Complaint / review text:
Please Forward to Upper Management.
To whom it may concern,
My name is David Lovelin and my wife and I chose to purchase an entire kitchen of Kitchen Aid appliances due to the reputation of being quality appliances. However, I am extremely disappointed when in just 4 years the $600.00 microhood is not heating.
I called the warranty department and they were great. I was told that they would send a technician to my house to diagnose the problem and then take care of the issue. I asked the customer service agent if there would be any costs associated with this and she informed me that it would all be taken care of and that there is no fee. I then took a half day off of work (I was told the work would take place between 8:00-12:00) to be home during the time of the repair. On the day of the repair I was called by the technician and he informed me that it would be a 129.99 service call and that I would be responsible for any parts and labor. I was incredibly upset and I canceled the service call.
I then called back to the warranty department and was told that there is nothing they would do to rectify the issue. I then spoke to the manager and she just continued to tell me that my microwave was out of warranty and that I would be responsible for all costs. I would understand this if I purchased a $100.00 microwave but for over $600.00 I was completely appalled that they would not take care of this issue.
Furthermore, because the warranty department misinformed me of the costs associated with this situation I was out a half day of work ($125.00), will have to recall a service technician (129.99), and take another half day off from work ($125.00) along with purchasing any parts associated with fixing this microwave. At this point I will be in this microwave for $379.99 before any parts are purchased.
In speaking with the customer service manager, all I received was frustration. These appliances are supposed to be a top of the line product and unfortunately, for this appliance the workmanship is as of the same quality as the customer service. The manager only offered her apologies and nothing to rectify the situation. I know in my line of work when an employee of mine makes a mistake we take responsibility for it and make the situation right.
I will be sure to let everyone I know that Kitchen Aid is a flakey company only interested in the bottom line. They do not care about the workmanship of their products or the experience of their customers. I will NEVER purchase a Kitchen Aid appliance or product ever again. I truly feel I would have been better off saving the money and buy a generic brand.