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$8000 Fridge Dead In 2 Years-Kitchen Aid Doesn't Care
Posted by on
Rating: 1/51
BENTON HARBOR, MICHIGAN -- My husband and I purchased a custom home in November of 2010. We wanted high end appliances in our new kitchen and have about $25K in Kitchen Aid products in our Kitchen. The largest expense was our Built- In refrigerator, model number KSSC42QVS. We paid $8000.00 for this supposed "High End" refrigerator and 2 and a half years later it sits completely dead in my kitchen.

The past 3 months have been a nightmare. First, the ice maker assembly had to be replaced at a cost of about $400.00. The cheap plastic arm that closes the ice chute stopped working and allowed warm air to move into the freezer, then the compressor kicked in overtime trying to cool the compartment. 3 days after the ice maker was replaced, the refrigerator side stopped holding it's temperature. The compressor would kick on, the freezer would drop to -10 and the fridge temp would go up to 56-60 degrees. The repairman was out again, this time he replaced the damper door assembly which allows the air to move from the freezer side in to the fridge side. Cost to me $700.00 Again, everything was OK for about the 3 days and then the same problem happened again. The repairman was out again and this time replaced the thermistors. Again 3-4 days works properly, then compressor kicks on, freezer down to -10 and fridge up to 56. All this time, my technician is conferring with Whirlpool technical support and following their recommendations. Now Whirlpool says the main circuit board is bad. It cannot be repaired because all of the inventory was wiped out by the tsunami in 2010. I will have to wait 2-3 weeks while my board is shipped out to a 3rd party vendor to be rebuilt. Now I am out another $600 as we had to buy a cheap fridge to put in our garage because my $8000.00 fridge is unusable.

The board comes in, the repairman puts it in and within an hour after him leaving the whole fridge just shuts off. The rebuilt board is bad. The repairman is back with a new board. The fridge works fine for 3 days and then on June 27th the same problem is back. I let it run for a couple of days and by the 29th now the freezer isn't holding temp either. Both fridge and freezer are at 60 degrees. I called the repairman again and he tells me that Whirlpool is saying that they are out of ideas. My 2 year old $8000.00 refrigerator has some electrical problem and it cannot be repaired, I will have to buy a new one. Are you kidding me?

If I would have known what terrible quality Kitchen Aid is, I would have spent another $1000.00 back in 2010 and bought a Sub Zero. Please do not be fooled into thinking that Kitchen Aid is "High End and High Quality"!
I have sent letters to the CEO and President of North American Operations, sent emails and a letter to Kitchen Aid Customer Service, corresponded with a girl named Laura in their social media group who only reached out to me after I rated this fridge a 1 star on their website. I had tried to write a review the day before and it was rejected. Apparently if you tell the truth and say their products are of poor quality and their customer service is non-existent they won’t publish your review! I also got a lip service phone call from a Lady named Yvette M***. She left me a message when I wasn’t home. I have returned her call 5 times with no response. I am moving on to the Better Business Bureau, Kitchen Aid has deceptive manufacturing processes that are not disclosed! They do not make replacement control boards and if yours goes out and can’t be rebuilt you are screwed. They do not disclose this and don’t care that you are left holding the bill for replacement cost. They build appliances that cannot be repaired!!!
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Robert on 09/03/2013:
I have an 8 year old Kitchen Aid side by side KSS42QMX01 fridge and a kuwa244psso wine cooler. Both failed on the same day. Spent over $15,000 KA appliances for my home
Mo on 06/10/2014:
I feel your pain!! We to purchased a 36" built-in in 6/06, and have sooo many problems. The entire refrig has been gutted with new compressor, etc. not to mention the cuicuit board and hinges. Now, again, it needs a new compressor, evaporator, heat loop and ? The sealed system parts are covered (appx. $800-$1000) but the labor is not which will be appx. $2000 out of my pocket. The Technician that was out previously told me these type of sealed systems should rarely go bad which is why KitchenAid backs them up under warrantly. Go figure!! KitchenAid also bought me an ugly repair kit to cover up the burn stripe that runs from top to bottom on the panel between the doors which happened because they didn't put a big enough fan motor in the refrig. BUYERS BEWARE --DON'T BUY KITCHENAID!!! YOU WILL BE GRAVELY DISSAPOINTED!! Might as well buy lottery tickets -- you'll have a better chance of getting something you spent your hard earned money on!!
kit on 06/11/2014:
I'm experiencing the same problem as you, this is the 7th time that they've sent out a technician and this last one said that it's the board and they have to send it out and will not be back for 2 weeks. They suggest we go buy dry ice .. yes $%*# dry ice to keep food in our fridge until the board come back. I'm so done with them. I wonder if any of you have try sueing them, or did you just give up and buy another fridge. I swear I will never buy another kitchenaid as long as I live even if it's given out for free. It's just not worth the trouble. Cleaning out your fridge is a pain in the butt let alone cleaning it out 7 times and we've have $$ of wasted food gone bad. Do not buy a KA they are not worth the money and they have no customer service. Please if could you let me know what you guys end up doing? had anyone sue and won over lemon law? Or how to get some money back to purchase a new (non Kitchenaid) fridge? Please help! Your advice is greatly appreciated
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Customer Service As Bad As The Product
Posted by on
The following is a record of correspondence with KitchenAid. If you don't have time to read it, just skim through.

