Frigidaire Doesn't Care
Which is what happened (again) to us: https://bfthsboringblog.blogspot.com/2020/08/the-virus-diary-delivery-saga.html.
Yes, we did eventually get it (on a Friday). My husband installed
it. And it worked; kind of. Believe it or not you can get an A/C
unit with Wi-Fi! Which is what my husband wanted. Per the Frigidaire's website: Cool
your room anywhere, anytime from your smart device using Wi-Fi and the
Frigidaire® app. At your convenience remotely turn the unit on or off, change
temperatures, control modes, create custom schedules, and adapt fan speeds to
best meet your comfort. The unit worked, but the Wi-Fi connection did
not.
Hubby calls customer service. Talks to a rep who is very
helpful, but can't help. It was late Friday afternoon; there wasn't much
that could be done at that point. So the very helpful customer service
rep opens a help ticket with their IT dept. and says we will hear back on
Monday.
You KNOW the drill by now. When he hadn't heard by
mid-afternoon, my husband sent an email AND got a reply. There was some
kind of error on their end so that the unit could not be Wi-Fi activated.
(There's a lot of technical jargon that goes in here, but I'm not going to get
into it.) The Frigidaire rep was very nice about it offering two
options: a $100 refund in the guise of a debit card as that is the
difference between the Wi-Fi enabled unit and the "regular" one OR
they would send us a new unit. (We would have to dispose of the old
unit.) No brainer right? They didn't want the non-Wi-Fi
functioning unit back (because let's face it the shipping, checking it out when
it arrives; refurbing and reselling is not worth it). We did have to
"dispose" of it. Ok, we can do that. (Or not, I bet you
are thinking.)
We opted for the new unit. Before we could get the new unit,
we had to fill out some forms and show proof that the unit had been
disabled. Now I understand that they wanted to the unit disabled and
disposed of, HOWEVER, by asking the customer to disable BEFORE they will
send a new unit puts the burden of inconvenience on the customer.
Disabling the unit means that we have no A/C unit during the heat of the summer
and that we would have to rely on their delivery service. (And you know
how that goes.)
Now I DO appreciate the offer of the new unit and I don't want to
seem ungrateful, but the reason I ordered a window air conditioner was because
I needed it. I needed it right away. I don’t want to
disable a unit and sweat for a week (or more) while I wait for a new unit that
may or may not be properly functioning. (Reading some on line reviews it
seems like this is not just an issue we had. There are quite a few units
that are advertised and sold as "Wi-Fi enabled" that are not.)
Finally, we got ANOTHER email from Frigidaire saying that they
would be sending us a gift card for the full amount of the unit.
Great! I'll get the money, but I will still be without a
functioning unit since it had to be disabled. So I'll be reimbursed for a unit that doesn't work, but I won't have A/C. I'll either need to order another one on line (who knows how long that might take) or take my chances with local retail.
Does any of this make sense?
In my mind Frigidaire seems to care; or at least the custom
service person my husband deal with did. They seemed to want to make good
on THEIR mistake. However, they expect the customer to jump through hoops
to get their make good. I wouldn't mind the hoops quite so much if it
weren't the middle of August!
Am I being unreasonable? (I'm not sure I want you to tell me
if you think I am, but go for it anyway.) What I want is what was
advertised and supposedly purchased. It shouldn't be that hard.
Frigidaire, IF you care, the ball is in your court...
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