KitchenAid Cooktops Reviews

Upon installing and only cooking 3 times on my brand new range top, I noticed the grates had scratched right down to the metal. Figuring it was so brand new I took it to the place where we purchased it only to notice that the silver display model and the model we did end up with was not what we ordered. My black stove top came with Black enamel grates. The sales person proceeded to tell me that there is a defect in the enamel and that it shouldn't have scratched like that. This is not the stove top we ordered. We wanted it in black with the same black cast iron grates that it had on display. Had we known that the black was only available in enamel we would have just gotten the one we saw on display in silver?

Now, I am told by the person who sold it to me that he had no idea that it was in black enamel and that he thought it was the same thing, only in black as on display as well. (Not very good for sales people to be so uneducated on products they are selling.) Now, the store (sales person who sold me the stove) where I purchased told me that since the stove is scratched and is not the one we originally ordered, he would gladly replace the entire stove with the silver as he had no idea himself that it was only in enamel. But that he needed to contact his general manager (Ken **) first to make sure it was ok.

The general manager basically dropped it in Whirlpool/KitchenAid lap and said we needed to deal directly with them. He is taking no responsibility even if his salesman made a mistake and that it is brand new, etc. Basically it’s now my problem. He cashed my check and wants nothing more to hear of it. We then called Whirlpool/KitchenAid as the store we purchased only less than 30 days ago wanted nothing to do with it at all, and said it was our problem.

KitchenAid is sent out a rep. However, I was told they do not replace scratched grates. They only replace manufacture defects only. SO, here I sit after spending $700+ and only using my stove 3 times, in a brand new kitchen with new appliances screwed! And I was told I have no recourse. How can normal cooking use (3x) scratch the grates and the stove top and KitchenAid tell me they can't do anything about it? Is that true? Is there anything I can do.

We have filed a complaint against the store and the manager, but still I have a brand new stove top. I was misrepresented by the store and was sold a stove that was not the same one we ordered. And I have to live with the scratches on the stove. I was told by the store where I bought the stove that they would get me new enamel grates and I could put them out when I have company and use the scratched ones for everyday cooking, as the enamel will probably scratch again. I told them that was unacceptable. Can you help me? Please! Thank you.

We switched it for another matching grate on the cooktop so as not to stress it any further. About 8 months later, the 2nd grate developed a crack as well in the same place the first had developed! The burner the crack appears at is the 14,000BTU burner only. This seemed quite unusual and certainly not what I would expect from this manufacturer or the caliber of cooktop we purchased.

I've asked Customer Service if these grates may be on a recall list or if there is some other way of having them replaced but I was told that, unless I could provide the Serial # (located underneath the already installed cooktop), they could not help me - even though they have the model number. In order find this "hidden" serial number, a consumer would have to uninstall the oven in order access the underside of the cooktop!

I have had to order the 2 grates for a total of $171.24. The customer service representative would not give me the name of her supervisor but did suggest I contact the CEO of KitchenAid instead. When I insisted on a supervisors name, she said that she has many and would leave a message for one of them to call me back. Under the circumstances, I feel that KitchenAid has made it all but impossible to locate the serial number once the product is installed and is being of no help to remedy these defective grates.