January 2005

Dear [KitchenAid VP]

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 [Dealer] who gave me the number for his customer service person at KA. I contacted [KA representative], 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 [KA representative], but never got a return call.
• With the help of a friend, I was put in touch with [higher-up KA representative], 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 [higher-up KA representative] but did not hear back.
• On January 25 I called and ask to speak to someone in the executive offices to see if [higher-up KA representative] was in the office. The person I spoke to (unfortunately I did not get her name) said [higher-up KA representative] was on a conference call but either she or [higher-up KA representative] 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 [higher-up KA representative] did get back to me and put me in touch with [KA Engineer] 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 [KA Engineer #2] who I believe is the project manager for the “fix” project.
• On February 24 [KA Engineer] 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 [KA Engineer] with a copy to [higher-up KA representative] and [KA Engineer #2] to check on the status. As of today I have not had a response.
• On about March 16 I had a call from [higher-up KA representative] 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 [phone number].

July 26, 2005

Dear [KitchenAid VP]

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.

August 19, 2005

Dear [KitchenAid VP]

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 [higher-up KA representative] was no longer with the organization but [KA representative] would handle the issue. [KA representative] 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. [KA representative] 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 [KA representative] 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.

September 20, 2007

Dear [KitchenAid VP]

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 [KA representative] 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 07/03/2009:
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
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Kitchenunaided on 06/22/2009:
I too had the issues of my dual fuel range malfuncitonig. The que to plug in the oven probe would come on when the oven was turned on and would not allow the oven to work. After multiple attempts by the technician to cure the issue,( replacing the mother board, the sister board and I think the cousin board, there was a crimped wire found and when that was replaced the oven now works. I am never going to buy another kitchen aide appliance as my diswasher is proving just as unreliable.
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Beware This Stove!
Posted by on
RALEIGH, NORTH CAROLINA -- I recently purchased a KitchenAid professional series stove KDRP707RSS with Steam Assist from Garner TV & Appliance, in Garner NC. (At the same time, I also purchased a KitchenAid range hood and KitchenAid drawer-model dishwasher.)

The stove arrived with the oven door pushed to the far left side as far as it could go, and it was locked shut. Some components needed for installation, along with the installation instructions, were locked inside the oven. The door itself could not be moved in any direction.

I called KitchenAid and requested a replacement stove, since the stove that was shipped to me was not usable. KitchenAid Customer Service informed me that their warranty is for repair, not replacement, and placed a service call to A&E Factory Service.

I then called Garner TV & Appliance and described the problem to them and told them I wanted the stove replaced. They told me they had to send a technician out first before anything could be done. They placed a service call to Appliance Connection.

On Monday, February 20, 2006, the technician from A&E arrived at 8 AM. He worked for two hours and although he partially dismantled the stove, he could not get the oven door to budge. He gave me a service ticket when he left which clearly states that the stove is badly damaged and the oven cannot be opened. Since he specifically said he could not repair the stove, I assumed it would be replaced.

At 4 PM the same day, the technician from Appliance Connection arrived. One of my friends let him in and ended up holding parts of the stove while it was being repaired. The technician was there for 2 hours. After an hour's work, he was able to force the oven door open and then exchanged the oven lock mechanism, which he said “looked defective.” After replacing the mechanism, the stove immediately locked again when it was powered on. It now displays an error code immediately after powering on and cannot be left with power because it beeps incessantly. It is actually in worse condition than before he arrived.

