KitchenAid wouldn’t come to her Aid

Pat Trull e-mailed me as a last ditch effort to get KitchenAid (owned by Whirlpool) to honor its warranty. She purchased a KitchenAid side-by-sde fridge (with a fancy water and ice filter in the door.. those don’t come cheap)three years ago.

But that fancy smhmancy ice maker stopped working when a crack that started inside her freezer started slowly winding its way to the front of her fridge.
Take a look at the pictures.. not exactly what you want guests to see in the middle of your kitchen.

After a series of calls to KitchenAid, she learned from a technician that these cracks are a common problem with her particular make and model… BUT that the company would not cover the cost to make the repairs because it had changed its warranty from 5 years to 1 year!

Needless to say, when Pat called me.. I called KitchenAid. Today she sent this e-mail:

“I am happy to report that Monica an Executive Consultant from KitchenAid phoned today. She made arrangements for an independent service company (not their normal service company) to patch the cracked wall and was kind enough to also approve the ice maker repair. She told me they had made the decision to no longer warrantee that part because it caused no ‘operational problems’ but they would make an exception and repair mine because of course, my warrantee papers did include such a repair. The repair is scheduled for Sept 5th.

Thank you so much for your help. I know for sure this wouldn’t have happened without your intervention. I appreciate your extra efforts a great deal.”

Next time you’re having a problem getting a company to honor a warranty or contract, give me a call.

Until then, have a great weekend.. and try to stay dry!


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