natalie.r.roz in Toronto

I contacted Electrolux warranty department to report an error code i30 on my 5 month old dishwasher. A Elite Appliances service technician arrived and started to explain that the seal around the light inside my 5 month old dishwasher was broken. That this happens as a result of running a dishwasher half full and the cascade dishwasher pods we use are too concentrated, and the suds can seep through. We should not run our dishwasher half full because this issue will persist. He then resealed the light inside the dishwasher and indicated we should let it dry for 24-48 hours. [This in itself is a some theory!] 48 hours later we loaded the dishwasher and we went to work. When we got home the dishwasher was displaying the same error code i30. I called Elite Appliances and they said not a problem they will place an order for a new water pump and valve. When I began to ask questions how the service technician knew these parts were even necessary or how come he lead me to believe the problem was solved on the initial visit he couldn’t answer and left me hanging. I asked to speak to the service manager but instead, I got a call from the receptionist who indicated if I wasn’t happy I should try going back to the store I bought it from. I called Home Depot and they indicated that direction from Elite Appliances as out of place as they should know once a service call is place and the appliance is serviced they will not be able to accept it as a return. I called again the Electrolux Warranty. I explained that the sequence of events does not make any sense and the fix that was implemented where the leak was truly occurring was not working and ordering the suggested parts wouldn’t solve the underlining issue. The service technician took photos of the leak and it was obvious that the issue lay with the seal around the light, there are water marks and the sound deafening material was wet on that side. I ended up requesting a new servicer be assigned and the guy that came this morning was much more competent and he agreed that a water pump and valve do not need to be changed. What a waste of my time! My initial service call was placed on June 7th. I’m flabbergasted at how antiquated the warranty operations are. In the day and age when you are competing with customer service oriented providers such as Amazon with next day delivery in most regions, I cannot understand why sending/ receiving a service request is taking 24-48 hours. I cannot understand why you offer services only during 9-5, working hours of 99 % of the population. Is this really supposed to be adequate customer service?

Adel did a great job. Extremely polite and professional. Came on time. Explained what he was going to do and how. Was done within the time he said initially. Honestly, with all the headaches of renovations this was the best service you can ask for. Would use him again 100%. Thank you!