Help, My KitchenAid Dishwasher Hasn't Worked Since July!
Katy's KitchenAid dishwasher hasn't dissolved soap or cleaned dishes since July, despite receiving four new parts over seven service visits. KitchenAid's service plan promises a replacement unit if the same part breaks three times, but KitchenAid still isn't sure which part of Katy's dishwasher is broken, and so they're refusing to give her a new one. Does that seem fair?
I ordered an extended warranty from KitchenAid Service Plan on a then one-year-old dishwasher. The soap never dissolved in the dishwasher and dishes remained dirty. The service administrator is TWG Innovative solutions. The unit was non-operable since June or July 2008. Three service companies, 7 visits later and 4 new parts later, the unit still does the same thing… still no fix.
Now I am requesting that they replace the unit since the warranty states under the No Lemon Policy that if the same item is replaced three times, the unit can be replaced. Well, it is technically not the same item three times. They just have not idea what the item is! Next step was to speak with the administrator. One hold for over 38 minutes I decided to call back to speak w/ a manager. They were all busy I was told. They explained they can expedite my request for an administrator to call me back. Five hours later I called to ask to speak w/ a manager or an administrator again, they said that they have the request and it looks like it will take 3 to 5 days to get a return call! Called KitchenAid and they said that I need to work with the warranty party although they admit that it was another division of their same company. What poor customer service. Needless to say I will never buy a KitchenAid appliance again.
Such a shame, KitchenAid is occasionally known for decent service. Kick your complaint up to KitchenAid's executives and tell them they have a simple choice: either replace your dishwasher, or come over and clean your dishes.
(Photo: SuziJane)
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Hey KitchenAid? I'd say your support and service has broken at least three times, wouldn't you? I mean, that is part of the package she bought, and it has failed numerous times to turn her broken dishwasher into a working one.
Do the right thing, maybe you can still salvage a customer.
Nice kitty, now turn on the rinse cycle.
Kitchen Aid Stand Mixers and Kitchen Aid Major Appliances are on completely different playing fields. The stand mixers are simply designed and built like tanks.
Kitchen Aid's major appliances seem like a more luxury brand because the stand mixers are a perceived luxury item, but they're just as faulty as any of the low-end house brands of appliances (Maytag.)
Kitchen Aid outsources a lot of these items. As someone in the kitchen biz, don't waste your money. Step it up for GE Profile or Monogram, Dacor, or Sub-Zero/Wolf. Particularly when it comes to major problems, the CSRs at Dacor and Sub-Zero/Wolf have been more than accommodating to their clients, in my experience.
I have no doubt at all this will be resolved and am surprised it has taken this long. My experience is that KitchenAid makes great products and stands behind them. I had a mixer break and they replaced it right away.
I plan on getting one of their dishwashers (right after I replace some windows)
Seems like the broken part is the dishwasher
In looking at the picture, I think I've found the problem. Plz to remoov kitteh.
Not fair, but sounds like they are following the word of the service plan rather then the spirit.
It sucks, but so far sound like there not violating the terms of the plan.
No, it's not fair. And I can't see how this is cost-productive to the company, 7 visits out and 4 parts replaced. They are probably just buying their time until the warranty runs out so they can wipe their hands clean of it. I, personally would of given them 3 chances to fix it, not 7.
I agree with Carey, write KitchenAid. 8 months without a dishwasher is ridiculous... I have a 10+ year old portable dishwasher that's built like a tank. A 1 year old product thats malfunctioning that severe is JUNK.
It sounds like she bought this origonally at a Home Depot or Lowes? (I assume she got it new -- the part about being one-year old is confusing) If she bought it at a local appliance dealer, I would talk with them to see if they can help escalate this. Maybe Home Depot or Lowes can do that, don't know.
In any event, she needs to write a letter to memorialize that she's dealing with the same problem over and over, and have been without use of the appliance for so long. This is crazy
In the meantime -- can't she use the liquid dispenser instead of powder?
