Software
Houzz Logo Print
adam_lipson

Viking Awful Customer Service

5 months ago

I have been a loyal Viking devotee for years, purchasing more than 25 of their appliances over the years. However, my recent experience with Middleby Residential/Viking support has been an absolute masterclass in technical incompetence and poor customer service.

The Issue: My refrigerator (Serial No. 090418R10052727) has failed five times for the exact same issue. Each time, I hired Viking-authorized technicians. Each time, those technicians called Viking Level 2 Support. And each time, Viking's own "experts" advised that the defrost terminator was the culprit and insisted it be replaced.

The Failure:
Despite my repeated concerns that a recurring failure pointed to a deeper systemic issue, Viking's support team doubled down on the wrong diagnosis. After five expensive repairs at my own expense, it turns out Viking Support was completely wrong. The defrost terminator was being fried by a defective circuit board--a diagnosis their "Master Technicians" missed five times over.

The Result:

Five repair bills for the same "fix" that never worked.

Zero accountability from Middleby/Viking for their bungled phone support.

A "premium" brand that refuses to stand behind its authorized repair path.

Viking is actively pushing away their most loyal brand ambassadors. I am currently renovating a kitchen in Miami and, for the first time in my life, I am quoting Sub-Zero/Cove instead. If you expect expert support to match the premium price tag, look elsewhere. Viking is no longer the gold standard.

#VikingRange #MiddlebyResidential #ConsumerAlert #PoorService #KitchenRenovation

Comments (10)

  • 5 months ago

    My brother, who was in the appliance business, gave me a list of brands to avoid, some so called ”high end”. This was several years ago when remodeling my kitchen. I wish I still had that list.

  • 5 months ago

    With minor cosmetic and interior differences, the 36" French Door Viking 3 Series RVFFR336SS ($4260) appears to be the same as the Blomberg BRFD2230XSS2 ($2800). The Bluestar BFB361 ($4600) is also the same.

    Blomberg is often an OEM for brands that want to offer a full line of appliances but don't want to manufacture them.

    Adam Lipson thanked wdccruise
  • 5 months ago

    Viking has completely lost their Mojo! I don't know what happened to them?


  • 5 months ago

    I recall warnings about Viking products and service here 25 years ago!

  • 5 months ago

    I feel your pain. I had a Whirlpool refrigerator that had the same recurring problem for 3 years. It would feeze up iin the refrigerator section and stop cooling. It was looked at 6 times. They tried after the 1 year warranty had expired to tell me that I would have to pay for repairs. I insisted that it was THEIR problem to deal with and not mine. Finally, after almost every part possible had been replaced, they offered me a new refrigerator at the discounted cost of $900. I told them that was not going to happen, becaus I knew darn well that covered the cost of the refrigerator for them as the manufacturer and they weren't doing me any favors. They told me that no other customers had had this problem. I finally asked for an address for corporate, which they gave me. I got online and printed up an extensive list of complaints by other customers with the same issue and mailed it in, along with a letter of complaint, a copy of my repair visits, and the threat of a class action suit. Within a week, I got a phone call from corporate telling me that they would be sending me a new refrigerator free of charge. When the delivery men walked through my door to pick up my old refrigerator they looked at me and said "Freezing up?" I said yes. They then proceeded to tell me they had replaced at least 100 of the same refrigerators in my area of SW Florida alone. So much for no one having the same issues!

  • PRO
    5 months ago

    IMO I never think SZ but at least in Miami you should get prompt service . I have never been able jusify the cost.

  • 5 months ago

    11 year old SZ french door bottom freezer here. Love it. No issues. WELL worth the cost IMO.

  • PRO
    5 months ago

    I had a Viking gas range for years not one issue but I would never have bought a fridge from a company that makes gas ranges two very different skill sets IMO. I had Fridgadaire all fridge. all freezers columns with builit in kit for 18 yrs not one issue that was that companys forte not gas ranges .This is why I never buy all appliances from one maker , there is no one who makes all well

  • PRO
    5 months ago

    This is good information to know.