This is the tail of a “Kluft foot,” and the steel knighted company who gave consumers their due.  Last year when I remodeled my lakeside home I purchased a full suite of kitchen appliances. I chose stainless steal – models that were attractive and budget friendly and Frigidaire because I trusted the brand and the name. Unfortunately my fridge had a defect almost immediately and had to be replaced. Then my dishwasher broke and had to be repaired. I quickly realized that these products were not up to par and I took to social media and called Frigidaire s’ Corporate headquarters to complain.  But much to my amazement and delight my husband and I received an invitation from Electrolux /Frigidaire to meet all of its unhappy customers; but more about this later… Electrolux is a European owned company so classy is as classy does.  But after a lavish dinner and fine room amenities all this group of executives wanted was to hear our feedback on how to improve their products! I don’t recall ever being given vip treatment by a large company  Ever. By contrast Americans companies take on customer service is:  Caveat Emptor! Let me tell you how  the consumer is being taken by the mattress giants.In 2010  we purchased an expensive heirloom king size mattress made by E.S. Kluft & Company based in Cucamonga, Ca. Yes Virginia there really is a Cucamonga.  After 2 years of wear the mattress developed a sink hole or as the mattress companies like to refer to them ” human impressions.” I contacted the store Robb & Stuckey Intl. who found my order and gave me instructions on how to contact the KLUFT Co. henceforth my the flukt foot company. I was sent  a very detailed list of requirements: original receipt exact measurements, pictures, and( my left foot.) I  completed all chores in record time. Two weeks later Linda of  Kluft- sent me a letter saying that they were going to dispatch Precision Mattress Inspection company.  A rep came, measured ,took photos and left.  Two weeks later we received a negative response. I quote said letter: No manufacturing defects identified only normal body impressions.” We regret that the Manufacturer’s warranty does not extend to the problems you describe.  Not happy with that dismissal I contacted the company again and after another 2 weeks their Vp called me.  He offered to send their own guy this time to re-inspect the mattress again.  Mr P.. I’ll call him, drove from Tampa and again conducted the same measurements only this time actually laid down to indeed feel the sink hole.  That was Monday July 15th he left assuring me at the suits in Ca. would get back to me quickly….by Thursday I had not heard so I called suit #2 only to have him tell me he had filed his report but had not followed up….hm..I’ll call the V.P. he said you should hear back today….”      When the veep called this is what he said: “there is no defect in this mattress and we stand by the manufacturer’s warranty which does not extend to your problem.”  All in all this endeavor which began on June 14th ended in a blow out on July 19th.  Enter my Stainless steel Knight- the Eletrolux Company- a European company for starters who took quite the opposite tack- One that is remarkable and to be emulated by all American companies.  Talking to their customers and seeking  suggestions for improvements to their products was the only agenda. Bill Lange and a group of about 20 Fridigdaire executives from all over the southwest and even Canada came with” the buck stops here attitude,” and whats more within a week of said event were already shippping out new and improved appliances to replace the original ones! Mr Bill Lange and Eletrolux are shinning examples of what true customer service should mean going forward in this economy. Electrolux/Fridgidaire get it….too bad American companies have lost the pride of making people happy while they outsource products and jobs  while protecting their sacred dividends. This tale leaves one a sinking feeling when it comes to Americas’ big business attitude while a foreign company with shinning leadership  have taken the old American adage- the squeaky wheel gets the grease- to  new heights. For Electrolux/Frigidaire is  what we once were and could be again-a nation of widget makers who put the We and not the I in customer service.

Tags: customer service, Frigidaire, Kluft mattresses

This entry was posted at 1:48 a.m. July 20, 2012 and is filed under Uncategorized. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.