Im Quite confused as to WHY THE CAT IS IN THE DISHWASHER
@ivealwaysgotmail10: B/c cats on a whole will jump into most anything as soon as you open it, then look at you like YOU are crazy. Cases in point:
Wow - eight months is a nightmarishly long time to be given the run-around. After the third service call, I would have given Kitchen Aid the ultimatum: refund my entire purchase and warranty cost, replace my dishwasher with a new unit, or see you in small claims court, where I will be handing your tuckas to you. In any case, I hope escalating the complaint to the executive level has some positive impact.
@Hoss: The powdered detergent never cooperates with my dishwasher.
On another note, she may want to check her drain line. I was having similar problems and thought my washer was on its last leg. Turned out the drain line was just packed with food particles and needed to be replaced (cheap and easy to do). With a clean drain line the old washer worked like a dream.
Have you tried simply switching detergents? I hear that all those save the earth treehugger no phosphate detergents yield the same result as described in the post. Seems simple, but maybe worth a try.
@RevRagnarok:
I Have a KA dishwasher. When I bought it I was told by a friend that if it needed to have a repair, don't go though where I bought it (sears) go through the local company that is the "authorized repair center". If it needs to be fixed or replaced, that they have much more leverage with KA. Sure enough my one repair was done bu them, fixed quickly at no charge, because even thought the machine was out of warranty, the particular part had been recalled and redone. Sears repair wouldn't have done that. I ended up buying a Washer and Dryer from the local company. They came out and did the one "repair", (cleaned the pump) and even showed me how to do it for next time.
Again, she should check her drain line. It may have nothing to do with the actual washer but rather, the drain from the washer to her sink. I had similar symptoms, replacing the drain line solved them all. Its an easy swap but the smell from the old drain line is beyond disgusting.
The fact that the soap never dissolved makes me think it is a plumbing/water issue, and not a parts issue. Is it hooked up properly?
We have a Kitchen Aid which worked great for the first year, but then all of a sudden our dishes didn't get very clean. Since the machine went through all the cycles just fine, we called in a plumber who determined that there wasn't enough water getting into the machine when it was on. I don't remember if it was a clogged pipe hose or what, but a quick fix and our dishwasher works fine now.
Just a thought.
Use liquid detergent. KitchenAid dishwashers will not work well with powder. Even the hinges on mine will not close properly with powder detergent. Poor design.
My dishwasher has broken twice now in 5 years. KitchenAid uses a $12 nylon rope part to hold up the door of a $1000 dishwasher. Brilliant. Luckily, I figured out how to do the fix myself and the dishwasher still works while I'm waiting on the part to arrive. It's still annoying and unnecessary though.
My KitchenAid fridge has crappy-grade plastic inside that scratches easily and the stove is poorly designed too. Would not purchase their appliance products again.
@HIV 2 Elway Resurrected: Our old (16+) dishwasher was having similar issues two years ago when I opened the cover to the drain in the bottom of the dishwasher cavity and pulled out a corn cob holder, glass, an unidentifiable piece of metal, plastic bat confetti and lemon seeds. They were blocking the drain and keeping the water from recirculating properly. After that, it chugged along for another 1.5 years til I replaced with the shiny new sexy Bosch.
I'm in ur dishwasher, soilin ur dishes.
@ninepeoplesfavorite: my landlord's GE profile dishwasher is crap, and I want my Bosch back! However, the GE profile range, fridge, and microwave oven are great.
@ivealwaysgotmail10: because the cat has to earn his board and keep by licking clean the plates that the dishwasher can't clean
You can't go wrong with Bosch dishwashers. Top quality, stainless steel interiors, USA made, and they now make very affordable models without all the bells and whistles.
@ivealwaysgotmail10: My cat tries to get in the dishwasher every time I open it. Cats are compelled to investigate new places and things.
That certainly sucks, but I've had nothing but positive experiences with Kitchen-Aid warranty support.
