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Fridge, Washer, Stove & Service COMPLAINTS
Posted by on
FLORIDA -- We have a house full of Kenmore products. NEVER will I purchase them again. All have been a problem. I've was a devoted fan for many years. I have a side by side Kenmore fridge, 6 years old. Model #10656532400 series. After only 2-1/2 years the ice maker module broke. Three times I've replaced the same part, all since 2007. Cost is $200+ each time and that's with my husband installing. Water filter has tripled in price since I purchased. Water taste is still poor even though we used to replace 3x per year. We stopped using both the ice maker & dispenser. Installed a used ice maker in the garage freezer that works great. And not a Kenmore either. Also have a Electric range, glass cook top model #790.9621.2408. This is only 3.5 years old. Cook top shattered when it was just 2 years old. It was due to a defect so the tech said. Luckily under warranty at the time, but it still cost me $75 to have them install a new one. Cost to replace the cook-top is over $400. Just last week, the right back burner stopped working. $87 later and no warranty. The bottom of the oven door rusted after only 1.5 years. And that is in a climate controlled house. The left side back burner vent gets so hot it has permanently darkened the paint. Scrubbing only removes the paint. And now the timer went on my washer, model #100.24732300. Washer is 6 years old. Cost for that part is $113.90 and $15.99 for shipping that will still take a week to get. Cost to ship a part that small is about $5.00. I also just bought a cast aluminum patio set in October 2010. 2 of the swivel chairs have already broken. I called and emailed Sears three times to return the item. Nobody would help me with the return, all said they would have a manager contact me. Which never happened. BE WARNED, stay away from Sears! I was a Gold Card Member, until I cut it up and returned it to Sears with a letter explaining why. I've never been contacted about my complaints.
     
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Alain on 12/01/2010:
See if an e-mail to smsupport@searshc.com gets a response.
SearsCare on 12/01/2010:
Dear Dee2cape,

My name is Scott and I'm part of the Sears Social Media Support Team. I found your post here and I wanted to reach out to offer assistance. I'm very saddened and concerned by what I've read here concerning all of the issues you've faced with your various Kenmore appliances. I'm terribly sorry for all the trouble, inconvenience and frustration you've endured. We are a single point of contact for problem resolution within Sears corporate. One of our dedicated and personal case managers would oversee your case from start to finish until you are satisfied with the outcome. 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 appliances were purchased under and we will call you at your convenience. In addition, include your screen name (Dee2cape) in the email so we can reference to your case.

Thank you,

Scott J.
Social Media Support Team
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Burned a 4th time by Sears
Posted by on
When will I learn that Sears products are just not what they used to be? After purchasing a gas range, refrigerator, stackable washer and dryer and a dishwasher from them, nothing but headaches from all.
Poor customer service regarding timely repair/replacement of the aforementioned appliances. A dangerous, faulty oven door handle that nearly killed my toddler when the entire thing flew apart upon opening the door ang the glass slid out onto my child...they had the nerve to nickel and dime me for their death trap of an oven after I repeatedly contacted them telling them the bolts holding the door together were TOO SHORT!!!! The repair man that eventually came admitted the product was dangerous, defective, etc. and didn't bill me even though Sears argued with me and tried to force me to pay it before they would set up the service call.
Now the dishwasher....
purchased in 2008 no problems...suddenly the cycles are haywire and it won't come off of heated dry. I dread making a service call to Sears. Product is no longer under warranty and I refused to waste my $$ on the Master Protection Plan since they have run me around nearly every time I've actually needed service on a product.
So So sad that this company seems to have forgotten how to maintain good customer service with its loyal customers. Impossible to talk to a manager or higher-up over the phone until the problem escalates to a screaming match. Rude service on phone, lengthy wait times for service, often with no-shows. My refrigerator was a no-show delivery, then they dropped it off of the truck and banged it all up, hence causing me another 5 days without one.
Get it together Sears, I'm not drinking your kool-aid anymore.
     
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Venice09 on 10/11/2010:
That's the problem with the Master Protection Plan. If they can't provide good service then it's not only a waste of money but it will also cause you continued grief.

Good thing they fixed the oven. I'm surprised there wasn't a recall.
idontthinkso on 10/11/2010:
Sears is dead. So is his company. The corpse of the company continues to shamble. Beware..
Anonymous on 10/11/2010:
Agreed. I recently bought a washer and dryer from Sears, and also a lawnmower and weed eater because they offered interest-free payments for a year. My washer or dryer is NOT Sears brand. My lawnmower and Weedeater is, so I have been VERY GENTLE with it, and making sure to use it properly.
Inat on 10/11/2010:
I dunno - I have a house full of "Sears" appliances and tools. Only had two issues ever and both were resolved quickly and efficiently.
Venice09 on 10/11/2010:
As I always say, I've had good luck with Kenmore appliances, which is Sears brand. I don't see a lot of complaints here about Kenmore either. The complaints are usually about other brands sold at Sears.

