VIRGINIA -- I live in a large metropolitan area and when my refrigerator freezer stopped working (under warranty period) there was only one service provider available who could service my refrigerator. They could come in 10 days then the part could take 10 days to arrive. New part put in and freezer still doesn't work. Will take another 8 days before a service tech can come back.
KitchenAid is totally indifferent that it is almost one month later and product doesn't work. "Sorry we can't make more service people available". I could understand if I lived in a remote area but only one tech for a very large metropolitan area really!!! I have learned a valuable lesson--find out if there are any authorized service techs in your area before purchasing an appliance.
GREENVILLE, SOUTH CAROLINA -- I have a kitchen full of KitchenAid Architect II series products bought for my new house in 2008. Repairs have run $ 300 for the ice maker in year 2.5. Now I am faced with a bad motor and other items in the dishwasher $ 700.00 and a bad board and display for the icemake/water dispenser in the fridge $ 900.00. I spent over 12,000 on the appliances. You would think KitchenAid is a quality product but after reading more recent reviews and through my own experience I realize that they have major QC issues.
The customer service line is apathetic also. You can get someone to place a service call ($) in a few seconds flat but actually doing something to take care of the customer beyond that is hard to find. When I wanted to register a complaint I was transferred to some line that just rang and then I got cut off. Come to find out there actually is no such line. They seem to know the drill really well. I wish I had known more before I purchased their products. Hopefully this will help someone avoid my mistake.
BALTIMORE, MARYLAND -- Our 14 year old Kitchenaid oven caught on fire while broiling salmon. The fire was electrical in the oven and not due to cooking. The oven had been spotless before and was a disaster after the incident. I called Kitchenaid and told them what happened. They sent someone out twice from a totally unresponsive service company who denied anything was wrong with my oven, and tried to make me sign something saying they are not responsible for damage done to my floor if they damage it taking oven out of wall to look behind it. They damaged the kitchen wall below the oven, which had to be repaired.
Another company came out and said they didn't know what was wrong either. I said they should give me a new oven under the terms of the policy, but Kitchenaid refused to do this, too. After having no oven to use for 3 weeks, my husband and I finally went and purchased a different brand oven, had it installed, and the wall repaired. Kitchenaid refused to give us anything toward the cancellation of our service policy which still had a year left on it refused to give us prorated rebate towards new oven, or anything else. Feel like our money on the Kitchenaid policy was thrown out and wasted.
Even worse, Kitchenaid products are lousy and unreliable, and the Service dept is unwilling to resolve problems in a satisfactory manner. Lesson learned -- NEVER PURCHASE KITCHENAID APPLIANCE AGAIN ever!!!!!! Stay away from this lousy company!!!!!!!!
USA, WASHINGTON -- I purchased this high end refrigerator in 2008 for my new home... along with $10,000 additional dollars worth of Kitchenaid appliances. It stopped working on January 11,2014. The local authorized dealer and repair sent the circuit board back twice to be rebuilt. I am told that this board cannot be repaired and I can wait until 2020 (that's right!!!!) for a new one or I can accept a pro rated exchange; the details of which I am still waiting to hear.
In the last month I have spent endless time on hold for various departments to help with this problem. Please tell me what the lifespan of such an expensive appliance should be. I would like to know if this company expects consumers to send all these huge refrigerators to the landfill every 6 years... and how will we afford new ones? This is a huge disappointment and I still do not have a refrigerator after 2 MONTHS!!!!!
When reducing an achieved temperature resetting the new temperature causes. uses the temp to drop precipitously and the over goes into pre-heating mode. This turns on the broiler element which can (and did) burn the item being cooked. According to Kitchen Aid,... "the only way to change the temperature is to cancel the current cooking cycle and restart with new desired temperature. That process would be normal." This is the response even after I told them about the pre-heating so I guess they are OK with it. (My Thanksgiving turkey wasn't too happy.)
