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Background: I had a General Electric Dishwasher for 12 years. I had zero “issues” with it, and required
a service call on it only twice in 12 years. Each time the problem was solved ( no major part replacement, all minor cost ).   After 12 years, eventually it started giving out so decided to get another Dishwasher.

I replaced the dishwasher with a higher end dishwasher from Kitchenaid ( Big Mistake ! )
I have now owned a Kitchenaid dishwasher for 10 months, only 7 of which has the appliance been operational, and it is still not operational today ( 11/14/2009 )

Here are the the top three reasons why not to purchase a Kitchenaid appliance:

1) Their service is contracted out to A+E Service. Note – they do not explicitly say they are not Kitchenaid Service employees. Only by calling the service number back and asking was I told that “we contract out our service”. Here is my experience with A+E thus far:

• Appointment number 1: Technician showed up ( 4 hours beyond the stated arrival time window), but part not  in stock

• Appointment number 2:   No show ( four hours down the drain )

• Appointment number 3:   Installed part, said the problem was fixed, but upon using the Dishwasher the first time, it was obvious the same problem still existed

• Appointment number 4:    Today ( if they show ). Update:  they did show, and they did fix it.  The Service Tech brought an additional part ( the control card that operates the soap opener Servo control, as well as (yet another) soap opener part.  By replacing the control card, the problem was fixed.  It was not drawing enough amps to power the soap opener.

2) Their 888 Customer service number said they had a “replacement policy” for two failed attempts to repair the product under warranty. When I later spoke to a Service “Manager”, I was told that the line agent was mistaken, that they had no policy regarding replacement. I asked him how many appointments it would take before a replacement would be considered – he said at least two more.   I have 28 hours of “wait time” at home invested – he’s asking me to invest a minimum of another eight hours of my time to address his firm’s non functional product

3) The tone and attitude of their Service “Management” desk hit a new high mark in miserable
customer service. I was told to keep following their service process. I never once heard an apology for the number of hours I had to invest thus far. I was told there was no written policy regarding replacements, and was told that one could not be described over the phone.  All of this in a condescending “why are you bothering me by asking all these questions” tone of voice.

Note: In reality, their service policy is to alienate their Customer Base.  The Service Manager I spoke with was “Robin M”, ID# 5245. Robin said his manager’s name was “Mike”, but he refused to provide his last name, last name initial, or ID # of his manager. I wonder what he is trying to hide?

Robin – you might want to check out the concept of “Repeat Customer” in the book “In Search of Excellence” and it’s impact on corporate financial performance.

My next step is to contact consumer advocate Clark Howard, and the state of Texas regarding their Lemmon Law and formally filing a complaint against Kitchenaid with the state of Texas.

My advice: to avoid large Kitchen appliance “issues” – avoid ( make that “run for the hills” ) Kitchenaid Large appliances

To Kitchenaid shareholders – as Cramer would say – “Sell, Sell, Sell”

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This entry was posted on Saturday, November 14th, 2009 at 3:07 pm and is filed under Uncategorized. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.