KitchenAid Doesn't Care That Your Oven Won't Turn Off

Chris writes that he spent $1,700 on a KitchenAid brand stove four years ago, and that stove now has a problem that the company isn’t interested in fixing. The off button for the oven doesn’t work. Chris correctly thinks that this is a safety issue, but there are no authorized repair technicians willing to travel to where he lives. KitchenAid representatives promised to help…but now the warranty has expired, and now the company offers no help at all.

I bought a stove over 4 years ago for my house. The stove costs over 1700 dollars brand new. Within 2 years I had the off button stop working on the stove. On this stove the off button shuts down the oven. However now that it doesn’t shut off I think it is a safety issue.

I tried contacting the company via email and phone on more than a dozen occasions. They referred me to local authorized repairmen but no one would come to the house. After I brought this up in emails to the customer service people at Kitchen aid they replied that they would help me but so far nothing. A short internet search on this particular and previous model stove it replaced showed this to be a common problem with Kitchen Aid brushing off other people with the same problem.

Repeated emails and calls to CS has resulted in nothing because now they say it is out of warranty even though it was in the warranty period when it happened. It used to be said that Kitchen aid made a quality product but now that has changed. Their non existent customer service is also reason enough not to buy from them again. I thought this might be helpful to all the others out there.

For smaller kitchen tools, KitchenAid has made a few appearances in “Above and Beyond” posts here at Consumerist. However, here are some other venues to try when regular customer service is useless.

KitchenAid has a very responsive Twitter presence, which might provide some help. KitchenAid is a division of Whirlpool, so the executive customer service information for Whirlpool that we published in a post earlier this year may also be helpful.

Comments

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  1. tungstencoil says:

    I was just going to reaffirm… for small appliances (I have one of their legendary/popular mixers), they’re phenomenal. It’s a shame this maybe isn’t extending to other divisions or product lines.

  2. Extended-Warranty says:

    Since you don’t plan on buying from KitchenAid again, which company do you think will fix a 4 year old stove at no cost?

    • sth9669 says:

      I don’t think the OP said anything about expecting it to be fixed for free, I think (s)he just wants it to be fixed under the warranty and/or fixed at all. It sounds like they’re basically just brushing this under the rug, and frankly, I’d be really pissed about it too.

      I mean how do they turn off the oven? Flip the breaker for the kitchen when they’re done baking?

    • not-gonna-tell-ya says:

      Either it’s early and I’m missing your /sarc tag, or you are just an a-hole. RTFA comes to mind here. The OP clearly stated that the stove was IN WARRANTY when he reported the issue, thus it should be fixed for free. The fact that the company neglected to repair the stove under a warranty repair is the issue

      • Nisun says:

        +1

      • DanRydell says:

        Why are we only hearing about it two years after it started happening? Kind of late now.

      • sleze69 says:

        “RTFA comes to mind here. The OP clearly stated that the stove was IN WARRANTY when he reported the issue”

        “FTA – Repeated emails and calls to CS has resulted in nothing because now they say it is out of warranty even though it was in the warranty period when it happened. “

        Sounds like he actually reported it 2 years after the problem first started. Thus warranty voided. Comprehend TFA comes to mind.

      • jaredwilliams says:

        The warranty HAS EXPIRED. Kitchenaid also doesn’t offer anything above a one year warranty. After that manufacturers warranty expires it goes to a major company that is a third party such as Warrantech or NSI.

        Kitchenaid is not obligated to fix, for free, anything out of it’s one year P&L limited manufacturers warranty.

        Asshole

  3. Chmeeee says:

    I’m confused. It stopped working within 2 years of purchase. You purchased it 4 years ago. Has your stove been on for 2 years straight? Your gas bill must be nice.

    • Beeker26 says:

      I’m confused by this too, as well as the part about not being able to get someone to come out and repair it. What kind of appliance repair company *doesn’t* want to, um, come out and repair appliances?

      • Nisun says:

        Yea, I feel like we might be “missing” something but maybe she just lives in a remote area?

      • BBBB says:

        “What kind of appliance repair company *doesn’t* want to, um, come out and repair appliances?…”

        Warranty service is paid at VERY low rates (usually a flat rate that does not include pay for travel or extra time due to difficult situations like stuck parts or awkward locations). The service company only does it if they cannot keep busy with paying customers or if they feel that the listing as an authorized repair center will bring in enough paying business to make up for the low rates paid by the manufacturer. [Also, warranty repair centers have assigned territories and they might not want to do a service call outside that territory and can use it as an excuse.]

