u/Helium-notes

Whirlpool Gas Range, Gas, Carbon Monoxide, model WFG320M0M, refusal to repair by Whirlpool's contractor = Diamond Factory Services

Writing about the experience I have had with a Whirlpool gas range, model WFG320M0MS0. (Note that the last two letters are variable and indicate the finish, like stainless steel.)

Three problems:

• The stove emitted dangerous levels of CO and a gas smell.
• The warranty technicians that Whirlpool sent, Diamond Factory Services, repeatedly told me that there is no problem. "You're not smelling gas." They dismissed CO measurements made by the gas company.
• The Whirlpools Safety Department deferred to Diamond Factory Services, insisting that their only remedy was to send Diamond Factory Services again.

I can also attest that we did a "burn off" to purge any smells from oil in the oven that is left from the manufacturing process.

Please note that I'm in the Chicago area. There is another seller in the area called Abt. Abt does their own service, and they have a good reputation. If you buy from anywhere else, Whirlpool will send Diamond Factory Services.

Technical Details:

1. Gas emitted from the oven, measured by the gas company. I reported 169 ppm of CO, although my video shows a peak of 234 ppm CO.
2. Whirlpool's contractor for warranty repairs, Diamond Factory Services, on three occasions refused to inspect and repair the appliance. On two occasions, the repairman made an effort and did not repair it. Once, they didn't even keep the appointment, even though the Whirlpool Safety Department had made it. They told me that the technician had already determined there was nothing wrong with the appliance.
3. Whirlpool eventually replaced one stove and for the other, gave me a refund for the list price only. This did not cover my delivery and installation costs.

I had an independent technician inspect the appliance. In 20 minutes, he found that what he called a "manufacturing defect." I was disappointed that he could not repair it. I'm not qualified to describe all the details, but his finding was consistent with my observations: gas escaping and incomplete combustion in the oven. He also said that the appliance was dangerous.

This model is recommended by Wirecutter, but I had three that didn't work. I returned the first stove to Lowes within one day because a burner did not light. Lowes replaced it immediately. Not that the policy for Lowes is a return within 24 hours. After that, you have to deal with the manufacturer, Whirlpool. I never tested the oven on the first stove. The second stove emitted a gas smell and CO, which were measured by NICOR gas. The third stove had this same problem.

Lessons:

• If you buy from a big box store, you will have to deal with the manufacturer for warranty repairs. In the Chicago area, maybe elsewhere, this means that Whirlpools exclusively sends Diamond Factory Services. As a warning, I have heard that some other (Korean) companies can be even worse. Do your research. Better yet, buy from a store that will do its own warranty service.
• If you do have problems . . . I got nowhere until I started documenting. If you smell gas, call the gas company and take photo or video of their gas meter readings. Send written complaints and descriptions to Whirlpool. Until I did this, Whirlpool would only send back Diamond Factory Services.
• Some things I didn't do, but probably should have: Record the service calls on video and audio. Ask for a written report documenting the service call—what they did, what they say they determined. Send these, especially the gas company readings, to Whirlpool before you call them, and have them read the letter and view the images while you are on the phone.

For even more detail, here are excerpts from my letters to the Whirlpool Safety Department.

FIRST LETTER

February 26, 2026

Attention Whirlpool Customer Service:

I am writing concerning a Whirlpool gas range that I have purchased.

Model Number WFG320M0MS0

Serial Number XXXX

I am experiencing a strong gas smell from the oven upon starting the oven. I have made three

service appointments, spoken to the Whirlpool service department twice and to the Whirlpool

safety department at four times, and to Diamond Factory Service on the phone once. Diamond

Factory Service has provided two service visits and refused without notice to attend the third

service appointment made by the Whirlpool safety department.

This gas range is emitting dangerous levels of carbon monoxide and natural gas. This

assessment was made by Nicor Gas, my natural gas provider. They inspected the stove using

a gas meter on February 25, 2025. The service tag that Nicor left behind is included at the end

of this letter.

This letter is a demand for removal of the range from my home and reimbursement for

the purchase price.

I do not wish to deal with Diamond Factory service any further. Diamond Factory Service failed

to repair the gas range in three service appointments.

In the first service appointment, the technician replaced a part. In the second appointment, the

same technician insisted that there is nothing wrong with the gas range. Diamond Factory

service did not appear for the third appointment, which was made by the Whirlpool safety

department. They stood me up.

To provide more details, during the first visit, the technician from Diamond Factory Service

worked inside the oven and reported that he replaced a part. In the second visit, he insisted

that there is no gas smell. He said, “You are not smelling gas. You are smelling metal.” I

disagreed. He told me to tell Whirlpool to send another service vendor, other than Diamond, “to

get a second opinion.” The Whirlpool safety department refused to do this, saying it is not

possible. The technician was incorrect about the gas range. During this visit, he did not start

the oven. He did not use his meter to check the exhaust coming from oven vent.

Another service call is scheduled for March 3, 2026. I am requesting that the gas range be

removed as soon as possible and I be compensated for the purchase price. A receipt showing

the amount is included at the end of this letter.

I again note the assessment and service tag from Nicor gas, my natural gas provider. The tag

reports that upon startup of the oven, high readings for natural gas and carbon monoxide are

found at the vent. The Nicor tech started the oven and used a meter.

This establishes that what I am smelling is natural gas. The gas range is emitting natural gas

and carbon monoxide. The Diamond Factory Service technician is incorrect, and Diamond

Factory Service is incorrect to insist upon non-action based on their technician’s erroneous

assessment.

