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Kenmore Elite Series Products are Junk
Posted by RAM ROD on 01/09/2010
My wife and I purchased all new Kenmore elite kitchen appliances two years ago. since day one we have had nothing but trouble with the appliances. this includes refrigerator, range top, range vent, microwave, and dishwasher. the dishwasher was the first thing to go bad. from the second it was plugged in, it did not work. it appeared Sears had sold us a demo dishwasher as a new one. the mother board was defective and it was delivered with the power cord attached. the problem with this is the fact new ones do not come with a power cord, and are intended to be hard wired. when confronted, they quickly replaced it. after being replaced, it wasn't long before, you guessed it, this one broke down and again I was running the gauntlet with Sears to get it repaired. not long after this the refrigerator stopped functioning properly. luckily, it was under warranty and I did not have to pay the 800.00 dollar bill. soon after this, the main heating element in the oven simply burned into two pieces. it was like pulling teeth to get this fixed. after extensive calling, Sears came around to getting it fixed. again, this was under warranty. it doesn't stop here. now my appliances are out of warranty and everything is falling apart. the oven door hinge has fallen off and the oven is displaying an F10 code. the company will do nothing to help and this problem will require a 2-4 hundred dollar fix. it gets better, the range vent is electronic and submerges and emerges from behind the range once turned on. when one pushes the button to turn it on, it comes on and goes up and down continuously, and not working at all of course. in case you are wondering or considering buying Kenmore elite products, consider this. my wife and I are older, we do not have children at home, are seldom home to use the appliances and are particular about caring for our belongings. to cap this situation off, Kenmore corporation as well as Sears will do nothing to help in this, and could care less. beware, Kenmore is junk and is the worst of the worst in appliances. Sears is the distributor, who seems to accept and emulate kenmores schister like business practice.

     
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Posted by Inat on 2010-01-09:
that's odd. I too have an entire suite of Kenmore Elite appliances - range, cooktop, three door fridge, dishwasher, microwave and vent. We absolutely love ours three years later - only brand that would surpass theses are jenn-air
Posted by Venice09 on 2010-01-09:
I've had the opposite experience with my Kenmore appliances, but I avoid electronics as much as possible. I have found with all brands that it's better to stick with the basic, inexpensive models. There's less to break, and they seem to last longer and require less repairs than the fancy ones. And if they do break after the warranty expires, I don't mind paying for repairs or just replacing the appliance knowing that I didn't spend a fortune in the first place.

I realize you're unhappy with these Kenmore appliances, but that doesn't necessarily mean another brand will be any better. I do agree, however, that Sears should provide good customer service, but that doesn't mean fixing or replacing appliances after the warranty has expired. For that you will need to purchase an extended warranty.

Take my advice and next time skip the bells and whistles, especially if your appliances aren't used that often. I think you will find that the basic models are adequate for your needs and will cost a lost less in the long run.
Posted by GenuineNerd on 2010-01-09:
I agree about the inexpensive "basic" models lasting longer than those with "bells and whistles", such as touch controls and computerized programming. Those models with simple knob controls, electric coils (as opposed to smooth-top), etc. tend to be more reliable...and repairs would be cheaper, since those knob controls were most likely in production for years, and used on many different models. And in the latest (February 2010) Consumer Reports, there was an article about washers...including frequency-of-repair records. Among top-loading machines, Estate and Roper (both low-end Whirlpool brands) were on top of the reliability scale.
Posted by TM on 2011-07-06:
We also bought kenmore elite products for our house remodel. Fridge, oven, stove, wall oven, microwave. After two years and little use, all but the wall oven work fine. The wall oven stopped working, we called sears who sold and shipped us a board behind the touch pad, two hundred and twenty dollars. This didnt fix the problem, then sears told us it was the touch pad front, seven hundred dollars. We asked for a ra number to sent the first piece back, we were then told that they want a re-stocking fee of 20%, then told they wouldn't take it back at all because it was an eloctronic piece. We were told we could return this piece if it didn't work originally. We aske to speak to a manager and we were told that its too bad we didn't get the ext warranty. WE WILL NEVER BUY FROM SEARS AGAIN. crap appliances, poor service,
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Sears Kenmore Stove Door Danger
Posted by Johiki2 on 03/26/2009
Bought a Sears Kenmore Stainless Steel Stove two years ago. Love it at first but than the handle to the door came off and surprise the whole door fell apart. Front panel, glass shield and inside panel. Put handle back on but it continually came off finally had to replace handle with bolts and nuts to keep it held on together. But now have no handle on stove.
     
