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.
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.
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.
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.
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.
GREENVILLE, SOUTH CAROLINA -- We bought a Kitchen Aid wall oven ($1,800) last April. Had it installed in June. Was cooking Thanksgiving meal and the oven went off only after an hour and a half cooking time. Ended up having to take everyone out to eat as I couldn't finish cooking the turkey (24lb) and rest of meal. They came out and said it was a loose wire even though the digital read out said it was the relay board. Thinking the oven was fixed I started cooking the Christmas meal only to have the same thing happen. How frustrating.
It took a serviceman a week to get here and then he said it was the relay board and they would have to replace it. It came in and when the serviceman came out he found out the wrong color board had been ordered and that was almost 3 wks ago and we haven't heard a thing from anyone. I am so disappointed in the service and the function of this oven. I will never buy another KitchenAid product. I have several in my home and they used to be very good and have a good reputation but not anymore. This problems has caused a lot of money and frustration to say the least.
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.
The following is a record of correspondence with KitchenAid. If you don't have time to read it, just skim through. I am writing to you after unsuccessfully dealing with various levels of your organization. I read with interest your comments on customer service in an article in “Inside 1to1.” I hope your general success is better than what I have experienced.
In early August I ordered a full set (Refrigerator, Dishwasher, Microwave, Range) of KitchenAid stainless steel appliances from a dealer in Phoenix, Arizona. Because the range was a new model, we understood the delivery of the range would be delayed for a few weeks. In September the range was still being postponed, so we took delivery of the other appliances.
In early October, a range was delivered which was damaged to the extent that the door would not even open. Needless to say I did not accept the product. On November 2, another range was delivered, this time with no visible damage. Very quickly we realized there was a heating problem when the oven temp is raised after the initial preheat. It would take 30+ minutes to go from 350 to 500. I contacted KA Customer Service and scheduled service with “Appliance Doctor” on November 22. Diagnosis “Bad Heat Sensor,” and the part had to be ordered.
While preparing Thanksgiving dinner, we discovered that periodically one burner would just not work. Heat sensor arrives mid December but does not fix the problem. New diagnosis, “Bad Control Panel." Control panel and heat element switch is “rush ordered.” Control panel arrives December 20; the new service tech is not aware of the problem history. The wrong part was ordered for the burner switch. The technician did not want to install the control panel because he did not have the switch to replace at the same time and he wanted to talk to the KA service technicians. And he was also trying to get out of town for Christmas.
Switch arrives January 8. The service technician installs both the switch and control panel, turns the burner on to establish that it would heat and leaves without checking the oven performance. He told me to call if it did not fix the problem. I contacted the sales person at ** who gave me the number for his customer service person at KA. I contacted **, who scheduled A&E Factory Service to come out January 13.
A&E spent 1 ½ hours only to say “I don't know what is wrong – I need to call KA technical service.” He left stating he or his boss would get back to me the next day. During the week of January 17, I left two messages for **, but never got a return call. With the help of a friend, I was put in touch with **, who assured me she would resolve the problem. On January 20 she said she had a call in to the engineer and would get back to me. On January 24 & 25 I left messages for ** but did not hear back.
On January 25 I called and ask to speak to someone in the executive offices to see if ** was in the office. The person I spoke to (unfortunately I did not get her name) said ** was on a conference call but either she or ** would get back to me that day. It is now 5 PM EST and still no call.
This letter was put on hold on January 26 because **did get back to me and put me in touch with ** in the engineering section. His team was able to reproduce the heat recovery problem I have been having. The control panel “fix” was turned over to ** who I believe is the project manager for the “fix” project.
On February 24 ** notified me via e-mail that the new control panel should be ready to ship as early as “next week.” At the same time replacement cooktop controls would be shipped, and a local repair person would do the work. On March 7 and again on March 14 I sent e-mail to ** with a copy to ** and ** to check on the status. As of today I have not had a response.
