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Kitchen Aid Disgrace - Post Sandy Treatment
Posted by Spoons625 on 08/29/2013
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 and 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 who 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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Posted by trmn8r on 2013-08-29:
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.
Posted by trmn8r on 2013-08-29:
Incidentally, the quality of all kitchen appliances has become quite poor in the last decade. Good luck.
Posted by Tezrien on 2013-08-29:
http://www.whirlpoolcorp.com/contact/default.aspx
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Kitchenaid Needs to Refocus on It's Customers
Posted by Sharonkirk7 on 07/19/2013
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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Posted by trmn8r on 2013-07-19:
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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$8000 Fridge Dead In 2 Years-Kitchen Aid Doesn't Care
Posted by Rickjuliarusso on 07/08/2013
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. Apparantly 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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Posted by Robert on 2013-09-03:
I have a 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
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French Door Unexpectedly Flies Open
Posted by W180 on 04/30/2013
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 correctly---once 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 onto 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?

     
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Posted by trmn8r on 2013-04-30:
"Do I have any redress from Kitchenaid?"

I doubt it, but good luck. Something like this is probably deemed to be a minor nuisance by the manufacturer.
Posted by WP2008 on 2013-04-30:
Hello w180. My name is Amber and I am a representative with KitchenAid. We truly apologize for the frustrations you have experienced with your washer. If you would like to discuss this matter further, please email us at KitchenAid.Digital@KitchenAid.com and provide us with your complete contact information as well as the model and serial number of your appliance. Please also include the name of the site you were contacted on (My3Cents) along with your user name and your ticket number (42722). We would be happy to review your concerns further. Sincerely, Amber.
Posted by Damona on 2013-05-30:
We purchased the same refrigerator (same model #) and after 9 months it stopped cooling. After two weeks we were finally able to have the compressor replaced but the problem was not fixed. Now we are being told that the process starts over - diagnostic visit, order parts, and another repair visit. We are headed into week three with no end in sight. We would rather not seek a legal remedy but we are afraid we may have no choice. This was our first KitchenAid purchase and it will be our last.
Posted by BRexperience on 2013-07-22:
Having an unresolved problem with condensation on KitchenAid french door refrigerator purchased in December 2013. KitchenAid just scheduled the 5th service visit to attempt to solve the problem and says they will get a 3rd repair service out for a "second opinion" if this second company cant fix it at its 4th visit. Unbelievable. Dont ever buy a KitchenAid - they knew of this problem with condensation, even made a new part to correct it (unsuccessfully in our case). What ever happened to recalling appliances that are defective? KitchenAid service is the WORST.
Posted by George Speer on 2013-09-30:
http://mythreecents.com/showReview.cgi?id=127842#comments
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Posted by Mcronen on 04/11/2013
The vent fan stopped working within first year and was repaired under warranty. During second year one burner and the high speed on vent fan stopped working. The best Kitchen Aid Customer Service could offer was service at a minimum of $129 per hr, not including parts or $279. 95 for repair and 12 month warranty. These offers were only good for 24 hours. Clearly there is something wrong with the electrical system since it already had a problem during the first year. I am extremely disappointed in this Kitchen Aid product and the company's response to my complaint. I should not have to pay this much for a nearly new appliance to function properly.
     
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Posted by WP2008 on 2013-04-12:
Hello mcronen. My name is Amber and I am a representative with KitchenAid. We sincerely apologize for the frustrations you have experienced with your cooktop. If you would like to discuss this matter further, please email us at KitchenAid.Digital@KitchenAid.com and provide us with your complete contact information as well as the model and serial number of your appliance. Please also include the name of the site you were contacted on (My3Cents) along with your user name (mcronen), and your ticket number (40012). We would be happy to review your concerns further. Best regards, Amber.
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Defective Finish
Posted by Sullyrose on 09/12/2012
BENTON HARBOR, MICHIGAN -- After seven months of service the finish on the range we purchased began to deteriorate. On notifying Whirlpool we were told the are not responsible past 30 days for "cosmetic" defects. They sold me a can of paint with no application instructions and labeled "for industrial use only". Another example of a major American company ducking responsibility for the quality of the product they sell and opening the door for the Samsungs of the world.
     
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Posted by trmn8r on 2012-09-13:
This may be appliance-grade paint, so "industrial use only" may be a positive thing.

