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Never Buy Kenmore Or Frigidaire Elite Convection Oven Range
Posted by Kenmorequalitylow on 09/21/2010
SECOND TIME SHATTERED DATESTAMP - 09/23/11
SECOND TIME SHATTERED DATESTAMP - 09/23/11
I paid almost $3000 for what I thought was a high quality product from Kenmore. It is a Kenmore Elite Convection Oven with the nice digital display. I bought in February of 2008 and have had nothing but problems with it and now the GLASS SHATTERED AFTER BAKING FOR 15 MINUTES AT 350 F!!!

I have had the digital display replaced what will need to be 3 times now in (twice within the first 8 months) and now a third time (since I had to purchase the darn Sears warranty extension). Maybe this is destiny too as I was about to purchase a new fridge and dishwasher and was looking at Kenmore as well. But now, I will never ever ever buy another Kenmore product. I called customer care, and of course it's not under warranty nor any goodwill warranty coverage. My advice to people looking to buy products from Kenmore...DON'T!! If $3000 cannot buy a decent quality product that is used maybe 2 times a week, then I just don't know what will... maybe I should build a clay oven and go back to basics!! I hope JD Power reads these reviews and gives Kenmore a HUGE BLACK EYE in quality. If you would like to see a picture of the broken window go here:

http://i915.photobucket.com/albums/ac360/kenmoresucks/sep20_2010.jpg

I really want Kenmore to realize that they will never be considered a company that cares about quality nor about their customers. If this isn't poor quality then I don't know what is. If this stove had been 10 years old, and was being used and abused, then I could understand, but come on!! less than 2 years old and hardly used!! Don't you people do any reliability testing? I'm an engineer in the automotive industry and while I would never argue that cars made in the USA have high quality, at least they are getting better and at least they provide a warranty period that represents coverage over infant failures!!! Kenmore Sucks...and that's sad!

As a new update, I did find a website http://www.appliance411.com/parts/sears.shtml that will help you determine who makes the appliance vs. who brands it. In this case it looks like Frigidaire manufactured the stove I have, so let's make sure BOTH companies get black eyes on this review.

UPDATE AS OF 09-23-2011
ALMOST EXACTLY 1 YEAR TO DATE AFTER THE FIRST TIME!! the glass on my oven has shattered AGAIN!!! UN FRIGGIN BELIEVABLE!!! DO THEY TIME THIS STUFF? I left a message on the sears service line this morning (they were closed) and i will keep you updated on what transpires! I personally believe they should replace the whole oven because otherwise i will be having to extend the damn warranty EVERY TIME for this VERY DANGEROUS TYPE OF FAILURE.

Here is a link to the pictures I took this morning. I am amazed at how similar the shatter pattern is! this goes to show that it's a bad design as I mentioned. the second picture is for those of you who may say, it's too similar. I took it so you can see the date on my ipad!

Shattered window
http://i915.photobucket.com/albums/ac360/kenmoresucks/photo.jpg

Datestamp
http://i915.photobucket.com/albums/ac360/kenmoresucks/photo2.jpg
     
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Posted by Venice09 on 2010-09-21:
Yikes! I hope no one got hurt.

As someone else just wrote about a Frigidaire range, it's the appliance that keeps on costing. It seems like you're in the same boat with your range. You obviously have a defective lemon on your hands, and I don't think continuing to buy expensive warranties is the answer. There will be no end.

I bought a Kenmore range around five years ago. It cost somewhere between $500-$600. It's a simple gas stove with a self-cleaning oven, broiler and heavy-duty cast iron grates. It serves my needs just fine and hasn't given me a day of trouble. It looks nice, too. I suggest that your next stove be something more basic and less expensive, regardless of brand. Instead of buying extended warranties, you could put the money aside so you can call the repair company of our choice if it becomes necessary.

I hope the range in that picture convinces you to take my advice.
Posted by Helpful on 2010-09-21:
I can sure appreciate your frustration KQL, and side with the consumer in many of these complaints but I have to take a few exceptions as to what has been stated.

To begin with, lets begin by agreeing no one made you "purchase the darn extended warranty". And even you seem to admit this extended warranty has already covered the unexpected expense of replacing a display. How ironic when someone claims these warranties are never worth anything when being faced with the evidence it's already paying for itself.

There are those, too, that claim that the problem is somehow based around the issue of paying so much for a range -- as if a basic range doesn't have a glass window that can break. In fact, there was another post just today that shows entry level appliances have problems too. Ironic too. Someone who wants the tools to bake and cook better is not willing to accept one of these cheaper models.