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Posted by Anonymous on 2009-03-26:
It sounds like a safety issue. Did you check to see if there is any kind of recall on the door assembly?
Posted by Anonymous on 2009-03-26:
This could be a safety issue.When I was a service manager for a local Maytag Home Appliance center we saw in the newer models the same problem.I had one customer call and yell at me because her door fell onto her foot.
If you can't get the handle on,have a technician (not Sears/A&E service) come out to check it out for you
Posted by airboomerang on 2009-06-20:
We have had the same problem with out kenmore stove model # 79096002601. We bought it two years ago, and the sears people had to remove the handle to get it through our kitchen door and when the put it back on, they didn't get one of the screws tight and ever since it just keeps coming loose all the time. It finally just got stripped inside the white handle, so I went to home depot and bought some sheet metal screws just 1/2" longer than the ones it came with and tightened up the loose one with that. Plastic parts are so cheaply made these days!!!!!
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Elite Kenmore Refrigerator
Posted by Ygal on 11/03/2009
Please wait while we find an agent to assist you...
You have been connected to Saul Morrison.
Saul Morrison: Thank you for choosing Sears. My name is Saul. How may I assist you?
Customer: HI I HAVE AN ELITE WHITE REFRIGIRATOR FOR ABOUT 2 YEARS
Customer: THIS FRIGE IS NOTHING BUT TRUBBLE THE VEG FRUIT COMPARTMENT BROKE DOWN I HAVE TO GLUE IT ALL THE TIME THIS IS HOW A FRIGE HAS TO BE
Saul Morrison: Hi there. I'm sorry to hear that your refrigerator has a problem.
Saul Morrison: I will be happy to help you schedule a repair service appointment to fix that.
Customer: ALSO THE 2 COMPARTMENTS KEEP BREAKIBG THIS IS A INFERIOR PRODUCT AND I AM NOT READY TO TAKE IT ANYMORE
Customer: THANK YOU
Saul Morrison: To help you with the repair appointment, may I please have your phone number with the area code and your email address?
Customer:
Saul Morrison: Thank you. May I also have your full name and service address, including city, state and zip code?
Customer:
Customer:
Saul Morrison: Thank you for the details.
Saul Morrison: Is this in reference to your Kenmore refrigerator purchased on 04/27/2007?
Customer: YES I GUESS IF YOU SEE THE RECORD WE HAVE PURE PROBLEMS WITH IT FROM DAY ONE
Saul Morrison: Yes, I see that you have had scheduled repair appointment before. I'm really sorry that the appliance is give you so much problems. I will quickly check on the available date and schedule the appointment.
Saul Morrison: Will the service address remain the same as you provided me for the appointment?
Customer: YES, THANKS
Saul Morrison: The first available date we have for service is on Thursday, November 5th 2009, between the hours of 8:00 AM to 12:00 PM.
Saul Morrison: Will that work for you?
Customer: OK NO PROBLEM
Saul Morrison: Okay. The technician will call you to confirm service and give you an estimated time of arrival.
Saul Morrison: If the technician is not able to reach you, he will assume that you are not home and the appointment will need to be rescheduled.
Saul Morrison: Do you have an alternate phone number where you can be reached?
Customer: CAN YOU GIVE ME A PHONE NUMBER TO CALL
Customer: YES MY NUMBER IS
Customer: WILL HE BRING WITH HIM THE REPLACMENT PARTS THE DRAWERS AND SHELF
Saul Morrison: Thank you. Yes, they will have most of the basic parts needed for the repair, however, if there are any special parts needed they will order it for you.
Customer: THANK YOU VERY MUCH
Saul Morrison: Let me explain you about the payment options.
Saul Morrison: We offer you two options for service.
Saul Morrison: Our technician will examine your product and provide you a detailed estimate for your approval. If you choose to decline the estimate, you will be responsible for a fee of $65.00.
Saul Morrison: Our second offer is our Service Smart Agreement which is $267.11 with tax.
Saul Morrison: The Service Smart agreement covers the entire cost of repair including parts, plus you get an extended warranty on your entire product for one year.
Customer: WHY DO I HAVE TO PAY FOR YOUR DEFECTIVE PRODUCT I WANT THE REPLACMENT PARTS FOR FREE AND I WILL INSTALL THEM
Saul Morrison: I'm sorry, we do not have replacement parts for free and it would be best if a certified technician takes care of the problem.
Customer: you leave me no choise but to advertise the quality of you product on the internet such as my 3 cents etc, I demand a new shelf and new compartment or else
Saul Morrison: We will replace the shelves with a new one, however, the charges will apply.
Customer: why do I need to pay for your faults
Saul Morrison: I'm really sorry that you refrigerator is not as you had expected it to be, however, I see that as the appliance is not covered under warranty or any protection agreement, I can only schedule a regular repair service appointment.
Customer: here is a sample of critisism on your product I wish I read it before I made the mistake
Customer: My Kenmore elite frig, only 2 years old, stopped working, completely dead. I was told I would have to wait 5 days for a repairman! I have a warranty, I ask if I called my own reppairman would they cover the cost of the repair..they said no. I would have to wait for their repairman!! Never ever agin will I buy their junk and horrible service!
Customer: this is only one sample if you go to my3cents.com you will be surprise
Saul Morrison: I'm really sorry, you can write a complaint about the problem with your refrigerator our Complaint Department also at 3333 Beverly Road, Hoffman Estates, IL-60179.
Customer: can you give me a phone number to call pr can you have one of your supervisors call me now
Saul Morrison: You can call us at 1-800-4MY-HOME (1-800-469-4663) for that.
Saul Morrison: Would you like me to schedule this appointment for you?
Saul Morrison: I'll remain available for another moment if you need further assistance.
Customer: not for charge here is one more complain looks like I did a big mistake and you want to charge me more for that
Customer: Lots of Frigidaire complaints, mine is a Sears Elite (aka Frigidaire). Had it 6 months, ice buildup in freezer. 1st tech?, used laptop to ask what to do, ordered a 6 hr defrost timer. 2nd. tech?, said it was not the timer but air infiltraton, reversed gasket, took parts 1st tech? ordered. 3rd tech?, said it was also air infiltration but in the freezer itself, caulked the walls.