The only problem I ever had with Sears in over thirty years was trying to get an appliance replaced under the lemon clause of the extended warranty. Other than that, I have always been satisfied with the merchandise and service.
SearsCare on 10/20/2010:
Dear angiemama,

Please accept my apology for responding so late to your post here; I've only just now come across it. I'm very concerned by what I've read. I'm truly very sorry for all the inconvenience, frustration & disappointment you've endured with Sears. After reading your post, I definitely see & understand your cause to feel this way. Sears has always stood for the highest quality products and customer service; it's clear we've let you down tremendously. I'm Scott with 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 oven & dishwasher was purchased under and we will call you at your convenience. In addition, include your screen name (angiemama) in the email so we can reference to your case.

Thank you,

Scott J.
Social Media Support Team
JES41010 on 10/20/2010:
angiemama. I have had almost the exact same experience tonight with a 665 Kenmore dishawasher. Different repair needed, but my customer experience was one of the worst I've ever experienced HORRENDOUS. I took the time to call the Sears Appliance Store down the hill from my condo complex and explain why I will not be buying my scheduled appliance purchases from them-and will tell my neighbors not to do so also. I will warn others whenever the opportunity arises. Consumers have to stick together.
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Do NOT Buy a Kenmore!
Posted by on
Two years ago, when we began our mostly DIY kitchen remodel, we bought a Kenmore Dishwasher and a Kenmore Range, spending about $1,000 total. We do not have a lot of money, so this was a huge expense for us.

First, right after the one-year warranty passed, our range began malfunctioning in a disturbing and dangerous way. The burner would heat to blazing hot, no matter what temperature it was set at, and would refuse to turn off when we turned it off. I spent several days fighting with Kenmore on the phone, and they finally sent someone to fix the malfunctioning burner. Not long after, the other burners started doing the same thing. Not long after, I saw that some Kenmore flat-top ranges had been recalled for doing *exactly what mine was doing*:

http://www.cpsc.gov/cpscpub/prerel/prhtml09/09333.html

I called Kenmore to tell them that mine was obviously a lemon and should be recalled, and that the recall says that doing what my range was doing constitutes "a fire and a burn hazard to consumers." The guy basically said, sorry too bad and was very cocky and told me that if mine specifically wasn't part of the recall, they would do nothing, regardless of if I "feel" it's a fire and burn hazard. I couldn't believe his attitude.

Second, the dishwasher. A few months ago, it stopped cleaning the top rack and stopped getting the soap out of the dispenser. It was diagnosed as needing a new pump, which costs almost as much as buying a new dishwasher. At less than two years old. Now Sears wants $200 to fix it. Hmmm, do I give this company $200 more of my money and reward them for making crappy appliances that crap out right after their year warranty is up? Or do I put my defective Kenmore on the curb and buy a dishwasher from a real company?

We just now finished our remodel and the "new" appliances we bought, after just barely two years, have both crapped out and are worse than the old ones we got rid of.

Learn from my mistake - DO NOT BUY A KENMORE!!!!!!!!
     
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Venice09 on 03/31/2010:
Have you checked to see if your stove is included in the recall? If not, you should do that right away because I agree that it's causing a dangerous situation.

I understand your frustration, but I have had my best luck with Kenmore appliances. The thing is though that it IS a matter of luck, and we shouldn't have to rely on that to get our money's worth out of an appliance.

I hope you get a response here from Sears and they are wiling to help you out.
SearsRuinedMyRemodel on 03/31/2010:
Thank you for your comment. I did check, and my range is not part of the recall, even though it's doing exactly the same things as are classified the the federal government as "fire and burn hazards" to consumers in the recall of other flat-top Kenmore ranges. I made a complaint today to the CPSC, but I'm not sure how many complaints it takes to get added to the recall. I realize that anyone can have bad luck with an appliance, but Sears/Kenmore's attitude is really disturbing, that the guy basically told me Kenmore/Sears did not care if my range was doing things that were classified as hazardous and caused other ranges doing the same thing to be recalled. Basically, it was an attitude of if no one is forcing us to do the right thing, we won't do the right thing.
If you've had good luck with Kenmore, I'm happy for you. But having two appliances crap out before they're even two years old and having lost $1,000 of my money to Sears/Kenmore, is enough to put me off that company forever. Also, their attitude about the safety hazard was disturbing to say the least.
Venice09 on 03/31/2010:
I completely agree with you about the attitude. When are these companies going to realize that how they treat customers is the key to keeping them?