As for your claim that this review is going to magically move people away from Kenmore or Frigidaire, I think even you know this isn't likely. I'd give you a challenge to find a brand that doesn't have a complaint on this site -- you won't find it. That's the reality and posting this review doesn't change that.

Finally, your claim that a warranty should cover physical damage as your photo and complaint clearly show. Warranties generally don't cover the physical damage of merchandise. As I'm sure you can understand. If one wanted a new something, they could start breaking portions of the unit. In this case, there are a couple of interesting observations I have made. First, the range is two and a half years old. This is far beyond any reasonable time frame where, if the glass was defective out of the box, it would have shattered. Likely, the glass has taken a blow sometime thereafter and eventually shattered. Secondly, the shattered glass is the OUTSIDE window, not the inside window. If the temperatures caused the shattering, it would have occurred on the interior window long before the exterior window. As such, it would seem the claim that the damage was somehow the responsibility of the manufacturer is, well, out of gas.

Someone from Searscares will, I'm sure, be posting here within the next day or two. Because of the value of this unit, I would contact them and arrange to have them come out and replace the window. Even if it costs you a bit, it's well worth it on a range this nice.

Best of luck and thanks for the post.
Posted by Kenmorequalitylow on 2010-09-23:
Thanks Venice, I've been thinking about that for my next one.

Helpful,here's my response to your comments.

On the extended warranty, yes I pretty much had to buy it as a rational person. You see, the cost of the warranty was less than the cost I would have had to pay for the display and the repair on the window. The design is faulty and the repair guy admits that. He says it's too close to the heat of the stove and it fry's the LED's so that the digits end up only showing a few lines. I agree, it's paying for itself, but at the end of the day, the last time the display was replaced was last November, I checked my receipt. But of course they don't renew the warranty for replaced parts which I think is wrong, but most companies won't either.

Not sure what you mean by accepting a cheaper model in order to bake better. this is a relatively expensive range and is a convection oven which is hard to find in a lower entry level model. The issue is that for the price, I would expect that this type of failure doesn't occur! You cannot tell me that this should be expected of ANY oven especially of this age. My mom still uses her 1974 Frigidaire stove (with a window too) and has never had a problem with it, but alas, this shows how the quality of Frigidaire has deteriorated (as proven by the many reviews on this site).

I don't expect people to "move away" from any given brand based on this review, I expect them to make informed decisions based on what they see here and the type of failure. I did look for other examples of where this has happened, and I found alot more on kenmore than any other brand. The key is to find the brand that has the FEWEST complaints and after looking at JD power and Consumer reports, it looks like I'll be buying a foreign brand next (likely Samsung!).

And let's be clear...this is NOT "physical damage" as you claim that the glass was damaged by any "blow". This is a documented issue that is due to small flaws in the glass itself. look here. http://wcco.com/local/glass.oven.door.2.820937.html. Your explanation about why it was the external and not the internal window is completely flawed. If the internal window has not flaw, then I wouldn't expect it to break. As an engineer trained in heat transfer, I can tell you that the temperature gradient between the outside and inside (between the glass) can be very high and cause thermal stress that if the glass is flawed and is stressed (i.e. having pressure applied from the outer frame not expanding as the glass expands due to heat) it will fail like this. So this failure is a combination of design flaw (in how the glass mounts in the window) and a material flaw (micro flaws in the glass itself). These failure modes should be weeded out during reliability testing at the manufacturing facility, but obviously they weren't. This is not a common failure mode, and probably happens on 1% of stoves. It also could be considered a safety issue, granted the glass itself is safety glass and shouldn't injure anyone, but I wouldn't want to have my child standing right next to it when it exploded! I dare you to put your kid next to it.

I have contacted sears, and have scheduled the repair. will take about a week to get the parts but I don't feel that this is a reasonable expense for me due to two major points here.

1. The digital display that was replaced is less than 1 year old and fails continually due to a poor design.
2. The glass window failure is a safety concern, and is due to a poor design and material flaw, and should be covered by a goodwill warranty due to the nature of the failure, i.e. not normal wear and tear.
3. For the price I paid for this range, there are certain expectations of quality that come with that. Obviously, Kenmore/Frigidaire charges you for a brand name that no longer supports the quality aspect. You are paying for features (which I admit are very nice on this range), and for a brand name (which at this point is worthless to me).

