Capital Trouble...should have listened...need to vent

7 years ago

After much agonizing research, we purchased a 36"
Capital Range with rotisserie and grill. We had read some negative
comments on here from people who criticized their customer service, but we had
fallen in love with the rotisserie and well, there are negative reviews on
every appliance...right? Big mistake! The customer service is
absolutely terrible, the worst I have ever seen! They either do not care
for their customers or they are seriously incompetent. So, what happened
you ask?

After
using the range for a few weeks, we wanted to try out the self-clean
cycle. Before going to bed, we set the oven to "Clean" and then
watched with anticipation as if we were about to witness a miracle. The
cleaning cycle was about to begin when we noticed the door never locked, so we
quickly turned the cleaning off. After some investigation, we realized
the door lock mechanism was indeed broken and had most likely never worked
since there was a small dent on the inside of the range door where the lock had
been hitting the door each time it was closed. Luckily, we were there to
turn the cleaning cycle off. I fear we would be in a much worse situation
if the cleaning cycle had run that night with the door partially ajar.
Not only is the door locking mechanism broken, but this product failure seems
to be a serious safety hazard to consumers.

We
thought the situation would have a quick remedy since the range was new and
still under warranty. We immediately contacted customer service, and
then contacted them again, and again, and again, and again....you get the
idea. Several months later, we are still using our "new" but
broken (and dirty) range. Apparently, they have not been able to find an
appliance repair company in our area to fix our range. What? I have
little sympathy. We spent thousands of dollars on a range that was
shipped to us and there was no caveat that the warranty only applied to those
who lived in certain areas. Shouldn't a company who is selling ranges of
this quality have a database of appliance repair companies to service their
products. We are so disappointed and so tired of wasting our time on customer service with no result. Any recommendations?

Featured Answer

CEFreeman_GW DC/MD Burbs 7b/8a

7 years ago

How did you pay for it? Visa has a guarantee for purchases, for example.
Have you considered calling around yourself, getting a name, then calling them to OK it?

I can only imagine how disappointing this is. Sounds like it could be a nice piece!

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Comments (12)

lisadlu16
7 years ago
They should be able to contract with someone local. If their product really is so specialized then they need to get the closest repair tech there to fix it. It's not your problem if that tech is two cities or two states away. You need to be able to talk to someone though in order to get them to live up to the warranty. I hate bad customer service. Don't give up.
suzanne_sl
7 years ago
Does your state have a Department of Consumer Affairs or something similar? Sometimes a call to a state agency can light a fire under the seller.
pigeen
7 years ago
I have always found a letter to the CEO to get good results. Good luck.
zorroslw1
7 years ago
Yes, letter to CEO, and make sure he/she has to sign for it.
oldbat2be
7 years ago
Sorry to hear. FWIW, I have had good experience with their customer service.
lego9lego
7 years ago
I would demand they ship a new one and at the same time pick up the old one

since it sounds like it came damaged. It not dispute with the credit card company

asap.
mabeldingeldine
7 years ago
I just sold my home and happily abandoned my Capitol range with it. The gas burners were a dream, but I never managed to get the oven to heat evenly, despite the convection feature. If I was not super vigilant about rotating pans, the back left corner ALWAYS burned. I'd had three repair efforts from my appliance store -- who received no help on the problem from Capitol -- before I gave up.

I'm range shopping now and I won't be looking at Capitol or Bluestar for that matter due to such poor customer service. I'm even considering a GE Induction range, because my previous GE ranges were always bullet proof or quickly and easily repaired.
Russ Barnard
7 years ago
last modified: 7 years ago
Well, we have not gotten ours yet and you have a very real grievance, for sure.

I am trying to find the name and contact information that Trevor gave me to the guy that helped me locate repair people in my area, when I was having trouble with the exact same thing (finding local repair people before I bought the range...not a broken range).

What zip code are you in, btw?

If I find the guy's name and contact information, I will post it here.

Eh, all I have is his name, Bob. He is an actual person so if you call the main Capital # on their website and ask for the service guy named Bob, you might reach him. He called me in July of 2015 :(

He gave me like 3 companies in the area.

Post your zip code and I'll see if I can help locate ya someone like I did.

Ooohh.. I think this is the guy: Bob Waymire

So now just call and ask for Bob Waymire ;)

R
Sarah
Original Author
7 years ago
Thanks for all the feedback. I have been in touch with Trevor and he agreed this is poor customer service and he was going to try to help. Our zip is 24211. I tried contacting Mr. Kalsi, who is the CEO of Capital, but I just had to guess at his email since it wasn't posted anywhere. Does anyone have Mr. Kalsi's email address? I think I will drop the letter in the mail too. I'm looking into your other suggestions. Thanks again and let me know if you have any other ideas.
chispa
7 years ago
People seem to get some response from corporations when they post problems/issues on the company's facebook and twitter accounts.
Russ Barnard
7 years ago
Wow 24211 - even if they had to come from the closest big city.. that is still only a couple hours away. I am betting there is someone closer and they will definitely get ya hooked up and working like a champ.

Trevor is all over it I have no doubt.

R