        A friend gave up doing warranty service for electronics because he was paid about one quarter his usual rate and they took many months to pay and were just as slow to replace any parts used.
        Now he does warranty service only for items he sold and covers the cost himself as marketing to keep customers happy. He only sells stuff with good reliability so he rarely has to repair anything for free.

    • mjconsumer says:

      Likely the temperature controls still work.

    • kc2idf says:

      Gas valve . . .

      Circuit breaker . . .

      C’mon, it took me all of a second to think of how to make the oven turn off in the face of a control failure. These things are there for a reason.

  4. pot_roast says:

    How much does a new Off button cost?

    • Donathius says:

      We just got a new KitchenAid gas range and it’s not what you’d call a “physical” button. It’s more like a key on a keyboard that sends a signal to the appliance’s brain.

  5. jesirose says:

    So the stove has been on for two years?

    Go on Craigslist and find someone who fixes appliances (I know a guy who does, even), and have someone come unhook the damn thing!

  6. Griking says:

    What is their posted warranty period for your stove and what are the repair terms? Does the warranty state that they would send someone to your home or does it state that you need to carry the stove into a local service center?

  7. zibby says:

    KitchenAid ranges are just wonderful! Not. I bought one a couple years back and it breaks every time I try to use the self-cleaning feature – this is apparently somewhat common. They’ve been good about replacing the fuse or whatever for nothing, but I still have an oven that essentially has no ability to self-clean. Not what I paid for.

    • Erika'sPowerMinute says:

      Not that it’s ok that your unit (ha ha) is broken, but I had an experienced repairman tell me the other day never to use the self-clean cycle anyway–the extremely high heat (over 600 degrees) absolutely cooks the control panel. He said he’s constantly replacing those. Cheap Chinese crap.

    • Macgyver says:

      This doesn’t make sense.
      He have been using the stove 2 years after it happened, and he just now calling them. So how does he shut his stove off?
      It doesn’t matter if it was still in warranty when it broke, it goes according to when you called them.
      And then they give referred him to an authorized repairmen, and no one would come to his house to fix it, that sounds like that has to do with the repairmen, and not Kitchen Aid.
      Something just doesn’t add up.

    • SubPrimeLender says:

      Self clean on ovens is a gimmick , even if they work – they are pushing dangerous fumes into your house. Ask anyone with a bird , the self clean feature will kill them.

      • zibby says:

        Sad part is that it did work ONCE and did a great job. As for the fumes, I just ventilate like with any fumes – or would, if the thing worked. No bird, so no problem there.

    • jaredwilliams says:

      Self-clean functions don’t work correctly on any stove at all. Either way you still have to clean something in there after the fact, such as the ashes etc…

      And the problem with self-clean is it puts a tremendous amount of stress on the electronics in the stove. Reason being is the highest temperature your stove gets to normally is 500 for broiling.

      Self-clean is 1000 degrees or more. 90% percent of the time we get a service call at my store on a stove it’s because someone self-cleaned and now something doesn’t work.

      Stop being lazy and clean it by hand, it will save you a lot of money and time trying to buy a new stove and co-ordinating delivery. Cleaning it by hand is much more effective anyhow.

  8. Buddha says:

    Something doesn’t seem right about this post. It started happening 2 years ago and you called them about it 2 years later?

  9. phil says:

    This is a well-known problem with their membrane-style keypads. Sadly, it doesn’t appear they plan to update or redesign the part.

    However – if you’re up for the DIY approach – it doesn’t appear to be a very difficult repair:

    http://appliancejunk.com/forums/index.php?topic=1794.0

  10. Why is this on Consumerist? says:

    $1700 for a stove? That’s insane. What features do you get for that, other than the whole “not shutting off” thing?

    • GearheadGeek says:

      $1700 for a stove isn’t even beginning to scratch the surface of the “expensive stove” category. It’s certainly not “cheap” but when you get into more chi-chi names like Wolf, Viking and Blue Star you can get up into used-car or new-motorcycle price territory in a hurry.

