"oven does not work does not heat to the temp set on the dial"

1. Put an oven thermometer in the oven; close the door.
2. Set the oven to 350 degrees; start the oven.
3. Wait for the oven to reach operating temperature; wait 20 minutes more without opening the door.
4. What is the temperature reading on the oven thermometer?

TThanks but that not the issue The oven does heat up but to the wrong temp if you set the dial at 350 it heats to 500 if you set it at 500 it goes to clean mode ETC

The tech says we need new parts Hestan either cant locate parts or doesnt care to And at this price why should i accept a refurbished oven?

The Hestan KSO30 wall oven is a rebadged Fulgor Milano F6PSP30S1. Do you know the part that's needed? If you can't get it from Hestan, perhaps you can get the part from a Fulgor Milano dealer.

Also:

• https://pacificspecialtybrands.com/product-category/appliance-parts/fulgor-milano-parts/
• https://www.buyspares.com/fulgor-spares/shop.pl
• https://www.genuinereplacementparts.com/index.php?cPath=684546

This is the same level of service I have received from Hestan. My oven has had several issues and is now falling apart. I have owned it for about 14 months. Please let me know if you figure out how to get better service from them.

11/29/23

Sharing my experience:

My household's experience with Hestan has left us with a bad taste for the company. (And being good cooks we pride ourselves on our taste! ;-) )

I purchased a model KRG365-NG from an authorized seller with a good reputation.

(A 36 Inch Freestanding Professional Gas Range with 4 Dual-Flow Burner System, 5.8 Cu. Ft. Capacity)

Installation date: April 2022.

Summary:

Their appliances look (are) beautiful externally; internally... well that's a whole other story. And backing up their warranty promise is a joke. (They'll send repair people on a revolving carousel over many months to string you along and keep up the facade of "we stand committed behind our products".)

Details:

The oven door has been causing issues since nearly the first time it was used. Some of the knobs at the top become extremely hot to the touch (enough that one requires oven mitts to adjust certain knobs while in operation if one isn't excited about a trip to the local ER). Unfortunately, Hestan's service repair technician has attempted to adjust the door but it seems to get misaligned and needs adjustment shortly after or he hasn't actually fixed the problem.

(Two times it was the internal sensor for the electric stuff - placed in the space between the oven and the high BTU gas range (???!) so that when both functions are operating on full, as when preparing a multi-dish formal dinner for many folks, the electric components get hot really fast and shut off to self-preserve - (I respect the instinct) triggering the oven-control shut off.

This most recent time the oven electric controls seem to be working but no heat occurs when turning the knobs on. The issue of an internal sensor getting overheated, triggering a safety mechanism, that shuts off the oven function has happened often enough that it reflects a serious design flaw, or a spoiled lemon.)
BTW: The repair technician is nice, polite, responsive, respectful, and
sympathetic. He didn't manufacture the piece.)

Re: warranty service issue,

Hestan hasn't been responsive with timely communications or been honest regarding honoring their warranty coverage for malfunctioning systems (weeks of being ignored or pat emails saying "your request has been transferred to the right dept blah blah" and then crickets...). I have had multiple service requests to fix the oven after it stopped working, always sometime after the oven is used on high heat for several hours. I know. It's an oven. Foolish of me to expect it to operate the way it's advertised.

To put it plainly: That's a non-working oven, folks, for a household that cooks a whole bunch for extended family and friends and does plenty of hosting on weekends. Significant levels of creativity and a whole lotta flexibility are required to substitute on-range cooking for oven roasting. To be fair: No working oven does increase kitchen storage space when one takes out the racks -- on the bright side of things!

Hestan didn't bother responding to a detailed letter sent to their warranty dept. delineating the issues in October of 2023 and requesting an exchange. Nor did they respond to a follow-up letter 2 weeks later. (Seems like this is standard operating procedure rather than a fluke.)

This is the third time the oven has had the same issue amongst others.
(Another interesting factoid:

In Northern California's Bay Area, home to a population of over 7.5 million eating humans there is a dearth of authorized service technicians vetted by the company. It takes time for them to be available for repairs; anywhere between three to five weeks. Then when a part needs to be ordered -- an often occurrence -- add another several weeks to your broken-cooking-appliance-saga aka. buddhist-exercise-in-patience.

Scheduling repeated service repair visits that take several weeks to implement, (no fault to the repair dudes) I believe is a deliberate business decision intended to string along disgruntled consumers until they get exhausted from keeping up with the saga or they get deported; immigrate to Finland; convert to outdoor brick oven cooking; lose their memory; or other stuff happens making this recede into the background. Dragging on the ticket/ case by scheduling repeated visits for the same issue, interchanged with executing a non-response policy till the pesky issue of a valid warranty expires, is not unintentional. And brings to Case Closed.)

Bears repeating:

Our model had issues with the oven (whether heating up properly or heating up at all) since a few short weeks after it was first installed by a licensed electrician.

As well, the oven door has issues closing fully so as to be flush against the oven cavity interior - to prevent escaping air, uneven baking temperatures, and hot, Hot, HOT, range/ oven control knobs.

The gas range, contrastingly, has always worked well, except for one burner whose simmer function has stopped working.

I am filing a complaint against their business practices with the BBB.

(I wish I had read their reviews, and had read this site's threads before choosing the company. It does place the company in an unflattering light).

If anyone has gone the arbitration route, please share your experience.

CONCLUSION:

We would not recommend their appliances to others - based on their awesome lack of responsiveness to broken residential appliances, coupled with a seeming lack of honoring warranty assurances (by replacing or exchanging the model) in situations where several service repair visits have occurred -- with no lasting fix. I wish I had known that the ability to endure and practice stoicism is a requirement when purchasing from HESTAN.

(Some products are bound to have quality issues -- to be expected. What isn't expected is not honoring their part of the warranty agreement. It's a lack of integrity and commitment and makes one feel cheap and invalidated. I may need somatic therapy for this!)

________

I am posting on this useful thread for other consumers to let them (you, the reader) know that if one is dealt a bad hand with a residential appliance from Hestan, set really low expectations for warranty fulfillment. And with timely service visits. (If you are in NorCal.)

(Easily over several weeks, up to 7 by me, until the issue is properly addressed: the repair tech comes; he/ she figures out what part needs ordering; the part gets ordered; the part gets shipped; the part gets delivered; another visit is scheduled; the repair tech is available to swing by again, and finally the part is installed and that -- miraculously -- fixes the problem, leaving one with a working appliance -- at least until the Gods decide to amuse themselves again.)

If you want to play "roll the dice" with individual appliances:

Sprint, don't shuffle, to your nearest HESTAN authorized seller.

@wdccruise: the fridges, wall ovens and dishwashers are indeed rebadged/subcontracted, but, FWIW, Hestan prides itself on manufacturing its ranges itself in its own southern California facility: https://home.hestan.com/wp-content/uploads/2020/02/Hestan-Press-Kit-2020.pdf

@ charlie mirisola: any updates? Anything get solved? You give up on them?

Hi Charlie, I was wondering if you ever had a satisfactory resolution with them.

(I found out that submitting a better business review complaint, with appropriate docs shared to back up one's claim, is extremely helpful in waking up corporate warranty responsiveness.)

Parts were recently shipped. After steady pressure. (It takes significant time for follow up. It's not worth it for many.) Repair service hasn't yet happened.