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Businiess name:
Posetek Air Conditioning Services
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Review by:
citysearch c.
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Review content:
We were called out to the consumer's home to repair an Electrolux microwave oven under the original OEM warranty. When the service technician arrive, he noticed the latch assembly on the drop down door was damaged. He ordered the replacement parts and a few days later it was repaired. A short time later the consumer called us and stated that the unit had broken again. We went back out and low and behold he was correct. The same parts were again damaged. We ordered them and repaired the unit again for him. A few days later, he called and said the same parts were broken for a third time. We knew this appliance was a high end unit costing over $2,000 so we directed him to the Electrolux customer support team. Electrolux determined that the unit should be replaced in order to promote customer satisfaction and brand loyalty. They exchanged the unit with a brand new one. They installed it and a few days later he called again stating that the same problem had happened with his new one. We went out again to service the new unit and found the exact same parts as the old unit were broken on the new one. The technician asked him to please show him how he clossed the microwave door. According to our tech, the consumer slamed the door of the unit. Our tech told him that he had to use a gentler touch closing the microwave door. Well he said the design was defective and he was not to blame. We explained the situation to Electrolux and they deemed the incident as customer abuse and would not cover the repair to the unit. Electrolux produces thousands of these units per year. We are the factory service providers for them and have hundreds of those units in our service area. We have never ran into this situation with this model microwave. If the unit was built with a defect in the latch, we would have had hundreds of complaints with the same issue as his. We as a service company went above and beyond to make sure the consumer's issues were addressed by Electrolux. We fixed his old unit several times at no cost to him. We facilitated his contact with Electrolux. Electrolux exchanged the old unit and installed a brand new one for him. He continued to experience the same exact problem with his new one. We tried to help him as much as we could but we cannot in all fairness, condone the way he operated the door of the unit. We run 60-70 calls per day and we are the highest rated A/C and Appliance service company in the SW Florida region. We strive to deliver a cutomer centric service experience to each and every consumer we service.
I am saddened to know that the consumer's experience was not a good one, but we as a service company and the Electrolux Corporation are not blame.
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