NEW YORK -- Trying to contact a human is almost impossible. Then if you finally (after 2 days, and several hours being put on hold, and then getting two return phone calls which cut off after connecting me!) speak to someone, they route you over to other departments making you wait again. I gave my info, parts and Mod/SN to one parts person, then he sent me over to "Extended Warranty" department, who promptly put me on hold and made me wait through the queue again, then spoke to someone who put me on hold and bounced me over to two other departments who put me on hold again. I am talking 4 hours at minimum to order 2 dishwasher parts under warranty. This is ridiculous.
GREENSBORO, NORTH CAROLINA -- The rack is made of some kind of plastic that corrodes in hot water. The wheels fell off after only a few months. The tabs to raise and lower have never worked. I have had to finally use screws and pieces of glued wood to try to make it operational. It is garbage and Kitchen Aid knows it. They should be ashamed and hope they go out of business.
I purchased a high dollar, stainless steel KitchenAid dishwasher less than a year ago. My wife and I figured KitchenAid has a good reputation and should have good quality. Well, think again. Two of the four roller wheel brackets on the bottom rack bent out of shape from less than normal use. The wheels now fall off every time the bottom rack is pulled out to load or unload the dishwasher.
Fortunately, the dishwasher is under warranty so a repair guy came out. He told me KitchenAid makes its own parts and they probably don't want to make good brackets so they can sell more spare parts. As once a mechanical engineer, I reasoned that the brackets were not supporting the load of dishes on the bottom rack under the high temperatures during normal washing cycles. I think I could have easily designed a better part that could last 5 to 10 years without problem. How could KitchenAid design rollers that last less than a year? All I can figure is that they must make good money on their spare part business at the expense of its loyal customers.
As a not-so-proud owner of KitchenAid, I now am fearful of what else will happen to the dishwasher when it is no longer under warranty (one year after purchase). Note, I also bought a pricey KitchenAid cooktop and already one of the six burner switches had to be replaced. Hasn't KitchenAid heard of the big three car makers in the US who produced poor products and now they are playing catch-up to Japan's makers? Read "The Machine That Changed The World" by James Womack (from MIT) for that story. I imagine they will write a story about KitchenAid someday as well.
CHICAGO, ILLINOIS -- We have tried to get a service representative to repair our dishwasher since July 14th. It has been a horrendous experience trying to get service. We have paid well over $500 for the extended warranty, of which we have learned is totally fraud. We had one appointment on July 30th (which is way too long with a backed up, smelling dishwasher). The appointment was confirmed the day before by an automatic call. No one showed. We called and called, with promises the "supervisor" would call back. We waited around. We lost consulting fees on the 30th and many other days while awaiting phone calls and confirmations of a repair time.
Most of the people didn't speak English as their first language and was hard to understand, and useless in taking care of our situation. No one would allow anyone but A&E Factory Service to service our dishwasher. If we had not gone to the Attorney General of the state of Washington on July 31, 2013, we still would not have received any calls or positive action on the repair. Suddenly, on the 14th of August we receive calls, all mentioning the Attorney General contacting them and suddenly they wanted to do repair. This is fraud. As the sanitary situation was terrible and smell, we hired another repairman to come and take care of the matter 8/6/13.
We feel the extended service plan is fraud. We have paid over $500 since purchasing the dishwasher 12/12/08. We lost $1000 for consulting job that they never showed for. We sat around, missing more appointments, day and night when supervisors were to call. We are putting in a claim in small claims court for lost wages, extended warranty fees, and the repair itself of $258.67 from another repairman.
On the internet ** there are 847 comment from people with similar situations. And, these are people who are aware of such a website, how many people are there truly. We feel the warranty program should be ordered to "cease operations in Washington state" and money returned to customers. A&E Factory Service should have their license revoked. They are dishonest.
My 3-year old dishwasher has developed a large hole in the plastic basket that holds the silverware. This seems to be a problem caused by the heating element being too close to the basket. I have called KitchenAid twice about this but they are apathetic. They just quoted the price of a new basket (it's pricey). The first time I called, I was offered a discount on a new basket, and I was told that my concern would be documented. The second call I was told there was no documentation of the previous call and no discount either! This could be a fire hazard in my opinion, they should do much more to address this problem.
In 2005 we rebuilt our whole kitchen and wanting to buy American I bought KitchenAid top of the line dishwasher, stove, and fridge. In the past 5 years the dishwasher was worked on 4 times, the fridge once, only 2 weeks after the repairman who was fixing the dishwasher said "no worry about the fridge - they have made that one for years...UPS then the ice maker goes out."
The stove, real junk - 4 repairs on it and I was told NEVER to use the self-clean because it gets too hot and burns out the circuit board that runs everything - GREAT. And now here comes the holiday and the stove is out - NO FLAME anywhere.. now 5 repairs. But American? All the parts that broke were from Mexico and the new ones are from Taiwan. American what? Should have gone to Chinatown and bought Japanese..
While normally patient and eager to give the benefit of the doubt, I've had it with Whirlpool products. We own two homes fully equipped with KitchenAid appliances. Appliances in both homes are just over four years old. Primary home oven control board has failed. Dishwasher control board has failed twice along with one-time failure of door counter-balancing parts. While to KitchenAid's credit, they were kind enough to make concessions on what we paid for the parts, the multiple failures and labor costs incurred are inexcusable.
House #2 has high-end architect series kitchen. Fridge defrost mechanism has failed once, still not working quite right - and now self cleaning mechanism on dual fuel range oven is inoperable. I'll shed no tears when Whirlpool goes the way of GM, Chrysler and other major US companies whose short sighted examination of today's bottom line will crush the company's long term success. STOCKHOLDERS BEWARE.
FORT WAYNE, INDIANA -- I bought a new Kitchenaid dishwasher 8 months ago. I live alone and run this once a week, tops. The utensil basket has broken on the bottom in three different places already. I called Kitchenaid because the machine has a one year warranty. I was told that the basket breaking was cosmetic and they wouldn't warranty it.
How can this be cosmetic? If it breaks much more, the utensils will fall right through the bottom! I refused to pay for a new one and told the customer service clerk to get her supervisor on the line because this is ridiculous. 43 minutes and much arguing later, they said that a replacement would be sent to me free of charge. I was also told it might be the same color as the one that I have or it might not and that the lid isn't included. What a joke.
The kicker is that they tried to sell me an extended warranty before I got off the phone. If they won't stand behind their products under manufacturer's warranty, what makes them think that I'm stupid enough to buy an extended warranty? I think I'll try putting the utensil basket on the top rack and see if it breaks there. If it's just a heat issue, being up there will keep it away from the element. It's a shame companies make stuff so cheap. My old dishwasher lasted for 17 years and the basket didn't break anywhere. Thank goodness I kept it. At least I will have something to put utensils in when the replacement part breaks.
I had owned two KitchenAid dishwashers (from 1977 to 2009) and loved them. In 2009 I bought the two drawer dishwasher and I was warned by the salesman and my husband, but because of my experience with the other two, I went ahead anyway. To say that I am disappointed is an understatement. I hate it.
The space is awkward and inefficient. We are an elderly couple and don't need much room but this space is hard to use and I end up washing things by hand as it is too difficult to pack so that dishes will get clean. It does not dry my dishes half as good as my previous KitchenAids. I start it at 7:30 A.M. and come back at 11:30 A.M. and it is still going - how is this saving energy? Even after 4 hrs, when I unload there is still water on the dishes, plus I don't like listening to it for over 4 hours. I am going to write the president of the company as I am so upset. I have to eat crow and confess to my husband that he was right too.