Reliability and Servicing: BlueStar vs Viking 30 inch ranges
Kate H
10 years ago
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10 years agolast modified: 9 years agoKate H
10 years agolast modified: 9 years agoRelated Discussions
Help choosing Range! Wolf, Blue Star, Viking...?
Comments (7)This update is being brought to you entirely to give all those considering the purchase of a Blue Star Range something even more to consider. My original postings are long & arduous; as has been the continuing saga of my "banging oven"; and this post, shall be. Having complained for over a year & a half from the very beginning of purchase, and their original service dept. man long gone, I had to brow beat the current Blue Star service dept. into sending me a new oven bottom; as by this time it was out of warranty. Then subsequently, I had to demand an oven heating element, once I noticed the melted bracket on the oven back as I went to replace the bottom; and the twisted, melted off rivets on the old bottom. In fairness to Blue Star, they did finally go along with it. After all that, I had the unpleasant discovery that the oven still banged like a gunshot every time I used it. The only possible unchanged piece of hardware in this sequence of events was the oven back (with the melted bracket welded on it). Again I began the process of calling/emailing Blue Star service; but to no avail. They simply would not respond. Finally, I went the route of contacting Trevor at Eurostoves, whom I had purchased from originally, to see if he had any ideas about what could be done. I emailed him photos of the melted oven bracket & back. He contacted Blue Star and they answered him. They like, and respond to Trevor, as he is one of their top sales reps (and in my opinion, a very worthy individual to deal with, if you're seeking major appliances). Trevor forwarded the photos of my oven to Blue Star (I will try to post them for reference). Blue Star's answer to Trevor was that this was fine, it would not be a problem even if the bracket was removed altogether. The banging was normal. So I decided to despair. Then suddenly I remembered having purchased this range by a platinum credit card which carries an extended warranty through the credit card services that doubles whatever the original warranty was. As it was a 1 year original warranty, I was still a few months away from the end of the 2 year mark, so I immediately contacted my credit card and started a claim. Even though, by rights, Blue Star should've stepped up; it obviously being a defective group of hardware from the get go, I was relieved that it would get fixed, in any case. Finally, this is where it starts to get interesting. The credit card services require an estimate of the repair. No problem. The Appliance Barn in Kalona, IA has, since my purchase, begun to carry and service Blue Star's ranges. The service man, Ray, came out and verified that this was obviously a melted oven back and bracket. Now they would simply contact Blue Star to ascertain that the oven back could be replaced, and what the cost of the replacement part would be. Then Appliance Barn would simply send in the estimate to my credit card service and that would be that. Well. It just wasn't going to be that simple. I called Appliance Barn 2 weeks after their service call to ask how it was going. Turns out, it wasn't. Initially, Blue Star had simply ignored the request from the Appliance Barn for verification of replacement viability and price, altogether. Appliance Barn did not know what to do about this; they had never been faced with this type of behavior from a vendor. Finally, Blue Star's answer was (their actual email response): "The first issue with the banging sound coming from the oven is caused by the oven bottom expanding during the heating process. Sometimes this can be reduced by replacing the oven bottom, but we may not be able to eliminate this sound in all units. Secondly, I forwarded the oven cavity photos (that they had already seen from Trevor and the Appliance Barn had resent) to our chief engineer for review. His determination was that the rear bracket was hit by some force causing it to bend and "spidering" the enamel coating. The unit does not produce enough heat to melt the metal causing it to bend down. (yes it can, and it did; as attested to by the melted, twisted rivets & old oven bottom still in my possession) This part is held on by basic aluminum rivets. The original rivets would just need to be drilled out and replacements put back in its place. The unit will function normally without the back bracket if needed. Due to the unit being out of warranty and the damage not appearing to be the fault of BlueStar I am limited in what support I can give to remedy this situation." The interesting bit here being that they were not being asked to do anything (like be responsible), but only answer whether the oven back/cavity could be replaced and give a price for it. I determined that I had to tell the credit card services that I still couldn't give them an estimate and to see if they might be able to sort it out with Blue Star. Blue Star would not respond to the credit card agent's attempts to contact. The agent finally called me back saying they were at a stand still (again) because they could not get an estimate. I flashed on the idea of Trevor (whom Blue Star always responds to) and told