When he left he told me that the stove was “obviously DOA” and to give Christy at Garner TV & Appliance a call about an hour or so later to get the stove switched out.

When I called Garner TV & Appliance and asked when a replacement stove would be provided, I was told that they would not provide a replacement and that they would place another service call.

I have called KitchenAid at least a half-dozen times. When I spoke with KitchenAid, two different representatives told me that the dealer could provide a replacement stove, at the dealer’s discretion.

When I repeated this to Amgad Saad, the manager at Garner TV & Appliance, he told me there was no way they were going to replace the stove. I had two choices: have it repaired, or return it for a refund less 25% restocking fee (which is $930.75). I told him I have no intention of providing their business with almost one thousand dollars with nothing in return, and that it will not be repaired. Mr Saad also told me not to call the store again regarding the stove (that is, his word is final and there is no further discussion about it).

I did not purchase a floor model, sample, scratch-and-dent model, or reconditioned unit. I paid the full retail for a brand new stove from the factory. I am not paying nearly $4,000 for a reconditioned unit, and with the 4 hours of work already done on this stove and at least 2-4 more (a modest estimate, since there is now more than one problem evident), the stove I have qualifies as a reconditioned model.

KitchenAid needs to stand behind their products. All I get from them is stonewalling and a run-around that the dealer is the one to help me, not them. KitchenAid made the product and it is obviously defective, so they should be the one to take charge of the issue and replace it.

I am mobility impaired and do not want a stove in my home that might prove to be a fire hazard. The stove is so defective upon delivery in my home that I do not want it here. I have asked both KitchenAid and the dealer to do the right thing and replace the defective unit. Neither will do so and both claim it’s the fault of the other party.

I have filed a lawsuit on February 27, 2006 against Garner TV & Appliance to recover the money paid for the stove, delivery, and so forth.

KitchenAid has failed miserably to do the responsible thing and replace a stove that came through my door obviously defective. After four hours of repairs, it is in worse condition than when it arrived. I do not want a reconditioned appliance, nor one that is obviously defective, in my home, and since I paid for a new appliance (which I expect to arrive in perfect working condition), I asked KitchenAid to replace the stove.

At this point, I want a full refund of the purchase price. I do not want a replacement stove because I will not have any further interactions with Garner TV & Appliance after being told not to call them further about a defective product that they delivered to me. I have no faith that they will not do some damage to a replacement stove because of the nasty, rude, and belligerent tone taken by their store manager. I want no further interaction with them.

I will be posting my experience with KitchenAid on every Internet website that I can find that offers a forum for consumer complaints. I am also spreading the word locally about the reliability of KitchenAid products and the fact that the manufacturer refuses to stand behind their product.

