I've had a warranty with protectmyappliance.com(a division of Electrolux) for years. I have a window unit that we added to a room which we transformed from a storage room on the back of our house to a laundry/sewing room. We've had the warranty since 2012 and renew it every few years. Well, now in 2020, the unit is starting to have its first issue. So, on July 13th, I tried calling the 1-866 number on the warranty paperwork and I got a message that says that they were not taking any phone calls and that I should speak with someone via chat on Electrolux's website. So, I headed over to the site only to be told by a chat Customer Service Rep that she can't do anything to help me and that I needed to contact the 1-866 number listed on my warranty paperwork. I explained to her that when you call that number you get a message telling you to chat with a rep on Electrolux's website(electroluxappliances.com). She confirmed this(also says that she's listened to the message herself), but then said that she can't help me and that I needed to speak with someone at protectmyappliance.com. Of course, this was ridiculous. So, I ended the chat and called the 1-866 number back and got the same message. It stated that due to an increase in call volume that they would not be taking any calls and to go to Electrolux's website and use the chat feature to reach someone. So, I headed back over there, hit the chat button and got the same Customer Service Rep as before, and went go through the same conversation that we previously had. She reiterated that she was unable to help me.(She did give me an email address to send an email to, but it's been about 3 weeks now and I have never gotten a response to the email I sent.)
Finally, after I searched the web a bit, I did find a phone number that got through to a warranty rep. This number was NOT on the warranty paperwork, nor was it stated on the message.(I had to dig deep to find this number.) Once I got through to a person, the rep was kind and extremely helpful. She did say to me that she was aware that people are having a hard time getting a hold of them. Well, yeah...
So, protectmyappliance.com, you should be ashamed at not pointing your customers in the right direction for assistance. You do not have the right to tell customers that you will NOT take their calls and refer them to a website where a rep is unable to help. Your Customer Service Reps should be available to take calls at the number provided on the warranty paperwork, or you should forward that number to a call center that will take the calls.
Update: Aug 2nd
So, last week I tried calling the 1-866 number on the warranty paperwork just to see if they had the voicemail still on their phone system stating that they weren't taking customer calls, and they did not. Honestly, it seems that they forwarded that number to the one that I found in my internet search. I'm still leaving my rating at just 3 stars, though, for the lack of customer service I experienced back on July 13th when I called the 1-866 number.