New Viking Microwave Problems

15 years ago

Hello,

Just thought I'd report in on the experience I'm having this week with my new Viking MW/Convection oven. I bought this oven because I got a smoking deal on it from a local dealer who was clearing the decks for more inventory. New in the box, and with the trim kit, I paid $800.00--which made it comparable the the Electrolux I had been looking at. It was "on sale, no returns" and had read the scary stories here of Viking customer service but decided to risk it anyway due to the price (I'm scary that way.) With all that said, it's a lot of money to spend...

soooo....

Imagine my chagrine when the day it was installed (yesterday) and the very first time we ran it, it was buzzing VERY LOUDLY. (I guess it's better to find a problem on day one of ownership rather than day one after the warranty expires? Just trying to look at the bright side.)

Looked up local authorized repair place on Vikings website and called them, only to find out they don't service Viking any longer...but very helpful to put me through to Hadco (major Viking distributor) for advice on a service company. Hadco was very nice on the phone and immediately referred me to a local company. Said company made an appointment for next morning. Repair guy called me a few hours before the appointment to quiz me on the phone about the troubles---and then suggested he knows the problem and will order the parts and call me this week to come over to take a look (saving two trips for him and me.) He's suspecting the magnatron, capacitor and diode--and figures he might have to replace all three, so why not be prepared? Seems to make sense to me.

In any case, I'm not happy with the fact it's not working--BUT so far, so good on the customer service. I'll report back on the actual repair and performance--which may or may not be a different story.

Thanks for listening...

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Comments (4)

moe_szyslak
15 years ago
Yeah that microwave is pretty much a Sharp R-930, which is what I believe the Wolf and Dacor convection microwaves are. I owned the Sharp model and used it for several years. Keep the waveguide cover clean (on the top of the interior) or it will arc like an SOB when you use the microwave.
alwaysfixin
15 years ago
Sorry for your troubles, but glad to learn you've had great customer service.

Have to say though, $800 seems a lot for a convection microwave and trim kit. Do you have other Viking appliances that you wanted to match? If you want the matching Viking look, then it's certainly worth the premium for the Viking name. But I believe what Moe Szyslak posted is correct; it's a re-badged Sharp R-930CS. That Sharp is selling on Etronics.com for $440, with the trim kit an additional $170. I am not trying to make you feel bad; I am posting in case someone else looking at Viking MW's is reading this thread, and does not need to match the MW to other Viking appliances in the kitchen.
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CapeCodGramma - I also want to add that if you haven't seen the Sharp R-930CS in person, you should before buying. Any convection microwave will have a significantly smaller interior space than a non-convection microwave. That is because the convection element takes up a lot of room. As noted, the Sharp/Viking has 1.5 cu. ft. Make sure you are comfortable with that interior space before buying. You should also look at the Panasonic Genius Prestige countertop convection MW. It is a nicer-looking MW, and the inverter technology is a bit better. You may also want to consider the GE Advantium which has microwave, convection and speedcook functions. I don't have one, but I have read so many threads on this forum from people who have them and love them, as they're more like having a second oven, superior to just a convection microwave. The Advantiums come in two styles, the 120V and the 240V. The general agreement is that the 240V is better, but pricey to buy, about $1800, and you need the wiring for the 240V. The 120V version costs less. But both need to be mounted either as wall ovens or over the range, not countertop. I don't know what your kitchen set-up is like, but I wanted to make you aware of these choices.
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The ONLY solution is to NOT buy Viking products!!!!!!! Their customer service is worthless/nearly non existent, Cleaning these appliances is impossible, they don't carry parts for anything over 7 years ( which speaks to their quality) I built a new kitchen in 2004 and bought all Viking appliances at a hefty price tag and have regretted it for 20 years! I finally got rid of my double wall oven 2 years ago, The bottom oven hadn't worked in 5 years, the top oven thermostat went out and NO PARTS available! The stovetop with 4 burners and a griddle never seem to look clean despite my efforts, there are so many areas that cannot be reached for cleaning but collect crumbs and spills, the burners constantly need to be "sanded" to remove residue buildup, the hood has removable panels which can go into the dishwasher, but, for the area surrounding the panels you need to be a contortionist to clean those areas, the backsplash behind the stove has warming racks attached and they cannot be removed for cleaning(REALLY?!!!) My refridgerator went out after 7 years I had to replace it but not before fighting with the company for a year and then they offered the replacement for half price!!!!!! Awful company and I share that information every chance I get! Oh, almost forgot the dishwasher, after a few months, I got tired of having to hoist a full bottom rack back onto its tracks, reached out to Viking and they "sold" me wider rollers to the tune of $100.00, adding yet another insult!
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berf
Original Author
15 years ago
No-indeed not making me feel bad--it's information people should have. I actually knew it was manufactured by Sharp but in the glow of the overall remodel planning a few months ago--and in the context of the ghastly price the whole project cost, the difference of $200.00 didn't seem like a lot of money (diff. btw the sharp +trim kit and the purchase I made.)
Of course, I'd be an idiot if I didn't admit in retrospect that of course $200.00 is a lot of money simply for the "designer name." And I don't even have the excuse of matching appliances :) We'll see how things turn out--it may be turn out to be a very expensive lesson.

Oh--and thanks moe for the tip on the waveguide cover--good info.
Kindly,
B
berf
Original Author
15 years ago
I promised an update with regards to service. Hasn't been all roses but I'm cautiously optimistic. Parts were ordered and I called my local repairman once a week for three weeks to check on status (they had quoted two weeks as the usual time for parts orders). At week three I asked them to call Hadco and find out the estimated delivery time for the parts....
Hadco quoted a DECEMBER arrival!

I emailed Hadco's parts department and copied customer service. Won't bore you with the detailed contents of my email but within 24 hours I had a response and promise that my parts will be to my repairman direct from Viking on Tuesday. This is good news and I am pleasantly surprised at the responsiveness of Hadco. (although I wish it hadn't taken the extra email)

So...we'll see if it actually happens and if I'm truly repaired by the end of next week (just in time for Thanksgiving!)

Bottom line: it's taken longer to repair this "high" end micro/convection than it ever would have taken to simply exchange a "lower end" (same machine different name). If it all works out it'll probably be a distant memory with no hard feelings by next Thanksgiving. Hopefully won't be a perpetual lemon.

New Viking Microwave Problems

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moe_szyslak

alwaysfixin

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New Viking Microwave Problems

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moe_szyslak

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