Diamond Factory Service

Our Kitchen Aid dishwasher was efficiently repaired by Diamond. They (Ron) came as scheduled with the correct part… After the wrong diagnoses from Robinson whose service I would recommend to no one! The service person came and knew immediately the source of our problem. The entire Diamond staff was on top of every phone call assuring us the issue would be resolved. I see other negative comments for this company but our experience is totally satisfactory. Call Diamond for service and ask for Ron, courteous and efficient!

I knew I should have done more research before going with the service center that Kitchen-​Aid called to fix our dishwasher, now I am regretting it. First, I had to wait 5 days for appointment. Second, I paid $ 90 JUST TO GET HIM INSIDE MY PLACE! I’ve had my fair share of repairs done, the service fee is always waived or included in labor charges if they actually complete the job. I paid nearly $ 200 for a repairman to be at my house for 10 minutes (part cost $ 70). Terrible business model, I will never use them again — but sure they’ll be put out of business soon by someone who does it right. And to Kitchen-​Aid, shame on you for recommending a service like this to your customers — sure doesn’t look good on your part either.

Jenn-​Air arranged for this company to handle some broken electronics in my stove. Upon arranging the first «visit» Jenn-​Air promised Diamond Factory Service guy would come out with both of only 2 possible electronic parts required to service the stove so that the job could be completed on first trip. 3 visits from Diamond and 6 weeks later I still do not have a working stove. Every time, the repairman arrived with incorrect parts and every time it has been the same repairman! The level of incompetence here is absolutely stunning, especially given that Diamond is supposed to be the exclusive servicer of Jenn-​Air appliances. I have never experienced this level of incompetence in 40 years of dealing with appliances.

Called Whirlpool yesterday and setup an appointment with Diamond for 8am-​12pm today to repair my washer. I took today off and nobody showed. I called Diamond right after 12pm, and they said they must of had a «glitch» in their system when Whirlpool sent the appointment request over. What did Diamond (and Whirlpool) offer for my inconvenience and time… to come out next week! No thanks! Enjoy this 1 star rating as a token of my dissatisfaction with poor service. You are charged $ 90 just for them to come out and inspect your broken washer. Needless to say, horrible service. I will not purchase a Whirlpool appliance ever again and I highly recommend you get your appliances repaired anywhere else besides this lousy Diamond company.

Jenn-​air set up an appt for me with a repair man. After I told them exactly what was wrong they charged me $ 90 to come by and confirm that. They just told me what day they would show up and the guy called and gave me 20 min notice. We then had to go through the whole process again a week later to actually get it fixed. They ordered my parts and I paid them (triple what I could buy them online). 3 weeks later I called to ask where the parts were and I got no response and no call back. Finally after 5 weeks from the day I paid they said they were shipped out that morning and they could no honor my refund request. This is just a garbage business!

I will NEVER use Diamond Factory Service again. We have a 2 year old KitchenAid dishwasher. The sliding rack was off its track and required a new «rack adjuster». This part costs $ 18 online (wish I had known befor calling) and «snaps» onto the dish rack. The bill from Diamond was $ 219.00 for the repair to the $ 825 dishwasher ! I called to complain. Finally got an answer after 6 days of waiting… thats our price. I questioned their hourly labor rate… no answer other than its fixed for the job … this company is after one thing– a quick buck. They do not follow up as promised. Why KitchenAid allows them to rip off their customers is beyond me. Do your homework and look elsewhere.

I called Kitchen-​Aid for a repair to my dishwasher and was referred to Diamond Factory Service. I was given a window of 10 am-​1pm and no one ever showed or called. When I called they told me the technician was out today and that the soonest would be Saturday and I wouldn’t receive a time frame until Friday. I made arrangements to be home and this company didn’t have the courtesy to let me know that no one was coming out and now I will need to put everything on hold on a Saturday for them to come out. Not to mention, I will be without one of my appliances until then. I think this is extremely poor customer service would never use Diamond Factory Service again. I also plan to let Kitchen-​Aid know as well about this poor service provider.

I called the 800 number listed on my Jenn-​Air microware who referred me to Diamond Factory as being an authorized Jenn-​Air service technician. Long story short it took them 4 scheduled appointments and over 2 weeks to fix the control panel in the microwave.
The first appt they were able to diagnose the problem but the part had to be specially ordered. The second appointment was canceled an hour before the scheduled time because the wrong part was shipped. Apparantly the parts are shipped to the warehouse in Benton Harbor and then overnighted to the technicians homes the night before the scheduled appointment. I am assuming the extra shipping costs are passed on to the customer. The third appt the correct part was ordered but was defective. After several phone call to the office and speaking to Rachel, Rose, and Mo in the services dept, I was able to get them to confirm that the correct part was received and it was indeed working properly before I scheduled the fourth appt. Each time I spoke to one of these 3 women they acted like they didn’t know who I was or what I was talking about. I explained to them I wasn’t looking for them to reinvent the wheel I just wanted to make sure I didn’t need to take another unnecessary day off of work. They didn’t seem to care about my complaint at all and weren’t willing to waive either the $ 25 service call charge (discounted from $ 75 since they were also servicing my oven) or the $ 55 in labor charges. The office employees as well as the 2 technicians (Patrick and Anthony) all said the same thing. Diamond Factory could not be held accountable because it was the parts manufacturer’s fault and they had no control over what or how it was shipped.
In the end they were able to fix my microwave, but this was a very, very painful process. I wasn’t asking for much, just the same consideration as if I had canceld on them with only an hours notice. Each and every employee I spoke with gave me empty promises that my issue would be corrected and each and every time I had to call back to remind them of who I was and why I was calling.