Does KitchenAid customer service have a bad rep?
zagyzebra
10 years ago
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10 years agoweissman
10 years agoRelated Discussions
KitchenAid Custom Panel Debacle (pics)
Comments (10)So, it turns out that the original panel kit was the correct kit after all! The retailer had KA send out a serviceman and, low and behold, it turns out that you have to break the dishwasher to get a panel kit installed. Not with a hammer or anything, but just breaking off some extra plastic tabs that are under the console. Somehow, KA fails to mention that you need to pry off pieces of the button console to install a panel. Oh well. The service guy said he's seen the same thing before and it took him a while, but realized that a pair of pliers and some hard pulling is all that it takes. @aprince: I still don't think the online retail experience was all that bad. We got a killer deal, free shipping, and great delivery. Now, I wish their after-sales customer service wasn't the mess that it is, but in the end, the problem was resolved. And I'm not terribly a fan of face-to-face conflict, so sending angry emails and making snarky phone calls is sooooo much better for me :) A quick pic tonight with some trim & adjusting left to do:...See MoreKenmore Elite "service" impossibly bad. Fair warning!
Comments (0)We bought a Kenmore Elite dishwasher just over one year ago. Great product. Quiet. Does a great job cleaning. Great design. Everything you expect from a top of the line ($1500) product. Except... A part malfunctioned about 7 weeks ago and the run around we have experienced since that time is absolutely astounding. I hear that Sears is experiencing difficult times and will likely go out of business. I now can see why. The parts are under warranty but not the service. So they sent a tech out to assess the issue. A new circuit board was needed. It was ordered and installed. The dishwasher failed again immediately (second use with new board.) We are now seven weeks in with no resolution. So here is my warning: Sears "customer solutions" team has made it virtually impossible to get resolution on these issues. Average phone call is over one hour and they regularly disconnect while on hold. Sometimes they call back and sometimes they dont. Each service rep only gives their first name and no ID # so what one person says is different from the next but you have no way of receiving any continuity and no one will verify what previous conversations stated. Often they contradict one another! One service appointment was cancelled 3 hours after their appt. window and 2 other service appointments were kept but well outside of their 4 hour window. They are now saying the the tech that came 3 hours late last week improperly assessed the "unrepairable" status of the dishwasher and the assessment needs to happen again which will result in at least 2 more appointments and likely more before their is resolution. They do not have a way to escalate (no manager to speak to, no escalation process online, etc) So, when it works, Kenmore Elite dishwasher is great. But DON'T BUY KENMORE ELITE PRODUCTS without knowing that they do not stand behind their products and seem perfectly content to wait out the customer until they buy another product. There are many options at the price points Kenmore Elite products sell for, I strongly recommend you look elsewhere....See MoreDoes ANYone like their Kitchen Aid double wall ovens?
Comments (17)Here is my report as promised: I made my favorite chocolate chip cookie recipe, and brought a batch of cookie dough balls to the store. The KA demo lady never did show up, so I just experimented on my own. First I turned the oven on regular bake at 350ú to see if I could hear the fan. The air conditioner fan in the store was very loud, and I could hear no oven fan at all on regular bake. I got impatient waiting for preheat, so turned the oven to convection bake. I could hear the convection fan, but it was very quiet, especially given the air conditioning noise. Convection bake preheat went much faster. Maybe ten to fifteen minutes. I proceeded to cook the two cookie sheets in the oven, on the 2nd and 4th racks. The recipe is normally 375ú for ten minutes, so I did 350ú for 9 minutes. I should also say that I used my regular flat, air insulated cookie sheets, which some say not to use with convection, as they keep the bottoms from browning as much as they would with a regular cookie sheet, which is supposedly not necessary with convection. The cookies came out perfectly, rose well, crunchy outside, chewy inside. The cool down fan continued after I turned the oven off. Still very quiet. However, the salesman told me that the demo oven is over four years old and that it was the oven that came out after that which had all the noise complaints. He also said that they had all been corrected in the factory for all new ovens, not by a complete redesign, but by whatever running corrections they are able to do as they go along. So I am still not 100% confident that I have heard the real thing. However, I am going to go ahead and order the oven, as the fan on this one was completely unobjectionable, at least so far as I could tell, and the cookies were excellent. Two other things the salesman suggested: Use the bottom oven preferentially when using only one oven, as it is further from the electronics and will improve the control board life span away from the heat. also, Never use the self clean, no matter what the oven, because the extreme heat is so bad for the electronics. He recommended instead heating a shallow, jelly roll type pan of water with baking soda on the bottom of the oven for an hour at 300ú, then wiping down the whole with a cloth. Not as effective as self-cleaning, but safer. That's all folks!...See MoreKitchenAid 36" gas rangetop- have it? Why does no one carry it?!
Comments (6)I have one and I bought it from Best Buy. There was a display model to see, but the actual range top had to be ordered. I love it, but I might also be loving the fact that this is my first gas range. Our neighborhood is all electric, no gas lines, but we had a propane tank installed and that made it possible. I also got a better price at Best Buy than other places that were selling it. There was an appliance sale going on at the time we purchased....See Moreberardmr
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