We have had our appliances for a little over 2 years and ever since one has been service at least 1 time. We bought the highest end that they offered. When calling in to make a service appointment I am forced to sit and wait for a representative for at least 10 minutes. After explaining what I needed I was then transferred to a dead line and hung up on. I called back immediately and had to explain everything again only to have the representative tell me that I was not under warranty. I hung up and called back again and the third representative did verify that I had an extended warranty and schedule the appointment.
I took off work for 5 hours to wait for the repair company. I was home waiting and after an hour someone called and said they screwed up and had the wrong number and didn't show the extended warranty so they just didn't show up. I just called again and got transferred all over the place only to then have the final person say that they wouldn't cover the issue we were having. It is a total cluster mess and I am livid. I have a 2 year old stainless steel range top that is constantly covered in rust and they won't cover it?!? Not a happy customer at all.
CHICAGO, ILLINOIS -- I have a KitchenAid stand mixer that broke. I find there is ONE place in all of Illinois that is an authorized service center - they are only open M-F 7AM - 10AM. This is Chicago - not some small town. KitchenAid couldn't care less about their customers. They have your money, you are on your own.
ORLAND PARK, ILLINOIS -- My 7-year old built in KitchenAid refrigerator cannot be repaired. The water and ice do not work and after at least 7 service visits, we are told that the entire door needs replacement but KitchenAid no longer makes the door so we have to buy a new fridge at the cost of $10,000.00. This is absolutely ridiculous.
I purchased all new appliances after having Sandy decimate my new remodeled home. I asked the salesman at Plessers a local appliance store. What he recommended as the best (I previously had Wolf) and he swore Kitchen Aid was the best. I asked him if they stood behind their product and he was emphatic that they did. Well, having experienced a total nightmare with the new side by side refrigerator/freezer I can tell you quite the opposite.
I came home ironically to a flood in my kitchen--not once but three times. Imagine having nothing but the clothes on your back and being displaced for 10 months and going through a major natural disaster and then having to deal with this. We called the appliance store who refused to exchange and who sent service. The serviceman was downright rude and said it was the ice maker. He was going to order parts and would be back the following week. I took the day off work and waited to no avail. He called me back at 4pm to tell me he called Kitchen Aid and that wasn't the issue and sorry but he wasn't coming.
I called Kitchen Aid to try to explain my dilemma--displaced for 11 months nothing but the clothes on my back and they were so cold and rude and just downright nasty--I have never been treated in such a manner before. Their Customer Service was deplorable and their Executive Group even worse and believe me cost was not an issue I would have spent 5 times as much all I wanted was good product.
I begged and pleaded with several people for an exchange because I don't want to have to come home to another flood in my kitchen, the young lady who claimed she was on the executive committee refused to help, was like a cold robot and told me sorry my final decision much of nothing for you. Disgrace!!
So now it's been over a week I have no appliance and no return phone calls. I even called someone in the media dept who said she would help and I have not heard from one individual. Shame on Kitchen Aid because I'm sure if Mr Fettig (CEO) had the issue that I had and found several inches of water in his kitchen he would want a new appliance.
Apparently all Kitchen Aid cares about is getting their money and then just too bad if you have a problem. I'm at a total loss. I don't know whom to call or where to go. But I have a non-functioning appliance. Good thing I was smart enough to buy a Wolf cooktop--I still have the double ovens with the plastic on them never even used and the dishwasher all kitchen aid. I will never purchase another Kitchen Aid/Whirlpool or any other appliance or product manufactured by this company. Does anyone even know who I can contact for some resolution or assistance seems like the consumer has no recourse. Thank you.
CENTERVILLE, OHIO -- I own several Kitchenaid products, including a Kitchenaid Architect series range. I own two stand mixers, one vintage (I'll never part with it) and a newer professional series model. I also love my KA hand mixer. Initially I had issues with the range regarding the oven racks. After purchasing and when it was delivered, I noticed the racks were poor quality. They bowed if you put a dutch oven in for baking. I was furious.
All that money and the racks bow in middle? Took 7 calls to KA customer service for them to finally send out a technician. What was troublesome was it took that many calls to get action and for them to admit there was a quality issue with those racks. We did get it resolved and they replaced the racks with commercial grade quality.
Still loyal to KA, I purchased a 15 cup food processor recently after chatting on line with a KA representative. This is from their website. They assured me this product was made in the USA. Wrong. When I got it, it felt light and cheap, flipped it over and said "made in China". I opted to return it. Took three calls to Customer service to get a return label.
Now after them having the Food processor back for almost 3 weeks I have yet to receive a refund. I found out after speaking with 5 reps now, each has a different story to tell about the refund and why I haven't gotten it. This last representative told me they only process refunds on Thursdays. My refund request went in a week and a half ago. I must have missed that Thursday's process. So, we'll see if mine made the cut this week.
