I own a 7 year old KitchenAid 42" side by side built in refrigerator. The refrigerator side wasn't cooling. A certified technician came out and informed me the refrigerator needs a new Main Control Board. The problem is... the part is no longer being made. I have been told all kinds of stories... the plant was destroyed in a typhoon, tsunami, hurricane (take your pick). My only choice was to remove the board, ship it to be reconditioned and have it shipped back. All said and done, I will have been without a refrigerator for 2 1/2 weeks.
When I complained directly to KitchenAid, they offered me a new refrigerator at the "Friends and Family" discount. The part should retail for about $225. Why would I spend $6000+ for a new refrigerator when the part is so inexpensive? I am wondering if the control board is defective and KitchenAid is trying to cover it up.
MAITLAND, MISSOURI -- Our built-in refrigerator began leaking freon. I called a repairman when it would not stay cold and ruined everything in our fridge. After coming twice the repairman said it was leaking in the walls of the fridge and was not repairable. Shortly after that I realized it was still under warranty. Upon calling KitchenAid they consulted with the authorized repairman and agreed that yes this very expensive refrigerator was under warranty but not repairable. Their solution for me was that they would replace it with the only thing comparable to it which was about a $9000 built in.
The catch was that since mine was nearing the end of its warranty after prorating it I was still going to have to pay $4,400!!! Why should I have to pay for something that is under warranty but they cannot fix? By the way when they figured the prorating it was based on MSRP which nobody in their right mind would pay! I talked to ** in the built in department, and he was rude, could not sufficiently answer my questions and would not even pay for the repairman coming out either and it was under warranty. He would not let me talk to anyone over him and would not take care of the problem which was theirs to take care of.
I have been pleased with K/A in the past and have a kitchen full of their products. But after being treated like this I would not recommend them to anyone. I am not talking about a $500 dollar throw away fridge. It is a $9000 fridge!!! I don't mind an expensive appliance breaking down if the company will stand behind their warranty. But if the warranty means I have to spend $4400 to rectify the problem the warranty is a junk! If you don't have good customer service you got nothing.
JOSEPH, MI -- Exactly 2 years ago we completely remodeled our kitchen and purchased over $10,000.00 in KitchenAid appliances. Our French door refrigerator never sat right. It always looked like it was falling into the wall. My husband tried to level it and was frustrated that there was no way to level this fridge from front to back. He went on line and called customer service and was told there was no way to level this fridge. Upon moving the fridge out we also noticed that there was a bolt on the left side of the bottom of the fridge that was sticking out and gauging our hardwood floor when moved.
On several occasions when I had KitchenAid repairman out to my home I would mention the leveling issue on the fridge and kept getting the same answer. One service company told us that you had to put shims in to level it. I have never heard of putting shims in a fridge to level it. We called KitchenAid and told them our situation and that the fridge was also at this point making a lot of noise. This was a few months ago. We did opt to extend our KitchenAid warranty through what I originally thought was KitchenAid directly but it is a third party company called Assurant.
We were frustrated that we were stuck with a less than 2 year old $2,500 refrigerator, that we had to put cardboard in for shims to try to make it level and were now making a lot of buzzing noises. I called the warranty company and they told me they don't come out for noises. Next I called KitchenAid directly and they advised us to call the warranty company back and ask for a second opinion company. While we were on the phone with KitchenAid my husband realized that the noise was coming from the under belly of the fridge. It was vibrating on our floor.
After calling Assurant they scheduled an appointment with a service company who never showed after we waited from 8 am - 5 pm on a Saturday for them. I called the warranty company back not to happy but they scheduled Quaker City repair service to come out. They actually had been the company assigned to us by KitchenAid under the first year manufacturer warranty period. I was not very impressed with them from the get go. The repairman came, and looked at my fridge. After looking at it, I asked him what he thought and he refused to tell me anything. He said I would have to wait for a call for his report. He wanted to consult with someone else.
I persistently tried to get some information out of him. I have never had a repairman not tell me what the problem was with an appliance for a service call. This only confirmed my poor impression with this company. After one week of waiting to hear from them I called the warranty company who lied and told me they had no report from the service company. The only thing he told me was that the noise it was making could not be addressed until something breaks and he told me to put a shim under the part that was making the noise underneath. What professional repair people.
I called the service company and they read me the report and confirmed that the warranty company had a copy of the report. The service representative did read me a copy of the report which stated "Base of the unit is bent and preventing left right wheel to be on floor causing unit to be unbalanced." They told me that it was not able to be fixed. Assurant the warranty company will not fix the fridge or even address the issue because they are saying that the fridge was like this from the get go and KitchenAid says that it is out of the original 1 year warranty and will not fix it.
