Q: I bought a Frigidaire refrigerator last year. Seven months later, we started having issues with the freezer showing a “HI temp” error. We’ve had several warranty repairs done — they replaced the thermistor, the step valve, and the main control board. Every time I thought it was fixed, the error came back within weeks and I lost our frozen food.
I’ve had six service visits since January. One technician told Frigidaire the unit couldn’t be fixed, but the company told him to “try again.” Another technician said the same thing, but because the unit had reset itself during his visit, they still won’t replace it.I haven’t had a reliable freezer for seven months — half of the time I’ve owned it. I’m asking for a replacement unit or refund, including compensation for the lost food.
— Victoria Evans, New Egypt, N.J.
A: You shouldn’t have to beg for a replacement refrigerator. When multiple technicians declare an appliance unrepairable under warranty, the manufacturer should step up and make it right — not play games with technicalities.
As I’ve noted in previous appliance cases, a business has a choice when an appliance breaks down — a repair, replacement or refund. And it almost always goes for door number one, the repair. That’s because it’s much cheaper to send a technician to your home to swap out the refrigerator. And a refund is a last resort.
After the second failed repair attempt, Frigidaire should have offered you a replacement or refund under the Magnuson-Moss Warranty Act, which requires manufacturers to provide reasonable remedies when products fail to conform to their warranties. The fact that technicians repeatedly told the company your freezer was beyond repair should have triggered an immediate replacement.
You documented every service visit and kept detailed records of the recurring problem. Good job! You also tried contacting Frigidaire through multiple channels, including their Facebook page. However, you could have escalated this sooner by contacting Frigidaire’s executive team. The names and contact information for Electrolux executives (Frigidaire’s parent company) is available on my consumer advocacy site, elliott.org.
One more thing. Most manufacturers have a lemon policy for major appliances, though they don’t always advertise it. When a product requires multiple repair attempts for the same issue within the warranty period, you’re typically entitled to a replacement or refund. It sure looks like Frigidaire was trying to run out your warranty clock — a tactic I see far too often.
I contacted Frigidaire on your behalf and explained the situation. The company reached out to you directly and agreed to replace your refrigerator.
Christopher Elliott is the founder of Elliott Advocacy, a nonprofit organization that helps consumers solve their problems. Email him at chris@elliott.org or get help by contacting him at the nonprofit’s site.
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