Beware of DCS!!!!
I am writing this review to help spare others what we are going through right now. We bought a DCS grill seven years ago and the customer service was amazing. We love the grill and the customer service experiences we had during that purchase led us to purchase the DCS 48in gas cooktop with grill and griddle. I wish we had realized they have been bought by another company! Our NEW cooktop we paid around $3800.00 for came to use with missing parts and a drip try that was installed so poorly it would not open. The tray alignment is off and it bent the frame. We called DCS immediately expecting the same amazing customer service we had gotten several years ago and were stunned at their reaction which was basically "too bad". They refused to replace the cooktop and were of no help at all. We went as far up the chain as possible with nothing but the same run around. They insisted that we get it serviced - OUR BRAND NEW $3800.00 COOKTOP - serviced! They would not even consider helping us until we had a service company come out and try to fix our new appliance. They said that the service company would have to deem it irreparable before they would "try to resolve it" - not replace it. The servicemen worked on the drip tray and although it now pulls out it has to be forced. They are ordering the missing parts from DCS and those should be in sometime after Christmas. When you purchase an appliance that costs that much and claims to be a high-end product you expect the customer service to match their claims. This cooktop should have been replaced immediately and we cannot believe the hoops we are having to go through. Furthermore we are afraid of the issues we may have to face in the future. What else is wrong with this thing - how did it get damaged - is the quality control so poor that they marked parts as included yet they weren't? Did they actually inspect this cooktop before it left their warehouse? We are so angry and are trying to work through the process but I am strongly urging you to choose something else!!!More detail ...
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