We have spent countless hours on the phone with KitchenAid and the extended warranty company that KitchenAid uses and have gone round in circles. Neither will take responsibility for it. So right now we have a pretty new fridge that has shims under the back to try to level it and shims under the belly pan area to keep it from making loud annoying constant buzzing noises. Which is still does constantly. I am ready to kick it to the curb. We are totally frustrated. Every time we call we have to go through the same story and you would think that after 10 or more phone calls it would be on file.
Somehow KitchenAid and the warranty company can't find our information each time. We are probably posting this on this website in vain but I am on a mission to post this information everywhere until someone listens and does something about my defective refrigerator. We are very unhappy with the lack of professionalism from KitchenAid's customer service, the repair companies that they use and the extended warranty company that KitchenAid offers.
BENTON HARBOR, MICHIGAN -- I bought a Kitchenaid side-by-side counter depth refrigerator (made by Whirlpool) in early 2006, having had great experiences with Whirlpool products for many years. I thought that a top-of-the-line Kitchenaid from Whirlpool would be a product with superior quality and reliability. Not so!
In April, 2009, I noticed that the temperature read out for the freezer was going up, though there didn't appear to be any problem with keeping things frozen. The erratic temperature readout continued though the freezer seemed to be freezing very well (ice cream that was hard as a rock, etc.). I had the Whirlpool authorized service company, ASI Appliance in Houston, come out. They couldn't find any reason for the erratic read outs and basically the technician suggested "just live with it, at least it's keeping everything cold," though there was of course a service call charge.
However, the unit continued to get colder I thought and seemed to be running most of the time; I called ASI again in October, after problems developed with vegetables being frozen in the refrigerator crisper, and the temperature readouts continuing to be erratic. They checked everything and still couldn't find anything wrong, though there was another service charge, of course. Finally, a week or so later, I bought a refrigerator thermometer and discovered that the freezer was cooled down to -20 degrees F.; also the ice/water dispenser had by now stopped working (the water line, not surprisingly, was frozen).
ASI came out again, though they sent a different technician. He consulted with Whirlpool technical support who advised that since everything else checked out, I needed to replace the two main circuit boards in the unit, at a cost of almost $600 parts plus $130 labor. After I complained to Whirlpool about all the expense (including replacing the circuit boards, my costs would total over $1000 in service calls, labor and parts over several months), they agreed to sell me the circuit boards at a discount.
Okay, I buy the boards for $300 and pay ASI $130 labor to install them. But it didn't fix the problem! Called ASI to come back. Finally, Whirlpool technical support tells the ASI technician "Oh, with the freezer being so cold, you're probably not getting an accurate reading on the thermistor resistance, so probably it's the thermistor that's bad."
So, in December, 2009, I paid another $60 for two new thermistors and labor to install, and the temperature control problems were immediately fixed. However, I'd spent $450 on new circuit boards that I probably didn't need, not to mention numerous service calls and labor charges, and much time off work to meet the ASI technician. (I'm even leaving out the part where Whirlpool sent a wrong circuit board and had to resend the right one, adding another week to the repair process and another 1/2 day off work.)
Now, five months later, another problem: This time the refrigerator is gaining temperature. Called ASI once more. They found a "loose connection" to the defroster heater, causing the condenser coils to freeze; they fixed it, for another $140 in service call and minimum labor charges.
So now I'm out $850 in repair costs. I just called Whirlpool to request some consideration from them on the expense over that past year, but they refused to reimburse any of it, though they were "sorry" I'd had so many problems with the unit. They offered me a "customer loyalty" discount on a new unit (which they had offered last fall); I declined, since when I discussed that with them last fall, the "discounted price" was about the same as the price from internet sites and discount appliance stores in the area.
So I add my voice to others on the site: Don't purchase Kitchenaid or Whirlpool products based on past experience. Their current products aren't worth the money or up to reliability standards based on my recent experience, and they don't value customer goodwill enough to "make it right" when customers have a terrible experience like this!
We purchased a set of Superba stainless steel appliances as part of a home remodeling project in fall 2002. This was after buying a Superba dishwasher some years earlier with some success. The range has given minor trouble - control failures, most of which seem to result from water vapor getting into the glass touch-screen control panel, a control knob that shorted, and a burned out heating element. However the mother of all problems is the refrigerator, which we bought for its looks - easily the best looking, inside and out, of any major manufacturer.
The refrig. has had problems cooling from the time it was new. Briefly, it cools by admitting cold air from the freezer section through a thermostatically controlled flap in the top rear of the dividing wall between the refrigerator and freezer. THIS EXACT DESIGN IS USED BY WHIRLPOOL, KITCHENAID, MANY KENMORE SIDE-BY-SIDE MODELS, AND SOME LG MODELS. The flap mechanism seems to ice up and stop working. At that point it can't control cooling. In our case, we noticed that milk would go bad.