I doubt that this posting or my letters of complaint will provoke either KitchenAid or Garner TV & Appliance to do the right thing at this point. However, as a consumer, I will not sit back and allow myself to be fleeced when spending four thousand dollars to buy what I thought was a premium product - and then finding out that K-Mart would have been the better source for my new stove.
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dsmith68 on 03/01/2006:
Your only course of action at this point is the suit against Garner TV & Appliance. Was this filled in Small Claims? Nothing gets quicker action from a local store than being slapped with legal action and also letters to the local media. Make sure you get lots of pictures, have them blown up and ensure you have copies for yourself and the court. Document everything clearly, especially the phone call where the owner told you to go away.
Slimjim on 03/01/2006:
Your suit should have been with Whirlpool Corp (Kitchen Aid's parent). Garner has no legal obligation to eat the cost of a stove with a replacement. That’s a manufacturer’s responsibility and you will lose that suit. Kitchen Aid has the discretion of repair or replacement under warranty, which specifically guarantees repair only to a customer. Your fight is strictly with Whirlpool/ Kitchen Aid over replacement. I would immediately withdraw your suit with Garner and re-file against Whirlpool if desired. Even that may be a lost cause because it appears they were willing to honor their warranty and fix the unit.
Anonymous on 03/01/2006:
Slim, I'm afraid you're wrong (again.) I have to agree with the first poster on this one. Addiditonally, I'd have refused payment on my credit card of cancelled the check as soon as this hunk of junk arrived.
Anonymous on 03/01/2006:
Maybe he should name both parties in his suit. The court can decide which is responsible. If you have a TV station there with a troubleshooter, call them. That publicity will get things hopping.
dsmith68 on 03/01/2006:
For an issue like this, I would not name both parties in his suit. Adding Whirlpool or KitchenAid would seriously effect the suit. There would be a big difference between a claim against a local company and a claim that would add a monster company located in another state. Depending on the state law, small claims might be the best place.
Anonymous on 03/01/2006:
You're right, D. But I'd have refused payment in the first place.
Slimjim on 03/01/2006:
No pirate, I'm not wrong, and if you were inthebiz, again you would know how this stuff goes. Poster, take my advice or not, it means nothing to me. I will, however, be the first to congradulate you if you come back and tell us you actually won the suit with the retailer. It's not going to happen though.
Slimjim on 03/01/2006:
Will say this though, you should have been given a new stove. DOA's usually are replaced and Garner could have done more for you. However again, it's what they have to do for you that you're fighting for.
Anonymous on 03/01/2006:
Poster, disregard Slims errant posts. I think he means well, but is too hard-headed to realize common logic. That's the trouble with public forums, even delivery guys think they have insight into legal matters.
dsmith68 on 03/01/2006:
Slim, I am not sure I understand your approach. If the customer purchased the item from Garner and it arrived DOA, then how can the customer then file suit against KitchenAid to have the item replaced? What if the customer just wanted their money back, sue KitchenAid first and then for KitchenAid to sue Garner to get the customers money? The issue is most definitely between the customer and Garner at this point.
Anonymous on 03/01/2006:
Spot-on, D.
Slimjim on 03/01/2006:
The way it works dsmith is Garner is the retailer; they buy the product from KA and resell it. If a product goes bad or is bad, the manufacturer is responsible. Garner did not make the stove, so how can they assure anything outside of not damaging it themselves. For replacement KA would need to send the retailer a new one to forward to the customer, then either take the old one back to the factory or let Garner keep it to part out. If KA won’t send a stove to replace the bad one, how can Garner help? Pull one out of their own stock, when it’s not legally their problem? Not likely, poster stated it was almost $4000, which sounds like a commercial style unit. Garner probably made no more than $300-$500 on the sale of the thing to start with. THEY ARE NOT going to give the customer a $4000 stove “on them” when it’s Kitchen Aid’s responsibility by warranty to assure their own products work for the consumers as described.
Anonymous on 03/01/2006:
While your efforts seems sincere, I'm afraid they are a bit off the mark, Slim. We need facts here, not mindless speculation.
Mad Eye Moody on 03/01/2006:
Slim's right.
Anonymous on 03/01/2006:
No, I'm afraid he's not. He gets credit for a decent google, though.
dsmith68 on 03/01/2006:
I am mostly going on my own experience when something similar happened to me. My action was against the reseller and I succeeded. At the point of sale, the unit was sold by Garner, not by KA. Therefore, it is Garners responsibility to ensure the unit works. This is not a case of buyer beware. From what Silm is saying, the reseller would NEVER be held accountable for anything they sold.
Slimjim on 03/01/2006:
You’re right to an extent dsmith but, here’s the kicker, Kichen Aid was perfectly willing to make sure that stove worked. Customer wants a new stove. That’s between them and Kitchen Aid and Garner’s out of the mix. Hey pirate, why don’t you back your smack up! See if Mr. Kellett has anything on his site about this for us.
Mad Eye Moody on 03/01/2006:
You're right pirate. I wouldn't know anything about this sort of thing.
Anonymous on 03/01/2006:
All I know is that if the local appliance store (which I don't own) happens to deliver a faulty or mangled product to my house, they are not leaving without it going on the truck. I'm not going to waste my time calling the manufacturer, I'm going to grab the store manager by the lapels and make sure he brings a new unit to my house. But hey, that's me, I don't let people give me the runaround.
Slimjim on 03/01/2006:
Well clearly you know more than he does about it Maddy.
Slimjim on 03/01/2006:
And what if he doesn't pirate and has your butt thrown in jail instead? So what your saying is you really don't know and have nothing to back up your flagrant trolling. But again, that's just you.
Anonymous on 03/02/2006:
No, guess you can't comprehend what you read. If somebody delivers an obviously damaged appliance to my home, then they should be expected to haul it immediately out to the truck it came in on. What is unreasonable about that? If they refuse, I stop payment, plain and simple. That's how business works, slim, or are you new to the planet.
Anonymous on 03/02/2006:
Just a little food for thought on this subject. Keep in mind that I've never been a retailer so I am not claiming to know much. But I purchased a very expensive Canon Camcorder ($2,500) a couple of years ago from a company in another state. One of the features didn't work so I sent it back and they sent me a new one. However, some of the mail-order internet companies tell you up front that once it leaves their warehouse, any problems you have must be addressed to Canon. That's part of why they sell it so cheap. They don't have to deal with returns. As long as you know that up front, you can decide if it is worth the few dollars that you save not to have the option of returning it to the store. I don't know how appliances work, but what would the store that you bought your oven from do if they opened one for their own use/demo and it was defective? Surely they wouldn't just eat $4,000. Heck no, they would return it, I would think, so why can't they return this one for this man?
Slimjim on 03/02/2006:
I doubt that stove was in stock because of its specialty. Special order, heavy deposit in advance, payment long since cleared upon delivery. Don't you think the poster is smart enough to stop their payment if they could? Are you done being publicly schooled yet, pirate? Sheriff, these aren't cars and not demonstrators. Stores really have no idea if their floor models work before they see the field.
Anonymous on 03/02/2006:
I think the store would notice the type of damage that this person described.
dsmith68 on 03/03/2006:
Regardless of who was at fault. I would still file a small claims action against the local store first. It is much easier to do so and most of the time, the local store will take action when they are served.

