Exceptional customer service from Wolf (x-post)

8 years ago

I was having trouble with one of my Wolf ovens during self clean: it wouldn't complete the self clean cycle but would throw an error code about halfway through. Long story short, after two authorized repair companies and a couple of repairs, it turned out that the ovens were incorrectly installed (neutral wire connected to ground). Wolf customer service was exceptional throughout this ordeal. After the problem wasn't fixed the first time, they arranged for a much more experienced repair company to come out. A Wolf customer liaison was assigned who kept in close contact with me and returned all calls and emails promptly (usually within the hour). When the problem wasn't fixed after repair, they decided to replace the ovens--both of them since they said the older oven (2 years old) wouldn't match the new one exactly. Of course, there was no charge to me for any of this. But they did ask for the name of the installer . . .

I have never dealt with a company before that was as responsive or helpful as Wolf. Their exceptional appliances are certainly equaled by exceptional customer service.

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repac
Original Author

8 years ago

One technician told me that the porcelain chipping is a problem on only a small fraction of all Wolf ovens. Someone thought that the problem was in shipping, when the lower hidden coil could come loose which would position it too close to the bottom of the oven, resulting in cracking of the porcelain. They said this has been fixed in the newer E and M models. The previous E ovens that I had showed no chipping after 2 years, even with a lot of use (and weekly self clean cycles while they were trying to fix the oven problem).

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Comments (6)

charon70
8 years ago
Good news! Wolf's customer service is one of the reasons I decided to purchase appliances from them.
a2gemini
8 years ago
Mine was technically out of warranty - they fixed the MDL error twice. Flux and GE didn't help out of warranty.
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If you would have asked me in March, I loved my Wolf range too. It still functions extremely well but I just cant use the oven anymore. How far out is JD Powers asking about satisfaction? After a year or two or more? Wolf is claiming DECADES of service. It is one thing to be happy after a few months and another to be happy after 5 or 10 years. The long term is harder to find out about. I used to work for a place that got a JD Power award and in our particular case, nothing to do with appliances, it really didn't mean much except it was something to advertise. There were others that provided services that were more extensive and higher level of technology in some cases and they didn't have the award. Satisfaction awards are often perception than reality. If you notice in many service companies customers are asked to leave a 5 star rating or coached by the service provider to ratings companies. The 2012 JD Powers survey has Viking right behind Wolf. That alone should speak volumes about the quality of the survey. JD Powers They don't even indicate how their ratings are obtained for these appliances or what questions were asked. I have talked to some people in various aspects of the appliance business that think it is under reported because there are people that just pay to have the liner replaced and don't consider it a problem, some people never see chipping or if they see it just don't do anything about it and there are many people who never use their appliances. My son is a plumber in a lot of homes and confirms that last one. He always asks owners about their appliances, especially high end. But none of that matters to me. One reason I bought Wolf WAS the way they treated their customers in the past based on others experiences. There are many accounts of this on the appliance forum. The way they treated me is a change. I have benefited and learned from what others post I am posting my experience as well. Take it for what it is -one person's experience. There are plenty of people that will buy it anyway. It is interesting Dee that you feel you have to defend Wolf.
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I have had a very poor experience with Wolf. My range had the chipping blue enamel that I found at 4.5 years. They first told me it was normal but after a lot of haggling the would pay for the part but would not tell me how much to install it. The part only would only be guaranteed for a year. If you read the appliance forum you know this has been an ongoing issue with some people having multiple ovens affected. One person went through three ovens so I did not feel confident in reinvesting. The oven is only usable for covered food without convection to avoid any glass shards getting in food. "Decades of service"-not in my experience. "empowered to resolve any issues you may have to your true satisfaction" Sadly this did not happen.
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wekick
8 years ago
Sometimes they do and sometimes they don't. They did not stand behind my DF range at all. I thought it would last longer than 4 1/2 years. I did buy it for their supposed great service. It must be some sort of lottery if you get it or not.
charon70
8 years ago
Wekick.....On the subzero Facebook page, someone posted a comment about their DF blue porcelain chipping after 5 years. They offered her the part at no charge (1 year warranty) but she would have to pay for labor which starts at $800.00. If I recall correctly, Wolf offered you the same. It seems like this is all they are doing at the present moment. On the other hand, there were several post from people who had their DF for longer than 5 years with no chipping. I don't know why it happens to some ovens and not to others. Do you know? I am just curios about that.
wekick
8 years ago
Charon70 I am not sure what causes the chipping. From postings and pictures here chipping on the wall ovens seems to occur earlier and starts in the corners. There are many pictures on this forum. It is more linear in appearance. In the DF ranges, it seems to be over the element. It chips the enamel off of the substrate.

Repac, Wolf reps have said many things reported on this forum. They have "never heard if the problem" or "it has been fixed years ago". When I first wrote to Wolf about my range, they told me it was normal.

As to being a problem on a "small fraction" of their ovens we have had posters here receive multiple faulty ovens. One poster received three faulty ovens. One topic here was asking if anyone had one that didn't chip. There were some. The problem for me is they expect me to pay an unknown amount for a repair for which they will only guarantee the part for a year. in reading reports here and elsewhere there is nothing to convince me that the problem has been fixed. The M series oven has been redesigned so that the oven liner is in two pieces to relieve stress on the corners. The E has not been redesigned. I'm glad you did not have chipping with your E ovens but search on this forum for others experiences.

Most people have had great service from Wolf within the warranty period and Wolf did replace a double oven that chipped at 4.5 years, same age as my range, for a $500 charge which would be reasonable. This was some years ago so I don't think they stand behind their product as they once did in the long term. When I bought my range and Electrolux wall oven, I bought extended service for the wall oven but was told I would not need it for Wolf because Wolf would stand behind their products. This did seem to be true at the time. Decades of service"-not in my experience. " empowered to resolve any issues you may have to your true satisfaction" Sadly this did not happen.

Exceptional customer service from Wolf (x-post)

repac
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charon70

a2gemini

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Exceptional customer service from Wolf (x-post)

repacOriginal Author

Comments (6)

charon70

a2gemini

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charon70

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repac
Original Author