Several service calls went by, during which we were told there was no problem. Eventually (after warranty expiration) another service call resulted in replacement of a control board (about $300). Only much later did we learn from a service tech that the problem was the temp. control flap "valve".
In 2006, just before its fourth birthday, the plumbing inside the fridge let go, flooding our kitchen and basement ($15,000 in damage, including replacing he kitchen floor). The service tech explained that the plastic tubing that feeds the icemaker and water dispenser had slipped out of a fitting under the unit. He replaced the fitting. I contacted KitchenAid and was told they had never heard of this problem. I kept moving up the KitchenAid organization but got the same answer all the way up the line - the attitude was basically this was not their problem.
A year later (2007), the refrigerator blew the same tubing fitting again, and again flooded the kitchen. This time the insurance company's engineer came in to look at it. He discussed with the service tech that had replaced the fitting the year before, and suggested this was a design or manufacturing defect. I contacted KitchenAid again, and again got the stonewalling from their people. Needless to say, we did not connect the unit up to water again. The ice dispenser does make a convenient ice bucket for the bags of ice we get at the store.
By January 2009, the temperature control was working erratically again, and all the fixes our tech had shown us (let it defrost, warm it up, etc., were not working. Time to bring in the service man again! This time, he said the flap/control mechanism was shot, and we needed to replace it. He stuck a pencil in the flap to keep it open while he ordered the part, so the fridge section could cool down. The part was another $250 (don't remember whether this included installation).
Finally, in June, the unit stopped working completely. Another visit from the service technician confirmed that the compressor had blown. He recommended we junk the fridge and stat. We have contacted KitchenAid again, but have not started to deal with their rigmarole yet. Went shopping for a new refrigerator today, and learned that our unit's design is shared by KitchenAid, Whirlpool, Kenmore, Maytag and some LG models - same parts, same systems, just different doors.
I'm now looking for any brand refrigerator that has nothing to do with KitchenAid/Whirlpool. At the high end, KitchenAid sells in the same price range as "expensive" brands like Electrolux (hopefully they are not Whirlpool too).
The KitchenAid approach to customer service is beyond useless. It seems to be part of their business process to simply deny that any problem with their appliance is their problem. They will bump you around from one person to another, all the way up to the "executive offices" (probably another desk at the call center, since the person I spoke to knew nothing about the products and seemed to be just following the same script as everyone else there.
Whirlpool makes a big song and dance about being an American product (most of their refrigerators, including the KitchenAid, are now assembled in Mexico - I think mine was still made here). They also do a pretty convincing sales job on commitment to quality (did you know their door bins are guaranteed for life??). When it comes to actually standing behind their product, good luck - these people will give you nothing but excuses.
Epilogue: These people actually made a good product and backed it, once. I own a Whirlpool refrigerator that has served us faithfully since 1986 - it's probably seen a repairman twice. They even had a "cool line" back then, staffed by people who could actually tell you how the fridge worked, and even how to fix it. Maybe with the downturn they will finally go bankrupt and sell out to Lucky Gold Star (LG) or some other Asian firm. It can't be worse.
In October of 2012 we purchased a new Kitchenaid refrigerator from Famous Tate Appliances in Brandon FL. The product selection was based on what was perceived at the time to be of the highest quality available and was purchased for the sole purpose of hoping to avoid any issues with reliability and future service should it ever be required. We had always been led to believe that Kitchenaid was the premium brand of the Whirlpool manufactured line of major appliances. Sadly this has been proven not to be the case.
After owning the product for slightly longer than 6 months we began seeing issues with the freezer and ice maker. (They basically did not work). The ice maker produced no ice and the freezer could not keep anything frozen. Appliance Service of Central Florida has been dispatched to our home dozens of times over the past two years and has been unable to repair or to convince Kitchenaid to replace the defective appliance.
Thousands of dollars' worth of food has been lost in addition to extensive personal time waiting for repair technicians to make multiple trips sometimes replacing the same parts and conducting the same tasks repeatedly (not surprisingly achieving the same lack of results).
It was apparent early on in the process that a quick and permanent repair was not going to happen within the initial manufacturer's warranty period which prompted us to agree to the purchase of an extended warranty. While repairmen have continued to make a constant parade through our home, there has been no willingness demonstrated by Kitchenaid to do the right thing and replace what is obviously a lemon (putting it politely).
An even greater insult is that even after refusing to live up to the word of the original warranty Kitchenaid has asked if we wanted to extend the warranty even further. I now have a very large and expensive piece of stainless steel and plastic sitting in my kitchen that quite simply cannot be used for its intended purpose. The service company is unable to repair it and the manufacturer is unwilling to replace it.
Let me make my point as clear and concisely as possible so that there are no misunderstandings. From this point on I will take any and every opportunity to discourage anyone from purchasing any product manufactured by this company. I will make it my mission in life to post as many negative product and service reviews on as many on line venues that will accept them. I will NEVER tolerate another of your products in any residence that I own or business I may be associated with. I will in great detail ensure that every family member, friend and acquaintance is well aware of the horrible customer service they can expect should they make the same mistake as I.
