The Brick Transglobal / Kitchen Aid — poor service!
I purchased 10,000.00 worth of kitchen appliances form The Brick in August 2006. The wall oven I purchased had a manufacturers defect, where everytime the self-clean feature is used the oven won't work afterwards. Kitchen aid has admitted that this is a manufacturers defect and told me on the phone that the oven is no longer made. In approx 7 months I have been without the use of my oven for approx 6 weeks in total, waiting for repair men, waiting for parts to be ordered, waiting for parts to be installed, etc. Each time the oven has broken down I have requested an evening or weekend service call, as I am not prepared to take more time off work and lose money to accommodate them. Each time they have told me that I can take a daytime appt or nothing at all. Each time I have had to take time off work, lost a whole days pay, and not been compensated by anyone for this. They have refused to replace the oven, they have refused to fix the manufacturers defect once and for all, they have told me that everytime I use the self clean feature this will continue to happen, so I have two choices, clean my own and be prepared to live without the use of my oven for approx 3 weeks afterwards, waiting for it to be repaired again, or never clean my oven. I purchased a 5 year warranty on this oven. The brick contracts their service to a company called Transglobal. Transglobal told me they are just a service company and if I have any problems I need to talk to the brick, I called the brick, they said, we're just the store, you have to talk to transglobal service. I am being given the runaround, I have an oven that will never work properly, unless I am prepared to never clean it, and the brick has taken my money and wiped their hands of responsibility. Isn't it illegal for a company to take your money, sell you a defective product, under warranty, and refuse to repair it once and for all or replace it? Kitchen aid says they know there was a problem with the self clean feature on these ovens, they stopped making them, but that they did not sell me the oven so they are not responsible. I have done a lot of research online, printed out piles of articles from other people who've experienced the same problem with these ovens, and have not gotten any satisfaction from the store where they purchased it, or from the warranty company, or from kitchen aid. How the hell can these people get away with this... where does a customer go for resolution to something like this. These companies are operating worse than the mafia and they're getting away with it.