KA management needs to take a hard look at their operations on the customer service side. While they make what I consider, good products and mostly made in the US which I appreciate, lowering standards will catch up with them. I want to remain loyal to them but I would be hard pressed to recommend buying their products, especially if there is a problem you have to go to them to resolve.
I ordered a KitchenAid Artisan Mixer and accessories for over $500 on Dec 7, was told I'd receive it by Dec 20 and thought I was set for Christmas. The confirmation email said I'd get a shipping notification when it shipped. On Dec 15 still had not received a shipping confirmation. I called customer service. They said it would ship on Dec 15 but would take 7 to 10 days to arrive. I wanted to cancel the order and order via Amazon but they said I couldn't since it shipped.
On Dec 17 I called again since I didn't get a shipping confirmation by email. The customer service representative told me that it shipped that morning (Dec 17) at 9am and gave me tracking numbers. I tried the tracking numbers at FedEx ground and they come back as invalid. Called again and now the story is Fed X takes 24 hrs to update it's system. I feel like it's one lie after another and I have no confidence I'll actually receive anything. Last time I ever order from KitchenAid. Given the product warranty issues I've read about as I've researched them, it's definitely a company to stay away from.
VIRGINIA -- I live in a large metropolitan area and when my refrigerator freezer stopped working (under warranty period) there was only one service provider available who could service my refrigerator. They could come in 10 days then the part could take 10 days to arrive. New part put in and freezer still doesn't work. Will take another 8 days before a service tech can come back.
KitchenAid is totally indifferent that it is almost one month later and product doesn't work. "Sorry we can't make more service people available". I could understand if I lived in a remote area but only one tech for a very large metropolitan area really!!! I have learned a valuable lesson--find out if there are any authorized service techs in your area before purchasing an appliance.
GREENVILLE, SOUTH CAROLINA -- I have a kitchen full of KitchenAid Architect II series products bought for my new house in 2008. Repairs have run $300 for the ice maker in year 2.5. Now I am faced with a bad motor and other items in the dishwasher $700.00 and a bad board and display for the icemaker/water dispenser in the fridge $900.00. I spent over 12,000 on the appliances. You would think KitchenAid is a quality product but after reading more recent reviews and through my own experience I realize that they have major QC issues.
The customer service line is apathetic also. You can get someone to place a service call ($) in a few seconds flat but actually doing something to take care of the customer beyond that is hard to find. When I wanted to register a complaint I was transferred to some line that just rang and then I got cut off. Come to find out there actually is no such line. They seem to know the drill really well. I wish I had known more before I purchased their products. Hopefully this will help someone avoid my mistake.
BALTIMORE, MARYLAND -- Our 14 year old Kitchenaid oven caught on fire while broiling salmon. The fire was electrical in the oven and not due to cooking. The oven had been spotless before and was a disaster after the incident. I called Kitchenaid and told them what happened. They sent someone out twice from a totally unresponsive service company who denied anything was wrong with my oven, and tried to make me sign something saying they are not responsible for damage done to my floor if they damage it taking oven out of wall to look behind it. They damaged the kitchen wall below the oven, which had to be repaired.
Another company came out and said they didn't know what was wrong either. I said they should give me a new oven under the terms of the policy, but Kitchenaid refused to do this, too. After having no oven to use for 3 weeks, my husband and I finally went and purchased a different brand oven, had it installed, and the wall repaired. Kitchenaid refused to give us anything toward the cancellation of our service policy which still had a year left on it refused to give us prorated rebate towards new oven, or anything else. Feel like our money on the Kitchenaid policy was thrown out and wasted.
Even worse, Kitchenaid products are lousy and unreliable, and the Service dept is unwilling to resolve problems in a satisfactory manner. Lesson learned -- NEVER PURCHASE KITCHENAID APPLIANCE AGAIN ever!!!!!! Stay away from this lousy company!!!!!!!!
When reducing an achieved temperature resetting the new temperature causes. uses the temp to drop precipitously and the oven goes into pre-heating mode. This turns on the broiler element which can (and did) burn the item being cooked. According to Kitchen Aid, "the only way to change the temperature is to cancel the current cooking cycle and restart with new desired temperature. That process would be normal." This is the response even after I told them about the pre-heating so I guess they are OK with it. (My Thanksgiving turkey wasn't too happy.)
Other issues with the oven are how long it takes to get up to temperature in the first place and how it can drop 50 degrees when you simply turn it off to reset the temperature, as instructed, when the door was not even open. Perhaps this is "normal" too. In one case the temperature never returned to the reset and lower temperature. The dysfunctional oven was only surpassed by the poor customer response which took over 3 weeks.