I would love for someone from Searscares (oxymoron) to respond. I don't think they could argue against my logic here as a rational person.



Posted by Anonymous on 2010-09-23:
Kenmorequality, I just read your post and reply to Venice and Helpful. You sound like you actually know what you're talking about and I will definitely take your advice into account when I buy my next appliances. Thank you for your informative post. The junk coming out of these appliance manufacturers is appalling and the complaints keep coming in daily. I can't believe anyone would defend these people, but I guess one or two still have hope for some reason.
Posted by Kenmorequalitylow on 2010-09-23:
Your welcome singsing! Like I told helpful, People should be made aware of issues like this, and companies need to start putting those high margin product dollars into quality rather than their pockets. :)

Posted by Venice09 on 2010-09-23:
That is an extremely helpful post, Kenmorequalitylow. It explains quite a bit. Your background obviously qualifies you to make these conclusions.

Helpful believes that regardless of what you spend on an appliance, you shouldn't expect it to last any longer than the original warranty, which is usually one year. He says that consumers assume it will last longer and fume when it doesn't. I personally think that's absurd and hope most people would agree.

Don't wait for Sears Cares to see your review. You can contact them at searscares@searshc.com. Give them a chance to help you. You might be pleasantly surprised.
Posted by Kenmorequalitylow on 2010-09-23:
Thanks Venice09. I also read helpful's review the same way, but let's give him/her a chance to reply before we assume they are being irrational. I did call them, and they basically told me the same things as the people in the link I provided in my previous post. i.e. that it's not covered under warranty, and that they "haven't heard of that happening before";seems like a common answer. If they monitor their quality via websites like this (as they do in the automotive industry), and they do care about customer opinion and brand loyalty, I would expect them to contact me. I have worked in engineering, design, reliability and growth management, Quality assurance as well as manufacturing design, so I do consider myself fairly competent in making an engineering hypothesis such as this. The only thing I might add is that the stress induced on the glass (i.e. the opposite force acting against the expansion that causes it to explode) could be either from the frame mounting or the rate of cooling gradient. What I mean is that the outer edge of the glass could be cooling at a slower rate than the interior (since it's in contact with hot metal) and this will cause the the outer edge to apply inwards pressure on the glass which is why it "explodes" rather than cracks. (push on the edges of a piece of paper and the middle will bow outwards as an example). If the glass is free floating in the frame, this would be the likely cause.
Posted by Venice09 on 2010-09-23:
This may be a stretch, Kenmore, but one of the glass panes in our garage door blew out and shattered while the door was in motion, and although there was no heat involved, I think I can relate it to your oven door glass. My husband is also an engineer and as I recall, he gave a similar explanation. Most people, myself included, don't understand how glass can just shatter like that, so you explanation is very helpful.

Make sure to come back and check your review. Someone from the Sears Cares team may post a response. In fact, I'm pretty sure they will. They don't seem to shy away from anything here.
Posted by SearsCare on 2010-09-24:
Dear Kenmorequalitylow,

I'm Scott with Sears Cares Escalations. I came across your post & picture here, and first I want to say how relieved we were to not read of anyone being hurt by this major failure. I'm terribly sorry for the many problems you've faced with your Kenmore range. I'm sure the frustration, concern and stress was pushed even higher after the door glass malfunction and the answers given by repair customer care. We'd like to help. At your convenience please contact my office via email at searscares@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the range was purchased under and we will call you at your convenience. In addition, include your screen name (Kenmorequalitylow) in the email so we can reference to your case.

Thank you,

Scott J.
Sears Cares
Posted by Kenmorequalitylow on 2010-09-25:
Well, I will be the first to admit that searscares has extended a helping hand. I sent them an email per Scott's response, and we'll see if/how this gets resolved. I will post the results afterwards.
Posted by Venice09 on 2010-09-25:
Thank you for giving Sears Cares a chance, Kenmore. I don't know why I care so much about this, but I think it's because I hope Sears can turn its reputation around and restore people's faith in the company, even if means doing it one customer at a time.

