Kenmore

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Control board defective on freezer, only replace if customer pays
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I bought a Kenmore/Elite Trio from Sears. I found out afterwards it was made by LG. It was installed at Christmas, 2005. Shortly thereafter I noticed ice on the meat drawer in freezer. Sears tech came out about another problem and did not seem concerned about the ice. For the next year, the ice would build up, I would clean it off. In 2010 it became unbearable since water was pouring in the floor, 2 in. of ice on freezer bottom each week, all food covered in ice. Called Sears--was told I would have to commit to $250 up front and they would be out in 2 weeks. Day of appt. arrived and they called to cancel--said they would have to come another day. I could not commit since my husband has alzheimers, parkinson, one leg, and heart disease. He was going through many tests and I am his sole caregiver---making an appt. for anything requires a lot of prep in advance.

I called a local company that came that day but the tech said there was a problem with the evap. fan motor, but he could not get info from Sears on how to fix it. Paid $95 for that. The water continued pouring and the ice had to be cleaned out every week---by lying on the floor and cracking the ice with a pancake flipper and sliding it out on a tray to be dumped. Not great for a 65 year old. AFter Christmas, I contacted a tech that has been in business over 50 years and he confirmed it was something to do with the evap. fan motor but Sears would not divulge how to fix it and only Sears techs had that info.

He also said there was a service flash that many of the same appliances had the same prob. Paid him $75 and then called Sears. Said there was a service flash but I would have to pay $70 for a tech to confirm that I had a problem. He did but then told me the company said I would have to pay $376 for parts and labor. I refused and began calling. I was switched from Sears Resolutions, to Sears Customer Service, to LG, to a company that recalls parts, to Kenmore Elite, to Sears Resolutions. Said they could offer me $65 or 10% off a new frig. after I had just said I was not spending any more money with them. Again was told to call back next morning after tech's report had gotten in the system.

Kenmore Elite agreed that I should not pay---said LG should. Sears said that LG should but that my warranty expired in Dec. 2010. NO ONE and I mean NO ONE had told me before that LG had a warranty on the parts until Christmas 2010. Sears broke their contract with me by not showing the year before on the service call and just casually said they would have to reschedule. I have been told to give up, pay the money, and move on because either the $65 or 10% off a new appliance is the best offer I will get. I spent a little over $2000 for this appliance and Sears, Kenmore Elite and LG have all passed the buck, ignored the hundreds of people that have the same complaint, delay appt. times until people give up and their warranties run out. I have only hit the highlights of what I have been through. This has taken a lot from my health as I suffer from high blood pressure, has really interfered in the care of my husband, have to watch for water pouring on the floor to keep from falling and then to be insulted by being passed off to person after person and made to feel like a complete idiot when I said they should pay for a defective part. If the part was worn out, then I would certainly agree to pay, but this has been a problem since the beginning of 2006. Nobody listens and nobody cares, but Sears will lose far more business than this would have cost them to resolve the problem.
     
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trmn8r on 2011-03-13:
My guess, and it is only a guess, it that the delay in coming for service was not to make it so you wouldn't take advantage of the warranty.

These service companies cancel all the time, and this was around the holidays. Also, it sounds like your own issues made it impossible to reschedule shortly after the missed call prior to Christmas 2010.
JBard on 2011-03-13:
It's a lot of money, but I would get on the internet, and look at consumer reviews of refrigerators, and then get a different brand. If water keeps leaking onto your floor, you will have a ruined floor to deal with.
Venice09 on 2011-03-13:
Normally I would say to fight this but under the circumstances, I think it's better to cut your loses and get a new refrigerator. Your health and the health of your husband are more important. I would do a little research for an inexpensive refrigerator with good reviews. Skip any fancy features and go with a basic model. It will be more reliable.

Sears may not have purposely canceled the appointment, but this is certainly an eyeopener. I agree that you've been jerked around, which is par for the course with Sears. You could try contacting smsupport@searshc.com in one last effort to resolve this, but don't get your hopes up.
SearsCare on 2011-03-17:
Dear glendapresley246,

My name is Scott and I'm with the Sears Social Media Support Team. I'm reaching out to you after seeing your post here to extend an offer of assistance. I'm terribly sorry for the trouble & frustration surrounding your fridge repair. I know we have let you down and we'd like to help restore your faith in Sears. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the fridge was purchased under and we will call you at your convenience. In addition, include your screen name (glendapresley246) in the email so we can reference to your case.

Thank you,

Scott J.
Social Media Support Team
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Elite Kenmore Refrigerator
Posted by on
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 criticism 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 again 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 Elite Series Products are Junk
Posted by on
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 couldn't 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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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
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.
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.
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 didn't 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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Master Protection Plan - Shipment of defective parts, inability to repair appliances
Posted by on
Rating: 1/51
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 to 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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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.
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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Kenmore Dishwasher
Posted by on
Rating: 1/51
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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Horrible Customer Service
Posted by on
Rating: 1/51
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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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 on
Rating: 1/51
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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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.
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Rating: 1/51
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
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Rating: 1/51
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 thereby 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 it 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 Local appliance store - no more Sears and definitely no more Kenmore. $500 Bucks down the Tubes
     
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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?
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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Elite Series
Posted by on
LAS VEGAS, NEVADA -- 3 times within a year 2 times within a week. This is just a few days over a year old and nothing but problems. Costing me more in service calls again. This product last week when taken apart was all burned up"could have burned up house" had that repaired and 3 days broke again. Never buying Kenmore or LG products again. Too bad I purchased 8 thousand dollars of their product. Will not again on new house we're purchasing for an investment. Service calls are 125. Had to use my Home warranty 2 times and 1 from Kenmore. Junk and unsafe product could burn your house down. Stay away from Kenmore products. Posting to Facebook and my friends will not buy Kenmore products now.
     
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Venice09 on 2011-12-20:
"This is just a few days over a year old and nothing but problems."

It's called planned obsolescence.

No one cares if their products burn your house down. The only concern is how much money is being made.
At Your Service on 2011-12-21:
The way you have this written, it sounds like you may be the one opening the unit yourself. If so, I'd suggest otherwise.

Service centers provide a warranty for their own work, so even if the merchandise is not under warranty, it should be something you can contact the service provider to cover -- assuming said service was really within three days.
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