Buyer Beware !

Kizzy0102

Premium Member
Joined
Jul 21, 2011
Messages
4
Location
Utah
KITCHENAID BUYER BEWARE !!! This is long, but if you are considering KitchenAid, you should READ !!<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:eek:ffice:eek:ffice" /><o:p></o:p>
<o:p> </o:p>
We moved into our newly constructed home in April of 2009. We purchased all KitchenAid appliances for the kitchen. The built-in refrigerator is a KBR036FTX and cost $5,000 in addition to the $2,000 worth of custom cabinetry it sits in. The horrors start when you call the KitchenAid “<?xml:namespace prefix = st1 ns = "urn:schemas-microsoft-com:eek:ffice:smarttags" /><st1:place w:st="on"><st1:placeName w:st="on">Experience</st1:placeName> <st1:placeType w:st="on">Center</st1:placeType></st1:place>” …<o:p></o:p>
<o:p> </o:p>
On June 15, 2011 (2 months out of warranty) it started to “warm up” … neither the fridge nor freezer could maintain the correct temperature. I immediately called KitchenAid and they sent a repairman the next day. <o:p></o:p>
<o:p> </o:p>
June 16 – (day 2) He turns it off and on and said that sometimes that fixes things. It didn’t so he ordered a “dryer” and “access valve”. The parts took 7 days to arrive. He was not aware KitchenAid would expedite and KitchenAid did not offer it ! (first clue KA does not put customer first)<o:p></o:p>
<o:p> </o:p>
June 23 – (day 8) parts are replaced but nothing changes freezer was 21 and fridge was 45 degrees. I called KitchenAid, repairman can’t arrive until the following Monday.<o:p></o:p>
<o:p> </o:p>
June 27 – (day 12) repairman shows up at 4PM and on the phone with KitchenAid decides it needs a new compressor.<o:p></o:p>
<o:p> </o:p>
July 1 – (day 16) 4 hours to install new compressor, new tubing and compressor didn’t “match up” so repairman had to “modify” all connections. Three hours later the fridge had warmed up dramatically … I called KitchenAid and they said that was normal, give it 24 hours. I asked for a supervisor and was told “supervisors are not available to customers”. (second clue) He said they prefer same repairman finish the job (third clue that customer comes last). <o:p></o:p>
<o:p> </o:p>
July 2 – (day 17) fridge is 71 and freezer is 73, was partially usable before but now completely unusable. Company arrives for 8 days. <o:p></o:p>
<o:p> </o:p>
July 5 – (day 20) told KitchenAid we would give the repairman one more chance and to get him out here.<o:p></o:p>
<o:p> </o:p>
July 6 – (day 21) Repairman arrives and now it is the INVERTER. I said “isn’t that quite the coincidence”? and he said that since the COMPRESSOR is working GREAT now, it was probably too much for the INVERTER. What? Part is not under warranty so I have to pay for it. They won’t even pay to expedite shipping. They clearly have no interest in helping me get this resolved quickly.<o:p></o:p>
<o:p> </o:p>
July 8 – (day 23) I hired a new repairman. After time on the phone with KitchenAid, they determine it is the compressor (again !) … INVERTER is fine, there was no need to order that but KitchenAid tells me it is NON REFUNDABLE and NON RETURNABLE ! KitchenAid offers me $100.00 to buy a “dorm” fridge. Asked for a supervisor again and was put on hold for over 45 minutes and had to give up.<o:p></o:p>
<o:p> </o:p>
July 12 – (day 27) third new compressor arrives, new repairman changes out and fridge starts to cool, but by next day is back to 70.<o:p></o:p>
<o:p> </o:p>
July 13 – (day 28) New repair company is taking charge and will contact his Representative since KitchenAid is doing nothing for me when I call.<o:p></o:p>
<o:p></o:p>
July 18 – (day 33) New repair company is trying to get it exchanged, they feel the entire system is contaminated. KitchenAid says NO WAY, it’s still repairable and they want the original incompetent, unreachable, part time repairman to complete the job. I called KitchenAid and demanded an exchange and that they work with the new repair company. I also asked AGAIN for a supervisor and was told someone would call me back in TWO BUSINESS DAYS ! I gave two phone numbers so I wouldn’t miss the momentous call.<o:p></o:p>
<o:p> </o:p>
July 20 – (day 35) Super only called one of my numbers and left a voicemail. I called her back and left a voicemail. (sigh … )<o:p></o:p>
<o:p> </o:p>
July 21 – (day 36) still no word from supervisor, but new repair company has “made a deal” with KitchenAid and will be “allowed” to do my repair. Parts will arrive July 25<SUP>th</SUP> or 26<SUP>th</SUP> and repairs will be scheduled at that time.<o:p></o:p>
<o:p> </o:p>
I’m sure there is more drama to come, but wanted to get this posted so that no other potential buyers would buy KitchenAid unawares and unadvised.<o:p></o:p>
<o:p> </o:p>
:mad::mad::mad:
 

