Complaints.com

From: Message Author
Date: Tuesday, 28-Feb-06 22:26:57 CST

Business Info

KitchenAid

Garner TV & Appliance Inc, Garner NC 27529

I live in Raleigh, NC

I recently purchased a KitchenAid professional series stove KDRP707RSS with

Steam Assist from Garner TV & Appliance, in Garner NC. (At the same time,

I also purchased a KitchenAid range hood and KitchenAid drawer-model

dishwasher.)

The stove arrived with the oven door pushed to the far left side as far as

it could go, and it was locked shut. Some components needed for

installation, along with the installation instructions, were locked inside

the oven. The door itself could not be moved in any direction.

I called KitchenAid and requested a replacement stove, since the stove that

was shipped to me was not usable. KitchenAid Customer Service informed me

that their warranty is for repair, not replacement, and placed a service

call to A&E Factory Service.

I then called Garner TV & Appliance and described the problem to them and

told them I wanted the stove replaced. They told me they had to send a

technician out first before anything could be done. They placed a service

call to Appliance Connection.

On Monday, February 20, 2006, the technician from A&E arrived at 8 AM. He

worked for two hours and although he partially dismantled the stove, he

could not get the oven door to budge. He gave me a service ticket when he

left (copy attached). Since he specifically said he could not repair the

stove, I assumed it would be replaced.

At 4 PM the same day, the technician from Appliance Connection arrived. One

of my friends let him in and ended up holding parts of the stove while it

was being repaired. The technician was there for 2 hours. He was able to

force the oven door open and then exchanged the oven lock mechanism, which

he said "looked defective." After replacing the mechanism, the stove

immediately locked again when it was powered on. It now displays an error

code immediately after powering on and cannot be left with power because it

beeps incessantly. It is actually in worse condition than before he arrived.

When he left he told me that the stove was "obviously DOA" and to give

Christy at Garner TV & Appliance a call about an hour or so later to get

the stove switched out.

When I called Garner TV & Appliance and asked when a replacement stove

would be provided, I was told that they would not provide a replacement and

that they would place another service call.

I have called KitchenAid at least a half-dozen times. When I spoke with

KitchenAid, two different representatives told me that the dealer could

provide a replacement stove, at the dealer's discretion.

When I repeated this to Amgad Saad, the manager at Garner TV & Appliance,

he told me there was no way they were going to replace the stove. I had two

choices: have it repaired, or return it for a refund less 25% restocking

fee (which is $930.75). I told him I have no intention of providing their

business with almost one thousand dollars with nothing in return, and that

it will not be repaired. Mr Saad also told me not to call the store again

regarding the stove (that is, his word is final and there is no further

discussion about it).

I did not purchase a floor model, sample, scratch-and-dent model, or

reconditioned unit. I paid the full retail for a brand new stove from the

factory. I am not paying nearly $4,000 for a reconditioned unit, and with

the 4 hours of work already done on this stove and at least 2-4 more (a

modest estimate, since there is now more than one problem evident), the

stove I have qualifies as a reconditioned model.

KitchenAid needs to stand behind their products. All I get from them is

stonewalling and a run-around that the dealer is the one to help me, not

them. KitchenAid made the product and it is obviously defective.

I am mobility impaired and do not want a stove in my home that might prove

to be a fire hazard. The stove is so defective upon delivery in my home

that I do not want it here. I have asked both KitchenAid and the dealer to

do the right thing and replace the defective unit. Neither will do so and

both claim it's the fault of the other party.

I have filed a lawsuit on February 27, 2006 against Garner TV & Appliance

to recover the money paid for the stove, delivery, and so forth.

KitchenAid has failed miserably to do the responsible thing and replace a

stove that came through my door obviously defective. After four hours of

repairs, it is in worse condition than when it arrived. I do not want a

reconditioned appliance, nor one that is obviously defective, in my home,

and since I paid for a new appliance (which I expect to arrive in perfect

working condition), I asked KitchenAid to replace the stove.

At this point, I want a full refund of the purchase price. I do not want a

replacement stove because I will not have any further interactions with

Garner TV & Appliance after being told not to call them further about a

defective product that they delivered to me. I have no faith that they will

not do some damage to a replacement stove because of the nasty, rude, and

belligerent tone taken by their store manager. I want no further

interaction with them.

I will be posting my experience with KitchenAid on every Internet website

that I can find that offers a forum for consumer complaints. I am also

spreading the word locally about the reliability of KitchenAid products and

the fact that the manufacturer refuses to stand behind their product.

I doubt that this letter will provoke either KitchenAid or Garner TV &

Appliance to do the right thing at this point. However, as a consumer, I

will not sit back and allow myself to be fleeced when spending four

thousand dollars to buy what I thought was a premium product - and then

finding out that K-Mart would have been the better source for my new stove.