Oh dear. I am so sorry to hear this! And I must say, as an owner of an Aga 6-4 who has been a longtime cheerleader for Aga, and for reasons I won't go into right now, I'm not exactly thrilled with Aga service myself! One thing you need to do, though, is to separate out any frustrations you may be having with the service team at Aga-Heartland and that with the independent, certified installer you are having trouble with. I place emphasis on the word "independent" in that last sentence because the installer is not an employee of Aga! In fact, he's an independent contractor who, presumably, got some training from Aga service on how to install an Aga Cooker. But, I assure you that he's not on Aga's payroll and, ultimately, he is not acountable to the company for his behavior and performance. Although you should get a reply from Aga-Heartland about your complaint regarding this installer, the best that is likely to happen is that they will recommend another installer to you (who will also NOT be their employee). Also, they will probably stop recommending this installer who has run out on you -- if they haven't already. What a bummer. If I were you, though, I would be on the phone with Aga-Heartland today. If you don't get an immediate response from the tech services department (don't hold your breath), ask for the President's office. Trust me, I've done that myself and I've gotten quick results.

Good luck!

quiltgirl,

I'm sorry your to hear that your installer has still not finished your install. DO NOT GIVE UP! Like marthavila said, he is an independent contractor, not an AGA employee.

How far along with the assembly is he? My installer assembled ours in about 11 hours including unpacking everything to cleaning up his tools and mess. IF, everything is installed correctly to this point, another installer should be able to complete the job in one day, easily. I'm not sure what you were quoted for the install, but we paid $2500. He had to travel four hours each way including a ferry trip. Our installer has installed over 200 cookers.

Of all the things in our new kitchen, we both love the AGA the most. It's starting to cool off a bit here and the warmth of the AGA is FANTASTIC! For something that appears to be such a simple machine, it brings TONS of enjoyment.

Hang in there.

I'm assuming that the manufacturer's requirements for your infrastructure have been met by your contractor, so what reason is he giving for the incomplete installation?

To live wire oak: He is not giving any reason for the incomplete installation because he does not answer the phone. When by random chance, (like calling from a number other than our own) he picks up, the only response given is I will get back with you, which he does not. I don't know about you, but to me it smacks of "I have enough of your money and I am done".
To marthavilla: I emailed Aga and so far have received no reply. It is a little hard to believe that in this age of technology they have not responded to this situation. We will see what a phone call generates.

I have found that a letter to the president of companies I am having trouble with always gets the best response.

So far not one response from anyone even remotely connected to Aga. I guess Pigeen I will try calling the President of the company and see if that garners any response. In the meantime I sit with this beautiful Aga four oven cooker and cannot use it. It is sheer torture! I want to cook and bake so badly in it and I am so frustrated with the whole thing. I just printed out the manual for it and am now going to try to figure out how to assemble it myself. I certainly am not going to worry about warranty since I doubt if this company would respond to any warranty issues anyway. They cannot even respond to this situation. My mother always said if you want something done and you want it done right, do it yourself!

So far not one response from anyone even remotely connected to Aga. I guess Pigeen I will try calling the President of the company and see if that garners any response. In the meantime I sit with this beautiful Aga four oven cooker and cannot use it. It is sheer torture! I want to cook and bake so badly in it and I am so frustrated with the whole thing. I just printed out the manual for it and am now going to try to figure out how to assemble it myself. I certainly am not going to worry about warranty since I doubt if this company would respond to any warranty issues anyway. They cannot even respond to this situation. My mother always said if you want something done and you want it done right, do it yourself!

Hmm. When you first started this thread last Thursday, I advised you to call the President's Office. That advice is based on my direct experience of dealing with service issues through Aga-Heartland on various levels. In fact, this is somewhat old advice. I gave you similar advice back in February of this year when you posted this problem to the Appliance Forum on the "What is an Aga?" Thread. Here's what I said then:

* posted by marthavila (My Page) on
Thu, Feb 25, 10 at 15:47

I would not wait until Monday. All you need is a certified installer who will come to you quickly. This should not be that big a deal. Call Aga-Heartland in Canada today! Speak to a senior manager in customer service or higher up. (Do not let your call go to the tech services department; you need someone with clout). Explain your problems and ask for intervention. They will then delegate your problem to someone who will be accountable for its resolution. For sure, someone in the company has a list of certified installers who are available in your area and can hook this up for you without busting sweat. Trust me. I had to go that route when I realized the vendor I purchased my Aga 6-4 from had gone belly up and there was no direct vendor to negotiate service questions/issues on my behalf. There are actually good people at Aga Heartland. But you will never find them by relying on the email method.

Good luck and keep us posted!

I don't get it, Quiltgirl. Surely you've waited long enough on an independent contractor to get real help with this installation. So what's the problem with turning up the heat where it really matters? And, by all means -- do not attempt this installation yourself!! There's a possibility your warranty can be extended -- as mine was. But I guarantee you that won't happen if you go messing with unit. (Feel free to write me offline if you want more details).