Also, I am curious how the local store sending out a techinician to try to fix the issue effects who is responsible. Would this not show they were taking ownership by sending someone out to fix it?
Slimjim on 03/03/2006:
Not really, they are billing Kitchen Aid for the service call(s) under warranty.
Anonymous on 03/03/2006:
Doubtful. At the point the store is assuming liability for the damaged product and in the court's eyes will have to make good with a smililar or better unit.
Anonymous on 03/03/2006:
BTW, no consumer in their right mind, despite the type of "specialty order" is going to pay in full BEFORE delivery. A deposit may be in order (though I've never heard of such) but certainly a consumer should hold back the majority of the fee, just for such cases as this. That way if a damaged unit is delivered, they won't have to dispute the charge/exchange with an uninformed former appliance store salesman like Slim.
Mad Eye Moody on 03/03/2006:
You want to know why I said Slim was right...that going after the manufacturer is 'right'? Look at it from the point of view of the lawyer. Most lawyers will go after BOTH parties...but they'll always find a reason to go after the big company first...any guesses as to why? Here's a hint. If $$$ = 'Small retailer', and $$$$$$$ = 'manufacturer' then who does ( * ) 'the lawyer' want to try to get settlement offers from?
Slimjim on 03/03/2006:
What really could you sue for here Mad eye outside replacement? Pirate has never heard of taking a deposit on a high ticket, special order item?! Well I think that should about wrap it up here.
Anonymous on 03/05/2006:
Guess you've just done business in a lower class part of town than I ever did, Slumjim. Our slogan was "A handshake is all it takes." We had a smalltown appliance store, as well as one "superstore," which we were part owners in. We sold a to a variety of clients, but I can't recall ever having one balk at payment, once the unit was delivered and setup. We had a few clients whom we had to work with on credit, but it was in our best interest to get the products into the consumers home. None of our technicians would ever think of leaving a damaged unit and say to the consumer, "Well, you're screwed, better call GE, we're outta here." Guess that's why we were successful and your little store went down the drain. But look at the bright side, now you get to answer the "trouble line" at the applinace phone bank all day, while posting drivel and trolling here all day looking for man-dates. Life just doesn't get any better for you, now does it.
Slimjim on 03/05/2006:
"Super Stores"? You're saying you owned part of publicly held company's like Circuit City, AND at the same time, a competitive Mom and Pop huh. More lies from the troll. I own some Intel shares, does that qualify in your book as owning part of them? ROFL.
Anonymous on 03/05/2006:
"super-store" well, that's what we called it when we partnered with a major supplier. Whatever half-wit. I don't feel the need to prove anything to a dope like you.
Slimjim on 03/05/2006:
Partnered with a major supplier, you mean like GE?? Hmm, isn'that what all retailers have to due to get product?
Anonymous on 03/06/2006:
maybe in tinytown USA where you live.
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Kitchen Aid Disgrace - Post Sandy Treatment
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Rating: 1/51
I purchased all new appliances after having Sandy decimate my new remodeled home. I asked the salesman at Plesser's 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.
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trmn8r on 08/29/2013:
You have not provided sufficient details about what was said and what options have been explored.