BENTON, MICHIGAN -- In April, I unfortunately spent $9,000.00 on KitchenAid/ Whirlpool appliances. Since then, I have had problems with the refrigerator. 3 service calls! Now it is Christmas Eve and the refrigerator is not cooling. I am having 22 people to dinner on Christmas. The repair man came and told me that it needs a new compressor. To make matters worse... it needs to be ordered. A 6 month old refrigerator should not need a new compressor! Obviously it is a lemon. Called Customer Service... vice. Apparently KitchenAid has no customer service. I requested a new refrigerator because I do not want to keep fixing a defective product. What happens when the warranty runs out?
Spoke to a CSR and her supervisor. Just kept reciting the script. Under my warranty... the compressor is a replaceable part so I cannot get a new refrigerator. I know that the CEO Jeff ** wouldn't want the repaired defective refrigerator either! So then I asked Kitchen Aid to find a compressor and install it so I can host the XMAS dinner. I was told that is not possible. Best they could do was overnight it and since tomorrow is Christmas the part would not be shipped until Thursday. Kitchen Aid is not only ruining my Christmas dinner. But it sounds like I won't have a working refrigerator for a while. Not even sure if they really are having the part overnighted.
Bottom line... Kitchen Aid does not care about a customer once you buy their products. No effort on their part, no matter what the circumstances! I am up the creek regarding my Christmas Dinner and they don't care. Additionally, Kitchen Aid probably doesn't want to replace the refrigerator because they will get more money for all the parts the defective unit will need in the future. Or maybe I will buy an extended warranty! Do not buy KitchenAid. It is now December 27th and I still do not have a working refrigerator. More importantly, I want a new replacement refrigerator!
We bought a side by side KitchenAid refrigerator in Feb 2008. A month later, every time the motor turned on it would sound as though an airplane were taking off. We called KitchenAid for warranty repair. They sent out a warranty repair company to look at it. They said that it needed a new motor fan. 4 days later, replaced the fan for the motor. They had to order the part. Fast forward to Sept 2013--we lost everything in our freezer & fridge because it was not cooling at all. We call a local appliance repair company, & get a same day appointment! He diagnosed the problem right away--our KitchenAid warranty repair was performed negligently.
Not only did they remove the electronic fan & replace it with an incorrect, generic metal bladed fan (losing all energy efficiency) but the repairman cut the wire harness & used twist-on electric cap connectors to connect it all together. Because the fan was the incorrect fan, the circuit board (main board) has burnt out. We now need a new main board, a new wiring harness, & an electronic fan meant for our fridge. The local repairman stated that we wouldn't be having this issue today if the original warranty repair was done correctly.
Just called KitchenAid & because it's outside of the 12 month warranty they will only sell me an extended warranty protection. Assurant Extended Warranty Company doesn't stand behind their warranties, so why would I want the headache? They have terrible BBB reviews, & everything that is on the internet is a warning to stay away from Assurant! KitchenAid will do nothing outside the 1 year warranty except for sell you Assurant's extended warranty--don't do it! In the meantime, I had to buy another cheaper fridge while waiting on a solution for the KitchenAid. Conclusion: Expensive overrated product, with poor quality.
BENTON HARBOR, MICHIGAN -- My 5 year old side by side Kitchen Aid refrigerator main board is going out and the only solution offered is to send them the board so they can rebuild it and send it back in 2 months. Are you kidding me? I spent almost $6000 on this appliance as I thought it would last me a long time. I would like others to contact me and see if we can get a class action lawsuit against this company?
Let's see if they get our fridges fixed maybe new ones since they don't make parts. This seems like a more common problem than any of us were aware of. I will be contacting their CEO ** to let him know what horrible service this is, "sorry we don't make the parts anymore". You will be without a refrigerator for 2 months???
NEW YORK -- My refrigerator is only 8 yrs old, and stopped working. I was told by a "certified" Kitchen Aid repairman, that I needed a new compressor which was $200 and a pan heater which was $100. Compressor was covered, pan heater not. Not bad, right? Wrong. The labor I was told was going to be anywhere from $1500 to $2500 dollars, and only a 30 day warranty. My refrigerator cost about $6000 to start. I said no way and went with a non-certified repairman who told me that he suspected it was something else, and it turned out to be a hole in a coil in the freezer which was leaking.
So for a total of $575 it was fixed. This was after waiting 3 months for a pan heater that was on a nationwide back order that I never needed. Had I used that guy, the problem would have still been there and I would have been screwed for a lot more money. Customer service is terrible, you cannot talk to anyone in charge. The repairman I used said lots of problems with Kitchen Aid, and to go with sub-zero.