Kenmore Electric Ranges

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Hidden Danger
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PENNSYLVANIA -- On December 24, 2011 I was cooking my Christmas dinner in the morning. I had just put the Turkey on and left the kitchen when I heard a crash in the kitchen. Upon returning to the kitchen I saw the glass (smoked colored glass facing the room) had shattered and there was glass scattered out over the room. Had this happened 5-10 minutes earlier I would have been bending down in front of that same door putting items in the lower drawer and would have most certainly had glass shards in my eyes and my face. Had it not been so early in the morning, others would have been in the kitchen and could have been very badly injured; possible suffering a loss of sight and scarring of their face. I went to the official Kenmore web site and documented a customer complaint and to date have received no contact or comment from them. I contacted Sears and was told I could choose between spending 75.00 or 129.00 (flat rate) for service call for someone to tell me how much it would cost me to rectify the problem. My problem is that this should have never happen. In all the years (well over 30) I have been purchasing appliance (primarily from Sear/Kenmore products).

I have never in my life heard of the glass on the oven door shattering. I also don't feel as though this is of great concern to the makers or the sellers. It doesn't seem to bother them that I could have lost my sight. I feel their only concern is getting me to pay again to fix an appliance I spent good money for in the first place or me spending more money to replace an appliance that this should have never happen to.
     
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Slimjim on 01/27/2012:
Unfortunately this thing does happen more than you might think and it isn't exclusive to any brand. Door warping, glass stress and maybe a couple other anomalies can contribute to an oven's window shattering. While rare, it can happen and isn't considered a defect in isolated cases.
I don't know how old your range is or what a comparable one costs new but this probably will be a few hundred dollars to fix. You'll have to weigh out the cost effective option of possibly just replacing the whole stove.
Venice09 on 01/27/2012:
I agree with the OP that this is a defect and should not happen. It's an oven. Ovens get hot. They warp. That should be factored into the design/materials. If this happens more than I think, my next stove will not have a glass door.

OP, you are extremely lucky. Thank goodness the glass didn't shatter in your face. Sears should do whatever it takes to make this right instead of trying to damage you further.

Please come back and let us know the outcome of your complaint.
idontthinkso on 01/27/2012:
When you involved SEARS, you gave up on customer service.
Venice09 on 01/27/2012:
I've been thinking about this and finally realized why I never seem to get a good feeling about Sears Social Media.

This isn't the only person who has tried resolving an issue directly with Sears, to no avail. If Sears helped these people in the first place, they wouldn't have to post complaints online. I really think that's why OPs don't bother to go back and look for comments. They really aren't expecting anything and just want to vent and/or warn others.