4th tech? was 2nd tech? back again, said he had to order the parts h
Saul Morrison: I understand your frustration about this and I apologize for the inconvenience caused. I really wish I could help you further, however, I'm here only to schedule the appointment.
Saul Morrison: You can call us at the toll free number I provided and talk with a supervisor and see if they can help you further.
Saul Morrison: You can also write a complaint at the address I provided.
Saul Morrison: Is there anything else I can help you with
     
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Kenmore Dishwasher
Posted by Suchisiva on 01/30/2014
COLUMBUS, OHIO -- I bought a Kenmore Ultra Dishwasher Model # 665.13843K601 Serial # FW1712755 on 05/02/2008 from Sears. It stopped working in 2012 and I replaced the control panel on 08/18/2012. Again on 01/20/2014 it stopped working. I replaced the thermal fuse. Still it doesn't work. I have to replace the control panel again. I have already spent $160 on a $500 appliance. I am wondering if I should spend another $130 for a new control panel or go for a new brand of dishwasher!
I used to have another brand of dishwasher for 16 years without any problem.. I regret buying Kenmore product. I will never buy or recommend Kenmore products

     
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Master Protection Plan - Shipment of defective parts, inability to repair appliances
Posted by Garland.nichols on 01/25/2014
LAWTON, OKLAHOMA -- My husband and I have a Master Protection Plan for all of our Sears appliances since 1983. Recently we decided to request service for some of the appliances that we were having problems with. the A & E repairman arrived in Nov 2013 and did not fix any of the problems nor did he attempt to fix the problems. He stated that I should fix my appliances. His name was Kevin. I told him that we were having problems with the buttons on the washer and dryer i.e. would remain depressed or stuck. He stated that I should clean it with alcohol. then I told him that the same thing happened on the refrigerator and he stated that I should use alcohol. So I tried the alcohol.

So the refrigerator started dispensing water and would not stop so my kitchen floor was flooded. I called back so another repairman arrived a week later. Lets say his name was Patrick. Patrick was unsuccessful in repairing the refrigerator and unbeknownst to my husband and I Patrick closed the service log and stated that it was repaired. Patrick stated that the part was not the correct color and that he would check on it. He also gave my husband his personal number to call him because he ordered a part that he thought would fix the water problem. So when the Part arrived, Patrick did not answer his phone nor did he return messages left on his voice mail. finally we called Sears and scheduled another service. We explained to Sears that the part that was ordered - was the wrong part according to Patrick.

