Andies2, I'm so sorry to hear of your problems. I have a similar story, with several serious problems with my range. It can't seem to be fixed (after four service calls from American's recommended/American-trained service company in my area. The company has a good reputation, so I attribute it to the subpar quality of the parts. Parts were replaced for ignition, regulator, and valves, and I STILL have the same gas-leak and burners that light only sometimes.) I've had to waste hours upon hours of my time, not only in regard to a range that won't light half the time, but with all the research and documentation in pursuing this. The distributor was great at first (paid for the $600 service, even though the unit was a few months outside of the express warranty. Which was sort of above and beyond, but it can also be argued that it was well within the implied warranty. And a consumer product attorney and an advocacy group informed me that a gas since a gas leak is such a serious issue, it transcends warranty limitations.)
Anyway, the distributor is your only hope of customer service, as American (per my distributor rep) has no customer service department. But my distributor - Mode Distributing, which handles American for much of the Western part of the US - stopped responding to me in May. Their proposed next step, which was acceptable to me back then, was to send a tech up from the American Range factory to fix it once and for all. Except, two emails to the rep and two emails to the CEO (very polite, measured emails, by the way - not any kind of rant that would give them an excuse not to respond) went completely unanswered. I still can't fathom the blatant disregard there. I've researched and contacted attorneys and a consumer advocacy program with my regional ABC news affiliate. I haven't had to resort to the former yet, but the latter finally got some responses from the distributor (who ultimately just wasted more of my time), and a VP with American Range (and in all fairness, I don't think he knew anything about this until very recently. And he's been extremely helpful and responsive. But it shouldn't take a contact from the media/consumer advocacy group to get this kind of response.) American offered a replacement, not a buyback as I preferred. At this point an American Range represents so much frustration (mostly due to the horrible service and lack of follow-through on the distributor's part) that I hate the sight of it. But, everyone is somehow confident that this replacement will be magically flawless, so I'm going to accept it and because I've reached my limit as far as service call and the range not working when I need it (not to mention the gas leak), upon the first problem I've informed them that I'll expect immediate buyback at full retail price so I can buy something else. I figure that's fair, because they say "We’re sure your replacement will give you many years of trouble free cooking." So, no risk to them. (And of course, if they're not sure, they shouldn't be sending the replacement. Because I've wasted more than enough of my time.)
You'll find that there are some very happy owners (I understand; I was very pleased with my range the first 18 months or so), and some I'm sure will have no problems, but there are a LOT of people whose experiences are consistent with yours and mine. Check out my website (american-range dot come), with which I'm hoping to compile these experiences (I'd love to share yours), and document the outcome (good or bad) with my forthcoming replacement.