Parts and Service, do they exist anymore?
Over a year ago we purchased a two door fridge from SM Appliance Center here in Davao. It was a pretty good size fridge. Before we bought this fridge we brought the one we have from the States when we came here. Our old one was already over 10 years old so we thought it’s time to buy a new one. The one we have from the States the brand was Amana. It was really a good fridge since we have kids that just keeps on opening and closing the door. Sometimes they also slam it. So it was really used a lot.
Well, the one that we bought here the brand was Electrolux. It looks good and durable. In just less than a year the tray that holds some sauces or eggs inside the fridge got broken. I called up SM appliance center if I could purchase the parts that was broken. Somebody from SM that was a worker of Electrolux told me and gave me authorize service center of Electrolux here in Davao. So I called up the number that was given to me. The person that I talked to told me that they will order the parts from Manila and will call me back in time of my parts that I ordered. I waited for 2 weeks and called them back, they said that the order still didn’t come yet. They said to call back in 2 weeks. I call them back in 4 weeks to give them time, when I talked to the person from the service center they said they’re still waiting. Until now still waiting.
When I have problems with my La Germania gas range the service people came to my house and when it needed some parts they just ordered from Manila and told me when it came. It was like 2 weeks at the most. I guess now just buy stuff that is more known and more people are using so that they have more stocks or have like a good service center in the area. It is a pain when you need something and they have to get it from somewhere else and it takes forever to have it done.
Maybe one of you had similar problems and had the stuff right away without waiting too long.
Feyma,
When I need parts, I usually look online. I know things are different there so I looked online for an Electrolux ph site and found it. Go to http://www.electrolux.com.ph/ and see if you can order the part directly. If not, maybe you can ask them to be contacted by a company representative to order.
I hope I helped.
Feyma,
After I made the previous comment. I looked further and found a service provider of Electrolux in Davao. Here is their info:
1. DAIDEN CLIMATE SERVICES COMPANY, Door 6 Lua Bldg. Quirino Ave. cor. J.P. Laurel Ave., Davao City, Davao City, Southern Mindanao, 8000
Hi Bruce, you was faster then me…
Hi Feyma, Bob’s tip should help. And, regarding your question “Is the customer still a king?” Unfortunately many times not even a little bit… 
No, I find that usually the cusotmer is the helpless pawn. Often, returns, even defective items cannot be returned for cash. Parts are hard to find for many itmes, although we have found parts for our 20 year old Technogas range. We have been able to buy parts for our Amana microwave twice and have them sent over from the States. The people were helpful and the parts were cheap! You maybe able to do the same for your older fridge. Our Kenmore fridge has lasted us 20 years also, with a paint job and a few minor repairs, so I vote for keeping the older American appliances alive, if at all possible.
Hi Bruce - That’s the people I’m dealing right now the Daiden. They are the authorized service company of electrolux. I called them up a lot to follow up of the part that I ordered, they will just say still waiting ma’am. I told one person one time I would never buy electrolux again because it’s hard to get any parts from them. I will call them up next week and see what they will say again.
Hi Klaus - Thanks
“Is the customer still a king?” N-O-T…That’s just the reality here. I’m kind of used to it now.
Hi AmericanLola - You are right hard to return stuff here when you already purchase it. They won’t do refund, instead you will get something equal amount or more to the product that you want return.
I agree with you to keeping the American product as much as you can. It will stay and last longer than the brand new products here.
Feyma,
Maybe you can have better luck contacting Electrolux in Manila directly. Either to order the part you need, or to get them to talk to the local service company.
Feyma, often when i am looking for hard to find parts i look in ebay. Now i know your refridge is new and probably wont have parts in there (ok i looked already) but hey i found a great meat slicer cheap ! hope you get your parts soon and if they have them here in the US you know me or someone would be more then happy to send to you take care always - tommy
import another Amana..thats all I own…great product !!
Yep, this is a big problem. No easy solution. One thing I noticed regarding brand names is that nothing is as it seems. la Germania, which used to be almost a luxury brand is now all made in China and there are different suppliers for different models, so getting parts is like going the the casino … you might win on one roll of the dice but the odds are against you.
My advice to people who have not yet made the move … from US or Europe … think through all your appliances carefully. In general the problems with power will be more easily overcome than the problems with poor selection and poor service for local appliances. And the practice of nearly no returns is horrible … how can you really test a washer or a range in the store? Just one of those things that have to be factored in … those who call this “Paradise” have a different dictionary than I do … it is _not_ the US with palm trees.
Hi Dave Starr - That’s a good advice to all of us. It is really a challenge here sometimes to get service. Yeah, the return policy here really annoyed me so much and the testing of the appliances in the store. If you buy like electric iron when tested you have to wait after it cools down before you can pay the item.
That’s one thing I’m not used to it yet again, I guess I have to deal with it.