Please let us know what happens.
Posted by 2cent-er on 2010-10-07:
KQL, you're correct. it's a glass mfg problem that goes across all appl brands. Sears is in the middle here. very scary when it happens. since this isn't NASA, it's all about price point.regardless of the age of appl [it never happens on older 10yrs+]and in the absence of abuse- this should be repaired at n/c..lots of luck..the reason your controls are failing is due to moisture/heat transfer into control area. there's a 'fix' for this. have them research the kit # and do repair.
Posted by Venice09 on 2010-10-07:
Thanks for confirming, 2cent-er.
Posted by Kenmorequalitylow on 2010-10-08:
UPDATE: Sorry for the delay in getting this posted, I have been very busy lately.
I contacted the Sears cares representative and they were very nice and helpful. He repeated the statement that he hadn't heard of this before, to which I told him to check out the other link in my original post to find examples where it has happened. I think the picture is what got them...:) Anyways, I am reasonably satisfied with the resolution at this point. I did have to pay for the 1 year service contract but they have made it a master service agreement which covers a lot more and have extended it for two years. If they have to repair the range more than 4 times in a year, they will replace with a similar model, or if there is something that cannot be fixed they will replace with a similar model. I doubt I'll get a chance to take them up on it, but we'll see. I did have them repair the display as well, and the "fix" had already been implemented on my second repair for that failure so I'm not sure if there was a second failure resolution method after that (I wasn't here when the repair guy came so wasn't able to ask my usually pointed questions) :). Anyways, I think it's a reasonable resolution although not ideal since I still had to pay out of pocket for a failure that in my mind should still be covered for the life of a product i.e. It's my own personal opinion that manufacturing defects should be covered for the life of a product (I know..I live in a dream world). Thank you to everyone who made comments and provided some form of outlet for my ranting and raving. You know what they say...Misery Loves company! :) Take care All!
Posted by trmn8r on 2010-10-08:
I got in on the end of this. I'm glad you reached a resolution. At first glance, it looks like they could have extended a hand a bit farther out to you. For example, maybe giving you four years on the warranty, since it has had such a poor record so far. Good luck to you and your range. I wouldn't leave it home alone for very long.
Posted by Venice09 on 2010-10-08:
Kenmore, I'm glad you're somewhat satisfied with the resolution. At least they didn't tell you to get lost. I agree with you that manufacturing defeats should be covered. Thanks for coming back with an update.

If I could suggest one thing it would be to keep track of all service calls and repairs, including any parts that are replaced, so that you have your own records. Hopefully, you won't need a replacement under the warranty, but if you do, it helps to have everything documented instead of trusting their records.

By the way, that picture is worth a thousand words.

Good luck!
Posted by SissyBA on 2010-10-09:
I hear you, believe me! I also purchased Kenmore Elite Convection Range, electric model, with a "hidden" element under the r=oven bottom. Wow, Ii thought, no more lifting up the electric coil to clean up spills. Wrong! Having the element "hidden" is NOT GOOD. It takes 45 minutes to preheat to 450 degrees. Can you believe that? Ii also had the service tech out here & he toldd me, hey, that's what you get for the convenience of having the element hidden. Duh, did the salesman tell me that> NO! What ever happened to Sears???
Posted by Cuda on 2010-10-19:
I, too, had several BAD experiences with Kenmore. I bought an Elite model 790.3670. Two months after the warrantee ran out the touch panel shorted out while the oven was on locking the oven door. I had to unplug it to shut it down. Sears was no help and wanted $600 to repair (new touch panel). I bought a Kenmore Model 795.77549600 frig at the same time I bought the stove. Again, several months after the warrantee ran out (like 2 weeks before the stove quit) the door switch went bad leaving the light on all the time. It melted the plastic light cover and cooked everything on the top shelf. I was lucky it did not catch fire. Sears was worthless and to this day I have no frig light (after writing this note it will probably quit all together). I will NEVER by a sears or kenmore appliance again. They used to be the best appliance made; no more!!
Posted by Kenmorequalitylow on 2011-09-23:
Well, I am back. The glass exploded again!!! I left a message on the sears service number. It doesn't surprise me at all. It's a BAD DESIGN as I have stated in my original post.
I want a new oven! But I doubt they will provide. Which means in another 1 to 2 years when the plan runs out, I'll have to start paying for it myself again!!!
Posted by Venice09 on 2011-09-23:
Oh, no!

This range has cost you a lot of money between the purchase price and extended warranties, not to mention the hazard it has created in your home. After all this time, that picture still shocks me. How could Sears not replace such a defective product? Are they waiting until someone gets hurt and they are facing a lawsuit? Maybe you should file a small claims suit now instead of just letting them off the hook. Sears should be held accountable for this situation.
Posted by Kenmorequalitylow on 2011-09-23:
I know! We just woke up and my wife went to the kitchen and almost stepped into the glass! It shattered while it wasn't even being used! My daughters get up to get water in the middle of the night usually and I can just imagine them walking through the glass and screaming in pain! It's terrifying to think of it.
I am seriously thinking of a lawsuit here too...
Posted by At Your Service on 2011-09-23:
I wonder if it is like what someone else stated, that they've had a bad batch of glass creating the problem. Not that it did, but it would be good to know.

