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Jenn-Air - defective product and TERRIBLE customer service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BENTON HARBOR, MICHIGAN -- Do NOT by Jenn-Air products! I purchased a Jenn-Air Fridge Model JFFCC72EHL in April of this year. It arrived June 15th. On October 22nd, I came home from a trip to find the fridge had completely given out and all of my food was spoiled... The ice had melted all over my floor. That was just the beginning of my nightmare. It took a week to get a repair person out only to tell me they had to order parts (4 in total) and they would schedule me 2 weeks out.

I waited 2 weeks and the repair company came back out and took the fridge apart and replaced something, but he hoped the minor repair would take without him having to use all of the parts. It did not. The repair company re-allocated the parts so I had to wait for a backorder and was told 21 business days was the service level.

So of course the part is found 2 days before the 21 day period expires that would have put me on the list for an exchange. Now they schedule me an appointment 2 more weeks out from that date. The guy comes, takes the entire fridge apart again, damages my trim, wallpaper, floor, and the inside of the fridge to do this as well as I continue to find “extra parts” rolling around on the floor and in the shelves of the fridge. He leaves and tells me he thinks it's good. It's not. We are at 2 months with 3 visits and still no functioning fridge (mind you I've only had the thing for 6 months total at this point).

When I called customer service to report that it was still not fixed, the employee tells me she has to talk to the repair company to see if they marked it as working (so I guess my word as a paying customer isn't sufficient…). She calls me back and tells me she's submitted my request for approval to have an exchange and they will let me know if it gets approved. Two weeks prior to that, I was 2 days away from being approved for a replacement, but now I have to wait again and hope someone approves me???

So today I get a voicemail from a gentleman who has no sympathy at all. In fact his message makes it sounds like he has super exciting news for me - I've been authorized to get a replacement. And I should expect to hear something within 4-6 weeks and he hopes I have a great day. I have been without a fridge/freezer for 2 months, have had my life upended with appointments that have no flexibility and no specificity until the night before, reschedules, having my house torn up by the repairman, and now I have to wait at least 4-6 more weeks with no fridge and I'm supposed to have a great day?? They have no comprehension of what it's like to have no fridge.

And the fact that they think that it's just another Tuesday and no big deal that I have to live for another 4-6 weeks without a fridge (it actually took me 2.5 months to get this in the first place and we are going back through the same company, so I suspect this timeframe will slowly get longer too) is beyond infuriating. And not once has anyone offered me a loaner or to get a different model that's in stock. It's just "suck it up buttercup, even though you paid an arm and a leg for this product".

Don't spend the money on Jenn-Air. I wish I would have bough a basic fridge from a basic hardware store so I could feel better about being ignored and lacking a major critical appliance for an extended period of time. The products look fancy and that's it. Save your money and the headache. Even their own website has similar reviews to this one. It's bad.

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Appliiances
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Rating: 1/51

LOS ANGELES -- Following a full kitchen remodel we were completely disappointed in our appliances. The dishwasher sucks. It turns on at odd times without any load. It takes several cycles to clean properly and only after the dishes are fully rinsed. We don't use it. The fridge freezes fresh vegetables in the vegetable drawer. the ovens are great but broke as soon as the warranty expired. The cost was over $1000. The stove top is trouble free but the burners are a pain to place and the housekeeper can't get it right. The exhaust fan is not strong enough and the light burned out in record time. We would never again use these products. The company service was horrible. We had Kitchenaid for years previously. These products must be made in a third world factory somewhere. Don't buy them.

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In Ability to Keep Temperature
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

ZIONSVILLE, COLORADO -- I have a new, as of Nov 2019, Jenn Air Oven and Microwave combo, Refrigerator (counter depth) and Dishwasher. After 6 weeks no failures so touch wood. However, these appliances are designed more for looks than performance. Let's start with the oven. First off, the oven temperature you see is not actual, it is what the software engineers have programmed. In fact, the instructions that come with the oven tell you NOT to place a temperature probe in the oven, obviously as they do not wish you to know the truth. If you do a rapid heat it shows the temperature going up in 5-degree increments starting from 100f, when it goes to 105f the oven is actual still at ambient which was 68f.

