CONSUMER NEWS RECALLS COMPLAINT FORM SCAM ALERTS
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CONSUMER NEWS RECALLS COMPLAINT FORM SCAM ALERTS |
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KitchenAid Microwave Range Hood |
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I've had nothing but problems with my Kitchenaid Microwave Hood. The unit is non-operable and I am unable to obtain service despite the fact I purchased a 3-year extended service contract. The current malfunction of the microwave is the second time this particular unit simply �died.� The first time was in September of 2003 at which time the technician replaced the transformer. The current unit I have is a replacement model which we received from KitchenAid on May 2, 2002. The original unit was replaced because the plastic on the control unit, handle and vent cover kept cracking, failing and breaking off. The current replacement unit has had the same problem with the plastic parts as the original and new parts were installed on the replacement unit in October 2003. However this new unit has had additional problems with the transformer and a new transformer was installed in September of 2003. On January 29, 2004 I purchased a 3-year extended service contract sent to me by Kitchen Aid. Today, in trying to obtain service for my �dead� microwave, I learned that the service contract I purchased was not being honored because it had the model and serial number of the original microwave (that was replaced). This contract was provided to me long after I had received the replacement and I believed that the 3-year contract for which I paid $127.37 was for the replacement model in my possession. I had conversations today with Terry from the Customer Interaction Center and also Veronica of the Contract Department, (1 800 2399-5980) and I was told that that KitchenAid shows receipt of this contract but that it has the original model and serial number (not the replaced unit) and I was told that Kitchenaid's third party extended warranty service company, AON, will not honor my contract until I produce written documentation and a receipt for the replacement unit. This is the case even though KitchenAid has a record of the replacement. Per request from Veronica, of the Contract Dept., I now have to fax a copy of the paperwork that was given to me when we received the new microwave. The original receipt is very light and barely readable. However, as further evidence of my ownership of this unit, I am also sending a copy of a repair receipt from A & E in October 2003 which shows correct model and serial number of the microwave I currently have. I trust this will be ample documentation. I wish to document the serious inconvenience and time this has caused me. Not only do I have to suffer the constant repair and replacement of an obviously poorly designed microwave product, but Kitchen Aid is placing the burden of its own paperwork mistakes on me, the customer. I contacted Kitchen Aid Customer Interraction Center in Benton Harbor Michigan earlier this morning and spoke to �Terry� in an attempt to find some long-term solution to my problem with this product. After she could not offer one I asked to speak to a Supervisor and was left on hold for over 15 minutes. No one ever came to the phone. This is shameful. I have had nothing but problems with this product and am sorely disappointed with the company�s failure to provide any long term relief for these repeated equipment breakdowns, stupid administrative mistakes and abysmal customer service. Report Your Experience
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