By: John

John — Thu, 14 May 2009 18:10:11 +0000

(A copy of a letter I sent to Frigidaire) Last year my wife and I purchase our first home. Before we moved in we purchased all new appliances from Colder’s in Grafton, WI. We bought Gallery Series in the kitchen, range, microwave and refrigerator, and bought Affinity washer and dryer. We have had a few problems with the appliances. The washer ATF6000FS1; SN-XC81613771 has had some problems with the door and hinge. The door hangs down so we have to lift the door to close it. I called Customer Care at Colder’s and they sent someone out in about 10 days. When the technician was there he looked at it and said ‘yep, this is pretty common with these machines, I will get the parts ordered and we will give you a call when they come in’. (This is my first day missing work for the repair) A MONTH LATER, they call and a technician comes out to fix it. This time a different technician and realizes the first technician misdiagnosed the problem and ordered the wrong part. He then says that he is going to get the part ordered and then call when it is in. (This was my second day off of work) Now another MONTH goes by and NO CALL from Colder’s. On Sunday May 10th I went to start a load of laundry and went to close the door and the STRIKER on the door broke. I call Colderâ€™s Customer Care and the Representative says ‘yep your part is in’ I told her that because the door was hanging down that now another part is broken and they need to get the STRIKER before they send a technician out. I went on to tell her that this is ridiculous and it has been nearly 2 months and my washer is still not fixed and that I have had to take off of work every time a technician comes out to fix (not fix) my appliance. She called her Supervisor and explained the situation, she got back on the phone and ASSURED me that the technician would not only have the inner door part but also the striker and she then set up an appointment for 5/14/09. I asked that she either set up the appointment for first thing in the morning or early evening so that I did not have to loose any more money from missing work. She said she will try to do what ever she can. Wednesday night they call to confirm the appointment and they give me a 2 hour window for the appt., from 10a.m. to 12p.m., right in the middle of the day. NOW I AM FURIOUS, I live 32 miles from my job so it is not like I can just leave for a few minutes to meet the technician at my home. So now I have to take my 3rd day off of work to get this washer fixed. At 9:35 on 5/14/09 the technician calls me to say that he is about an hour away. When he got here he brought the parts in and realized that ONCE AGAIN, he does not have the right part, AND NO STRIKER. THIS IS ABSOLUTELY UNACCEPTABLE; at least with the STRIKER I can at least do laundry. We have been without our washer for 5 days now. I could have ordered the part online and had it sooner myself or went to another Factory Authorized Dealer in the area to get the STRIKER. I want some satisfaction here; this is the worst Customer Service I have ever seen from a Retailer in my life. I can understand someone dropping the ball once, and making a mistake, but 3 times, and all along it is costing me hundreds of dollars of missed wages. I could have hired a third party appliance repair company to fix it right the first time and it would have cost me less than it has now. This One Year Warranty is supposed to include Parts & Labor, but what about MISSED WAGES; I would like some satisfaction from Colder’s.

Comments on: More Colder’s Customer Disservice

By: John