Problem Response

Electrolux

Prompt response

From WRAL: http://www.wral.com/defective-refrigerator-replaced-after-multiple-attempts-to-fix/15217760/

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.

 

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