In May of we purchased the Viking Professional Series appliances for our kitchen. The appliances are tauted by the company as being durable and long lasting. The company speaks of how these appliances are chosen by selective buyers who purchase higher dollar homes - expecting more out of their appliances.
I will focus on the problem we have had with the dishwasher. Our dishwasher (model DFUD042) recently stopped working. We called the authorized Viking repair company (SunWest) and they gave us the name of another authorized company, because they were at least two weeks out to service our appliance. Unlike the Maytag man, these appliances are apparently keeping repairmen very busy.
I ended up calling a local company (Accredited Appliance in Phoenix). The technician came out and diagnoised the problem as a leaking circulation pump. He quoted me $600.00 plus just for the parts to fix it. He said it was probably just a seal, however, we would need to purchase the entire pump. He told me very few people repair Vikings that he deals with because of the cost.
After checking my owners manual, I would find this part was under warranty. I would only need to pay the labor. Another prolem existed with the dishwasher as the dishwasher cycle/on off would not work. I called Viking and explained the problem. This part was not under warranty and would cost $500.00 plus to replace.
I explained to Cynthia that the Tech who came out explained the continuos running of the heater because of the water on the bottom of the unit could have fried the computer that operates the unit. After she speaks with a supervisor, she tells me if I can link the failure of the computer to the malfunctoion of another part they would cover it.
I then have an authorized Viking warranty company (Desert Tech) come to my home. Desert Tech charged $90.00 for their diagnostic fee and the first one cost me $70.00. Both techs were very honest and up front with the problems they see with Viking appliances and the cost to repair them.
The Desert Tech employee checks the machine and tells me a diverter valve is bad and he can not test the circulation pump because the machine will not operate. He then tells me and shows me how the diverter valve shorted out and destroyed the computer. The computer worked fine until the bottom of the unit flooded. So it made perfect sense that something caused the computer to fail.
I called Viking and spoke with Cynthia again, on 9-8-11. This whole mess went on for two weeks. I tell Cynthia that an authorized Viking tech confirmed a faulty part fried the computer board. Cynthia says they will not cover it. Had she told me this during our original conversations, I would never have spent an additional $90.00 on a diagnostic fee.
I asked to speak to her supervisor. After a twenty minute wait on the phone, I get the same response from Bonnie Benge. Great customer service to keep someone on hold who is already upset with the company.
Bottom line, this four year old appliance that is supposedly built to last needed over $1,000 in repairs. More expensive than many stainless steal dishwashers available on the market. Only the circulation pump would have been covered under warranty and not the labor to install it. After having this issue, I checked the consumer reports on the Internet and checked with neighbors who have purchased Viking.
It is the same story, poor customer service, expensive to repair and not built to last. We will never purchase another Viking product and highly recommend everyone due their due dilligence on the Internet prior to plopping down thousands of dollars on these appliances.
Fully understand, repair cost may exceed the cost of many products on the market that look as nice, work better and cost significantly less to repair or replace.
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