Multiple broken belts since purchase- Poor service
Submitted by JJED -
5/13/2020
We purchased this dryer in 2018. Within a couple months, belt broke...A normal load of sheets got stuck in the front area of the dryer, near the lint trap part. Since it was bound up, the belt broke. I called Electrolux. They sent out a service provider, who replaced the belt & spent a long time on the phone w. Electrolux engineering to determine if this was a known issue and if there is a known repair, beyond a belt replacement. Total time down, with a dryer: 1+ week. A couple months later....same issue, same poor resolution: electrolux call, belt replacement, call with engineering, no resolution. Was assured by Electrolux that my issues had been documented and that warranty would be extended, and that if happened again, unit would be replaced. Called them when it happened again, but they reneged on their commitment, and punted to Home Depot. I engaged Home Depot Warranty department, as I had spend a lot of money on an extended warranty. At that point, belt had broken a THIRD time and they sent out someone...who again, replaced belt and provided documentation to Home Depot. They refused to acknowledge and honor the service providers documentation that that unit was defective and that the issue could not be repaired. Warranty tag line is "if we cannot repair it, we'll replace it"...but that is boloney. SO disappointed in Electrolux and Home Depot. 4th belt failure - no help from home depot, beyond "we'll repair with another belt". Went back to Electrolux...they collected all the information and FINALLY agreed to replacement, BUT--since it was past the initial warranty period, I have to pay an installer for delivery + installation of the replacement+ haul away. They don't care about the well documented history of this issue, dating back to weeks after purchase, my multiple requests for replacement while under manufacturer warranty, OR the cumulative MONTHS that I've been unable to do laundry, OR the guarantees that warranty would be extended due to issues that were documented from the very beginning. I am outraged at being asked to pay hundreds more dollars, or ANY MONEY to deal with this issue. Total time without laundry (waiting for service providers, belt orders, replacement): 3 months & still counting! Hopefully, the same model that they send me (which they say was manufactured in 2020) does NOT have this issue...but no assurance of this. Electrolux claims there is no documented issue with the design, but Home Depot website now has LOTS of reviews that cite this design flaw and defect...where clothes get stuck in the lint trap, leading to issues including belt failure. It is a known issue, but what is unknown is if has been fixed in the design. It is unethical for them to say that it isn't a known issue, and that they don't know if the design has been updated. What?!?!? Electrolux needs to acknowledge this issue and advise if there is a different design in 2020 to resolve this defective unit design. Electrolux needs to honor the fact that they produced a defective model, and replace it without any cost to customers that have recurring issues related to your defective design, especially when there is documentation of issue, dating back to when purchased. If the design has not been updated, they need to supply a different model.
Originally posted on electroluxappliances.com
No, I do not recommend this product
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