Other issues with the oven are how long it takes to get up to temperature in the first place and how it can drop 50 degrees when you simply turn it off to reset the temperature, as instructed, when the door was not even open. Perhaps this is "normal" too. In one case the temperature never returned to the reset and lower temperature. The dysfunctional oven was only surpassed by the poor customer response which took over 3 weeks.
GREENVILLE, SOUTH CAROLINA -- We bought a Kitchen Aid wall oven ($1,800) last April. Had it installed in June. Was cooking Thanksgiving meal and the oven went off only after an hour and a half cooking time. Ended up having to take everyone out to eat as I couldn't finish cooking the turkey (24lb) and rest of meal. They came out and said it was a loose wire even though the digital read out said it was the relay board. Thinking the oven was fixed I started cooking the Christmas meal only to have the same thing happen. How frustrating.
It took a serviceman a week to get here and then he said it was the relay board and they would have to replace it. It came in and when the serviceman came out he found out the wrong color board had been ordered and that was almost 3 wks ago and we haven't heard a thing from anyone. I am so disappointed in the service and the function of this oven. I will never buy another Kitchen Aid product. I have several in my home and they used to be very good and have a good reputation but not anymore. This problems has caused a lot of money and frustration to say the least.
OCEANSIDE, CALIFORNIA -- I purchased a Kitchen Aid double oven online from a Sears outlet in Oceanside, CA in September 2013 (I am writing this in December). I have had technicians out to my house 6 times now (I have wasted 24 hours of my time). They have replaced the same part two times and the same thing happens every time. The lower oven has only worked correctly once other wise the food comes out burnt in a fraction of the time the recipe calls for. The upper oven does not bake the food, the food tends to comes out raw.
When I contact Kitchen Aid they do not care that their product does not work and refuse to replace it. They also will not allow me to post my review. When contacting Sears they keep giving me the run around. The only thing this oven is good for is being a towel holder. I don't think a working oven is [too] much to ask for.
SAN LEANDRO, CALIFORNIA -- I bought this KitchenAid product in September and it has NOT worked since it was installed. I had a professional install it and tried to bake with it and it did NOT bake my dish. This product was purchased from a Sears Outlet store. The first time I had the technician come out he said nothing was wrong with the product.
After I discovered the issue, I have had technicians come out 3 other times and I have another appointment scheduled for after Thanksgiving. When speaking to the KitchenAid and Sears Customer service and asking them to replace this oven they stated that they will NOT replace the product no matter how many times they come out to fix it. I was explaining what was going on with the upper oven and the lady on the phone said that it was a simple calibration problem that I can do myself and if they someone come out they would charge me (after I have had a technician out 4 times).
I calibrated the oven and the temperature still drops about 30 degrees. Sears has already replaced the control panel and has ordered some more parts for the lower oven. Currently, my upper oven does not bake things thoroughly and my lower oven burns everything in a quarter of the time it takes to bake the dish. Example I baked cupcakes and they were in the oven 2 minutes and were burnt. I DO NOT recommend this product or any KitchenAid product. KitchenAid DOES NOT stand behind their product.
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.
BOSTON, MASSACHUSETTS -- Bought the Kitchenaid KBFS20EVMS counter depth french door bottom freezer refrigerator in May 2012 and have had two main problems, one of which is still unresolved after three service calls. After 9 months of use, the compressor and condenser failed. Luckily my local appliance retailer arranged to have it repaired.
Second, ever since I bought the fridge, the right french door does not work correctlyonce it reaches the 90-degree point, it flies open and bangs hard against the hinges, rattling and occasionally throwing items out of the shelves. I have had three different service providers come out and adjust the doors, level the fridge, they even replaced the cam inside the right door located at the bottom hinge.
But the problem persists. If you don't hold on to the right door when you open it, it crashes open and things will fall out if they are tall. I have only seen one or two such complaints online. What's even more interesting is that when I went to some of my local appliance showrooms to look at the product, the door slowly opens throughout the 160 or so degrees of travel, not at all like mine. Do I have any redress from Kitchenaid?