When the repair person said he wasn't coming because of KitchenAid, what was the reason? What is deemed to be the problem and solution? Is it under warranty?

You say you are without the appliance. Do you mean just the ice maker or the whole fridge? I would shut off the water to the ice maker (there should be a shutoff valve).

If the unit is under warranty, the consumer does have recourse. You haven't stated what KA has offered to do, which I assume is something. Replacing the entire fridge for a bad ice maker doesn't make sense. Replacing the IM should be relatively easy.
trmn8r on 08/29/2013:
Incidentally, the quality of all kitchen appliances has become quite poor in the last decade. Good luck.
Tezrien on 08/29/2013:
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Kitchenaid Needs to Refocus on It's Customers
Posted by on
Rating: 2/51
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.
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trmn8r on 07/19/2013:
All kitchen appliances have gone downhill in quality, sadly. Maybe that trend will reverse itself, in a wave of one company attempting to earn the customers of another and stand out. You can always hope.
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Never Again
Posted by on
Rating: 1/51
MANALAPAN, NEW JERSEY -- 1. In January, 2007, I purchased a new home in an "Active Senior Development". The Kitchen appliances came with the home. I am living here 5 1/2 years and have had ongoing problems with the refrigerator, the gas range, the dishwasher and the microwave oven.
I signed a maintenance insurance policy with Kitchen Aid. It turned out the policy is NOT with the manufacturer but a third party who sends sub-contractors as "repair Personnel".

2. Shortly after moving in the water connection from the supply shut off valve to the inside of the rear of the refrigerator "failed" inside of the unit. Water flooded from the kitchen into the dining room and hallway to two bedrooms, bathroom and laundry room. Of course the carpet was saturated and the sheedtrock in the kitchen alcove required redoing. A part in the refrigerator failed.

3. After the manufacturers warranty period was over, the ice maker failed. Again sub contractors were sent out to fix my problems and the first one made believe he did something which held until he walked out of the door. The second technician that was sent to me spent almost an hour looking at the icemaker before he announced to me that he wasn't qualified by Kitchen Aid to make repairs but I was charged a second time for these visits. Out of desparation I called in a company from the yellow pages who fixed the problem in less that a half hour. Now the entire ice maker failed, not just the motor. Water overflowed from the ice cube maker tray and proceeded to flow on the rear of the ice cube container on the door, down the front of the several shelves below the ice maker, which all froze.

I was able to shut the switch that controlled this gadget. After I was able to get the ice waterfall removed and expose the icemaker unit, I found that the plastic was completed deformed by the ice and the entire unit was destroyed. I spoke to several of my neighbors and lo and behold they had had similar problems. Some had maintenance insurance; the repairs cost was in the high two hundreds. One that didn't have insurance paiod slightly over three hundred dollars to get it replaced. The repair people said that the way the unit was manufactured failed parts could not be replaced and that the entired icemaker must be replaced.

I will never again buy a Whirlpool-Kitchen Aid product and warn anyone else that will be thinking of buying these brands that they are better off buying anything else!
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ok4now on 06/21/2012:
Don't feel bad. I just paid $650 to have my Electrolux ice maker repaired. It needed 5 parts, all special order and it was only 2 years old. The tech repairman said that Electrolux and Samsung have the highest failure rate. The repair parts are horrendously expensive and not always available. The sad truth is most appliances today are junk. They are designed cheaply with a life span of 10 years if you're lucky. Gone are the days where they lasted 20 plus years.