However, paint degrading on a 7-month old appliance is a very negative thing. Thanks for posting to warn others.
Posted by Tiffany Ocala, FL on 2012-12-04:
I have had my Kitchen Aid double oven and the paint is chipping off also and they are doing the same thing. I told the Customer Service Suppervisor Brandi H. Benton Harbor, MI that the paint is falling in my food and she told me that it was a cosmetic issue also and to apply the paint. Who wants to cooks something in an oven that has the paint falling off. I don't know how they would consider this cosmetic issue when the paint is coming off during cooking???
Posted by Tiffany Ocala on 2012-12-04:
I contacted the CEO Jeff M. Fettig and spoke with the Executive Assistant Alisha and she was really helpful. They are suppose to follow up with me on Thursday with an appointment for when they should be able to replace with a new stove.
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Burner Failure 720-0745A Freestanding Outdoor Grill
Posted by John3andpam on 09/08/2012
NEWPORT NEWS, VIRGINIA -- I purchased this grill approximately 6 months ago at Lowe's. The grill has worked pretty well until approximately 2 weeks ago when the burners started to fail. I can turn 3 burners on with no problem, but when I ignite the 4th burner all the flames on all four burners get so low you can barely see them and the grill will not get above 250 degrees. Additionally, the searer will not light if more than 2 burners are ignited at the same time. I have performed all of the recommended troubleshooting solution provided in the owner’s manual to no avail. This grill was very expensive and I am very unhappy with Kitchen Aid. I contacted them by telephone and was transferred to 3 different departments, all who said they could not locate model number in their system. After being placed on hold the 4 time I simply hung up out of frustration. Will never purchase another Kitchen Aid product.
     
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Posted by trmn8r on 2012-09-09:
KitchenAid has no connection with this grill other than selling the rights to put their name on it.

http://bbq.about.com/od/gasgrillreviews/gr/Kitchenaid-30-Inch-4-Burner-720-0745.htm

Sounds like Nexgrill is whom you should be contacting. Was there a phone # in the instruction guide? It should not have been KitchenAid's because they do not support the grill (explains why they could not find the model #).

It also sounds from the review like this grill is all flash with low performance, which sadly is what we often find at home centers these days.
Posted by Yumm, Steak! on 2012-09-09:
See if this helps.
http://www.grillservices.com/manual-downloads/720-730-0745A.pdf
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Burner Failure in Outdoor Grill
Posted by Intohay on 07/19/2012
CHINO, CALIFORNIA -- The rotisserie burner failed to light on this $799 grill I purchased at Lowes. Because I did not discover the failure within 30 days, Lowes has refused to consider my problem.

Five phone calls to Kitchenaid aka Nexgrill Industries have resulted in an over-the-phone diagnosis that there is a faulty gas valve. The one year warranty only requires Kitchenaid to supply the part. It is my responsibility to have it installed.

I have owned about six outdoor grills in my lifetime and I have never had a problem. None of those previous grills cost more than 50% what I paid for this Kitchenaid grill. Buyer beware!

     
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Posted by onlooker on 2012-07-19:
Nexgrill designed, manufactured (parts or all of the grill) and sold the grill to Kitchenaid.
No way Kitchenaid is going to replace the part - or work on the grill.
Nexgrill is handling the issue - their way. While many people have worked on grills (if they are supplying the part that means Nexgrill knows it can be replaced) for safety purposes see if you can find / need professional repair.

Parts fail, foreign suppliers can not always respond the way we would like. Kitchenaid can no longer take responsibility for stuff like this. They now just supply products under their name.
Posted by WP2008 on 2012-08-06:
Hello CUSTOMER. My name is Melanie and I am a representative with KitchenAid. We apologize about the frustration you have experienced with your grill. 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 (intohay), your phone number, your address, the full model and serial number, and email the requested information to KitchenAid.Digital@kitchenaid.com. We would be happy to review your concerns further. Sincerely, Melanie.
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Never Again
Posted by Abdc657 on 06/21/2012
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 on going 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 up 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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Posted by ok4now on 2012-06-21:
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.
Posted by WP2008 on 2012-06-28:
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 KitchenAid.Digital@kitchenaid.com. 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 by Ericha_kemm on 01/09/2012
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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Posted by trmn8r on 2012-01-09:
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.
Posted by madconsumer on 2012-01-09:
all appliances are recyclable. even the insulation. as often as electronics improve, not a bad idea to replace them every 7-10 years.
Posted by trmn8r on 2012-01-09:
"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.
Posted by MRM on 2012-01-09:
Unobtainium- I have never heard this term before.
Posted by tnchuck100 on 2012-01-09:
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.
Posted by MRM on 2012-01-09:
Thanks for the precise definition, Chuck.
Posted by trmn8r on 2012-01-09:
That's a new element, discovered by people who buy appliances these days. Chemical symbol "Um".
Posted by At Your Service on 2012-01-10:
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.
Posted by Pat Mann on 2012-01-10:
Unobtanium... a rare and valuable substance found on the planet Pandora (?), as shown in the documentary entitled "Avatar"
Posted by Venice09 on 2012-01-10:
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?
Posted by madconsumer on 2012-01-11:
my GE washing machine and dryer are over 10 years old and going strong.
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