Is your upgraded warranty still in effect?

Please keep us posted.
Posted by Venice09 on 2011-09-23:
What difference does it make? Why should anyone be stuck with something like this?

He already said the extended warranty is still in effect, but what is he supposed to do when it expires?
Posted by Kenmorequalitylow on 2011-09-23:
If that was the case then I wouldn't think that it would happen again, unless the replacement glass was taken from the same batch which is highly unlikely as the first failure occurred 2 years from purchase. I am convinced that it's a bad mounting design that allows micro flaws to form and then over time propagate along the mounting edges to the point where it becomes completely unstable. My warranty is still in effect but they won't replace the range since it has to be the same failure 4 times in a year for them to replace the entire range. At this point I expect them to send a repair guy to tell me " yup, your glass is broken, and that it will take a week to order a replacement window" that is their typical MO. So that means no baking for at least a week! Again...
Posted by At Your Service on 2011-09-23:
You may very well be right KQL. I can sure appreciate the frustration. Keep us informed.
Posted by Kenmorequalitylow on 2011-09-23:
The only other argument I am thinking is that my warranty is such that "if it cannot be repaired" they would replace the whole range. I would think that the glass failing again like this demonstrates that unless they have "a fix" for the mounting, that the unit cannot be repaired. i.e. that if all they are doing is replacing the glass, then it will happen again, and thus is unrepairable. We'll see how this argument holds up when I get a hold of a live person...
Posted by Venice09 on 2011-09-23:
Of course, that makes sense, Kenmore, but good luck getting Sears to agree. I think it's worth fighting for though.
Posted by Kenmorequalitylow on 2011-09-23:
Well, I just got off the phone with someone named "Roy" who spoke to me with an incredibly condescending tone, who told me that they will have a case manager contact me within 24 hours!, when I asked about having someone come and fix it, he stated that I have to speak with a case manager first. He refused to answer any questions about my warranty coverage even though he is a case manager himself. He continued to interrupt me and when I asked to speak to his manager he stated he is a "senior case manager" and I asked to speak to his boss, he said it is the CEO, I told him I don't believe him, and he said "that's fine". How dare he think I am that stupid to believe that a case manager reports directly to the CEO of a multi-billion dollar company! Now I am really ticked off. I again asked to speak to his manager, he said to send an email to smsupport@searshc.com which I fully intend to do. This is ridiculous!!!
Posted by Venice09 on 2011-09-23:
And so it begins. You're in for the long haul, and it's not going to be easy. A lot of good that extended warranty is doing you now. You can't even get answers from a senior case manager regarding the coverage. What a joke.
Posted by Kenmorequalitylow on 2011-09-23:
He isn't the senior case manager assigned to me, so I understand that, but his tone, his complete lack of empathy and his unwillingness to talk about it with me is what really upsets me. However, I am very good at finding people, so now that I know the CEO of Sears Holding Company, Louis J. D'Ambrosio, as well as Dane A. Drobny, Senior Vice President, General Counsel and Corporate Secretary and John D. Goodman, Executive Vice President, Apparel and Home, I will find their email addresses and copy them on the email I send to the email that 'Roy" provided for me to complain about him.
Posted by trmn8r on 2011-09-23:
I just got caught up to date on this saga.

I was thinking "this person should get a new stove since it broke so many times," but then I see where you state is has to be 4 times in a year.

Good grief, what a nightmare. You would think that they would give you a new stove. How ridiculous. You get free door replacements until the warranty runs out, and then you kick it to the curb. Sounds like a really bad marriage with a set divorce date.
Posted by Kenmorequalitylow on 2011-09-23:
This is the email I have sent to Searshc.com as well as the CEO, General Councel, VP of Apparel and Home as well as Productsafety division productsafety@searshc.com. Please feel free to comment.


