One of the motivations for purchasing over $20k worth of Jenn-Air appliances was a rebate to reimburse installation charges. I filled out the rebate form, provided proof of purchase, serial #s, and made absolutely sure I included the separate invoice for installation. I later received an automatically generated post card from Jenn-Air stating that my submission is invalid because it didn't include a receipt for installation charges.
I called them to straighten the situation out and the customer service agent literally just kept repeating over and over and over that I need to submit the receipt. To make matters worse, I have 2 weeks to get it to them (via mail) and have it processed prior to rebate deadline. During the 2 week time frame we have weather, Christmas and New Year's to deal with. What a scam. No wonder Jenn-Air has fallen out of favor in recent decades. Why run a marketing campaign to lure customers and then piss them off?
BENTON HARBOR, MICHIGAN -- Note: This is a follow-up comment. Removed the appended earlier comment.
After repeated phone calls to Jenn-Air (Whirlpool) Customer Service, and lack of success in achieving a reasonable offer, we contacted the Better Business Bureau in the locale of Whirlpool Corporate Headquarters. This complaint was then directed to "Executive Staff - Whirlpool Executive Office", where the representative had the additional leeway to give us a fair, pro-rated exchange under much more acceptable terms. Our old machine has been removed and a brand new one installed, and it is clear that some of the design faults have been remedied in the replacement model.
While I cannot say we were given a brand new machine for no cost, I believe we were treated fairly and with consideration. So my recommendation to anyone with a similar problem is to get your complaint escalated to Corporate Headquarters customer service team. If you have difficulty making this happen, log your complaint online with the BBB and do not give until you have been put in contact with them.
DELAWARE -- We purchased our current primary residence 5.5 years ago. The home had a JENN-AIR range/oven that had the grill/griddle cartridge. Not having a need for that configuration we replaced the unit with a new JENN-AIR flat top electric in 10/08. In the meantime we purchased a winter home in Florida. In doing the renovations we replaced all appliances and since a downdraft unit was not needed, opted to try a duel fuel range/oven (Kenmore).
We became so enamored with the gas range and its finite temperature control, we decided to replace our electric JENN-AIR (in our primary residence) with the only duel fuel unit we understood to be available through JENN-AIR. Of course, a consideration was the downdraft feature as the unit is installed in an island in the kitchen. We purchased the unit from Hawkins & Sons in Wilmington, De. on June 2, 2011, serial # **. It was installed 6/20. When talking with the salesperson at Hawkins I stated I had no interest in the grill feature of the duel fuel unit (we use our Weber outside all seasons).
He did mention the only duel fuel unit available through JENN-AIR was the one with the grill component. He did offer the unit that was gas, both range and oven, but suggested there was a learning curve in using the gas oven as temperature consistency was not one of the selling points of the oven (lack of convection technology). The convection feature in the electric we were familiar with and comfortable. He also offered that for an additional cost we could purchase a cartridge to take the place of the grill unit - which is what we did.
After the unit was installed we found 1) we had essentially no control over the flame in the cartridge that was installed and 2) had only limited control over the right side gas units. We quickly had one of their service technicians in our home trying to improve the control issue. While he did achieve a level (and somewhat acceptable) modification in the ability to regulate the simmer unit and front right heating unit, he had essentially no success with the controls in the left cartridge.
As a result we have a gas range were with 2 burners we have a degree of control and 2 we have only high and moderately high heat. Those units can be used to bring something to a boil or a high heat fry but that is the extent of their usefulness. The technician offered an opinion that the JENN-AIR range when utilizing natural gas seemed to have less of a problem than one using propane. There was no discussion with us when we were considering the purchase as this being a potential issue, and in fact paid extra to have a "conversion kit" to accommodate our propane use. To me JENN-AIR is in the same class as Wolf, Bosch and other high end units.
The fact we were relegated to a downdraft unit also directed us in our decision since the unit is installed in a granite island. I trust I have expressed my frustration with what we are dealing. I would never have questioned the JENN-AIR product and its ability to deliver the quality of performance we had come to enjoy from our earlier experiences. The unit as it currently is, does meet the standards we expected from JENN-AIR.
When we first realized the problem it was suggested by the technician I call your company to discuss the issue. The young lady in Customer Service with whom I spoke stated: "most people who buy the duel range unit do so because they are vegetarians and prefer grilling their vegetables in doors." Not a response I was expecting and I trust not the company position as well.
If the technician was correct in that this is an "expected" inconvenience of the duel range and the cartridge issue, especially for propane gas users, I would hope that JENN-AIR is addressing the issue through its competent technical advisors with a remedy forthcoming. If in fact this is an inherent deficiency with the unit, without a technical remedy, I would like to know what alternative you have to offer me. Thank you for your consideration of this request.
KATY, TEXAS -- This is the worst refrigerator ever! It is extremely noisy when making ice, as the water fills and as the ice drops to the bucket. We live in a 4000 SQFT home and this ice maker wakes people up in the middle of the night. When complained to Jenn-Air they say it's in normal operating range. Jenn-Air refuses to do anything about the product. We are stuck with it! Terrible customer service.
