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Marvel (AGA Marvel) - Stay Away From Purchasing Their Beverage Coolers

Customer Service - Complaint
Review by lmourer114 on 2013-05-10
Rating: StarEmpty StarEmpty StarEmpty StarEmpty Star
GREENVILLE -- We purchased Marvel beverage cooler $2000+) from one of Marvel certified dealers in the Seattle area when we built our home. A few months ago we woke up to buckled hardwood floors in our main kitchen. We hired a water restoration to come out and dry out the floors it took almost two weeks and thousands of $$ in damage. The contractor took out our beverage cooler and put it in their warehouse where several weeks later it was evaluated by one of their certified repair technicians. Their technician discovered that the unit was defective and that it needed new heat exchanger, compressor, evaporator and filter drier. He found a large ice ball on the heat exchanger and that the seal on the stainless steel door had failed, thus the reason for the water damage.

After calling and sending certified letters to Jill [snip], Customer Service Manager and John [snip], Technical Service Manager with no response a customer service representative told me to file a claim with my homeowner's insurance. We have chosen not to do this because of our high deductible - we had windstorm damage several years ago to our lake house. So we are forced to buy another beverage cooler. What a ripoff!
Comments:2 Replies - Latest reply on 2013-07-24
Posted by trmn8r on 2013-05-11:
This is an interesting problem. My guess would be that a warranty would not cover damage to your floor, and the suggestion to make a home insurance claim makes sense. That's just a knee-jerk response.
Posted by Equally Disappointed on 2013-07-24:
3 years ago, I bought a Marvel beverage fridge with an icemaker that had the exact same problems, 2-week warehouse diagnosis, expensive part replacements, door sealing issues, and ruined wood floors! Of course, this all set in a few months after 1 year warranty lapsed, so after spending $1000 I bought a Sub Zero, like I should have in the first place. But wait, it doesn't stop there. I bought another Marvel at the same time, a 30" drawer all fridge unit which dutifully played back up when the other was on the brink. I kept knocking on wood, as these two units were our only food storage in our newly renovated downsized home. In February, the last Marvel standing (BTW-I commissioned the beverage fridge to the outdoor kitchen even though it is an indoor model, but at least there it can't ruin my wood floors!) stopped cooling. The temperature touch control panel was not responding. It is all stainless steel with all the inserts, so this was a big investment. Again, I called my service rep whom I had to pay the standard visit/diagnostic fee of $135 to be told that it needed a new control panel. He placed the order, but I was told that the part wouldn't be available until May. I called in May and there was no part. Then I was told June 15. Again, no part, but also no forecasted arrival, as an Aga supplier of parts is at fault. I called Aga, spoke with a customer rep who, after confirming my service rep's order and unsuccessfully resolving the issue, she also transferred me to Jill. I received her voice mail, left a detailed message, and have heard nothing from her or Aga since. I went to my store/dealer and after they researched it, my service rep called me to say that they heard from Aga and still have no date for the arrival of my part. I'm going to transfer this unit to the outdoor kitchen as an expensive drawer and buy another Sub Zero undercounter drawer to replace it and pay for a filler to make up for the 3" difference in dimension.
My advice is DON'T BUY A MARVEL anything. After thousands of dollars wasted ($6000 ), I can confirm that their products are inferior and the Aga customer service is more than terrible.

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