New Viking Microwave Problems

18 years ago

Hello,

Just thought I'd report in on the experience I'm having this week with my new Viking MW/Convection oven. I bought this oven because I got a smoking deal on it from a local dealer who was clearing the decks for more inventory. New in the box, and with the trim kit, I paid $800.00--which made it comparable the the Electrolux I had been looking at. It was "on sale, no returns" and had read the scary stories here of Viking customer service but decided to risk it anyway due to the price (I'm scary that way.) With all that said, it's a lot of money to spend...

soooo....

Imagine my chagrine when the day it was installed (yesterday) and the very first time we ran it, it was buzzing VERY LOUDLY. (I guess it's better to find a problem on day one of ownership rather than day one after the warranty expires? Just trying to look at the bright side.)

Looked up local authorized repair place on Vikings website and called them, only to find out they don't service Viking any longer...but very helpful to put me through to Hadco (major Viking distributor) for advice on a service company. Hadco was very nice on the phone and immediately referred me to a local company. Said company made an appointment for next morning. Repair guy called me a few hours before the appointment to quiz me on the phone about the troubles---and then suggested he knows the problem and will order the parts and call me this week to come over to take a look (saving two trips for him and me.) He's suspecting the magnatron, capacitor and diode--and figures he might have to replace all three, so why not be prepared? Seems to make sense to me.

In any case, I'm not happy with the fact it's not working--BUT so far, so good on the customer service. I'll report back on the actual repair and performance--which may or may not be a different story.

Thanks for listening...

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Comments (4)

moe_szyslak
18 years ago
Yeah that microwave is pretty much a Sharp R-930, which is what I believe the Wolf and Dacor convection microwaves are. I owned the Sharp model and used it for several years. Keep the waveguide cover clean (on the top of the interior) or it will arc like an SOB when you use the microwave.
alwaysfixin
18 years ago
Sorry for your troubles, but glad to learn you've had great customer service.

Have to say though, $800 seems a lot for a convection microwave and trim kit. Do you have other Viking appliances that you wanted to match? If you want the matching Viking look, then it's certainly worth the premium for the Viking name. But I believe what Moe Szyslak posted is correct; it's a re-badged Sharp R-930CS. That Sharp is selling on Etronics.com for $440, with the trim kit an additional $170. I am not trying to make you feel bad; I am posting in case someone else looking at Viking MW's is reading this thread, and does not need to match the MW to other Viking appliances in the kitchen.
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berf
Original Author
18 years ago
No-indeed not making me feel bad--it's information people should have. I actually knew it was manufactured by Sharp but in the glow of the overall remodel planning a few months ago--and in the context of the ghastly price the whole project cost, the difference of $200.00 didn't seem like a lot of money (diff. btw the sharp +trim kit and the purchase I made.)
Of course, I'd be an idiot if I didn't admit in retrospect that of course $200.00 is a lot of money simply for the "designer name." And I don't even have the excuse of matching appliances :) We'll see how things turn out--it may be turn out to be a very expensive lesson.

Oh--and thanks moe for the tip on the waveguide cover--good info.
Kindly,
B
berf
Original Author
17 years ago
I promised an update with regards to service. Hasn't been all roses but I'm cautiously optimistic. Parts were ordered and I called my local repairman once a week for three weeks to check on status (they had quoted two weeks as the usual time for parts orders). At week three I asked them to call Hadco and find out the estimated delivery time for the parts....
Hadco quoted a DECEMBER arrival!

I emailed Hadco's parts department and copied customer service. Won't bore you with the detailed contents of my email but within 24 hours I had a response and promise that my parts will be to my repairman direct from Viking on Tuesday. This is good news and I am pleasantly surprised at the responsiveness of Hadco. (although I wish it hadn't taken the extra email)

So...we'll see if it actually happens and if I'm truly repaired by the end of next week (just in time for Thanksgiving!)

Bottom line: it's taken longer to repair this "high" end micro/convection than it ever would have taken to simply exchange a "lower end" (same machine different name). If it all works out it'll probably be a distant memory with no hard feelings by next Thanksgiving. Hopefully won't be a perpetual lemon.