5 On Your Side

Defective refrigerator replaced after multiple attempts to fix

Posted January 7, 2016 11:58 a.m. EST
Updated January 7, 2016 6:23 p.m. EST

— 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."