Electrolux: Unresolvable washing machine issue

[unhappycamper1]

In response to all the above:

1) I did get the part number from South Africa and sent it to them - no response.
2) While I have considered importing the part, which is really easy, I have contacted a number of tradies here and not one is willing to install it. Every one referred me back to Electrolux.
3) I don't mind paying for the repair, so warranty isn't an issue for me. I just don't see the point in paying several hundred for a new washing machine when it can be fixed.

[NGE]

Electrolux has requested contact details for unhappycamper1. NGE awaits permission.

[El vivo]

While I commiserate with the former SA resident, I find the attitude is probably in keeping with Electrolux, who in my experience could not care less once a product is sold. Our front load washing machine lasted 3 1/2 years with a repair cost of $700 dollars odd. When I commented how that was nearly the cost of a new one - "well yes, so don't bother repairing it." Every time they came it was another $99 for service on a machine that I would consider relatively new. In fact the way the service reception people spoke it was not a concern- as if it happens often. I would never buy Electrolux and every time a salespersons suggests it I tell them what shocking 'crud' Electrolux products are. I would think that most people who spend $800-900 on a washing machine would expect it to last at least 5 years. We were only a family of 3 so it wasn't as if it had a lot of use.

[computerflyer]

Having relocated a household from another country, and knowing others who came before, at the best of times it is a gamble. If one brings foreign products to any country one must be prepared to have them fixed in the country of origin, or to go it alone through independent tradespeople and supply chains. No manufacturer will step up with international cross support and service (perhaps there are some, but I am not aware). That is one reason warranties have national origin limitations regarding where a particular warranty will be honoured.

One can whinge about Electrolux not supplying an international standard part in Australia, but they are no difference from any other vendor. S.A. is a long airplane ride, different legal system, and almost certainly a different distributor to Australia. The products sold in S.A. are for the S.A. market and may or may not be any different to others, and nobody keeps track.

I second the advice of having a rellie in S.A. source the part, and engage a local tradie to install it. Electrolux sux for a number of reasons, but not because they are one of the crowd regarding non-support for transnationals, who get screwed from all corners - remember region coding for DVDs and Games, for instance?

(Unless the relocation was corporate funded the cost of shipping the appliance through a removalist probably equalled or even exceeded replacement costs.)

[alex45]

Never again with Electrolux. Absolutely never ever

[DN61]

This is a common problem when taking appliances from country to country. It is usually wiser to sell all your appliances and buy new when you arrive in your new country. (Not always easy though) I have almost 30 years experience in appliance repair and have lost count of the number of times I have been called to repair an appliance that was brought here from overseas, but is not a model available in this country. Invariably problems arise one way or another.
Finding spares can sometimes be easy as generic parts are available, but often a spare part is not available and the manufacturer, to get a part from O/S for you often needs to 1.Create the spare part code in their inventory system which includes entering data such as weight, volume, price, description etc. 2. Raise a purchase order from their overseas colleagues who may come back and say that there is a minimum order quantity. (which the locals don't need)3.On receipt of part/s some weeks later enter the part into the database. 4.Create an invoice to you charging you for the part, freight from overseas and freight to you domestically. This then leaves a code in their database which has been used only once and may never be needed again. This code prints out on all reports etc etc etc. Then....if you have misdiagnosed the problem, another part for this overseas model is needed and the process begins again.
I can understand the person you spoke with not really wanting to get involved, but you can always request to speak with someone higher who may be able to pull some strings in a roundabout way such as email a contact in South Africa (If they have one)and do a one off "miscellaneous" purchase order.
For the record, I am now the National Service Manager for a refrigeration company (Nothing to do with Electrolux)and this issue is something that happens to us too. This doesn't mean we are a bad company and should be avoided at all costs, but a lot of time can be wasted by staff members trying to fulfill a request that you probably wouldn't want to pay the actual costs to the business for.
The simple thing for you (If the part number is genuinely unavailable in Australia)would be to get your Dad to buy one for you in South Africa and put it in the mail to you and get any one of the local tradesmen to fit it for you.
My strong advice would be to inform any of your friends emigrating to leave their old appliances in South Africa. Eventually you will need another part and the same thing could happen. Washing machines are cheap and if you get local you can be assured of parts and service availability.

[pipp02]

Does your warranty state that it is valid in South Africa only??? Regardless, cant you just order the part number of Electrolux and give them the part number?????

[NGE]

When I moved to Australia, I brought all of my appliances with me including my AEG Electrolux front loader washing machine. It has continued to work without any hassles for over 2 years here, until recently when it started overheating the water in the machine (leading to shrunken and discoloured clothes).

The day the problem was picked up, I phoned Electrolux Australia to see if they could assist. The customer support rep kept asking for the PNC number and got very flustered when her directions about where I should find it didn't help. I then made the mistake of telling her it is a South African machine, to which she quickly fobbed me off and wasn't willing to assist AT ALL.

My father, who is still in South Africa, contacted Electrolux South Africa soon afterwards on my behalf. They advised that it is most likely the thermostat and that it is a generic part (part number was passed onto me). They also advised that while Electrolux Australia SHOULD fix the machine or at least offer some assistance, they probably wouldn't as they are not helpful. Not a good thing to say about one of your branches! They did advise, however, that I could order the part from them if need be if I could find someone to install it if Electrolux Australia wouldn't.

I submitted an online query to Electrolux Australia (not giving the part number but giving all of the model details, including the PNC number which I eventually found) asking for assistance. After a few back and forth e-mails, as the service rep couldnt find the machine on their system, I got a cop-out e-mail about it being a foreign machine and how they don't stock the parts for them and how I should try an electrician as they might have the part.

Unfortunately, no electrician wants to touch it as Electrolux isn't willing to help as they can't understand why they won't touch it apart from not having the part.

I've just responded to Electrolux asking them why they won't supply a GENERIC part that is available WORLDWIDE, and advised them that it is pathetic that another branch felt the need to advise me that they are unhelpful and that I probably wouldn't have any luck.

Doubt they will respond, but definitely the last time I buy ANYTHING from AEG/Electrolux! Will post if I get feedback!

NGE Member: unhappycamper1