How companies respond to problems relates to the culture of the company….leadership….and respect for the customer. In the case of Electrolux/Frigidaire, there seems to be a disregard for all of these things.
Three key points from the WRAL story:
- “The unit was not repairable”
- Electrolux was unresponsive
- Lowes, the retailer, did the right thing – they replaced the refrigerator with an “upgraded model”
There must be someone at Electrolux/Frigidaire that has the ultimate responsibility for customer care….unfortunately the company didn’t exercise good business practices to solve the problem.