Actually Whirlpool and Kitchen Aid are rated fairly high. Unfortunately you got stuck with a lemon. I would complain loudly to the dealer and manufacturer for compensation.
WP2008 on 06/28/2012:
Hello abdc657. My name is Melanie and I am a representative with KitchenAid. We apologize about the frustration you have experienced with your refrigerator. If you would like us to look into this further, please provide your name, the name of the site you were contacted on (My3Cents), your user ID name (abdc657), your phone number, your address, the full model and serial number, and email the requested information to We would be happy to review your concerns further. Sincerely, Melanie.
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KitchenAid does not care about Product Longevity or the Environment!
Posted on
Moved into a home with a KitchenAid Range. It looks new, but in fact is 11 years old. The Range is a glass top, electric range with an electronic touchpad, Model # KESC300HWH5.. The pad died for the oven part of the range. Sears Appliance repair gouged me, charged me $139 to tell me the part was no longer made!! That's another story, and another review.... So I am forced to call KitchenAid myself and see what gives. When did 11 years mean an appliance is obsolete!? We complain up the food chain. No remorse, they don't care about their products once the warranty runs out! Now I have a stovetop that works and stove that does not. REALLY DISAPPOINTED in the greed, lack of environmental care American Businesses have come to. We repeatedly asked if throwing this 11 year old range in a dump was OK with them!!! You can bet I will not be replacing with another KitchenAid.
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trmn8r on 01/09/2012:
My understanding is that the industry builds appliances to last 7 years these days. That sounds shocking from the perspective of someone whose parents had an oven that was 50 years old when both had died. It outlasted them.
madconsumer on 01/09/2012:
all appliances are recyclable. even the insulation. as often as electronics improve, not a bad idea to replace them every 7-10 years.
trmn8r on 01/09/2012:
"as often as electronics improve, not a bad idea to replace them every 7-10 years." That's a super idea, except the OP can't without replacing the entire range due to the part being unobtainium.

As long as "electronics" are reliably designed and built, they will last a lot longer than 10 years. It isn't as if electronics wear out. They may fail if subjected to a harsh environment such as humidity or heat. That can be prevented in a good design. My 16 year old GE appliances with touchpads are going strong.
MRM on 01/09/2012:
Unobtainium- I have never heard this term before.
tnchuck100 on 01/09/2012:
MRM, Unobtainium is a new element used in the manufacture of appliance electronic control boards. It is VERY expensive and has a half-life of 8.3 months.
MRM on 01/09/2012:
Thanks for the precise definition, Chuck.
trmn8r on 01/09/2012:
That's a new element, discovered by people who buy appliances these days. Chemical symbol "Um".
At Your Service on 01/10/2012:
All these comments bring up very good and interesting points. It is true that the average appliance lasts about a decade now. Depending on several factors, one may get more or less on the product. Kitchenaid is no different than any other brand in this respect, so writing off one brand is not likely to resolve anything with the next.

Overall I have to say I like Kitchenaid brand ranges and ovens. They're rated fairly well by most publications. You may consider a Wolf range on replacing the unit, however expect to pay considerably more.
Pat Mann on 01/10/2012:
Unobtanium... a rare and valuable substance found on the planet Pandora (?), as shown in the documentary entitled "Avatar"
Venice09 on 01/10/2012:
I'm willing to bet that the only appliances that last a decade are the ones hardly used, and even then it's a stretch.

A well built appliance shouldn't break the bank. Why can't they be affordable and reliable?
madconsumer on 01/11/2012:
my GE washing machine and dryer are over 10 years old and going strong.
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Worst Warranty Ever
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CHICAGO, ILLINOIS -- I purchased the warranty that KitchenAid authorizes and it was the worst experience I have ever had with a warranty company. My refrigerator stopped cooling and they would not send anyone for five days. I was told several different stories - one that I should call a company was not on their list of repair people and they would pay me directly for my out of pocket expense. When I double checked on that I was told that was not true and they would not reimburse me. Five days later after my food had spoiled not only one company came but three companies either came or called to say they were on the way. They said they had no emergency plans.

I would buy a new refrigerator (not a KitchenAid) rather than pay any more money for a warranty from them.
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Venice09 on 07/11/2011:
That's one of the drawbacks of extended warranties. You are bound by the company's choice of repair shops, and oftentimes they are either incompetent or make you wait too long, or both. Instead of buying an extended warranty, it's better to put the money aside for repairs. That way, you can call the repair shop that's most convenient.

