Good range......very poor service & expensive parts

I purchased an older version of this dual fuel range about 8 years ago and for about the first 6 years it performed adequately. Then a little more than 1 year ago, I had a problem with the spark module which provides the spark igniters on the gas range top.

I called a local service repair company and they came and changed the module which cost about $90. (first example of how expensive KitchenAid parts are) and it was working fine for about 14 months. In the meantime, I thought that I would purchase an extended service contract from KitchenAid in case anything else went wrong with the range. The total cost of the above repair was nearly $200. including the service call and labor charge.

So I called KitchenAid and purchased an extended service contract for $99. for 1-year. That was in September, 2004. It is now the middle of January, 2005 and I still have not yet received a copy of the contract in the mail. I have made 5 phone calls to KitchenAid inquiring about the contract and spoke to 5 different people. The first 4 representatives (including a service manager) told me that there is a backlog getting these contracts mailed and that I should be receiving it soon. The last call I made was to the service department and the woman there told me that I was not in the system and she would update her computer and it would take 4-6 weeks to receive the contract. Since the contract was ordered and paid for in September and I will be receiving the contract in February (if I'm lucky), that means that I will have waited 5 months to get a service contract delivered after paying for it. KitchenAid prides itself and touts to the public how great their service is........HELLO!!!!!

Another problem I encountered with KitchenAid occurred about 3 years ago. The little rubber grommets on the bottom of the range top grates were wearing out and coming loose from the grates. I called KitchenAid to order replacement grommets for the grates and was told that they are not available as parts. I was told that I would have to order an entire new set of grates at a cost of more than $200.
I couldn't even order just one grate, but had to purchase the entire set. Is there something wrong with this picture?
In order to get a dozen or so 1/4" rubber grommets which probably cost about 10 cents to make, I had to order an entire set of new grates at a cost of more than $200.
I don't understand why KitchenAid does not make this part available especially when they must realize that it is a part that will eventually wear out or become loose. Could it be that they would rather sell you $200. worth of replacement parts than $2. worth? Draw your own conclusion.

The range that I purchased about 8 years ago cost appprox. $1400. The newer versions of the same dual fuel ranges cost about $5,000. My recommendation to the reader is to shop very carefully before investing that kind of money. Check other brands and research what kind of service is provided and check out what replacement parts are available if needed down the road. It is one thing for a company to have very expensive replacement parts, but inexcusable for them to limit the parts that are available in order to sell you more expensive items.

Except for the above problems (which I would not minimize because they are indicative of a company's policies and service), the range has worked fine for 8 years. Having a dual fuel range provides the optimum cooking performance. Gas range tops and electric ovens are the best way to utilize a range for speed and consistency in cooking. I recommend dual fuel models for anyone.......just not KitchenAid.