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My friend just talked to Melissa at Jenn-Air. Melissa told my friend she had been with the company for ten years. She then told my friend that the tech who told my friend that a part was on national backorder was actually in the warehouse in stock. Who do you believe? Who is taking responsibility? Clearly not Melissa as far as taking responsibility. She told my friend that she should contact the technician and she should tell the technician that the part is in stock. Pass the buck Melissa? You should be a bit ashamed but your employer should be even more ashamed for not sending you back to training. This is not how you resolve an unhappy customer problem on one appliance let alone three of them.
More updates later.
Enough of my own words, here is the story from the owners of these appliances:
components to correct defects in materials or workmanship that existed when this major appliance was purchased: stainless steel tub
and inner door liner.
- Service calls to correct the installation of your major appliance, to instruct you how to use your major appliance, to replace or repair house fuses or to correct house wiring or plumbing.
- Service calls to repair or replace appliance light bulbs, air filters or water filters. Those consumable parts are excluded from warranty coverage.
- Repairs when your major appliance is used for other than normal, single-family household use.
- Damage resulting from accident, alteration, misuse, abuse, fire, flood, acts of God, improper installation, installation not in accordance with electrical or plumbing codes, or use of products not approved by Jenn-Air.
- Replacement parts or repair labor costs for units operated outside the United States or Canada.
- Pickup and delivery. This major appliance is designed to be repaired in the home.
- Repairs to part or systems resulting from unauthorized modifications made to the appliance.
- Expenses for travel and transportation for product service in remote locations.
- The removal and reinstallation of your appliance if it is installed in an inaccessible location or is not installed in accordance with published installation instructions.
- Replacement parts or repair labor costs when the major appliance is used in a country other than the country in which it was purchased.
@jennairUSA has blocked me on twitter. No problem though, simple matter to continue to distribute this post. What I do find interesting though and worth noting is that Jenn-Air is now #1. #1 as in the first. The first to block me on twitter rather than try to work with the customer through what ever method they may suggest to resolve the problem. Instead they just cut and run. EVERY other service or business I have contacted on twitter kept doing their best to provide customer service and kept in communication. I think this last action on their part says it all.
My friends are now working their warranty with their third party warranty provider even though things like the oven handle falling off the stove is clearly a manufacturing defect. Congratulations Jenn-air, you have earned the title of worst customer service on the Internet and on social media. If you want to change things feel free to contact me and re-open a dialogue.
As of August 2013, the offending dishwasher was replaced. The oven issues? I will check on that and post the update here when I get the info.
The Jenn-Air oven handle was fixed by the owner. The range hood still does not work properly. Jenn-Air did nothing to support the customer on either of those items.
The dishwasher was replaced by a Bosch dishwasher. The silverware rack on the top shelf is a very cool design departure from standard designs. It really gets silverware clean. It also has a salt dispenser to soften water so there are no water spots. Pretty impressive unit. As a side note, in my own case my two hand are my dishwasher but that Bosch unit at my friend's is pretty darn impressive.