Never tell consumers the cost for a technician
Complaint
Peter
Country: United States
I purchased a Microwave Over, Model: KBMS1454SBL-1. About a year and a half into the product the dashboard lights went out and stopped working. I went to the Kitchen Aid website and filled out their contact form in which they referenced I visit their service page. I filled everything out in on the service page. On that page it indicates the following: "If your appliance is not under warranty or covered by a service contract then the charge for the technician to come to your home will cover diagnosing the problem with the appliance, and a written estimate for the repair." To me that is vague. Does that mean that once the technician will do the repair then I will be charged? Oh and also how much will I be charged? Well here is what happened.
On March 23rd - 2013 I wait all day at home - wasting my time - waiting for this technician to come out.
A representative from a company called A&E Factory Service came. Looked at my unit and said oh the dashboard doesn't work - it will cost $250 to replace it. I said that is too much - Don't worry about it - I can order the part myself and do it myself as well. BUT it does not end here… He explains that now I have to pay him $129 for his "service". I exclaimed why? He said well that is what it costs! I was shocked. At no point did Kitchen Aid or A&E inform me of the cost for this service.
April 26th. I finally have time to call A&E and tell them I want a refund because no one at any point asked me if I wanted a service for $129 dollars. They explained that they would not give me a refund. I spend about 40 min on the phone with them and another 40 with Kitchen Aid - Each blaming each other or saying that I should have assumed that it would not be free. But if Kitchen Aid does not state the cost and the contractor A&E doesn't explain how much prior to how is that a fair practice?
My Service order number with A&E: 41128031
I will never buy a Kitchen Aid product again. A&E explained that it does happen sometimes and that I should ask Kitchen Aid management to do a conference call with A&E to get a refund. I call Kitchen Aid and they don't even consider the idea - they just say it's not our problem. Your product is out of warranty so it's not our problem… What a joke. A company that truly can give a rats [***] about it's products or customers! If I had wanted someone local to fix my problem like A&E and called them myself instead of doing the service through Kitchen Aid - A&E explains that they would have informed me prior to coming out but because I did it through Kitchen Aid then it's not their problem. They are only supposed to show up - diagnose - collect money and then leave…. Nice little partnership they got going! Screw the little guy and then waste his time and then try to overcharge for a part… Unbelievable! Never again! I will stick to brands that actually go out of their way and help their customers - whether a product is in warranty or not!
Never again!!
On March 23rd - 2013 I wait all day at home - wasting my time - waiting for this technician to come out.
A representative from a company called A&E Factory Service came. Looked at my unit and said oh the dashboard doesn't work - it will cost $250 to replace it. I said that is too much - Don't worry about it - I can order the part myself and do it myself as well. BUT it does not end here… He explains that now I have to pay him $129 for his "service". I exclaimed why? He said well that is what it costs! I was shocked. At no point did Kitchen Aid or A&E inform me of the cost for this service.
April 26th. I finally have time to call A&E and tell them I want a refund because no one at any point asked me if I wanted a service for $129 dollars. They explained that they would not give me a refund. I spend about 40 min on the phone with them and another 40 with Kitchen Aid - Each blaming each other or saying that I should have assumed that it would not be free. But if Kitchen Aid does not state the cost and the contractor A&E doesn't explain how much prior to how is that a fair practice?
My Service order number with A&E: 41128031
I will never buy a Kitchen Aid product again. A&E explained that it does happen sometimes and that I should ask Kitchen Aid management to do a conference call with A&E to get a refund. I call Kitchen Aid and they don't even consider the idea - they just say it's not our problem. Your product is out of warranty so it's not our problem… What a joke. A company that truly can give a rats [***] about it's products or customers! If I had wanted someone local to fix my problem like A&E and called them myself instead of doing the service through Kitchen Aid - A&E explains that they would have informed me prior to coming out but because I did it through Kitchen Aid then it's not their problem. They are only supposed to show up - diagnose - collect money and then leave…. Nice little partnership they got going! Screw the little guy and then waste his time and then try to overcharge for a part… Unbelievable! Never again! I will stick to brands that actually go out of their way and help their customers - whether a product is in warranty or not!
Never again!!
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