So, my question is, if Sears Social Media can offer a satisfactory resolution to this OP, why couldn't Sears have done that when she contacted them? Why make customers jump through hoops, aggravating them even further, and causing them to badmouth the company?
Margaret Meldrew on 01/28/2012:
Kenmore also has exploding toaster and pizza ovens.
Venice09 on 01/28/2012:
Margaret, I agree that these things can happen with any brand, but it's the company's reaction that makes the difference. To show indifference just adds fuel to the fire. They should at least act concerned about their customer's safety.
Venice09 on 01/28/2012:
It's not just Sears. Buying appliances shouldn't be a crap shoot. Leave that to the casinos where at least you know what you're getting yourself into.
Margaret Meldrew on 01/28/2012:
Ummm, Venice09 I was being serious. Kenmore has toaster ovens and pizza ovens that explode. The glass shoots across the room. I don't know who makes the ovens but they have the Kenmore name.
Venice09 on 01/28/2012:
I know you're serious, Margaret. I am not defending Sears, Kenmore, or any other brand that produces defective merchandise and is not concerned about safety. I'm on your side.
Bob on 06/09/2013:
Our Sears model 790.96223404 had the same thing happen (exploding glass door). Fortunately (if you can call this event fortunately) for us, this happen right before the warranty expired, so the repairs were covered (the element, glass and control board were replaced). We couldn't use the oven for about a month.
jc on 10/14/2013:
I just walked out of my kitchen, heard sound like glass shattering, and started back in there but clear into our AM room was black glass, shards, jagged pcs, "glass" crystals, and I cannot get in there to begin cleaning it up. I've called Sears and needless to say, the Appliance dept. does not have anyone answering - is this a retail store or not? I'm very concerned because I've always bought Sears appliances, and the last 3 experiences have been nothing short of fraud, in my opinion. I've been told by Hotpoint that this is covered beyond the Warranty beause of some lawsuit they are or were under. But, next step - how to begin this process when one has to first get in there safely? I am seriously vision-impaired.
SearsCare on 10/15/2013:
Jc,
My name is Liz and I am a member of the Sears Cares Escalation Team. I came across your post and wanted to express our apologies for the difficulties you have experienced with your appliance. It sounds as if we have let you down on just about every level imaginable and would like to offer our assistance. We would like the opportunity to speak with you and address your concerns. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that I have assigned to reference your post (jc), to smadvisor@searshc.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
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Kenmore/Sears Electric Range Purchase
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Big Mama and me, we are your regular consumers, a little naive at times, searching for the best deal without getting burned is basically what we like to strive for. Big Mama is always ready to buy so when our 10+ year old Kitchen Aid Electric Range suffered a malfunction in the oven area, we said to ourselves: We are in the market for a new unit. At the time SEARS was advertising it's biggest sale of the year, "Take 20% here, an additional 10% there..." and guess what, We where sold.
We went to our local store and started a conversation with a salesman by the name of Joe (let's leave it a that) and Joe turned out to be a middle age, very pleasamt personality type of person. His style was very relaxed as he took us around and showed us the different Electric Ranges in the store. WoW! There they were, all the brands known to mankind and Joe pointed out that if we opted for a KENMORE ELECTRIC RANGE we would get an additional discount on top of all the exciting offers that had brought us there in the first place. So I asked Joe a very innoocent and now that I think about it, naive question: "Joe, how good are the KENMORE'S compared to the competing brands". He said exactly what most sales representatives would have said under the circumstances: "Well, they are as good as the best out there" No hesitations, no signs of fibbing so I looked at the price and this one had an original price of close to $1,200.00 and had been reduced to about $999.00 plus the 20% here, the 10% for buying KENMORE, it's final price would be about $800 something. This range had many features: heated elements with a simmer function, electronic oven control with kitchen timer, warm and ready drawer control, triple radiant single element control and selector switch, I could go on and on but I am sure you get the picture. Big Mama and me, we bought it. The last range we owned had cost much more and we really thought we were on the winning circle with this one!
Initially we ordered a white color but thank our lucky stars it arrived with some physical flaw, kind of like chipped in some areas and we traded it within 5 days for a black color one. The reason I thanked our lucky stars was because we also found out that white and dirt are best friends and in no time this thing looked so dirty we did not have enough cleaning solvent to deal with it. So we changed it, no questions asked and received our black range same model.
After about 5 months of continuous usage (overall a decent range performance) I press a Simmer Select button that keeps foods simmering at a low uneventful heat when a BIG BANG (like somebody had discharged a very loud gun in the kitchen) jolted me out of my tranquility. Big Mama was nearby and she nearly fainted and I kept saying, "What happened, what just happened?" with no answer, of course.
I called the 800 SEARS number and this is how the story began. They offer to send a trained technician to fix the range and gave me a date a few days away. By the way, they asked me from the gate go, "Did you purchase the extended service agreement?" and I said, "No" because I had not done it. I thought this range would perform at least the first few years so at the time I opted for not buying.
So the Technician arrives at the end of the day, of course, Murphy's Law having a good laugh on us by now, he opens the range from the back and nodding his head says, "Yep, it is burned to a crisp, I am going to order the part and replace it" I should point out that in between my call for service and the arrival of the technician I tried one more time to turn a knob on the range and another very loud bang and I saw some fire or spark shooting out of this thing. That did it, we were out of a range. The technician tells me, "The part is going to take till the 14th of May", I tell him, "So what do we do in the meantime, go to the Golden Corral every night and to Denny's every morning?" That shot right by him, he did not even blinked an eye at the fact that now we had no way to cook and feed ourselves for about 20 days altogether.
He left I called General Manager at SEARS. General Manager asks, "Did you buy the extended service?" I said "NO, I DIDN'T"
Have anyone heard an electric range discharge like a loud gun before? Well, this range did it twice and the technician unplugged the unit until the famous part arrived. Needless to say my social skills took a dive and I wanted to whine and moan to no one in particular but I realized a little too late that we been had by an inferior product. On a side note: I called in desperation to the department that sells those extended warranties and they told me that I still could purchase one for about $367.00 Buckaroos! Which by the way, seems the way to go if I am going to keep this KENMORE/SEARS Electric Range in the house. Sorry it took so long, I had to vent out, I feel much better now and Big Mama and me, we urge all the nice people to beware when buying aplliances in SEARS. I strongly recommend getting the extensive service agreement to avoid being left in the blue. ! Word to the Wise: Do your research thoroughly and buy the best!
UPDATE: For the sake of being fair I must inform that after we called SEARS and complained about not having a range till the 14th, today Friday 4, the store manager called and to our surprise offered to lend us a "loaner range" until the other one gets fixed (something that is included when you purchase an extended service agreement!) so please note that they have acted much better than I anticipated and as far as Big Mama and myself are concerned we will shop again in Sears. Thank you for reading, sorry took so long and I am glad I am in the greatest country in the entire world. Peace and Love.
     