rickgburton

Appliance Tech - Moderator
Staff member
Joined
Jul 11, 2006
Messages
34,041
Location
Murray, Utah 84107, United States
Clearly bad luck and incompetence has you seeing red and compelled you to write that time line of events. I've worked on all kinds and all brands of refrigerators for more than 25 years and I consider KitchenAid/Whirlpool one of the better brands. So when I saw you started the post with "KITCHENAID BUYERS BEWARE" I found myself compelled to reply back. I would like to ask you if the refrigerator was repaired with the first phone call, would you still feel the same about Kitchen Aid? When I read the time line, what I see mostly is incompetent repair techs and a less than competent repair company. I can see the problem you were and are having with customer service however I think most of that is due to the repair company not giving them all or some of the information they need. From June 15th to July 18th the problem as I see it, is incompetent repair techs and the company they work for. I consider myself a refrigeration specialist (I work on a lot of refrigerators and I'm good at it) so had I come out and diagnosed the compressor as bad, replaced it (3-4 Hrs is normal) and left you with a working refrigerator, would you still be down on Kitchen Aid? Just curious.
 
Last edited:

Kizzy0102

Premium Member
Joined
Jul 21, 2011
Messages
4
Location
Utah
Rick: it was a long enough post already and space constraints did not allow me to go into every detail. But keep in mind:
The repairman was on the phone with KitchenAid Technicians and they continually misdiagnosed the problem and the parts that needed to be ordered
KitchenAid sent out a bad compressor the first time (it has been replaced 3 times now)
KitchenAid customer service was more than happy to let me wait 1 week in between each wrong or bad part they sent, they were very stubborn about expediting shipping
KitchenAid Customer Service supervisors were not available and when I did finally obtain a direct number and left messages for two of them, neither one called me back
and don't miss the inevitable, if the product itself were not crap, this all wouldn't be happening in the first place. It has had various problems even before this incident, since the day it was installed.
None of the above items can be attributed to the local repairman.
 

Kizzy0102

Premium Member
Joined
Jul 21, 2011
Messages
4
Location
Utah
Update: It is July 30 and I still have no refrigerator. After posting all of this to the internet, customer service from Whirlpool called ME instead of me having to constantly call them. Whirlpool says they will exchange the bad fridge. BUT, it will be two more weeks !! Can't blame that on a bad repairman and why did I have to go to such lengths to get help?
 

rickgburton

Appliance Tech - Moderator
Staff member
Joined
Jul 11, 2006
Messages
34,041
Location
Murray, Utah 84107, United States
None of the above items can be attributed to the local repairman.
Want to bet?

The repairman was on the phone with KitchenAid Technicians and they continually misdiagnosed the problem and the parts that needed to be ordered
A Service Tech thats worth his salt doesn't need the manufacturer to help diagnose the problem.

KitchenAid customer service was more than happy to let me wait 1 week in between each wrong or bad part they sent
Just in the Salt Lake area there's, Johnstone Supply, Reliable parts, Appliance Parts Company, RSD Refrigeration Supply, and United Refrigeration and they all carry parts for that model refrigerator. The repair company could have picked up your part and been reimbursed by Whirlpool.

if the product itself were not crap, this all wouldn't be happening
You mentioned there were other issues before this so I believe you got a lemon. However, one lemon doesn't make the entire product line crap, does it?

Look, I'm just saying if you work on something long enough, you learn whats good and whats not. Kitchen Aid/Whirlpool are good appliances. I can say that because I've worked on hundreds maybe thousands of Whirlpools, all kinds of different models. You have one appliance, one model that turned out to be a lemon and you want to trash the manufacturer. I'll stop here because you'll think I'm trying to pick a fight and nothing could be farther from the truth. I'll end by saying I wish you luck with the new refrigerator. I hope you don't get another lemon and the problems with your refrigerator are not common problems by any means.

Sincerely,
Rick G Burton
 

Kizzy0102

Premium Member
Joined
Jul 21, 2011
Messages
4
Location
Utah
you really are not in a position to pick a fight because I am living this nightmare and I know what I have been through. the worst customer service experience I have ever had. also, since I'm 4 hours from salt lake city it would be a little ridiculous to "swing by" for parts
 
Top