By the way, five days is pretty quick. There's another review posted today where the customer is expected to wait almost a month!
trmn8r on 07/11/2011:
I know 5 days sounds long, and obviously it means you lose all your food. But I don't know of a warranty service that will come faster than that. Maybe there are contracts that provide emergency response times.
consumereye on 01/07/2013:
I must agree this warranty is the worst investment ever! Called KitchenAid because my basket was broken after just over a year on my dishwasher. I purchased the 3-year extended warranty but of course, this wasn't covered. Is a basket supposed to fall to the bottom on a $1000 dishwasher after 14 months??!! do not purchase this rip-off!!
April on 08/05/2013:
We have also had no luck with Kitchenaid. After about a year our top rack broke and had to get that replaced. Now after a year and a half we are told our motor needs to be replaced and will be at least $275 to fix. What happened to the appliances that are expected to last 10 years? This is our third dishwasher since we've been in our house just over 10 years! I'm sure we'll pay to fix the motor and just hope it holds up but I am soo tired of thinking we've bought nice appliances only to wish we had the old reliable basics!!!
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KitchenAid High End Products Get Low-End Support
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It was down to Viking, Wolf and KitchenAid for our high end remodel. We chose KitchenAid (price - performance seemed comparable). The $6500 dual-fuel range has NEVER heated properly. KitchenAid repair can't figure it out. They told me live with it. Then a light went out in the hood. The manual says to unscrew two screws to replace it. But the screws are improperly manufactured and even service repair couldn't get them out. I called KitchenAid to complain that I can't even replace a lightbulb in my hood and that it is a latent defect. They told me too bad - out of warranty. So I wrote to KitchenAid and got a total blow-off, they said in essence "parts fail", too bad.

If you are buying high end products, don't even waste your time on KitchenAid. I've had Wolf equipment and they never treated me as poorly as KitchenAid.


Update 3/10/2011:

I wrote a letter to the Consumer Affairs department and cc'd the CEO and Chairman of the Board or Whirlpool. They called me back and said they'd pass my issue on to engineering. That was 2 weeks ago. Still waiting. It's very unfortunate that I have to take the time out of my day to write to the CEO to get attention to an obvious design flaw and failure on the part of the company to respond in a responsible way. I'm understand that products fail. But that's what customer service is supposed to be for. Trying to work with KitchenAid customer service is like dealing with the DMV - a very discouraging experience.

And to those who commented that I should have done research before buying - I did, but you miss the point of my review. All the high end products have complaints. My issue is not with the products per se but rather with customer disservice. When you buy a top of the line product, it should come with top of the line support.
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Venice09 on 02/21/2011:
Too bad you didn't do some research before spending so much money on KitchenAid appliances. It wouldn't have taken long to find out that KitchenAid is not the high end company you thought it was. Sorry you had to learn it the hard way.
Anonymous on 02/21/2011:
It used to be if you paid top dollar for something, you had a good quality product. I guess KitchenAid has proven this theory wrong. Thanks for the post.
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Posted by on
Purchased the disposal in November after looking at many others. The moment it was installed by the plumber, I knew it was a problem. There is a flange that the waste products must pass down before the disposal will work. The food will NOT go down into the disposal and customer service told me today, after sending out a "service person" that I am required to either push the food waste down manually or use a tool. It is supposed to work this way. No where in the literature or in the demonstrations at the showrooms does anyone indicate that this is the way to operate this machine.

This is unheard of and inappropriate. Not to mention it is ridiculous. I have had four garbage disposals before and never had this issue.

I absolutely cannot stand this machine. I also find that the "customer service" is non existent. The person dealing with the issue in the executive office has never had a garbage disposal or has never used one, nor has she saw a Kitchenaid disposal at anytime in her company experience, yet she is telling the consumer HOW TO USE THE MACHINE and that this is the correct way and that this machine is working properly.

Has anyone else had this issue with the disposal?
The service man came to check the machine and he also indicated to me that this is unheard of and inappropriate, yet went back to the office and stated to the company that it was running perfectly. Did he tell them what they wanted to hear? It was only 5 days before I reported my disappointment with the product, yet once it is installed, there is no recourse for the consumer other than to deal with a machine that is HORRIBLE. Also, the service man stated that the engine was not working properly, yet they reported that he stated it was fine!!
What is my next step? Other than to tell anyone who is looking for a disposal to MOST DEFINITELY NOT PURCHASE THIS MODEL. Perhaps if people stop buying the product, they will do something about the poor performance and workmanship.
Also, I thought customer service was supposed to help the consumer? Did they forget that without the consumer, they would NOT have a job??
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2cent-er on 02/19/2011:
I guess? what you're expecting is; when water/disp turned on it should suck waste down? they're correct. you have to push it into disposal- for a few reasons...after the splash guard["flange"]wears it'll more easily pass the waste but that's not a good thing-think $$$ring falls into to the disparities of service report; too many times techs will tell cust what they want to hear instead of the reality of something. gets them out of the house but is very frustrating for the consumer.
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