It started last January. My dishwasher took it upon itself to open before it was finished washing. That's a symptom that the door latch needed replacing. So I called KitchenAid to schedule a repair, even though the dishwasher was no longer under warranty.
The repairman came out, replaced the latch, and couldn't get the door to close. So he kept slamming the door until he broke the door. At this point, I told the repairman that I'd had it. He replaced the new latch with the old one, I paid him for the service call, he left, and I went out to look for a new dishwasher, taking a stack of dishes with me.
I went to a few appliance stores, getting quotes and determining that my dishes would only fit in a KitchenAid dishwasher. Oh, if only Bosch didn't have such teeny tiny spaces between the tines.
I also filled out a survey that KitchenAid had emailed to me, in which I stated how dissatisfied I was with the non-repair.
DH and I had decided on a dishwasher and were just about to contact one of the salespeople we had spoken to when we got a phone call from KitchenAid Customer Service. They were willing to sell us a new dishwasher for 50% of what we had been quoted by the dealer. It would take one or two weeks for delivery. I figured I could wash dishes by hand for one or two weeks, so I said yes to their offer.
One week passed, so I called the service number to speak to the rep and ask how my order was coming along. Well, it had been snowing in the Midwest, as you doubtless remember, and shipments were delayed. Okay, that seemed like a reasonable excuse, so I waited a week and called again. BTW, whenever I left a message requesting a call back, I never got one. The only way I was able to find out the status of my order was to initiate the call.
This week's excuse was that the product arrived damaged and had to be sent back. Well, of course I didn't want a damaged dishwasher, so I had to wait another one to two weeks for my new dishwasher.
Now I had been without a dishwasher for a month and a half. This time when I called Customer Service I was told that the dishwasher hadn't been damaged; it had been discontinued. But they would send me a better dishwasher for the same price as the discontinued model. That sounded good, so I agreed to the deal.
I called a week later to find out the status of my order and learned that the dishwasher was on back order, but the order should be filled on March 6, which was two months after I had placed my initial order. I called on March 6 to find out what was happening. Nothing was happening. I called a week later and was told that my order was in and that it would be installed by an appliance dealer, not the one that had bungled the initial repair.
I hadn't heard from the appliance dealer, so a few days later, I called the dealer and discovered that they had told KitchenAid that they would not do the installation and they had refused delivery of the dishwasher. KitchenAid Customer Service had known that the dealer had refused to do the installation when they told me that this dealer would be installing the dishwasher.
At this point I was beginning to get angry. I called Customer Service and was told that because the dealer had refused delivery, the dishwasher was on reorder and that someone would call me back before the end of the day with details on when and who would be installing my dishwasher. I was hoping that it would be installed that week because I had a whole slew of house guests arriving later that week.
Of course, no one called back, that day or ever.
On March 21 I called once again. This time I had the name of another appliance service and a date to expect the installation. It would be March 25 or 26. That, of course was after my guests had left. Thankfully, they did help with the dishes while they were here. But they also dirtied more dishes and pots and pans, too.
The dishwasher finally arrived. Today, March 27. It's installed. I ran the first load of dishes. The dishwasher is so quiet, that I didn't think it was working until I put my ear close to the dishwasher. The dishes came out sparkling clean, too.
Finally, the story has a happy ending.
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hhireno
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