Ferguson's Appliance - I've been shafted!!
Kitchen Aid Glass Cooktop - Complaint
SACRAMENTO, CALIFORNIA -- I purchased a Kitchen Aid 5-burner, glass cooktop June 24, 2011. The burners scratched almost immediately despite the fact that my cookware is new and smooth on the bottoms of every pot and pan! I called Ferguson's and told them about the scratches. They finally got someone out in December! The factory tech acknowledged the scratches and called Kitchen Aid and reported them. I explained that we had owned this exact cooktop in the home we had just moved from except that cooktop had the specks or watermarks on the burners as well as the entire surface of the cooktop! I explained that we had owned that cooktop for 13 years and that it had never ever once scratched and the reason was the watermarks or specks on the burners! It is a no-brainer! No watermarks or specks on the burners = scratches! Watermarks on the burners = No Scratches!!! DUH! Kitchen Aid authorized a glass replacement and promised that "this one would NOT scratch" but....it did, almost immediately. I called Ferguson's again and complained about the new glass had scratched again! I also reminded them that I had told them at the time they replaced the glass the first time that it would happen again because the burners were unprotected and without the watermarks that actually hold all the cookware off the bare glass, thus protecting them from scratching! The manager at Ferguson's told me that I would have to take it up with Kitchen Aid and gave me the toll free number. I called them 5 times trying to get them to listen to me. Instead of accepting responsibility for defective design, they blamed me and said that I was being careless and reckless with my new expensive cooktop and that they would not do anything further. I have turned them into Consumer Affairs, BBB, Channel 13 'on you side', and various other places. I've written Kitchen Aid a letter demanding my $$ back OR a cooktop with watermarks/specks on the entire surface of the cooktop or I will take them to small claims court. I paid 1200.00 for this cooktop a short time ago and it looks like we've had it for 25 years. It's scratched on all the burners and it isn't anything I am doing. It's a defect in the design. Kitchen Aid must finally admit that they've goofed big time on this design. They need to go back to their design drawing boards and pull their heads out!!! BH