Refrigerator cooling system failed on Saturday, April 9th. Contacted Jennair on April 11th and then contacted their recommended service techs in my area, ASI. Service techs diagnosed problems and ordered parts on April 13th. Repairs began on April 19th. Wrong condenser. 42 inch condenser in box marked 48 inch. Reorder part. Service tech comes back on April 22nd. Again, wrong condenser shipped by Jennair. Right box, 48 inch box with 42 inch condenser inside. Reorder again. Right part finally arrived on April 27th and repair completed.
Spoke with Jennair customer service daily during outage. They have known about this issue, wrong size part in 48 inch box since 2015, and did not correct. Just kept shipping out wrong item to customers and parts providers.
Jennair customer service was supposed to phone me when correct part was located. Finally phoned on May 4th, one week after repair completed. Said their system allows their Special Team 5 business days to respond.
Jennair uses SAP warehouse and materials management modules. Jennair knows where all repair parts are located in their warehouses and parts providers throughout the USA. Jennair acknowledged this, but would not make a phone call to have someone pull the part and open the box to check if correct. Just ship the part and sort it out at receiving end. ASI finally located the right part by phoning someone and having them verify prior to shipping.
Jennair customer service rep said they would check with a Manager about compensation due to Refig being out so long due to Jennair warehouse errors. Was a lie. When I inquired today, Jennair customer service rep said no record of any request, and after being on hold for 5 minutes - Nope! Can't do it!
Will never buy a Jennair or Whirlpool company product again.
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