      • wolf3345us says:

        I got a Jenn Aire stove with gas cooktop and electric convection oven for $500. It was a floor model but never used. People gotta learn how to save money.

  11. jvanbrecht says:

    I have a KA gas stove.. I would be curious to know which model the OP has, since so far, the stove we have has been absolutely awesome and works flawlessly, and my wife bakes delicious cupcakes in it atleast once or twice a week….

  12. jpdanzig says:

    Another formerly fine brand craps out. The number of complaints about KA ovens is legion over at ConsumerAffairs.com. There are even numerous complaints about the famous stand mixers, which apparently dribble more oil than the BP Horizon. Very sad…

  13. econobiker says:

    “They referred me to local authorized repairmen but no one would come to the house.”

    Why? Where do they live- the Alaskan outback?

  14. Macgyver says:

    This doesn’t make sense.
    He have been using the stove 2 years after it happened, and he just now calling them. So how does he shut his stove off?
    It doesn’t matter if it was still in warranty when it broke, it goes according to when you called them.
    And then they give referred him to an authorized repairmen, and no one would come to his house to fix it, that sounds like that has to do with the repairmen, and not Kitchen Aid.
    Something just doesn’t add up.

  15. dush says:

    Awesome! Now I know to never buy Kitchenaid crap.

  16. ThunderRoad says:

    File a lawsuit with the amount box listed as “to be filled in later after my house explodes”.

  17. sliverworm says:

    $1700 is kinda crazy for a stove IMO..

  18. Emperor Norton I says:

    Just put a new name plate on it.
    Call it an AGA.
    They are designed to never turn off the oven!
    Now you have a $7600 stove!

  19. JDAC says:

    My apartment has a bunch of KA appliances, and they’re very hit and miss. For example:

    The microwave has a bewildering array of features, but steam gets into the door and causes the touchpad to go mental and beep like a chart-friendly rave “choon”.

    The dishwasher doesn’t melt the plastic on those cascade complete capsules and the flatware never cleans up well.

    And the (electric) oven is still kicking out fumes during regular use.

    Sure looks nice though…

  20. Caffinehog says:

    Small claims suit. Magnuson-moss warranty act. It should cost you roughly $60 to get a new stove.

  21. Mclick says:

    Call a friend, load up the stove up and take it to a repair shop.

  22. jaredwilliams says:

    4 year old stove was actually made by Kitchenaid. Since then Whirlpool bought out Maytag, Amana, Jenn-air and Kitchenaid. Whirlpool hasn’t been so responsive to inheriting the large amount of recalls under the old Maytag Corps crappy designs. Pretty much every year Maytag dishwashers have been recalled for fires. Their fridges and stoves as well have had problems, and Maytag/Amana laundry was HORRIBLE. That’s what put them out of business in the first place.

    So if you want to urge people not to buy Kitchenaid then don’t buy any of those other companies.

    Every appliance manufacturer does one thing better than another, Kitchenaid is very well rated in dishwashers, Amana in fridges, Whirlpool in laundry, Maytag in nothing still haha. Jenn-air sucks altogether.

    At any rate, this is a common problem, believe it or not, in any stoves. Not just Kitchenaid but Frigidaire had this problem last year and had to release a new product line early to offer replacements. Just feel lucky yours didn’t burn your house down like many Frigidaire stoves did.

    • Raanne says:

      Whirlpool has owned kitchen aid for a while. I interviewed with them (whirlpool) for a job just out of college (8 years ago) and they gave me a kitchen aid hand mixer as a gift for coming out there…

  23. sopmodm14 says:

    wow, stalling to warranty expiration

    if you were willing to purchase that product with the expectation that it conforms to safety standards and self-transported/had delivered

    i’d start a class action lawsuit or somethng if they continue to be unresponsive

  24. EcPercy says:

    Device is out of warranty… I have a hard time believing that a repair technician would turn down work.

    Let me help you out: http://www.repairclinic.com/

    You can look up the stove by the model number and brand and locate the part you need. Then you buy that part. Wait about 2-3 days for the part to arrive and then replace it yourself. Even if the part costs $150-$250… so what! You already got four years out of the stove.

    If it was me. I would buy the part it needs and call it a day. No need to go after the manufacturer because it really sounds like you knew it had an issue and just put it off until the last minute and in turn they put you off until the warranty had fully expired.