Due to the severe nature of this message I am copying the following people:

Louis J. D'Ambrosio, Chief Executive Officer and President
John D. Goodman, Executive Vice President, Apparel and Home
Dane A. Drobny, Senior Vice President, General Counsel and Corporate Secretary
Product Safety division

I have attached two links to pictures of my Kenmore Elite Range.

http://i915.photobucket.com/albums/ac360/kenmoresucks/sep20_2010.jpg
http://i915.photobucket.com/albums/ac360/kenmoresucks/photo.jpg

First is from September 21st 2010, the other is from today September 23rd 2011.
They show the aftermath of my oven window exploding.
The first case was during use (15 min bake cycle) the second case is from sometime during the night when it was not being used.

My name is xxxx My phone number is xxxxxxxxxx, please feel free to contact me directly.

The purpose of this message is two fold. First to make you aware of this issue (if you are not already). I had posted this issue to my3cents.com last year, and am now updating this post as well as I go through attempting to get acceptable resolution to this very dangerous issue.

You can view the history and online posts here.
http://www.my3cents.com/showReview.cgi?id=87146

The second purpose is to file a complaint about the case worker I spoke to this morning at around 8:38a.m. CST. His name was Roy. You should be able to access my call through my phone number.
Roy was extremely condescending and demonstrated a complete lack of empathy for what I am going through. Right from the beginning of the call, he had an attitude that I don't believe represents a "Sears Cares" mentality. I clearly verbalized my frustration that I would have to wait 24 hours before someone would even come and look at the oven i.e. begin the parts order process, and Roy again, seemed to not care at all. He continually interrupted me, put me on hold for no reason, and also when I asked to speak to his supervisor he stated that he is the senior case worker. I asked to speak to his manager, he stated that he reports directly to the CEO, to which stated "I don't believe you". He gave me the searshc email to file a complaint.
At a minimum I would expect that you look into your case worker training. This type of role necessitates an empathetic point of view.

Here is the world through my eyes...My oven window EXPLODED in the middle of the night! My children walk into the kitchen at night to get a drink of water without turning on lights! they could have walked right onto the glass. My wife almost walked onto the glass this morning. This is the SECOND time it has exploded in 1 YEAR!. It is obviously a flawed design and my range should be replaced with one that is not flawed and is of equal or greater value.

I should also note that I did purchase after the first occurrence the "master protection agreement". I personally believe that if there has not been a design fix to the door of this range, that this range should be deemed unrepairable and thus replaced entirely under the terms of this warranty agreement.

I hope that someone with Sears demonstrates the values that you purport to uphold from both a product safety point of view as well as a customer satisfaction point of view.

Regards,

Posted by Kenmorequalitylow on 2011-09-23:
Just received a response from their general counsel. They will investigate immediately. This is a good sign I think. I will keep you all posted as I can.

Thanks!
Posted by trmn8r on 2011-09-23:
Sounds good. Keep us posted.
Posted by Kenmorequalitylow on 2011-09-23:
Good news all! It looks like they are going to replace my entire oven! The general counsel called me back and agreed that this type of failure should not be happening on my unit. Am waiting for a call to schedule the replacement. Hopefully can get it in relatively short time as I hate fried foods. :)
I want to applaud the executive staff at Sears Holding Corporation for doing the right thing here. They will send my current unit back to the product group to have them see if they have a bigger issue also, which is exactly what I agree they should do. I had the opportunity to speak with another case worker named David who demonstrated great empathy and candor. I am awaiting the call from the new case worker for the replacement and will let you know how that goes and if I am pleased with the replacement they provide. Thanks again for your support and comments.
Posted by trmn8r on 2011-09-23:
Most excellent. I wonder if you will get the same model, so you can provide another layer of QC for them free of charge. Good luck!
Posted by Anonymous on 2011-09-23:
Holy cow! I just saw this post. I can't believe it! I mean, I do because its here but dang! Glad that they did what was right and replaced your oven! Venice is right! Good thing no one was hurt. This could have been a whole lot worse!
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Kenmore Oven Handle Came off During Baking
Posted by Mandaleena on 11/10/2009
This oven is only a few years old, and this morning while I was baking the oven handle came clear off. Very dangerous defect. I had to catch the hot front panel to prevent the glass front from shattering on the floor.

This product is a piece of junk - - -warning to anyone with children, this could really be dangerous.

I believe we're out of warranty too.
     
