5 On Your Side

Defective refrigerator replaced after multiple attempts to fix

Posted January 7

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— A broken refrigerator isn't cool, but it can be even more frustrating when the appliance is brand new.

When Christy Moore bought a new Frigidaire, she expected it would replace the old one in her house. Then the new one stopped working, so it sat right across from the old one.

"Do you know how many times I go to this fridge and open it, and then turn around and have to open this one?" Moore said.

After months of frustration and going back and forth with Frigidaire trying to get the new refrigerator fixed, Moore emailed 5 On Your Side for help.

The problems started just four months after she bought the Frigidaire at Lowe's Home Improvement for $800.

"It's about like an air conditioning unit, coming out of a vent," Moore said.

Moore said she made dozens of calls and sent emails to Frigidaire's customer service. After multiple repairs, though, it still didn't work.

"They just couldn't find anything," Moore said. "They just kept replacing the parts."

After the many service calls, the repairman wrote "the unit is not repairable." Yet, the next month, Frigidaire tech support told the repairman to "start from scratch" and "replace all the same parts."

"I would like to blow holes in it with a gun, personally," Moore said laughing, "but then it will never get replaced."

Moore also contacted Lowe's, which she says told her they couldn't help because the unit is still under the manufacturer's warranty.

"I feel like I have to give blood samples," Moore said. "Whatever they need, I've done."

5 On Your Side contacted Frigidaire's parent company, Electrolux, numerous times. The company responded saying it would reach out to Moore, but so far no one has.

When 5 On Your Side contacted Lowe's Home Improvement, though, it quickly stepped in and replaced the refrigerator with an upgraded model.

"That's all I want," Moore said. "I just want one working refrigerator that I paid for."

3 Comments

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  • Scott Householder Jan 9, 2016
    user avatar

    Avoid Frigidaire as it is the bottom of the barrel, Hotpoint as well. Both used to be decent..ohh, about 20 years ago, but no longer.

  • Karen Orndorff Jan 8, 2016
    user avatar

    My Mom had a similar refrigerator, did not last any time at all. The repair man, not from Frigidaire or Lowes a private repairman said he would never have one, because when the coil burns out it will cost more to fix it than to replace it. NEVER buy Frigidaire, because they changed theirs awhile back to run on this coil.

  • Catherine Edwards Jan 8, 2016
    user avatar

    Now I know not to get a Frigidaire.
    Don't these companies know if they don't help the customer that their name will get out like this story?