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grandma005 on 05/02/2007:
I thoroughly enjoyed reading your story. It is quite long for a complaint. I hope that you and Big Mama get your stove fixed.
Slimjim on 05/03/2007:
Sorry I lost interest halfway through to hear what the problem was. Sticking to pertinent facts without the unnecessary filler would be a big help in getting your complaint across.
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Replacing The Front Panel
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YREKA, CALIFORNIA -- Using the oven like normal I received an error message F2. I pushed buttons and the beeping finally stopped. I cleared and reset the oven as described in the manual. Following the reset parts of the panel would not operate the warmer drawer or warmer burner. The oven portion of the panel required tremendous pressure to engage the oven.

I called the repair service and they came the next day. The repair person did an excellent job of diagnosing the problem. However, the problem was the whole panel needed to be replaced and it was not from user neglect. It just happened. It is sad that the company cannot cover the cost of something they sold me, that should work. What ever happened to push buttons. The convenience of technology is going to cost me $411.00 this of course covers the $70 they charge me just to tell me I need to spend money.

This is ridiculous. I actually thought about buying new one. But that's ridiculous also because the oven is only two years old. You would just suspect that a company can back up a panel for a few years. Here's our product, and did we mention it sucks. If you by insurance you have about a $150 to renew it each year. And just like everything if you buy that insurance, the oven will work flawlessly. They get you coming and going.

Why can't they just make a judgment call every once in a while and realize to keep customers, you should analyze the circumstances and reality of the problem. I am very frustrated and will never buy their product again. And that's a promise. The cost of replacing an oven part that should work for more than two years, doesn't come close to the walking billboard I will become to let people know what a horrible representation it is for Kenmore to make me pay more money for their defective merchandise that graces the kitchen in home.

Venting does not provide justice, and it never will. But I at least feel better that someone might read this and consider their choices.

Overall I believe Kenmore as a company attempts to please it's customers, I however do not fall into that category since the purchasing is over, and the repairs have begun.
     
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Kenmore Electric Range Handle
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I purchased a Kenmore electric range when we built our home. I did not want to go with Kenmore because of problems that we had with a washing machine, but relented when my wife wanted to get the range. Shortly after we bought it (within 3 months), the handle came off. I screwed the handle back on and thought that it was just something that was loose from the factory. That has since happened 3 more times and now, the handle is stripped out and won't screw on anymore. I measured the screws, and the side that keeps falling off is shorter by a fraction then the other side. I called Sears to complain and ask for some new screws, but they said that they could send me a new handle and screws for $50. I'm done with Kenmore. Now my wife has learned the lesson as well. Don't buy their junk. Spend a little more and get better quality.
     
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