(Scratching head but also sending you hugs,tea and sympathy!)

quiltgirl,

Can you attach a pic or two so we can see what stage the installation is at now.

My installer took step by step pictures of my install. It's like a manual with "real" pictures.

Hi Quiltgirl
I�m James, the AGA Brand Ambassador. I�ve just come across this blog post and I have contacted AGA MARVEL in relation to it. It appears we have no record of your Cooker issues. What you are explaining is unacceptable. The AGA Cooker is a very special product; we want to ensure you are happy and get the issues fixed.

Please do not try and build the AGA yourself, it does require a trained engineer which AGA MARVEL can assist in locating.

Please call AGA MARVEL (877-650-5775) and ask to speak to the Executive Assistant. She is awaiting your call.

You have my assurance this issue will be fixed.

James

Just back from a genealogy jaunt to the South. Thank you all for your comments and understanding.
Martavilla, the reason I have waited so long is because this installer still has some of the parts for my stove and I knew he was the only installer in our area. We already paid him a large hunk of money and I was trying to work with him because of that. But you are right, I should have turned up the heat a lot sooner. I did contact Aga as both you and James suggested. We will see what response I get now.

James, Thank you for the number for Aga Marvel. I have called them per your instructions. I spoke with their representative and was promised that someone will get back with me. They will contact my installer and see what is the cause for the delay and if necessary, find another installer for me. Unless they have added new certified installers, I do not believe there is another in our area. I have spoken to another Aga owner who had a similar experience with our installer. That Aga owner ended up doing his own installation.

Update: Called Aga. Was given names of four installers. Called all four and am awaiting replies. One of the four is within a one hour or so drive with the others being from far states. Aga rep emailed that they spoke with my original installer and Aga is telling me he will finish my job shortly. Since it has been one year and three months (at least) I am not sure what the definition of "shortly" is. As far as dealing with this installer, Aga's reply: " We will take corrective action with him directly". They had no record of an Aga with my serial number and no evidence of a outstanding order for parts for my installer. As far as I am concerned, I am still at "Square One"

You'll forget all about it once it's finished and you begin using it. The AGA cooker is amazing!!!

The discussion in another post regarding oven choices would all be solved with an AGA, except for the price. Nothing cooks like an AGA cooker. The consistency of the heat and the fact that it's always ready are unmatchable. I would say it's the simplest, most reliable appliance out there.

just an update on the Aga install situation. Aga Marvel responded to email saying that parts were ordered and a rush was put on them. That was sometime shortly after the 8th of October that I am presuming the parts were ordered. Still no parts and still no installation and still no phone calls from the installer. Aga Marvel has been very receptive to handling the situation though and I am awaiting the resolution. I have a house full of people coming on November 20th and I will be beside myself if I do not have a working stove by then!

wow I just found this thread.... sooo sad! I hope all has been taken care of with your AGA cooker install.... we used Rob Barlow at AGA studio in Michigan.... it was great dealing with Rob and Dena at AGA studio.... call them if you have any AGA questions or maintenance needs....

Aga has been up and running for several years now. Thanks to some Aga people here, it was installed and all problems solved. I absolutely love it and will never have any other stove but an Aga.

aga_brand_amassador I'm running into the same issues on an Aga that I installed in 2015. The fitter has moved and I haven't gotten anywhere speaking to folks at Aga USA to find someone to service or fix what was installed incorrectly. I'm in NW Colorado.

Sadly, I think James the "Aga Brand Ambassador" has long left the building! It's too bad: Aga are amazing appliances, and one would have hoped - expected even - that with them being bought by a high-end reliable quality appliances corporation like Middleby things would have improved, but I guess not. :/

There is potential support available in forums, particularly for owners of older Agas that are no longer reliant on 'warranty' contractors. Here is the best one, particularly helpful advice in the 'General' forum and listings of independent service engineers: http://www.agacentral.com/phpBB3/index.php?sid=f43cfc3877d4cbce185c8bc7b6fb9290 

There are also a couple of relatively new Facebook groups for AGA discussion, buy/sell & restoration/conversion fb.com/groups/AgaCookersBuySellTrade/ and fb.com/groups/agarestoration/

I had a good service guy here in the Midwest for my Aga who no longer is available. I accidentally re lit my Aga without letting it rest 30 minutes between tries and it blew. (It would only go out once in a blue moon because of high winds.) (Direct vent). Well this new guy comes, charges an exhorbant price to fix it and now it goes out almost every other day! Our previous guy had changed the thermocouple to a newer updated different kind than the original and we never had a problem after that. I love my Aga and this Going out all the time is frustrating! I don’t trust this current Aga repairman to have a clue on how to do it correctly. If he did, he would have repaired it right the first time!

quiltgirl1 - are you on fb? There's an active fb group there for Aga owners, someone may be able to help you. pm me if you can't find it!