I bought all kitchen aid products for our new home in 4/2005. The microwave oven combo model number KEHC309JSS05 interior glass shattered.
On 3/29/10 I was warming bread and when the microwave finished (ONE MINUTE) I opened the door …. I heard a pop and the glass shattered and poured through the vent.
I called Midway Appliances. Midway in turn told me to call Kitchen aid direct because Kitchen Aid will listen to their customers more than they will to the dealer ship! I called the Kitchen Aid service number 800-422-1230. I was not told of any trip charge. A&E factory service came out. The Tech name was Jesse. Thier number is 800-771-3029. This is a sub company servicing KitchenAid Appliances came out to assess the manufacturer defect on 3/30/10. I figured that Microwave door glass should never shatter and it is common sense that this is a manufacturer defect. Of course the manufacturer would take care of it. The appliance tech informed us that the product is no longer under warrantee and that KitchenAid is not held responsible. He called Kitchen Aid and of course they refused to stand by their product.
Worse the Technician Jesse said the repair would be $220 dollars. If I refused to repair the unit then his trip is 169 dollars. I told him that I did not agree to a trip fee. He said I was informed of this on the phone. I told him that I was not told of any trip fee because KitchenAid had called him out. He said it will be billed and it will go on my credit report!

Midway had shared that another KitchenAid owner of my unit had replaced her shattered door twice already over a 5 year period. I saw no purpose in replacing a glass to a microwave that showed a propensity to shattering the glass. My request for a new unit was denied. After researching the internet (microwave door shattered glass Kitchen Aid) I found numerous postings of this issue.
I am now faced with the following options:
1. Pay the trip fee of $170.00 dollars.
2. Or Repairing the current glass for $220 dollars.
And Buying an extended warrantee for three years for $387.92 Totaling 607.92 in order avoid further issues.
3. Or consider KitchenAid's "Customer Loyalty" offer of a 20% discount on a new appliance for $2857. Dollars!! And pay the warrantee of 387.92 Totaling $3244.92 plus Tax.
3. Or call Midway at 760-245-3731 to consider finding another appliance that will fit the custom made cabinets made for this microwave / oven combo! Totaling minimum $1000 for oven and $500 for microwave. Plus warrantees not yet figured out.
4. I am also having to protect my credit from an appliance repair company I did not hire!
5. Lessons learned check the terms of the technician before allowing them to look at the appliance. Don’t buy Microwave / Oven combinations when one breaks you lost both. Don’t build custom cabinets for said combinations because when they do fail you have to rebuild your cabinets to fit replacement appliances and DON’T BUY KITCHENAID/ WHIRLPOOL
FINAL DECISION BUY NEW SEPARATE APPLIANCES THAT I HAVE RESEARCHED FOR RELIABILITY RATHER THAN SINK MORE MONEY INTO WELL DOCUMENTED DEFECTIVE APPLIANCES.