@undefined: And do they eat anything in that household?
I spy lots of coffee cups and water glasses, but no dishes.
It's broken because there's a dern cat in it!!!!!!! Duh
I had a Sears Kenmore with extended warranty. It broke 3 x in one year but they would not replace it because each breakdown was different. WTF? The machine still sucked.
Our ancient (1980's) Kitchen Aid that came with our house had this problem. We bought those electrasol dish cubes and used lemishine (citric acid) crystals in the secondary soap dispenser. It helped quite a bit. We also cleaned out the drain and sump area. Ours had become clogged with debris and calcium water build up.
If this new one is computerized some new ones have a water pressure setting. If it gets set to the wrong water pressure setting it can make the unit work improperly.
Maybe that will get it working while waiting for Kitchen Aid to do the right thing.
I had to buy my dishwasher an engagement ring and it still complains alot!
I KID! KID!
After my last refrigerator repair, I've been budgeting for a new fridge. My model apparently typically has a circuit board fail between years 7 and 10, and I'm on year 8. The wife and I had been eyeing the features and supposed quality of the Kitchen-Aid brand (we have a brand new mixer from them and it serves as well as our friend's whose is 20 years old).
Looks like failures are met with exceptionally poor service. May have to reconsider that brand choice. With something as critical as a refrigerator, it's going to be important to get it replaced quickly, so I need a decision on hand that I can make with confidence.
Hopefully Consumerist will be able to follow the story to resolution.
As someone who has had to deal with KitchenAid/Maytag support I can sympathyze. Their Service contractor A&E is terrible. Here is what the OP needs to do:
1) File a BBB complaint against Whirlpool (the parent company of KitchenAid). They value their rating on BBB and will respond.
2) If you do not hear from Whirlpool in a week, contact their Executive Customer Care call 1-269-923-5000 and ask for "Monica Berry", and if you don't hear anything after a couple of phone calls, submit a second complaint to the BBB and you will get a guaranteed response.
I had a dishwasher that developed a leak and after replacing every component 3 times they finally stopped the leak, but had to use duct tape to secure the dishwasher together and I was able to get them to give me a new Dishwasher. Be prepared for a long fight, and whatever you do, DO NOT LET A&E FACTORY SERVICE TOUCH YOUR APPLIANCE!!!!!
I use my hands. Nothing beats that!
Funny you should mention that. Sub-Zero/Wolf don't make dishwasher, and on their ideas page recommend... drumbeat... kitchenaid.
It's not hard. Tell Whirlpool to send a new servicer out. If one servicer can't find the problem over eight months, and offers no help, you need a new servicer. No company wants to replace a unit, and it's not easy to convince them otherwise.
A good service tech can figure out what's up pretty fast. A dishwasher only has so many parts to replace that could act on this problem.
My first thought was a kink in the water supply line. Or that they are not using hot water ether because they don't run water in the sink immediately before starting the cycle or that it is hooked up to a cold water line. Also they should forget about using powder or tablets. The Gel works much better.
@floraposte: Stop feeding the cat and it will lick the dishes clean. Oh and the cat doesn't care for soap, that is why it isn't dissolving.
Hand-washing... never broken.
As someone in the kitchen business. You have No idea what your talking about. Kitchen Aid is a whirlpool brand, Whirlpool bought out Maytag. A Kitchen aid dishwasher is very similar to a Whirlpool, but worlds away from Maytag.
PS Subzero and Wolf are CRAP. And once your model is out of production there are no more spare parts, you have to by a new one.
Where did she buy the dishwasher ?
She needs to go back to the store she purchased the dishwasher from and have them get their Whirlpool/Kitchenaid rep involved.
The rep can bypass customer service and the warrenty departments and have a new dishwasher installed ASAP even if its been awhile since she purchased it.
Crap. I JUST spent a LOT of money on a KitchenAid washer. Hope there's a follow-up to this one! :(