When the oven shows 250f it was actually at 150f and when it reached its displayed temperature of 300f after just 5 minutes it was 180f. It took over 30 minutes to reach true 300f, at which time it would continually cycle from 270F to 305f every 10 minutes. A $6 dollar chip and basic algorithms could keep this at +/- 5f. It seems to me the elements are underpowered, and the control is inadequate. I had better control with a wood stove and my cheap GE in my old home did great. Ergonomically it is atrocious the interface is cool looking along with the appliance, but the choice of cooking programs is very limited. I have a 7 years old Kitchen Aid in another home that has an excellent, if somewhat cryptic, interface with a wide set of choices.

For example, I can select in the microwave to re-heat a beverage associating size and how hot, in my GE I can even select between coffee and tea, there is no selection for a beverage in this unit at all. My older Kitchen aid and Cheap GE would reheat food based on steam heat detection, no such feature on this expense fake.

Bottom line is the interface is very limited, no excuse as Kitchen Aid is the same manufacturer and expected more not less moving up to the Jenn Air model. The oven also has a small tune it sounds as it turns on and off which it will randomly play at its leisure any time of day or night, shows that the oven has a narcissistic trait to it. There is nothing in the instruction referring to cooking or food times or how to use the interface, at least with any reference to cooking something, I guess this is secondary to aesthetics.

Dishwasher is quiet however sit back with several cups of coffee. Standard wash is 2hrs 35min, with the heated dry it is 3hrs 35min add in the sanitization try 4hrs and 35min. It still leaves a detergent film on the dishware even if you use all of these settings which I then need to manual rinse each time not to consume the chemicals.

Let's move on to the fridge. Not sure if this is only with the counter depth version but ergonomically again it is very poor, it looks great though, Billy Crystal would be pleased. The upper center shelf slides rearward to be able to place taller items, however this hides anything behind them, a section should slide from the left to the right allowing tall items to be pushed to the back. Even a carton of milk won't fit until you slide the shelf back!

All 3 drawers are designated as crispers, non are referred to as meat keepers in the instruction, the lower one above the freezer will freeze meat with the refrigerator set to 39f, above recommended. There is no designated butter keeper thus butter is as hard as nails. Nowhere in the instructions does it depict certain areas for specific foods, I am guessing as it has none.

We chose the European cooktop as it has the dials in the front not on the side which I prefer. I have 8 year old Kitchen Aid in another home this works well. This is quite short from front to back, although it is a 5 burner you can only fit three pots, maybe that's why 3 of the burners are exactly alike where only two are on the Kitchen Aid. The burners are just 7” apart, meaning two pots 7” in diameter will hit when centered on each burner, these are small pots let alone fry pans. There is a lot of countertop left in the front and rear. This may be the Euro style which has the brass surrounded burners, looks great but useless if you wish to do some serious cooking.

Overall, I would not recommend Jenn Air, the name and looks far out ways both its ergonomics and usefulness. In a day and age when there is so much power in computers and easy to use interfaces along with bread and butter design for function Jenn Air is falling well behind and going backward to other makes and models.

Unless the undertake a full make over of their appliances I would not touch them, there are better performers at much lower prices and much better performers at the same price. Bosch is my winner as I have had these in a home, they were outstanding in performance and darn good in ergonomics. Pay just a few pennies more for Bosch, you will be well pleased. You may note that nowhere on the Jenn Air website can you leave a rating, this tells a lot about a company that needs to protect itself.

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Don't Buy Jenn Air
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Stay Away From Jenn-Air
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

COURTICE, OHIO -- In August 19, 2017 I purchased $24,000 dollars in Jenn-Air appliances, I bought a double wall oven, a 48 in built in wall fridge, a 36 in cook-top, a dishwasher, a range hood, a Whirlpool washer and Whirlpool dryer. Absolutely every single machine have been in need of repairs, ALL OF THEM! Overpriced cheap product, you are better off buying Samsung products at a much better quality and lower price... and better customer service!

