears my popcorn recording. During his visit, he actually HEARD THE HISSING SOUND. (YAY). He asks me for my user’s manual; I hand it to him. He flips to page 31, where he proceeds to show me an ENTIRE PAGE titled “Normal Operating Sounds and Sights.” The opening paragraph reads: “Understanding the Sounds You May Hear: Your New, High Efficiency Refrigerator may introduce unfamiliar sounds. These sounds normally indicated your refrigerator is running correctly.” Then it lists thirteen of the “possible new sounds.” My Brand New refrigerator makes four of those sounds. Four out of thirteen.
Mr. Service Guy basically said my refrigerator is running normally because the temperature in the fridge and freezer are correct. Electrolux (and other manufacturer’s, I have learned) put a CYA page listing “new” noises. AND THERE IS NOTHING HE CAN DO. Period.
I talk it over with Hubby. He’s disappointed, but says “If it’s normal, it’s normal. We’ll learn to live with it.” Whereas I am sick to my stomach that a $2000 refrigerator is making POPPING, HISSING, CLICKING noises straight out of the box.And there’s nothing that can be done. Somehow that’s not good enough for me. How can I trust this new refrigerator when it sounds broken to me?
Friday morning, September 2, I call Electrolux hotline. I speak to Charles, employee #7402, who is somewhat sympathetic after my rant. He agrees that a new refrigerator should not be making so many noises. He states he will contact Appliance Repair Center to contact me by the end of the day to schedule another appointment. Imagine my surprise, when no one calls on Friday….or Saturday.
On Sunday Sept 4, I take a chance and call Electrolux again. This time I speak with Natara, employee #1786, who does find a record of me calling Charles…..but who DID NOTHING. And because it’s Sunday AND a holiday weekend, the Appliance Repair Center can’t be contacted until Tuesday morning. Thanks for nothing, folks.
And what about the store? Well, they have a 7-day return policy WITH a 20% restocking fee PLUS the cost of re-delivery. That’s over $500. Are we willing to eat the cost? Hubby’s not. (He’s afraid the next fridge will make noises too. Then what?) I think I am. And I think/hope I can fight the 7 day policy since I was handicapped by the storm and the holiday weekend and Electrolux’s incompetence.
I just don’t know what to do.
I invite the Electrolux Exectuives, Mr. Jack Truong, the new CEO of Electolux Appliances of North America, and Electrolux CEO/President Keith McLoughlin, as well as Ms. Kelly Ripa to come spend a few hours in my home and let me know if the noises they hear coming from my AMAZING new fridge are “normal.” I’m sure if this unit was placed in their multi-million dollar home, it would be replaced within hours.
Sincerely,
The VP of Domestic Affairs