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Help! Did Wolf abandon me?

post #1 of 3
Thread Starter 

Sorry, I’m brand new to this forum, but I’ve got a BIG problem!  I absolutely love my Wolf!  I bought my house in 1998 and if the Wolf wasn’t part of the deal, then there was no deal (smile).  Any-who, in 2003 I paid a ‘certified’ service company to come out and rebuild the entire stove.  The stove was originally built in 1986, and is built like a Sherman tank!   To try and make a long story a little shorter (hopefully), my service Tech (tonight) told me Wolf has abandoned me.  Here is the email I sent to Wolf tonight –


I have a 4 burner w/grill range built in 1986 with an igniter module that has died.  In 2003 I had the module replace by an authorized service company - module cost $123.  I had the same service company come out now, but they have told me (1) you (Wolf) no longer support pre-2000 models, (2) you have no repair parts available, and (3) you cannot provide wiring specs for pre-2000 ranges...basically you have abandoned all pre-2000 residential stoves.  I love my Wolf and would buy another, but need a little time to save the money to get one considering this is the end of the year when all the expenses come due (property taxes, etc.).  However, finding out you have totally walked away from any form of support for your pre-2000 models causes me a great concern of even thinking about buying another Wolf.   The Tech said he talked to you (Wolf) and you recommended a 3rd party for the part, he said he contacted them and was told they only sell retail (no discounts to authorized dealers or service companies) (module would be $312 plus shipping) with no guarantees that it would work and no returns.  This alternative is playing Russian roulette - if the first module doesn't work, buy another module and keep your fingers crossed or buy a third, etc.


So my question is - is the Tech trying to rip-me-off or have you really abandoned all your pre-2000 stove owners and everything he has told me is the truth?


My question to you folks on this forum is – Has any one heard about this, and has Wolf abandoned their older stoves?  HELP!  Granted, nothing lasts forever – and I have to be nearing the death of my stove.  But heck – (with the pre 2000 announcement from the Tech) I expect a stove to last more than 10 years!  A 1986 stove isn’t hi-tech (the reason I love it).  According to the Tech, Wolf considers my stove more commercial than residential.  My baby is a dream – you can literally pull every part out of it to clean (burners, vents, etc.),  all edges are welded, it’s all open burners, only electronics are the igniters – I’m gonna hate to give it a RIP.  Plus ‘cause of the electronic igniter death no oven.  Call me an ol’ fart, but gone are the days when you could stick a match in the oven to light it (sigh).


Plus the Tech told me there were lawsuits with LG and Wolf for creating monopolies on the part business for their stoves. 


So am I being ‘played’ by the Tech (authorized or not – even though he is from an authorized service company), and has Wolf abandoned their pre-2000 customers?  If this is true, then beware Wolf owners.  I (personally) will be looking for a company that supports their product beyond 10 years on my next range– I don’t care what their rating is on JD Edwards – a 10 yr obsolescence is not acceptable (based on the Tech's reported Wolf’s 2000 cut-off date) – a ‘stove/range’ shouldn’t be considered hi-tech (minus the electonics and bells-and whistles they are introducing now). 


Please! – someone tell me this is a ‘rip-off’ by the Tech!  I love my Wolf and it appears my only alternative stoves right now are BlueStar and Capital (sigh)….I love open burners.


HELP!!!!!  (Plus sorry for being so long winded on my first post (sigh))  I'm just so 'knocked out' by the info the Tech gave me tonight, and need some help, info or suggestions right now.


Plus, THANKS! in advance for any info, advice or suggestions any of you can provide (and putting up with my long winded story).  Currently I'm down $150 for the Tech to come out, look at the stove, and say 'Yup, your igniter module has died' (BIG sigh and DUH!) that's what I told you when I made the service call!).

post #2 of 3
Thread Starter 


I got on the phone this AM to Wolf and here's what I found out:


1. I called the 800 number on their website, and the call was quickly picked up. I related my horror story from last night. I was told their stoves are now made by the Wolf Residential division, and all pre-2000 stoves were made by another division (my guess the commercial side of the house). The Residential division does not provide parts or support to the pre-2000 stoves. BUT, the individual provided me the phone number to the other division (YIPPEE!)


2. The other division is a company(?) called ADCO. Waited a long time on the phone for someone to pick up - but it was worth it. Related my tale of woe again, and the person was a little shocked. Bottomline, Wolf can still provide parts and support for the older stoves. I didn't have the module or model numbers, but from my description of the stove he searched his computer and said the part (retail) would be $172.40 + shipping. He explained sometimes the repair company will jack the price of the parts to make them look like heros and Wolf look like the bad guy (sure sounds like my story). He then asked where I lived - searched his database for folks that had supply agreements with them and gave me the names of other repair companies to call.


I called one of the companies he recommended, and they are now scheduled to come out Fri. - I've got my fingers crossed! The other BIG surprise is the 'new' repair company's intial service call is half the price of the one that was here and gave me all the doom and gloom.


3. Wolf responded to my email this afternoon. I hate to make this another really long post, but for those interested here is their response (I'm omitting the sales pitch for the 'dream kitchen', and site rules may delete the company name and phone number):


I am so sorry for the confusion, but we would be happy to clarify this for you! Sub-Zero purchased Wolf Range in 1997, and Wolf Appliance, Inc. was formed. For the Wolf Range products that were manufactured prior to 1997, there is a coordinating agency responsible for residential service and parts requests. You can reach ADCO at (877)388-5226 for service and parts requests.


 We do not have access to the specifications or parts for these ranges, or we would be happy to get this taken care of for you. We would recommend contacting ADCO to resolve this.


We do offer parts and support for all models after 1997, and are known for our excellent Customer Service.


What have I learned so far? Folks that run ads in the phone book saying they are certified Wolf repair companies - may not be. Folks that are looking for repairs on older stoves should call the 'old' division and get the name of the repair companies they regularly supply parts for in their area.


So THANK YOU Wolf for continuing to give me that 'warm fuzzy' that I'm not forgotten and abandoned.

post #3 of 3

I'm glad to hear things worked out.  Yes, the repairman was selling you on how HE could fix your problem and charge you an arm and a leg without it being his fault.  He almost got you.  Good job on getting an alternate estimate.

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