Joanne C from Oakville

I called the 1-800 number the previous owners of this house were given to request a technician to replace the igniters on my KitchenAid gas cooktop. I also explained that the stovetop was likely installed around Sept 10 1998 based on a test tag found under the cooktop. I thought with new igniters the stovetop would be good for many more years. On the phone I gave the model and serial numbers so the technician would bring the correct igniters to install. The technician came, had to use my laptop to search for the igniter part he did not bring. He learned that parts are not made for this model of cooktop anymore. He said other parts would probably need replacing in the near future. He suggested I would have to buy a new cooktop and billed me $100 for the service call. I did not get the repair service I expected. I knew the igniters were the problem so I did not need a repeat diagnosis, I needed the repair. I asked Whirlpool for reimbursement of the $100 for the 8 minute visit because not only did the technician come without the part, he learned at the visit that parts were not made for my model. Apparently by not checking before he came to my house there was no intention to repair my cooktop that day. I called Whirlpool to express my dismay and spoke to a service rep and then a supervisor name Elissa (sp?). I felt that Whirlpool should have called me back to cancel the repair technician visit when they realized they could not access parts. In a nutshell they said sorry but the technician came to my house so I have to pay. It did not seem to matter to them that he could not do the repair because parts are not made. The important thing to them is that he showed up. They agreed to reimburse me only if I bought one of their cooktops, Jennair or KitchenAid brands. I think the visit was unfair and will not be buying Whirlpool brands in the future nor will I call this company for repair service in the future. Beware if you do choose to deal with this repair company. Ask to speak to their parts department to ensure parts exist. Ask if the technician will be bringing the parts needed for your appliance. Again, I knew what was wrong with my appliance and did not need a diagnostic visit.