Electrolux Malaysia — Local services in Shah Alam

VERY BAD EXPERIENCE AND SERVICE BY 3rd PARTY SERVICE PROVIDER OF ELECTROLUX MALAYSIA!!! 😡

I had a problem with my 2in1 electrolux washer/dryer. The problem was with the dryer only! Washer was fine no issue. My 2 years warranty has ended so electrolux send their service provider, PACIFIC ELECTRIC SERVICES in Seremban to come over to check. They came and not much of checking they straight away said they need to take my machine to the factory and will inform me the parts to replace with quotation. This was during Puasa Month. They took the machine but no news from them. I had to call and check what was the issue. After few days which was quite long to wait, a chinese lady called and said the PCB and fan faulty, asking me if i want to change. When i asked how much she said RM300+ at first. So i ask if the RM300+ include labor cost? She said sorry include labor cost is RM820!! When asked why RM820 she said because one more thing to change, the first one she only mentioned the pcb motor not the fan but after included fan cost up to RM820. Told her i REFUSE to repair. Asked them to return my machine next day/a day after just before raya but she said no one can send over. Fine, understood people are going back hometown for raya. Then i waited and waited, no news, i called again, this time a malay lady picked up the call and seems not knowing the status of my machine where i have to explain back that i had requested to return back and not repairing! After few working day, the first chinese lady call back and ask why i do not want to change, when i said it is too costy, she said there is another solution where the parts doesnt need to replace but can repair using the existing parts! Clearly she DID NOT mentioned this during her first call!! But since i got fed up with their services, i insisted them to return as soon as possible. She whatsapp me sending me the quotation with a cost of RM620 while during verbal call beforehand she said it was RM200+ only exclude labor cost. What a bad communication she had! Its like scamming customer! Finally today they have return my machine but i got so pissed off when the machine SMELL VERY BAD and DIRTY!!! For God sake i didnt leave my machine to them that dirty and smelly when they took the machine earlier. The sender informed they test to wash but why so dirty!!! And smelly?! One more biggest problem is i set the washer at 15mins but it auto turn to 1minute! I tried 2hours wash but it also turn back to 1 minute!! HOW TO USE WASHER THEN?? The washer was fine when you took it! Only dryer was an issue! But seem to spoiled the overall washer after you send it back to me!!

PLEASE NEVER SEND YOUR WASHER TO PACIFIC ELECTRIC SERVICE!!!

Scammer!! Lousy service!! Bad admin! Poor communication!! Will never buy anything from Electrolux ever again!!!!

If google have an option to not select the star for review, there wont be any...

Electrolux is a good brand. However, care for the product is essential. In my case, I bought the Washer/Dryer EWW12842 in 2016.

Care includes: (a) only to use proper front load detergent, or we call it 'low sud' detergent—brand examples - Top, Persil and Max9Kleen. Ensure the liquid bottle or powder packaging comes with the statement 'low sud' detergent/powder. (b) never place the machine outside your home, preferably indoors. Malaysia's weather is not that friendly towards electronic equipment. (c) never overload more than the recommended amount. E.g., if the machine is 7kg washing and 5 kg drying, keep it below the figure. Unfortunately, most machines don't indicate overload, but you have to use your measurement tool or careful weight judgement.

All above, I discovered on my own. It wasn't made known by the seller, nor the technician. But today, 2022, sellers seem more responsible, including the technicians. They do advise you accordingly. It is paramount to purchase Electrolux from known sellers such as Sen Heng, TBM, Harvey Norman, etc. It is mainly due to the warranty and after-sales service. Be prepared to pay more.

There is no guarantee (50/50 risk) if you buy a product from an online seller. Because installation upon delivery matters. If the delivery person does not install the product properly, it will malfunction.

The most sought after info is the "after-sales service". Average. You have to lodge any 'service request' through Electrolux Malaysia. Never go directly to the technician because the technician won't lodge the report on your behalf. Hence if you continue having an issue with the machine despite the repair, you will get frustrated because you can only be dependent on the same technician, and Electrolux won't take the responsibility. Most parts are only valid (warranty period) for a month. Upon which, if the part malfunction, you have to pay for it 'again'.

I rated four stars because: (a) Product is expensive if you purchase with an extended warranty (perhaps extended warranty up to 10 years) from proper sellers. It will only lead consumers like us to look for a substitution. E.g. LG, Samsung, Toshiba etc. (b) You have to do your homework by studying what you are purchasing because dependency on seller or technician knowledge doesn't full-prove your product usage methods. (c) Electrolux doesn't take responsibility or accountability for its technicians for after-sales service. It allows the technician to strike direct negotiation with the clients. I guess little they realise that such practices affect their brand reputation in the long run. Electrolux should emulate other global brands. (d) Too short for a product warranty. Once again, a one-month contract only raises doubt on the product quality. You only provide the shortest warranty period if you don't believe in...

The worst customer service that doesn’t even deserved a star! Been calling their office for WEEKS, yet every time the answer I got is I’ll call back to inform you the appointment time, no matter how many times I called in a day or weeks, they just brushed me off with the same reply without taking their job seriously! Been supporting this brand for years, but this will be the LAST time I purchased Electrolux! Lousiest customer service!!!!!!! Update: Their customer service can actually recognised the customer’s number, because every time I called, they will address me by my FULL NAME, find it very offended. After few calls, they started to refused to answer my calls, no replies in emails nor reviews. They came and collected the washer after I lodged a complaint with customer association, but I have not heard from them since. I called today AGAIN asking about my washer and requested to talk to their manager AGAIN, still no calls, no emails, no texts. Nothing. This is really absurd! Will never support this brand EVER AGAIN! I tried emailing the HQ of Electrolux, but they said they can do nothing at all! It’s really ridiculous! Their customer service is totally a joke and let down!!! Do you pay your customer service and management to sleep and drink teh tarik?! Even though complaints flooded your page, still I didn’t see any improvement according to your sincere replies to all previous complaints! We prefer better service other than sorry! Will definitely boycott ELECTROLUX!!!!

PS: Yea, like all the negative comments and customers under you, WE ARE ALL HARD TO BE REACHED🤣 My washer is broken down again, and I’m going to just get rid of this brand FOR GOOD!!!! Almost two thousand for one year of usage and this quality, it’s no difference from throwing our money...