Dear Sir or Ma’am,
Please forgive me for not addressing you by your name, but nobody will tell me what it is or how to contact you. In this letter, I will demonstrate that this lack of response is a common occurrence with the KitchenAid company. I am writing to make you aware of the deplorable customer service I am receiving as a result of owning a still-under-warranty malfunctioning dishwasher.
About a year ago, my husband and I made the decision that when we needed to replace a new tool or appliance, we would purchase the highest quality one that we could afford. We were tired of “saving” money by buying lesser quality items. And so, instead of purchasing an inferior product, we now wait until we are able to replace the item with something that will last.
Hence, we purchased KitchenAid’s best non-commercial dishwasher, the stainless steel KitchenAid Superba, model # 4KUDS01FLSS. We used it for two months until the clean light began blinking and stopped cycling through.
Eight services calls later have yielded the following:
- A new thermostat
- A new computer board
- A new heating element
- Countless hours of waiting for service people, one of whom did not show up until 7 p.m. and didn’t bother to call
- And a final service man that told me, “Lady, you got yourself a lemon.” On his service report, he wrote that our dishwasher was too far from our sink. It is right next to it.
Many hours on the phone have yielded nothing but frustration, as the customer service personal aren’t allowed to authorize anything beyond another service call. The solution to my problem? Yes, they want to send a ninth service person out.
I kicked, screamed, and wailed until customer service finally turned over my case to a supervisor. Being nice only yielded another service call, which are always two weeks away. This shouldn’t be; you should respond to pleasant customers. While I insisted that a supervisor call me that day to let me know that someone had my case, it took Jolletta the whole week to get back to me. This isn’t good business.
Furthermore, while Jolletta promised weeks later to replace the dishwasher, she informed me that the service department was 10 days behind and that I would have to wait until they contacted me. I was reasonable. I waited and washed.
Sir or ma’am, it is a month later with no contact, no phone calls, and no nice men in uniforms installing a new dishwasher for me. She says that it is “out of her hands.” Can you tell me whose hands my dishwasher is in?
I am five-months pregnant with our fifth baby. While it is not your problem that I have many dishes to wash and meals to cook, it is your responsibility to uphold your end of the bargain—that is, to provide me with a working dishwasher in exchange for the money I paid to your company.
Pay up or deliver. Four months is long enough.