Suzi of New York, NY on Jan. 1, 2010
I bought a Liebherr fridge almost 3 years ago and had several problems with the freezer right away. I called and they sent someone who supposedly fixed it. Not to long after I more problems and called again. They sent someone again and supposedly fixed it. Not to long after that I noticed some strange noises and things and called and called and wrote emails and was blown off. I was told there was nothing wrong. I have the emails I sent and they are dated (if you wanted to see them). They told me there was nothing wrong. I was still sure there was something wrong but now I did not think I could call. The noises continued and I just let it go for then.
Recently within the last few months I noticed water leaking in the bottom of the freezer. So much so that when I went to pull the bottom drawer of the freezer out it was stuck to ice on the bottom. I waited this time to call because of what had happened to make sure it was not me being paranoid. It is continuing to happen. I finally called and was told it is not under warranty anymore and I would have to pay for a service call. This is an ongoing problem they decided to ignore and now they want me to pay for it. I do not agree and think they need to take care of the ongoing problem. This is why I am getting in touch with you all. I filed a complaint with the Better Business Bureau and have been going back and forth for months; finally BBB offered arbitration to which Liebherr refused! The following notes are all the info I gave them with many details.
Once again the biggest issue that was not even mentioned in any of their responses is the 5-year warranty for the "the sealed system". I already sent the information directly from the Liebherr website regarding the 5-year warranty to Ms. S. If my freezer is leaking and the fridge is not draining properly within the sealed system, how is that not part of the 5 year warranty? They continue to not address that point in any of their responses. The other thing I do not understand them saying is that I never said my freezer leaked and that I only called about the temperature. This is not true and they sent someone to me twice once for the temperature and once for the leak in my freezer. The first person they sent actually not only saw that my freezer had such a big leak that I had to turn off my freezer to let it defrost (in a frost free freezer). It was frozen solid at the bottom of the freezer from a leak! The same thing is happening. Are they denying sending 2 service people to me?
The first service call was Oct. 25th, 2007 and Elliot was the service person; you can check directly with them about that service call and what it was for to verify the initial leak in my freezer. The 2nd service company came here Dec. 19th, 2008 and they dealt with the thermostat and changed it. Let's get the first service person to talk about this and the frozen solid freezer that he helped me get rid of all the frozen ice. We boiled water to unfreeze the ice. They continue to talk about sending someone for service in regards to the temp and again not once have they addressed the first service call? After that I did call again and was talked out of service and that is when they say they gave me a "tutorial" and thanked them for it. If telling me to turn down the temp and push a button is a tutorial, then that is true. While it is true that I said thank you and they told me to turn the temp down in the freezer and put the ventilation on (and I did both those things), it did not seem to stop what I felt was funny noises coming from the fridge and I did tell them that. They chose to talk me out of service and ignore my feeling that the noises were not a problem.
This is what happens every time I would try and call and they talk me out of service. I really need the help of the BBB. The last time I did call the person told me someone would call me back and no one has. That was over 3 months ago and it was not the first time someone would say they would call me back and they did not. I am sorry but there service center is not serving me and I still need my fridge fixed. The note sent from Liebherr service failed to mention that within a few months of my original purchase the freezer completely froze solid.. So much so it took over 24 hours to defrost while the entire unit was shut off. It is supposed to be a "frost free" freezer. Within a short time of that I started having other issues and on more than one occasion I called was told I would be called back and I was not. I finally got them to come back after I had to call them more than once and there was an issue. Again and within a few months of that I started calling again, I was sure there was something wrong and while I initially contacted them 1.5 years ago the calls and emails continued on. I wanted someone to come back and they refused.
They did not call me back and told me things that did not make sense to me and refused me service. They did tell me to turn the temp on the freezer down; however, it did not stop the noises I suspected to be part of the trouble. They continued and told me things that did not make sense to me and just plain refused me help. I did send the email threads to you. A few months went by again and the noises were present and this time I started looking in the freezer again (I rarely use the freezer) and once again the bottom drawer of the freezer was stuck because it was iced in! There was a solid sheet of ice again in my freezer. To say this is not an ongoing issue is not correct. It is not the first time my frost free freezer was over run with ice. I was actually not looking forward to calling because of all I had gone through with the men who work there. I called and told the man of the issue and he said and I quote, "Sounds like the last man to service your unit left a piece of paper in there." That was the explanation to me and why it was leaking so much that ice was forming again. From the moment I bought the $2500.00 fridge I have had problems with the unit as well as the customer service.
