Jenn-Air - Don't Buy Jenn Air
Slide-in Electric Range - Complaint
BEND, OREGON -- I bought a brand new Jenn Air slide-in electric range from an authorized Jenn Air dealer ($1,999.00). The range was delivered on February 15th 2013. I don't do a ton of cooking so I hadn't used this range all that much (the oven twice and the cooktop itself twice).
So the evening of February 25th I was making pasta and sauce using two of the surface elements. As I was heating the sauce and boiling the water, suddenly a bright flash appeared under the cooktop - similar to that which would be created by an electric arc. A few seconds later, a number of similar flashes appeared under the cooktop and the range went dark.
Since it was later in the evening, I wasn't able to contact the dealer until the next day - Tuesday. I called and told them what had happened and they asked me if I wanted to speak with the service department. I told them no, I wanted to speak with the salesman and I didn't want the unit "repaired" I wanted it replaced. The woman I spoke with was nice enough, but she said they would not be able to replace this unit - it would have to be serviced.
The salesman was not available so I left a voice mail message and sent him an e-mail.
In the meantime, I called Jenn Air Customer Care1-800-JENN-AIR (536-6247) and spoke with a representative. I told her what had happened and she said Jenn Air would not replace the unit, but would have the dealer send someone out to examine the range and identify a repair option.
I told the Jenn Air representative I didn't want the unit, which had been in my house a total of 9 days when it went dead repaired, I wanted it replaced. I spent two thousand dollars on this range and I shouldn't have to be stuck with a "repaired" Jenn Air product. The representative told me that was Jenn Air's policy.
Later Tuesday, the dealer called and arranged for a serviceman to come out to examine the range. He came Friday (March 1st). I explained what had happened and he examined the unit. I told him I wanted a NEW range to replace this defective unit and he agreed that if it were him, he would have the exact same position. However, he said the dealer really had no say in how the problem was resolved and Jenn Air policy was to only "REPAIR" defective units,.
The range now has to have a new user interface, new control board, new cooktop and new electrical wiring harness replaced as there was in fact electrical arcing under the ceran surface;. In the meantime, I'm without a range and have no idea when the situation is going to be resolved!.
I've already contacted my credit card company to dispute the two thousand dollar charge and they agreed I should not have to be stuck with a defective NEW range?. They have filed a dispute with the dealer and issued a temporary credit to my account;.
As a follow-up today, March 8th Whirlpool customer service called to see what was going on. They reiterated that they would not replace this broken range - only fix it. They asked when Standard TV & Appliance was coming out to make the repairs. I said I didn't know as I had not heard from them since March 1st. The CS representative put me on hold to call Standard TV and came back and said one of the parts was on back-order and it was being expedited to Standard TV.
However, no one has said when they plan to come out and fix this range which has now been out of service longer than it was working.
Do you really want to buy a Jenn Air appliance and pay top dollar for a product the manufacturer won't stand behind?
So a word of caution to anyone considering the purchase of any Jenn Air appliance - DON'T!
If anything major goes wrong with your NEW Jenn Air product you're going to be stuck with a repaired unit.