Additionally, I wish to complain that in my call to the Whirlpool safety department on February

24th, Robin initially took the side of Diamond Factory Service and suggested that I should

perform a “burn off.” This was inappropriate and unsafe. Robin did try to have a technician

from Abt to schedule a service call, but she was unable to do so.

I called and spoke to Robin because Diamond Factory Service had failed to appear for the

appointment scheduled for me by Jay on February 19th. I have the email that scheduled the

appointment. It was highly unprofessional for Whirlpool and Diamond Factory Service to

defacto cancel an appointment with me without informing me.

It is also a point of dissatisfaction that the safety department at Whirlpool, according to their

own account (both Jay and Robin) are unable to send a different technician or a company

different than Diamond Factory Service.

The negative experience I have had is rooted not only in the misjudgment of one technician,

but even more so in the insistence by Diamond Factory Service and in one case by the

Whirlpool safety department that this particular technician is correct.

Please also note that this is the second gas range of the same model that I have had since I

purchased it in November 2025. The first gas range did not function properly. One of the

burners on the range did not light. I returned this gas range to the seller, Lowes home center.

While you should be concerned about the warranty, you should also be concerned, as a matter

of Customer eXperience, that I have received two defective gas ranges. Including the service

appointments, you have had five (5) opportunities to deliver a working gas range, and

Whirlpool has not done this. Additionally, the treatment I have received from Diamond Factory

Service and from your safety department should concern you. These experiences have left me

very dissatisfied with Whirlpool.

SECOND LETTER

April 9, 2026

Attention Whirlpool Safety Department:

I am writing concerning a Whirlpool gas range that Whirlpool delivered to me on March 21, 2026. This gas range is a replacement for a gas range of the same model that the Whirlpool Safety Department had determined needed to be replaced.

Model Number WFG320M0MS0

Serial Number XXXX

Case # XXXX

I am experiencing a strong gas smell from the oven upon starting the oven. Nicor Gas, my natural gas utility, came to my home and measured natural gas and carbon monoxide being emitted from the oven vent at dangerous levels. They tagged the gas range as unsafe to use. You can see details and numerical values in my emails on March 25th.

I had several calls with the Whirlpool Safety Department. As a result, the Whirlpool Safety Department scheduled an appointment for service with Diamond Factory Services for April 6th.

The technician from Diamond Factory Services came to my house but refused to inspect or attempt to repair the gas range. I continue to have a dangerous gas range in my home.

Here are the details of the technician’s visit.

• Technician identified himself as Ricardo.

• Ricardo did not examine the appliance.

• Ricardo had a meter with him in its cardboard packaging. He never removed the meter from its cardboard box.

• I described the problem, including the high gas and carbon monoxide readings measured by Nicor.

• As soon as I said that the problem occurs after starting the oven, Ricardo declared that there is no problem. He said that I am only smelling normal ignition fumes.

• I told him the Nicor readings for natural gas and carbon monoxide. His reply was “Nicor always finds something.”

• I asked what level of carbon monoxide is acceptable. He said, “I don’t have a number.”

• I encouraged him to take readings with the gas meter he had in a cardboard box (the original packaging for the meter). I said, “You have a meter right there.” He said, “I know what it is.” He never opened the box or used the meter.• Ricardo called the Whirlpool engineering department and spoke with them for several minutes. He did not communicate my concerns to them. When I urged him to do so, he said, “Let me do my job.”

• At the end of the call, he gave me a number: XXXXX and told me to give it to Whirlpool customer service.

• I requested that Ricardo review his findings with me on a video, so that I could ask questions and document his answers for you in the Whirlpool Safety Department. He refused to put answers to my questions on the record and left abruptly. I have video documentation of this interaction.

I will repeat here for the record: the Diamond Factory Services technician did not inspect the gas range or its connections.

He declared that there is no problem and made a report to Whirlpool without inspecting or servicing the appliance.

The next day, on April 9th, I hired a local appliance company to inspect the gas range. The technician used a meter and inspected the oven thoroughly. He found that a part of the appliance, the tube feeding natural gas into the oven burner, is not positioned properly. A gap exists that allows natural gas to escape outside the normal flow path. He called this the “flute pipe,” although the nomenclature is not important. I have attached photos showing the part he identified, and the gap. The improper position of this pipe is a manufacturing defect.

This letter is a demand for the following from Whirlpool:

1. Replacement of the gas range appliance with a working model, one not potentially manufactured at the same time my current gas range. Note that this defective gas range is the third defective gas range that I have received, all model WFG320M0M0S0.

2. No up-charge for substitution of a working gas range of a different model.

3. Reimbursement for the $95 fee for the service call by the local appliance company. I have a receipt available.

I also require an answer in writing from Whirlpool in 10 days or less, by April 20th. If I do not receive a reply or the described remedy, I will consider Whirlpool uncooperative.

Attached photos:

1. Meter hazard readings-replacement_stove.png Photo of Nicor Gas meter carbon monoxide reading

2.  Gas Meter in Box.JPG Photo of Ricardo’s unopened gas meter box

3. Case XXXX stove defect photo 1.jpg Photo 2 of flute pipe showing location on the back of the appliance

4. Case 22343525 stove defect photo 2.jpg Partial zoom-in on the defect area

5. Case 22343525 stove defect photo 3.jpg Detail photo showing the improperly positioned pipe