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.
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.
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.
HOLMDEL, NEW JERSEY -- My problem with A&E began on Jan. 8, 2008 when I called them to fix my ice maker which was not making any, and the whole system had to be looked at as the temperatures were not distributing evenly. The technician said we needed to add a line heater along with a valve. Waited for parts, he came, changed the parts, less than 1 week later the whole refrigerator just dies. I call them directly set up appointment and was told that the evaporator fan failed, have to order the parts. Waited another 3 days.
Wouldn't logical sense tell you that the part should have been expressed to us? Waited 3 days for the part which arrived on a Friday afternoon. Called them to set up appointment for the same day which was a fantasy on my part. Waited until Monday. Different repair man shows up, opens box only to find out 10 minutes later that it's the wrong part. He said he'd order the part, and for me to set up an appointment for them to come back and install it. Here it is Feb. 2nd. And still no part. We called them yesterday to find out what's going on and were told the repairman never ordered the part. Mind you, I called them this past Monday and was told it was ordered.
My husband and myself are so disgusted with A&E also with KitchenAid who sent A&E to us in the first place. We have an extended warranty and I guess A&E feels it can do whatever they want with our warranty. It is just blatant disregard for the service they should be providing.
We also have a KitchenAid double wall oven which constantly has to be worked on, along with the refrigerator. I have a BOSCH dishwasher 13 years now that has never had to be repaired. I have a Hotpoint, 20 year old refrigerator (thank God)! That has never had to be repaired either. Never again will we purchase a KitchenAid product.
701 MAIN ST, ST JOSEPH,, MICHIGAN -- We have had nothing but ongoing problems with our Side By Side Built in Refrigerator Model KSSO48FMS. Because we have had so many problems with the refrigerator shutting down and automatically turning on defrost mode and ruining everything in our refrigerator 7 times at least, we chose to continue our extended warranty program. Because the icemaker made such a mess every time, we chose to turn it off, so it's rarely been used. Every time we would call for service, a different part would be replaced, never solving the problem.
Of major items, two different types of fans have been replaced, the control board, as of now, we have been without a refrigerator for 2 months. Our last horror with this refrigerator was when it defrosted this time we were out of town and the defrost mode set to 70 degrees automatically, (again) but became much hotter.
It melted, buckled the freezer door, and melted the back of the freezer and everything shifted down, so when the unit was turned back on after replacing the control board, it never started cooling because the fan burnt out again, because the casing unit melted down on it, took 1 week for them to come back out again and decide they could replace everything in the back of the freezer, plus, the freezer door and it would work just fine. REALLY? We were told there will be 7 boxes coming to our house, until they all come in, we won't be back. It's been 2 months now; we're still waiting on 3 more boxes.
Honestly, when is enough, enough! I am just simply spent, and in dire need of a refrigerator that works. I understand that I am fully out of my warranty with KitchenAid, but we purchased the extended service policy that was recommended by KitchenAid, because of the ongoing problems I've had since I purchased this product, I hold the manufacturer KitchenAid Responsible. Does my house have to burn down for this matter to be rectified?
We purchased a house that had all new KitchenAid appliances (their top of the line products). The appliances have been a nightmare. The repair guy is here so often he knows my pets' names. Remember when you could expect an appliance to last 15+ years? The repairman says that it seems most of the newer KitchenAid he sees are replaced in about three years. I find that unacceptable both from a value perspective and in terms of environmental pollution.
The regular size dishwasher does an acceptable job of cleaning the dishes as long as things like grits and oatmeal are thoroughly rinsed off first. Otherwise it leaves fine particulate on everything in the top shelf. It makes an awful grinding noise intermittently that sounds like a bad gear. The drawer dishwasher doesn't do a good job of cleaning the dishes. The seals on the drawer went bad in less than a year. The repairman said that the drawer dishwasher has to be run at least once a week and even then the seals go bad really fast.
Both the convection wall oven and the combo micro/conv (built-in) have had their controls replaced and still have intermittent problems. The self-clean stained the interior of the oven and damaged the controls. When the repair guy replaced the controls he suggested that I not use the self-clean again unless I really wanted him to have to replace the controls again. The refrigerator is noisy and the ice maker is a mystery. Sometimes it actually does what it is supposed to, sometimes it will take days to make more than a half glass of ice. The seals are already going bad.
It's irritating enough that the appliances are so problematic. What makes it worse is the parts unavailability. Once he came back within a week with the parts to repair. Usually takes 2-6 weeks. We stretched to buy this house. Now we're having to really scrimp so that we can replace all of the kitchen appliances. You can be sure that we won't be replacing them with KitchenAid or any other Whirlpool product (KitchenAid is a wholly owned subsidiary of Whirlpool).
I have read a number of reviews on Kitchenaid and have to agree with the fact their products do not stand the test of time. I bought a house in 2002 with all Kitchenaid built insurance The products, refrigerator, oven, stove top, exhaust and dishwasher all were new. Almost immediately, the refrigerator stopped dispensing water or ice. The problem was a faulty electrical cord which after a few calls did send out a new freezer door. After that the ice maker worked but the indoor dispenser would not dispense ice and there was a tremendous build-up of ice in the freezer. The fault was that the flapper that keeps the warm air out of the freezer compartment would not close.
I called and a technician came out diagnosed the problem and had miraculously an aftermarket repair kit. Cost $450. A year later plus two days, the same fault happened. I again called the technician and he diagnosed the same problem in the door. Installed another aftermarket repair kit and unfortunately told me the warranty was for one year. Since it was two days over, I had to pay. The ice dispenser in the door has failed again. I now have a dish towel keeping the air out.
DON'T PAY FOR HIGH END KITCHENAID PRODUCTS - HAVE REPLACED THE DISHWASHER AND GLASS DOOR TO THE OVEN. NOT WORTH THE PRICE AND ALTHOUGH I INITIALLY HAD A GREAT EXPERIENCE WHEN THEY REPLACED THE DOOR TO THE REFRIGERATOR WITH AN UNANNOUNCED RECALL. THEY DO NOT STAND BY THEIR PRODUCTS. I HAVE A KENMORE THAT I BOUGHT IN 1978 THAT STILL WORKS AND PRODUCES ICE.
I purchased a KitchenAid side by side refrigerator freezer. Shortly after, I had to call KitchenAid, the ice maker didn't work. They replaced the flap and said all is good. A week later, it was leaking and ruined the wood in front of the refrigerator because the flap was still leaking. I called them back, they said it wasn't covered under warranty and it was going to be over $200 and the tech told me I needed to better maintain the ice maker. So I made sure that I used it every day, but that didn't help.
The ice continues to freeze up and makes it where the ice never comes through the door. You can reach in the freezer to get ice, but you have to use an ice pick to break apart the ice. This is so irritating and KitchenAid should stand behind their products. I'm beyond disappointed in their customer service and the appliances. If anyone can help, please let me know. Thanks!