Eve Townsend sent a message to Fred Carl that said:
To whom this may concern
Subject, Totally upset and disgusted with 13 years of the Viking Product ELECTRIC DOUBLE OVEN (Headache)
My name is Eve Townsend, 1515 Barnswallow Drive, Bensalem PA 19020, Phone# 215 245 4108; Cell# 215 828 9236
I am sure if you check my records you will see the on going problems we have had with your Electric Double Oven (purchased back in 2006), I have already been advised by Pamela, your Customer Service Rep, very lovely but doing her job well by advising me there is NOTHING Viking will do at this point. WELL, this is the 2nd time in the 13 years that I have had only 1 working Oven. Not acceptable with an oven I spent over $4000 for feeling assured that this was a top shelf oven used and recommended by many of the greatest chefs. I have had a Caloric Oven for 25 years that basically was no problem at all, have friends who purchased Kitchen Aid, GE Profile, Wolf (another high end but one that stands by their product and their reputation), no problems or if they did, the company dealt with the problem to the customers satisfaction and not nearly as many issues that my husband and I have faced with VIKING, Our first concern was the Oven Doors, (Seals around the glass came loose and both had to be replaced) they were replaced but were not Stainless Steel but Dirt Steel; then we had an issue with the top Oven Heating Element, your Customer Service Dept was horrible, waited for the part for about 6 weeks only to be told they had the incorrect part, then the Repairman sarcastically stated to me in a laughing manner that I would prob. have to wait another 6 weeks) well after that horrible incident was finally taken care of, a couple years later, 2013, ready to prepare for a Thanksgiving Feast and the upper oven was not working again; had to use the bottom oven only, when the repair man came to give me an estimate he advised me the element was installed incorrectly and was a fire hazard, needless to say I was furious and frustrated so I send you a letter in writing as I am doing right now (when your Customer Svc heard the story I did receive a call and Viking took care of this issue $800 repair which was totally taken care of by your Company as they should have and so I thought the problem was resolved; Thanksigiving of 2018 my bottom oven Self Cleaning was not working (still is not working) and then this year the top oven once again (which I thought was taken care of since the last time this problem happened in 2013), (heating element) is broken and of no use, had to make a Thanksgiving dinner for 25 guests with my one working oven that technically is not 100 % as the Self Cleaning does not work
Honestly, at this point, I do not want to hear NOTHING CAN BE DONE, truth is we did purchase a Lemon, my request is the Upper Oven Element replaced and fixed once and for all, Installed properly also my self cleaning (bottom Oven) to be replaced or fixed. Honestly, I should have been issued a new oven back in 2013 the first time I was limited to one working oven but now told NOTHING WILL BE DONE (again unacceptable) Please show me that you will stand by your product name and reputation and take care of this issue once and for all at no expense to my husband and I.
If my requests are not met, I will take this further, I am disgusted enough to get Action News involved with this story. I loved Viking and I loved this oven. Please prove to me that we made the right choice and can continue to praise your product not question our selection.
Regards
Eve Townsend
(there were 3 emails back and forth, finally I sent a letter to Kevin Brown) no response to date, however I did rec. a reply for the first 2 emails. I can send Entire responses upon your request