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Posted by grandma005 on 2009-11-10:
It would help if you gave us the model number.
Posted by Anonymous on 2009-11-10:
You are out of warranty.Call a local parts store,or service shop to get repaired...Bypass Sears,you will be glad you did
Posted by e_s_robertson on 2010-12-20:
I have a Kenmore oven that is only 1 year old and the same thing happened to me!!!
The plastic handle stripped out on one side and the leverage of the one side slipping off broke the plastic on the other side.
I am not a happy cooker!!!
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Kenmore no more....ever!
Posted by Wlzerb on 04/25/2012
I used to be a Kenmore patriot. When we updated our appliances I bought all Kenmore...they rated well on Consumer Report and offered seemingly good options for a reasonable price. Sadly, Sears no longer stands by their products...once your year warranty is over, tough luck.
Here's the scoop on my Kenmore woes:

KENMORE ELITE GAS RANGE/OVEN Model 970-3393. Paid $2000 in 2009.
-Poor heat to stove top...bringing anything to a boil is painfully slow. All other gas stove-tops I've used have had instant heat available...typically the beauty of gas. My Mom's 25 year old electric range brings liquids to a boil two to three times faster.
-Oven heats 50 to 75 degrees lower than indicator. If a recipe calls for 350 degrees I cook it at 425 degrees with this oven, and even then it doesn't perform well. For example: three small chickens take 3 hours at 425 degrees. In my Mom's old oven, they take one and a half hours at 350 degrees.
-The oven now has been setting off our Carbon Monoxide detector....perhaps this is related to the poor heating qualities??...poor combustion??? We are trying to get an expert opinion on that right now. Any thoughts would be appreciated
-Spills get in between the glass panels of the oven door and it is impossible to get in to clean it...Definitely a design flaw. I had read that complaint in reviews before I bought the oven, but really didn't think it was a serious complaint. I wish now I had taken heed of the warning. While it's not a functional problem it is annoying to always have a dirty looking oven.

KENMORE TOPLOAD WASHING MACHINE model 11026902503. purchased in 2006
-one year and three weeks after purchase it started to smell like something was rotting inside. Sears would not do a thing for me since the warranty was over by three weeks. They sent a repairman (I had to pay $150 for the service) and he had to remove the barrel and clean out the soap scum that had been caught inside due to poor design.
-Feb 2011 it had to be taken apart again to clean out the smell and change the drive shaft. At this time we discovered that the barrel was severely rusted out on the bottom. The repairman had expected that the warranty of the barrel would still be valid for a ten year period as most machines are. Nope...one year. Once again, Sears did nothing to stand up for their product. For the record... I have always left the door open after taking out the clothes to enable the machine to dry. The rust was not a result of customer misuse. So now Once again it has built up that rotten smell, but because of the extent of the rust it isn't worth the $150 service call to clean it out. Sadly, my six year old washing machine soon will become a burden to the landfill.

KENMORE FRIDGE model 6889. purchased 2004 for $1200.
-overall performance is good, but the inner plastic liner started cracking along the edges in 2009..five years after purchase. The cracks continue to get bigger.
     
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Posted by KevinTX on 2012-04-25:
Eeks.. join the gang. I too have had trouble, but using this venue, sears has ALWAYS come thru and helped. I would anticipate a response by tomorrow. If not I would be happy to supply you with a number to call and get help.

We also have a front loading washer with smell... this is new. We bought the AFFRESH tablets which helped.. but what REALLY helped was when I took the bottom panel off, unscrewed the large white drain (water will pour out) and cleaned it out. I ended up finding a broken rusty screw in the drain.. not sure if it is fixed now, but we've not had the smell in a couple weeks now.
Posted by ok4now on 2012-04-26:
Sears/Kenmore was once a very trusted name. You could buy this product with confidence that it was well made. If you had a problem Sears would take care of you. Sadly this is not the case today. Their products are riddled with complaints. Sears customer service is a disgrace. They schedule appointments and fail to show up on time. The service tech's (not all of them) fail to fix the problem on the first visit. They look for excuses not to honor their extended warranty.

Now you know why they recently closed 135 stores. Thy are on life support and not taking care of the customer. Think twice before you buy any appliance from these people.
Posted by Karnamay on 2012-04-26:
We moved into a brand new house in 2009. We found the Kenmore Elite oven took 45 min. to heat up. It finally gave up the ghost in Dec. 2010.It was too new to replace so we had it repaired for $485.
We are now on our third dishwasher. Our first two were Kenmore Elites, top of the line. The warrenty had expired by days on our last one. The new dishwasher is a top of the line Bosch. We are keeping our fingers crossed!
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1 year to date - Same Failure - Exploding Glass
Posted by Kenmorequalitylow on 09/23/2011
Second time exactly 1 year after first time exploding glass
Second time exactly 1 year after first time exploding glass
You can review my original and Updated post here: http://www.my3cents.com/mobile/showReview.cgi?id=87146

I'm putting this review here as well since I'm not sure if Updates show up in new reviews. This is and UPDATE.
     