On about March 16 I had a call from ** to see if I had been given any information on the parts. I said I had not but was about to send a follow-up e-mail. She said she would check on it and get back to me. On about March 18 I called [higher-up KA representative] and left a message requesting a return call. As of 3 PM March 21 I have not had a call. Needless to say my frustration level is very high. I would appreciate any help you can give me which this situation. I can be reached 7 AM – 4 PM at **.
I have not been in touch with you for several months so, just in case you forgot who I am, I have attached a copy of the letter I wrote to [you] concerning the problems I had with my KitchenAid range. The reason I am writing is that I recently received correspondence inviting me to purchase warranty extensions for the suite of KA appliances I bought at the same time as the range. Since I hardly got a “Thank You” for all the trouble I went through with the range, I thought it would be very kind of you to grant me a three-year warranty extension on all the products.
I am writing to you once again to ask for your assistance but also to make you aware of a complete lack of follow through of your customer service organization. As I explained in my first letter, I had a very frustrating experience getting resolution on basic design flaws in my KitchenAid range. It was only after a letter to you that the problem was resolved. When I received offers for extended warranty coverage on my appliances, I wrote with a simple request to extend all the warranties for the three-year offer at no cost to me. I received a call stating that ** was no longer with the organization but ** would handle the issue.
** stated that there was no way they could possibly extend the warranty on all the appliances but they would be willing cover any repairs to the range to be reviewed on a year-to-year basis. I agreed to the offer but explained how disappointed I was with the handling of the problems from day one. I stated that it seemed as if I fell through the cracks at every turn. ** apologized for the previous problems and stated she would send me a letter stating what we had agreed on so I would have documentation to refer to. It has now been almost three weeks since the call from ** and I have not received the letter as promised. I am once again mystified by the lack of commitment to customer service of your organization.
I am once again writing to you to keep you abreast of the ongoing saga of my KitchenAid appliances. So I don't have to recap here, I have attached my previous correspondence with your organization. In July 2007 the refrigerator compressor went out, which was covered under warranty. However, I was charged $129 for Freon. In December 2006, the refrigerator startup capacitor for the compressor went out which cost $229.
In January 2007 we discovered a half-inch chip in the plastic handle for the microwave. I decided I could replace this myself and purchased the handle from a local parts dealer for $46. After some study I realized I could not figure out how to remove the chipped handle. When the repairman was here in July, I ask him to replace it.
After considerable study and calls to KA tech support, he/they could not figure out how to remove the handle. I later got a call from the owner of the repair company stating the only way to fix it is to replace the entire door at a cost of $300. At this point an additional crack has developed in the plastic handle and I'm sure it will eventually break. It is just my wife and I using this appliance, so it is not caused from abuse.
Sometime prior to December 2006, the range sounded like a helicopter taking off when in convection oven mode. Since it was still under the repair agreement your office extended, I contacted the person who took over for ** and they arranged for service. It turned out to be a loose nut holding the convection fan blade.
After the most recent refrigerator repair I received an offer for an extended warranty at a cost of $138. Because of the demonstrated unreliability of KitchenAid products, I paid for the plan. I am so fed up with these appliances that I would replace them with another brand if they were not so expensive. If I do not hear from you with an offer to fix the microwave door and restitution for my repair expenses, I will be forced to go to my local newspaper and television consumer complaint office as well as posting my experience on any Internet site I find under “KitchenAid Problems,” of which there are many.
Resolution Update on 07/03/2009:
Within about a week after I posted two letters documenting serious problems with my KitchenAid Architect Series suite of appliances, I was contacted by the Customer Service Department at Whirlpool, which apparently owns KitchenAid. They offered to fix my appliances (I had a dishwasher problem after I wrote the two letters), reimburse me for about half of my out-of-pocket expenses, and replace the microwave door and stovetop free of charge. They were prompt, efficient, and helpful throughout the process.
Comment67 on 7/3/09