the agent to contact him. She did and Trevor conferenced her with Matt Shutte, service dept. head at Blue Star, right then. She called me back to say that they had finally gotten the information from Blue Star that they needed: the range was repairable; but only by Blue Star, themselves. It would need to be shipped to their facility (all 500 pounds of it) and the cost of the repair would be $3000.00. That's right, the original cost of the range!!! Both she and Trevor heard this clearly; and oddly, simultaneously, John Ditzio (also Blue Star tech) had contacted the Appliance Barn with the exact same information. Well. She went on to say that now, at least they could move forward, as there was no way they would be having me send it in for repair when a new one costs the same. That she would just have to have the replacement "authorized" by upper management because the ticket price was so high (they can only go up to $2500 without seeking authorization), but she was certain it would be cleared in a few days. That was over 2 weeks ago. As of yesterday, the "upper management" wants another opinion. Of what, exactly, it's unclear. There is no one else out here that could give an intelligent opinion as to repairing, as this range is virtually unknown out here in the mid-west of nowhere (and I don't mean Chicago-5 hours away). As far as "Is it melted and banging?" that is certainly observable by anyone. It would appear that Visa is feeling the pinch of the market downturn, as well and doesn't necessarily believe me or the Appliance Barn service man to be able to see/hear those things clearly...and for some reason, they are locked in somewhere in Montana where they cannot (will not) receive email, wherein I could send them the oven cavity photos. Suffice to say, make sure when you purchase this 500 pounder, that you are in a longitude/latitude that allows a comparatively simple return in case after you've paid to have it installed you find it performs less than hoped for....See MoreShould I get a Viking, Blue Star or Thermador 30' Rangetop?
Comments (19)Trevor would never say this himself but forget any other online dealer if you decide to go with Bluestar and just buy from him (http://www.eurostoves.com/). He's extremely active on this forum and has come to the aid of many here to solve their problems with a manufacturer even though they didn't buy it from him. With regard to the burners on the Bluestar vs Viking.. One thing you should also consider is that the combination of the star design and being open produces heat that is extremely even. AFAIK, Viking burners, even on their open models, are the traditional cap design. There is no center ring or even center air flow opening which would help to pull the flames towards the center. That means on the larger BTU burners, the heat is still more towards the outer edge rather than in the middle. Granted this is much improved with the open burners but in my experience, Bluestar still wins on even heating. Add to that the higher BTU, you've got a cooking machine. Now I've never owned a Viking open range and only cooked on one a few times at a friends house but I did cook on a restaurant range that supposedly used the same burners as the Vikings back then. Comparing what I remember from then to what I have now, I actually like my Bluestar more than that restaurant range. Bluestar is an absolute joy to cook on. Good luck with whatever you choose and have fun with it....See MoreBest reliable 30 inch slide-in all gas range
Comments (4)$2500 is tough to get a quality pro range. Bertazzoni is a good look for the money and will give you better performance than the Jenn-Airs and Kitchenaids. I would suggest Capital if you can get it for that price. Thermador is normally much more for a new one. 5 Star, American and Blue Star are a little new to most markets and could be tougher for service. If you can stretch your budget buy a Viking - by far the best out there!!!...See MoreMiele vs Samsung vs BlueStar vs Wolf Induction Cooktops + Service
Comments (44)So, time to chime in here. I went with the Blue Star 36" induction cook top 2 years ago. Looks great, LOVED the knobs, worked fantastic... for about 18 months. I'll note that unlike their other products it only has a 1 year warranty. First, the two rightmost burners started indicating they were overheating when the central burner was in use (and the rightmost were not). I reset the system at the breaker per the manual and it rand great for three weeks with a hitch, then the central and right top burner cut out entirely. Three days later they came back, but wouldn't heat above level 7 (out of 10). I had (or so I thought) the good sense to get an extended warranty, but after getting a service guy out here the warranty company informs me it will cost more to fix than I paid in the first place, so they're going to cash me out. Blue Star may be good in other areas (no experience here), but based on my experience with this one, I don't think they have enough time making this product to reach their usual degree of reliability. Addendum: looks like Blue Star (when I bought it) had a narrower cut out (18") than anything currently on the market, including their own product. At least it looks like they're learning from past mistakes......See Morewekick
10 years agolast modified: 9 years agoKate H
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