So Sears ordered a new part. Another technician came named Todd. Todd arrived without a part. Todd has no idea of the service history. So his supervisor asked him to leave our residence. Then Patrick came out and referred to this part as "cosmetic." After talking with Sears my husband and I were instructed to pay something for this part and we may be reimbursed for this "cosmetic" part. We never wanted a part for cosmetic purposes. I just wanted the repair to stop the defective waterleak and ice dispenser leakage. My husband and I have missed a total of 4 days of work to try and resolve this issue. And to date there is no repair. So what do we do.

1. Continue to call Sears for hours on end
2. Slip and fall and receive a fracture or worse
3. Continue on the same path.
4. Pray that Sears will maintain their end of the service agreement
     
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Posted by Shaun on 2014-01-30:
Wow! You've been paying for the warranty coverage, on these same appliances, since 1983? To begin with, the appliances would be over 30 years old. I'd be surprised if they were still functioning. My guess is you've paid for these appliances many times over with premiums for the last 30 years.

That aside, I read your complaint in detail. When this Patrick arrived the initial time, was the fridge still having the problem? You're stating that the part was not the right color, indicating that it was the outside, dispensing panel that was ordered. Is it possible Patrick got to your house, incorrect panel in hand, with the fridge seeming to work?

I can tell you that part of the problem in 'teching' an issue is getting the problem to replicate itself. If the problem wasn't occurring at that moment, there may be no way to determine that the panel was the problem and may have been why the file was closed as completed.

You're definitely entitled to what your service agreement states. If the water dispenser is continuing to fail, document it through any means. The best can be the use of these new smart phones or even a camcorder showing the issue. Call and make another claim. Make sure that anything that is done is documented in writing and keep copies. That way there's no 'he said, she said' later down the road.

If it were me, and the fridge was having problems after that long of time, I might consider replacing the unit.
Posted by SearsCare on 2014-01-30:
Hello garland.nichols,
My name is Tony and I’m part of the Sears Cares Escalations team and I would like to thank you for alerting us of the appliance repair troubles that you have recently experienced. The aggravation that you all must be feeling with the way that these repairs have been handled is absolutely understandable and we would appreciate the opportunity to step in and work to resolve this matter to your complete satisfaction. At your convenience please contact our office via email at smadvisor@searshc.com so we can get this resolved for you. In the email please provide a contact number and the phone number the washer, dryer and refrigerator were purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (garland.nichols) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,

Tony
Social Media Moderator
Sears Social Media Support
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Horrible Customer Service
Posted by Gjeff.feedback on 07/27/2013
THORNTON, COLORADO -- We purchased a Kenmore elite water heater from Sears 3 years ago. Everything was until it stopped working. It turned out that the Sears installer
had installed it with a small leak in the supply line connection, which dripped into the heater and rusted out the tank. Kenmore charged us $75 to
send someone out, he said "talk to the store", they said "call the national service line", they transferred us to another service line, they sent us
to the "Water Heater Hotline". They told us there was nothing they would do.

We just bought a new GE water heater from Home Depot. I understand now why Sears is going to go bankrupt.
     
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Posted by John Nicholson on 2013-07-28:
Sear's "blame" is due to the installer they hired. Some are good, others are not. With something like a furnace, water heater, etc.---anything you really need in a home---you should never go to a store like Sears. Always go to a smaller, locally-owned guy who has competent installers and stands behind their work. It costs a bit more, but at least your problems will be minimal with no nasty surprised down the line.
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Non-Functioning Water & Ice Dispensor
Posted by Teannbae on 07/25/2013
BOWIE, MARYLAND -- We brought a Kenmore Elite bottom freezer refrigerator in July 2011. In March of 2012 the problem started. The water and ice dispenser stopped working. It works for a few days or weeks and stops. I usually find water on my kitchen floor as an indicator. Sears Repair has been to our home 8 times as of today. The tech spent 3 hours at my house last week, still not fixed.

They know that there is an electrical shortage, but they can't find it. It is not working now, they have ordered another part. Sears has REFUSED to replace the refrigerator, they just will continue to "fix" it. We do have warranty protection. I'm so tired of this. When you pay this much for a product you expect it to last longer. I will not buy another product from Sears.
     
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Posted by John Nicholson on 2013-07-25:
Another one!! I don't know how many times I have read complaints about non-working/broken water and ice dispensers on refrigerators. Apparently, the ability to make them work regularly and trouble-free is beyond the ability of manufacturers at present. I suggest anyone who needs a new fridge think twice about spending extra money on something like this. A cheap, basic refrigerator delivered for free by a reputable company seems like your best bet.
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Kenmore Chest Freezer 19502 Failed in 2.5 Years.
Posted by Ictree on 07/17/2013
PITTSFIELD, MASSACHUSETTS -- I bought a Kemore Chest Freezer, Model # 19502 in Feb 2011.
Today (July 16, 2013) I find that it was "on" but everything inside had thawed. There was no power surge, no power outage, it was plugged in, the light was still on. After turning the switch to off and back on, it didn't work so I hit the light. Magically the compressor turned back on.

