KitchenAid / refrigerator repair

United States Review updated:

This is how you lose customers. Just letting you know in the vain hope that at some point American companies will care about customer service.

In January the cooling system of our 9 year old Kitchenaid refrigerator failed. Your authorized service company in this area, Potomac MD, is called VIA. VIA charged us $120 for a service call to tell us what we already knew, said the labor to fix it would cost $500. They returned a couple days later, installed the new parts which were covered by Kitchenaid's warranty. When I noted that $500 seemed an awfully high labor charge for 1.5 hours of work, they agreed to reduce the charge to $375.

At the end of April we returned to find that the cooling system had failed again. Kitchenaid Service again referred us to VIA, which again charged us $120 to tell us that the cooling system had failed. They told us that while the parts were still under warranty, their labor is covered by warranty for only 30 days and that the labor charge to re-do the repair that had failed would be $550. We protested that it was reasonable to assume that their repair in January had not been done properly, rather than assuming that the new parts were defective, and asked VIA to perform the repair again at no cost to us. After reviewing the matter, they refused.

As a result, we have bought a new, non-Whirlpool, refrigerator and won't be looking to buy any more Whirlpool products for a while.

May 28, 2019
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  • Ma
      Jun 12, 2019

    We apologize for any frustrations that you have experienced with your KitchenAid® Refrigerator. We regret to hear that we have lost favor with you. We wish you the best with your new Refrigerator.

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