Viking 36" Refrigerator (model #VCRB364RSS)

by Jeanne
(Illinois)

When remodeling our kitchen in 2008, we chose the Viking all-refrigerator and all-freezer as the centerpiece of our project, despite the negative reviews I had read on the performance of Viking refrigeration products.

The refrigerator has been a constant source of aggravation. Just a day or two after installation, the refrigerator ceased cooling.

After a number of service calls (6 or 7, I believe) and several attempts to resolve the issue, it was determined that the compressor needed to be replaced. Given the number of repairs on what was a brand-new, high-dollar appliance, I insisted on a new refrigerator rather than another repair.

The representative from the Viking-authorized repair service tried to corner me into stating on record that I refused service, and likened the refrigerator to a "high-performance car" that often needs fine tuning to getting running properly. I reminded him of the lemon laws that apply to cars that never run properly, and I got my new refrigerator.

Fast forward to summer 2010. The refrigerator door is no longer swinging shut; without a firm shove, it closes far enough to prevent the alarm from going off, but not enough to keep the refrigerated air in. A number of times we found that the temperature in the refrigerator had fallen low enough that we needed to discard perishables.

An authorized Viking repair shop was called. They indicated that the repair would not be covered under warranty, because we were beyond the two year initial warranty period.

I had to press for the third year of warranty service accorded to consumers who use a factory authorized installer. Several phone calls and 6 weeks later, the parts were all in and another repairman came to finalize the repairs.

In HIS opinion, however, the parts were not needed and a minor adjustment would solve the problem. Three months later, we are again having the same problem. This time it is neither a minor adjustment nor the parts ordered by the first repairman, but pieces related to the spring closure. Those have been on order for two weeks now.

I find it unbelievably aggravating that three people each have a different opinion as to the source of the problem, and that the parts each needs to carryout his solution are so difficult to come by. I have to question what constitutes "Viking Authorized Service."

Calls directly to Viking are equally unsatisfactory. It is clear to me that they are totally unconcerned with the consumer's post-purchase experience.