Jenn-Air customer service is totally non-existent. They don't reply emails, they don't answer call and when you finally get through an customer service agent on the phone their attitude is terrible. They really don't want to talk to you and they make that clear over the phone.

My product came seriously defective, banged and dented on every side and every corner, but Jenn-Air Customer Service just want to keep sending the same technician over and over to "fix" and make the product(s) functional.
Now, after the 8th call to customer service they still want to send somebody to "fix" the dang product instead of getting it replaced.

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Worst Factory Service of Any
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Rating: 1/51

SCOTTSDALE, ARIZONA -- Stainless door fell off the built-in microwave oven when we tried to re-glue insulation between inner & outer glass. The glass shattered!! Jenn-air could not replace the door. We found one elsewhere. When we tried to learn what the adhesive was, which jenn-air used, nobody at the factory could tell us what adhesive they used... We had to fumble with different silicone and assorted adhesives before we found one that worked.

No help whatsoever from jenn-air. They would not even send their own factory service company to inspect it for fear they would be liable for the cuts caused by the shattered glass. Worst appliance service we have ever experienced!!

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Jenn-Air Appliances All Three Broke Within 2 Years and Oven Caught Fire Against the Wall!!!
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Rating: 1/51

SMALL TOWN, NEW JERSEY -- After purchasing 3 Jenn-Air appliances, stove/oven; refrigerator and in-wall microwave, ALL had problems. I purchased these appliances because of the way they looked and because I thought that they were 'high end' appliances. I purchased them 3 years ago when remodeling my entire kitchen. WHAT A MISTAKE! It was a mistake that almost killed us.

1) The stove/oven caught fire to the cabinets and back wall. They believe the ignition system was delayed. However, had we not been at home and not been directly in the kitchen when this happened, most likely the entire house would have burned down and we'd all be dead! However, because we were in front of the stove, we were able to get out alive and call the fire department so the entire house didn't burn down. However, the kitchen fire caused extensive smoke damage throughout the house (requiring a complete gutting of my kitchen and renovation of the other 3 floors of the house due to water damage and smoke, etc. from the fire in the kitchen)

2) The French door refrigerator had a fault drain and had to be retro-fitted with a new drain. We had to go online to find this out, but only after the refrigerator leaked continuously all over the new tile floor. Plus, the large center drawer broke within the first 6 months, twice, requiring service calls to replace it twice.

3) The bulb on the microwave went out within 6 months and when I called customer service, they said that it has to be replaced by a service person and that would cost over $100. We figured that the food could cook in the dark so we never replaced the bulb.

Most importantly, the Stove/Oven fire could have burned down my entire house. Had we not been in front of it to see the flash of fire between the cabinet and the stove, and to see the dark tendrils of smoke curling out from behind this monstrosity, we would not have had sufficient time to call 911 and get out of the house. The house would have burned to the ground and then we'd all be dead. Perhaps that is how Jenn-Air prevents negative reviews online: Dead consumers can't write negative reviews.

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5 Jenn Air Appliances for Kitchen Remodel, Big Mistake!
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Rating: 2/51

When we remodeled our kitchen in June/July 2012 we chose to have all Jenn-Air appliances because we thought they were quality. Big mistake, I would never use them again or recommend them. We bought them through our local "Quality Maytag Dealer" and the company was OK, although there were delays in getting the range and refrigerator from Jenn-Air but that wasn't their fault. Eventually all four appliances (dishwasher, gas range, French door refrigerator and range hood/back splash) were finally installed. Then the problems started!!

Within a couple months our top of the line dishwasher started to leak big time! The local dealer replaced a "loose connection" but then it leaked even worse. So they replaced the "entire pump" (it seems there was some 'design flaw'). That fixed it for a couple months and then everything stopped working and they had to replace the "entire electronic unit"! So, less than a year after it was installed, we have a 're-built' unit that was out of service for more than 3 weeks and took 5 visits to repair.

Now the refrigerator is acting up. It started leaking water because the plastic tray that holds water when it defrosts was broken! It was replaced (after 2 visits) and then a persistent noise was occurring every time the compressor when which on that was tracked to another broken plastic part. We're now awaiting that part and of course another, 4th visit to install it.