BENTON HARBOR, MI -- After 7 repair visits my 7 year old six thousand dollar machine was given the death sentence when the nice folks at Whirlpool informed us that they no longer made the part needed to fix. Read the online reviews of this company prior to investing a penny in anything they make, and they now have KitchenAid, Jenn Air, Amana, all of whom honest salespeople will tell you are junk. Had to buy a 10k Subzero just to honor my new blood oath never to give this outfit another penny.
BIRMINGHAM, ALABAMA -- Diswasher, Oven and Cooktop - All three failed within the first year. The cooktop with downdraft is so poorly designed that if used, smoke fills the room. The dishwasher buzzes when running and the microwave oven completely shut down.
When we remodeled our kitchen in June/July 2012 we chose to have all Jenn-Air appliances because we thought they were quality. Big mistake, I would never use them again or recommend them. We bought them through our local "Quality Maytag Dealer" and the company was OK, although there were delays in getting the range and refrigerator from Jenn-Air but that wasn't their fault. Eventually all four appliances (dishwasher, gas range, French door refrigerator and range hood/back splash) were finally installed. Then the problems started!!
Within a couple months our top of the line dishwasher started to leak big time! The local dealer replaced a "loose connection" but then it leaked even worse. So they replaced the "entire pump" (it seems there was some 'design flaw'). That fixed it for a couple months and then everything stopped working and they had to replace the "entire electronic unit"! So, less than a year after it was installed, we have a 're-built' unit that was out of service for more than 3 weeks and took 5 visits to repair.
Now the refrigerator is acting up. It started leaking water because the plastic tray that holds water when it defrosts was broken! It was replaced (after 2 visits) and then a persistent noise was occurring every time the compressor when which on that was tracked to another broken plastic part. We're now awaiting that part and of course another, 4th visit to install it.
We had to have them return to adjust the flame on the gas range, which by the way is the 4 burner with the "griddle" which is really bad and totally useless. Doesn't heat hot enough to really make it effective. An awful mistake on our part buying this particular model. The only appliance that is working well is the range hood which is very good. However, we're holding our breath for when it goes out. BOTTOM LINE, it appears Jenn-Air has been living off its reputation for some time and its kitchen appliances are definitely first rate, dependable and quality products. We would NEVER buy them again.
We were sold an extended warranty by Jenn-Air on July 2nd. Apparently their high end appliances only last about seven years (I guess I should have kept the original oven that was in the house for 20+ years... only problem was that it didn't look "pretty" enough for me. Guess I screwed up big time!). Tech came to house on July 3rd to look at oven and said he would need to order parts and would be back the following Monday to fix oven. Never heard from them. We called (Monday, July 8th) and they said they were waiting on warranty company to approve repairs. Never heard back.
Called repair company this morning (Friday, July 12th). We were told that the warranty company, Federal Warranty Service Corporation, was supposed to have called us back Monday afternoon. Finally got Federal Warranty Company on the phone. Apparently they just dropped us with NO notification. Their warranty states they will notify a customer if the warranty will be voided. This never happened. I understand companies are in it for the almighty dollar. But why sell someone a warranty for $314 dollars and then leave them hanging and expect us to continually call back and spend our time on hold trying to figure out what is going on.
The estimate to fix the oven was $824. So this company was going to be out $510 on our warranty. I understand warranties are a gamble on BOTH ends. We may buy a warranty and never use it, or a repair may be more than the cost of the warranty. If our repair had been $100, they would have pocketed money; I would not have gotten a refund. Yet since they were going to be out-of-pocket a little they drop us with no notice. Unacceptable! Jenn-Air and Federal Warranty Company are a JOKE. Don't buy Jenn-Air and don't buy their extended warranty - they offer through Federal Warranty Service Corporation. You will be wasting your time and money.
ST LOUIS, MISSOURI -- I purchased a complete set of Jenn-Air kitchen appliances: oven, french door refrigerator, dishwasher and microwave, all stainless steel (NOT CHEAP). To replace my old Jenn-Air appliances. The dishwasher has smelled like sewer gas since day one. I had a plumber recheck the installation, p-trap, and cleaned it with vinegar, bleach and even seriously cleaned the garbage disposal.
I did everything I was told and it still smells awful, the cleaned dishes and dishwasher itself reek of the smell and that is just disgusting and totally unacceptable. I called and was made to believe it was my house somehow. Until yesterday I was at a friend's house and she has the same dishwasher and same problem. We found online a lot more people do too.
My refrigerator has broken down twice. The first time I had to wait over a week to get the part and have it fixed. The second time luckily the repairman had a Maytag part on his truck to replace my broken one with and fixed it, but I had to wait 4 days for him to come.
My microwave was broken when I got it, wouldn't work at all. So my oven is the only appliance that hasn't broken down yet!! But I ordered a convection oven and got a nonconvection unit, didn't know until it was installed. All of this and my appliances are STILL UNDER ORIGINAL WARRANTY.
I happen to be a certified professional chef who works as a private chef. I get asked a lot about appliances and I am so mortified by my experience with Jenn-Air I will never recommend them but discourage any and all I meet to not purchase this brand. I am tempted to plug my old Jenn-Air appliances back in from the garage because they don't make them like they used too.
I wish Jenn-Air would recall these dishwashers and stand behind their name and products. Then and ONLY then could I give a recommendation for them. I have made repeated requests for a manager to call me and so far getting a cold shoulder. If anyone at Jenn-Air cares about their consumers and their reputation I challenge them to do something about this matter.