ED Magedson – Founder
Whirlpool Corporation2000 North M-63 Benton Harbor, Michigan United States of America
I spent over $2700 on this KFCS22EVMS Kitchenaid Frenchdoor Architect refrigerator. After using it only 3 months the glides on the ice cube drawer broke, causing us to be unable to pull open the drawer. Kitchenaid sent out a tech, who said it was caused by too much moisture getting into the track and breaking the bearings. It took 3 weeks until the new part was installed and within 3 hours it was broken again. It took 5 weeks of constant phone calls, emails, letters from me to locate parts and have 7 new parts installed. The tech told me he replaced every possible part and if broke again it was a lemon. Within 2 days it was broken again.
It took over another month between service company and Kitchenaid for report to be filed. I made continuous calls, emails, letter to CEO and still no resolution. Kitchenaid engineer than decided to close up the drain to stop moisture would be the solution. [continued below]....
Upon contacting Exec. Office of Kitchenaid, I was told a "small amount of frost" is considered "normal". I sent them pictures showing them the chunks of ice on the glides in my freezer. Kitchenaid exec. office said, my concerns due to the design of the unit and are not issues that a service technician can resolve. I asked if the freezer was "designed" to only open a few inches or "designed" to struggle inorder to open the door, and they simply said they were sorry I wasn't satisified. Not satisfied, isn't a freezer door meant to open? When I asked why the ice drawer says "latch" and "unlatch" on it, if it is not "designed" to perform in both manners, again they simple said they were sorry I wasn't satisfied and since the tech was "unable to find a problem" they would not offer a replacement. I told Kitchenaid exec. office in both writing and on phone because the tech can't find the source of the problem doesn't mean the problem doesn't exist. They again said it was working as designed. I have sent pictures with a ruler measuring how little the ice cube drawer opens and how it doesn't latch at all and how little the freezer opens in the morning. The "specs and features" of this fridge say: baskets slide out with ease. Is their definaition of pulling extremely hard, "ease"?
So because a tech can't find the source of a problem Kitchenaid is denies the problem exists? How convenient for everyone except the consumer. The repair companies say what Kitchenaid wants to hear, they get paid, Kitchenaid even with pictures as proof, says the unit is operating as designed? Again, I ask why are these features on their spec and feature sheet if they are not part of the design?
Consumer beware, DO NOT spend $2700 on a Whirlpool product to last 3 months and not have the features work as they state in their product descriptions. After over 90 days of trying to resolve this with the company, I still have a broken ice drawer and freezer drawer which I have to struggle to pull open. What is the purpose of a warranty if Whirlpool can just this is "normal"? So unless you want to spend your days sitting home and waiting for techs, making calls and writing emails which get you no where and waste your money, Stay away from Kitchenaid/Whirlpool!
This report was posted on Ripoff Report on 11/19/2010 03:55 PM and is a permanent record located here: http://www.ripoffreport.com/r/Whirlpool-Corporation/Benton-Harbor-Michigan-49022/Whirlpool-Corporation-Kitchenaid-Corporation-Excess-Moisture-Broken-stuck-glides-after-664002. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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