In late December 2007 I bought a 30" gas cook-top from Jenn Air in Canada. After opening it in early January I noticed that the burner caps were missing. Without these, you can't use the cook-top at all so I decided to call Jenn Air customer service to find out if I could get the missing parts. I found out that since I didn't call Jenn Air about the missing parts within 7 days of getting the cook-top, I would have to pay for the missing parts (love this unadvertised policy, pay for something you should have gotten in the first place). Anyways, I wasn't going to fight the policy since I just wanted to get the parts and forget about the whole thing. But this was going to be a long night...
Week 1:
I told Jenn Air parts service my model number JGC1430ADB, unfortunately they told me it doesn't exist in their database and kept telling me that I must be reading the model number incorrectly. After checking it 5 times for them I think they got the idea that I wasn't illiterate and they took the model number. I asked, how can something not be in your database if you sell it. They told me it could be a new product that didn't get imported into their support database. They told me that they will have to get in touch with engineering and will call me back in a couple of business days. Fine I thought, I can survive and eat out for a couple more days...
Week 2:
Called back again Jenn Air parts service to check on them, they were still in business (check). I told them my cook-top story again since they don't log any calls for parts support. I guess the invention of a customer database has not reached this company. Any how, I was told again the cook-top model I have is not in the database and they can't help me until they get in touch with Engineering for schematic info about my cook-top. I tried to get a call back date for an update but the service person would not commit to anything....love the service already.
Since I wasn't getting anywhere with the parts department, I decided to get in-touch with the Customer Experience department at Jenn-Air to see if they could help me out. Told them my story again from the beginning, they confirmed they don't have my cook-top in the database and also they said they are not responsible for parts. Fine, so I asked "who can help me? do you understand I can't cook at home?"...I guess they felt sorry and said they will try to find out the part numbers I need and call me back.
Week 3:
I get a call back from Jenn Air customer experience and they say they have the part numbers of the burner caps I need to order. I thought I won the lottery!! So I told them to just order the parts and I'm paying right now. If it was only that easy, they told me I have to call the parts department and order the parts. Fine, at least I have something concrete for those hardworking people in the parts department. I give them a call and tell my story all over again and give them the my model number and part numbers. "Sorry sir, your model doesn't exists (no shit I know that) and those parts are not in our database, therefore we can't order them for you" Ahhhhhhhhhhhhh!!! how hard can this be I'm thinking. I get the same old answer, they have to get in touch with the engineering department to find out about my model. I start thinking what else I can do, I ask the person about Jenn Air dealerships in my area. Got a couple business names, maybe they stock the burner caps and I don't have to go through Jenn Air at all...
Week 4:
Called Jenn Air parts again, to the point told them I need this to get resolved. The person tells the same old thing and asks me to fax in my invoice that has the model number. I'm starting to think that I will never get to use my cook-top...but I still want to take the dealership opportunity.
Called a dealership for Jenn Air, they tell me that since the Whirlpool takeover of Jenn Air part orders take 3-4 weeks if you're lucky. They ask about my model number and they say since it sounds like a American model I should call Jenn Air support in the US. I did that, it's the same support as the one in Canada.
I'm starting to think that walking into a store and convincing them to sell me the burner caps off a floor model is the only option I have left. To be continued....
PS. Don't buy Jenn Air, Service SUCKS!!!!