We had to have them return to adjust the flame on the gas range, which by the way is the 4 burner with the "griddle" which is really bad and totally useless. Doesn't heat hot enough to really make it effective. An awful mistake on our part buying this particular model. The only appliance that is working well is the range hood which is very good. However, we're holding our breath for when it goes out. BOTTOM LINE, it appears Jenn-Air has been living off its reputation for some time and its kitchen appliances are definitely first rate, dependable and quality products. We would NEVER buy them again.

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Don't Waste Your Money
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

We were sold an extended warranty by Jenn-Air on July 2nd. Apparently their high end appliances only last about seven years (I guess I should have kept the original oven that was in the house for 20+ years... only problem was that it didn't look "pretty" enough for me. Guess I screwed up big time!). Tech came to house on July 3rd to look at oven and said he would need to order parts and would be back the following Monday to fix oven. Never heard from them. We called (Monday, July 8th) and they said they were waiting on warranty company to approve repairs. Never heard back.

Called repair company this morning (Friday, July 12th). We were told that the warranty company, Federal Warranty Service Corporation, was supposed to have called us back Monday afternoon. Finally got Federal Warranty Company on the phone. Apparently they just dropped us with NO notification. Their warranty states they will notify a customer if the warranty will be voided. This never happened. I understand companies are in it for the almighty dollar. But why sell someone a warranty for $314 dollars and then leave them hanging and expect us to continually call back and spend our time on hold trying to figure out what is going on.

The estimate to fix the oven was $824. So this company was going to be out $510 on our warranty. I understand warranties are a gamble on BOTH ends. We may buy a warranty and never use it, or a repair may be more than the cost of the warranty. If our repair had been $100, they would have pocketed money; I would not have gotten a refund. Yet since they were going to be out-of-pocket a little they drop us with no notice. Unacceptable! Jenn-Air and Federal Warranty Company are a JOKE. Don't buy Jenn-Air and don't buy their extended warranty - they offer through Federal Warranty Service Corporation. You will be wasting your time and money.

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Can't Fix a Problem With Jenn-Air Built in Wall Oven.
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Rating: 1/51

BUCKHEAD, GEORGIA -- I have a $3500 Jenn-Air built in oven. The oven light comes on at night and heats the oven up to around 150 degrees. The appliance companies service department has been at my home no less than 6 times with Jenn-Air on the phone guiding them and they have replaced the motherboard twice and the control panel 2 times. The oven light continues to come on. Jenn-Air first told me to remove the light bulb. Then they told me to keep my circuit breaker off, then they offered me $300. All offers refused! Jenn-Air service reads from a script and tells me "their engineers say they should have a fix in about 2 weeks." They have said this every time I have called, which is about every 2 months for the past year.

Finally, Jenn-Air called my appliance company and said they had a fix and were sending the part. It was installed, yet a new control panel (3rd one). Two weeks later, oven light back on. My appliance company has been dealing with them and getting the same "fix ready in 2 weeks" line. They refuse to replace the oven because the current ones on the sale floor have the same problem! Oh, even though they have spent a year trying to fix the light bulb coming on whenever it wants, they don't know why and can't fix it, but they assure me that is not an "electrical issue that will result in harm or fire".

Funny how they can assume it is not a fire hazard when it's obvious a wiring/circuit issue that turns off/on by itself... The other issue they won't even address is that the temperature cycle on the oven varies by over 45 degrees. So when set on 400 degrees, the oven won't kick on to reheat until it gets to 355. Then it takes about 8 minutes to get back up to 400. Most ovens have a 15-20 degree cycle. When baking cookies...it's a big deal! So, don't buy any Jenn-Air built in ovens or you will have years of issues waiting for the fix. Jenn-Air customer service number 800-536-6247.

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Jenn-Air Rating:
Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 48 ratings and
80 reviews & complaints.
Contact Information:
Jenn-Air
553 Benson Road
Benton Harbor, MI 49022-2692
1-800-JENN-AIR (536- (ph)
www.jennair.com
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