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Posted by Venice09 on 2011-09-23:
I posted this on the original review:

Oh, no!

This range has cost you a lot of money between the purchase price and extended warranties, not to mention the hazard it has created in your home. After all this time, that picture still shocks me. How could Sears not replace such a defective product? Are they waiting until someone gets hurt and they are facing a lawsuit? Maybe you should file a small claims suit now instead of just letting them off the hook. Sears should be held accountable for this situation.
Posted by oldisgood on 2011-09-23:
OMG!!! That is awful. Have you asked Sears about this even though it is after one year???
I once had a GE stove that I had serviced 3-4 times in the year and it went out yet again after the warranty and finally someone from GE called me and told me they were giving me a new stove because I seemed to have gotten a LEMON. I was quite happy as my original stove was no longer in production (I could see why) and they upgraded me to the stove I originally wanted but couldn't afford.
Posted by Kenmorequalitylow on 2011-09-23:
Please go to my original post to see updates on this. Thanks!

http://www.my3cents.com/showReview.cgi?id=87146

Posted by At Your Service on 2011-09-24:
I'd like to hear the follow up.
Posted by Kenmorequalitylow on 2011-09-24:
At Your Service, you can find the follow up in the link in my previous post.

thanks

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Kenmore Stoves
Posted by Only Junk on 11/09/2010
I purchased a high-end Kenmore stove with self-clean convection oven seven years ago. I am now replacing the control board for the second time, each time at a cost of about $600. I will never buy a Kenmore brand again.
     
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Posted by Venice09 on 2010-11-09:
What did you pay for this stove seven years ago? $600 for a part is outrageous. I didn't even pay that much for my Kenmore stove.
Posted by SearsCare on 2010-11-11:
Dear Only Junk,

I came across your post here and wanted to reach out to offer assistance. I'm so sorry to hear your Kenmore stove's control board has failed again causing you more frustration and inconvenience. The same problem occurring again is definite cause for feelings like this. When we service your items, it is our goal to exceed your expectations; clearly we've let you down deeply. My name is Scott and I'm part of the Sears Social Media Support team; we'd like to help. 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 stove was purchased under and we will call you at your convenience. In addition, include your screen name (Only Junk) in the email so we can reference to your case.

Thank you,

Scott J.
Social Media Support Team
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Rusting Stainless Steel
Posted by Taguinha on 09/09/2010
NEW ORLEANS, LOUISIANA -- About 5 years ago I purchased an Slide in Gas Range from Sears/Kenmore and got them to install in my house. Due to my life conditions, I do not cook very often but I never had issues with the range. A few months ago, while cleaning it, I noticed some stains on the stainless steel surfaces that would not come off. Last week I was cleaning it once again and I noticed that the stains are not stains, it is actually rust and it is increasing in size. There are not scrapes or dints or any other physical damages to the surfaces that would allow for the rust form. I contacted Kenmore about it and they basically told me that the warranty is only for one year and that there is nothing they will do, EVEN THOU STAINLESS STEEL is supposed to be rust resistant. The one thing I got from this, is one less brand to consider when I go shopping for my appliances.
     
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Posted by Venice09 on 2010-09-09:
I question the quality of the stainless used on appliances, or if it's stainless steel at all. From what I've seen, I wouldn't buy a stainless steel appliance. I realize that doesn't help you now, and unfortunately I don't think Sears will do anything to help you either.
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Kenmore electric convection oven
Posted by Janetr59 on 06/11/2010
From day one the oven would beep that the desired temp had been acquired, but the thermometer we installed said it was not as hot. Called the repairman several times with no success. A few months ago the self cleaning broke, a few months later the broiler quit and now 3 1/2 years old and the entire oven quit. My Elite Dishwasher doesn't clean the dishes unless I pre-wash. I won't have any more Kenmore appliances without an extended warranty.
     
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Posted by Venice09 on 2010-06-12:
I've had good luck with my Kenmore appliances, but I really do think it's a matter of luck. Extended warranties can help, but they're only as good as the company behind them. And I'm not so sure about Sears anymore. They're good with repairs, but if you need to have something replaced, they do not willingly honor the warranty. They make you fight tooth and nail.
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