So I've thrown out a freezer full of food to the tune of at least a $200.

This freezer is also the subject of a rebate because it does NOT meet the energy standards that it was advertised as meeting. The result from that was a check for something like $12 that I have to reapply for each year for 3 years.

     
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Kenmore Gas Range - Fire Hazard
Posted by Lambo632 on 12/18/2012
Went To Sears in September 2011 and bought, along with several other appliances a Kenmore 30" Gas Range. As of tonight, December 17, 2012,
the range sits on the front lawn, placed there by the local fire department.
The thing started to smoke after cooking a baked potato for 45 minutes.
So I shut it off, but the smoke continued and increased. Call the FD
and they try every which way to open up the interior to see what is burning,
- the oven compartment is empty and clean as a whistle. Well - no getting inside the stove - so the stove goes outside. Still don't know why is was burning.
I then Call Sears - The thing is not 15 months old - "Sorry no warranty, nothing we can do - come in and buy another and we'll give you $20 bucks off"
-or some nonsense. No warranty from Kenmore.
So tomorrow - I go the the Local appliance store - no more Sears and definitely no more Kenmore. $500 Bucks down the Tubes
     
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Posted by ok4now on 2012-12-18:
Sears should have realized that you weren't making a warranty claim. They sold you a defective product that was a fire hazard. What would there response be if their defective product burned your house down and claimed lives? This would have cost them big time. Customer service should have realized they got off cheap and given you a new stove.

Shame on you Sears. Again you had the chance to treat the customer right and didn't. Is this how you earn customer trust and loyalty?
Posted by At Your Service on 2012-12-18:
This is where one's expectations doesn't live up to the actual product that was purchased. That is, the range that was purchased was provided with a one year, limited warranty. It is, among other things, one reason why they were able to offer the product for only $500.

I would suggest, with absolutely all respect, that the problem is not that the range only lasted slightly over a year but that, when one made such a purchase, they were accepting of the fact the merchandise was only guaranteed for that year.

As long as warranty coverage continues to not be a consideration when making the purchase, these form of letters will continue to be in abundance throughout the net. The only real way of making the manufacturer or retailer stand by their product is to require and pay for the additional warranty coverage when making a purchasing decision.
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Cracked Shelves
Posted by Jackiesokolowski on 11/13/2012
I bought a Kenmore Elite, Model # 10657873800. The unit is less than 4 years old. All the shelves (plastic) has cracked. Sears nor Kenmore will respond. I do feel the shelves should not crack. Seems there is an imperfection.
     
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Posted by trmn8r on 2012-11-14:
I've heard that the quality of materials used in appliances has gone downhill - this isn't the first complaint like this one.
Posted by At Your Service on 2012-11-14:
I've got quite a bit of background in appliance design. Hopefully I can give some insight as to what the problem is and how others may avoid it in the future.

Some refrigerators, in order to offer a less expensive price, use shelfing that is not reinforced, especially on the door. This design can work, but only under the limitations of weight. It's not a mater of brand, as much as design and being aware of the importance of what the shelf is capable of supporting. Frustrating as it may seem, the overall depth may allow the footprint of a gallon container. This does not mean it can handle the weight of said container being stored over a period of time. The shelfing can finally give and crack. This shelfing design is better suited for lighter, condiment like containers, not containing as much weight.

Hopefully this helps if you decide to replace the shelves, as well as for anyone else who has this design.
Posted by ok4now on 2012-11-14:
I agree, the shelves should not have cracked in only 4 years. Not to diminish this but you're better off than most with a Sears appliance. You have had no reliability or breakdown issues. Just read the many scathing reviews on this site. New appliances that break right after delivery. You call customer service and get excuses. Finally they schedule you for a service call so you take the day off from work. They are a no show. You call back and have to take another day off from work for the new appointment. The repairman shows up and misdiagnoses the problem. Either the wrong parts are ordered or they aren't available. Another missed day of work and it's still not fixed. You bought the extended warranty but it's not covered. The part now comes in but another no show. The horrible customer service cycle continues. Maybe those cracked shelves weren't the worst that could happen. You get my point.

Conclusion: Do NOT buy Sears appliances. They have a high failure rate with poor customer service.
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