I read a lot of frivolous complaints that have very little merit, but the ones about today's appliances are valid. I too would be very unhappy with a company that made light of a serious defect. I hope Sears responds to your review with a positive outcome.

Good luck!
wisdomVSknowledge on 06/10/2013:
Kenmore Oven Model# 79040459800, defective front cover glass will exploded at anytime, oven does not have to be on. Serious risk to eyes. Sears and Kenmore both refuse to address the matter or respond to the consumer. I've found tow other blogs addressing this same problem with this same model as well as other models. Kenmore is crap!
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Sears service
Posted by on
ALTOONA, PA -- I cannot believe how Sears service has deteriorated in the last four years. There service used to be excellent, but not anymore. I purchased a refrigerator in 2008 and after 1 year and three months, all three of my slide out shelves cracked in the same spot, not the glass but the plastic holding the glass. Sears said they would be glad to send me additional shelves at $64.83 each plus shipping. THEY DON'T SEEM TO CARE THAT THERE HAS TO BE A FACTORY FLAW IN DESIGN, as all of my shelves would not have cracked in the very same place. If this message saves even one person from making the mistake from buying anything from Sears anymore then I feel BETTER.

GO TO SAMS CLUB OR A STORE THAT JUST SELLS NAME BRAND APPLIANCES BUT NOT KENMORE
     
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Anonymous on 12/18/2009:
I'm not a fan of Kenmore. I know a lot of people who worship Kenmore appliances but I don't. My grandfather worked for Sears for over 30 years. That was when it was Sears & roebuck company. Sears defintely isn't what it used to be. That goes with any company any more. Especially in these hard economic times.....everyone is doing what they can to save a buck. Its just the way it is.
Anonymous on 12/18/2009:
"GO TO SAMS CLUB"

for appliances? Go to an appliance store..you will get better service from people that appreciate your business
qualityappliance on 12/18/2009:
Sears puts everything out to bid so in order for the manufacturers to compete they cheapen down the products and in most cases offer no warranty.

As for Sams Club, they do the same thing and even with many other products. I agree with TW that if there is a dealer in your area that also provides service you would probably be much better off. If not then Costco would be the better alternative as they sell Whiirlpool appliances and you receive an extra year factory warranty, so even on the bottom of the line you get 2 years parts and labor covered by the manufacturer.
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Kenmore made by Amana for Sears
Posted by on
This fridge is only 2.5 years old it started freezing my eggs and vegetables earlier this year, the repair man says the baffles tha regulate cool air flow from freezer to fridge are fully open and that they should be partially closed and fluctuate to regulate temperature in the unit. This is a cost to me to repair as it is no longer under the 1 year warranty.... however it seems to me that this is a defect and not one regular use could have made, just because the defect doesn't show its ugly head for a slightly longer period somehow it's not their defect to repair... I disagree the repair will cost just under 30% of the purchase price... shame on Amana, Kenmore and Sears. as long as it lasts past the short warranty, but they know its their defect they should at least replace the part for free...... Don't purchase Sears, Kenmore, or Amana fridges
     
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Anonymous on 10/09/2009:
Turn your inside setting to a warmer one. My fridge started doing this and when I turned it down, it stopped. Mine is 6 years old.

Out of warranty, your cost. Get the extended warranty. ALWAYS.
qualityappliance on 10/09/2009:
The cost of the repair should be nowhere near 30% of the cost of the refrigerator. Depending on the model the diffuser assembly should cost about $35.00 and take maybe 10 minutes to replace.

I am guessing that you are dealing with Sears/A&E for service because it sounds like their pricing. Contact a local reputable Whirlpool authorized repair company and you should get a fair repair estimate.

I strongly disagree with LS above regarding extended warrantys. NEVER buy an extended warranty offered through Sears because then you are stuck with the non-service provided by the untrained and unknowledgeable Sears/A&E parts changing monkeys.
Anonymous on 10/09/2009:
Quality, it is a proven fact that most items once they go non stock that the cost to fix is near half what a new one costs. The reason being is that the manufacturer does not want to keep manufacturing parts for an old unit.

My dryer cost me $150. When the little knob broke, it was going to be $40 for a new one. A piece of plastic. I use a pair of pliers.

Extended warranties keep you from having the problems you have now. They are for the manufacturer, no the retailer.
qualityappliance on 10/13/2009:
The refrigerator is only 2.5 years, parts are readily available.
Bananarama on 12/18/2009:
I read all about the rat race Sears puts their customers through when trying to have an appliance repaired. When my Sear Kenmore Elite Trio failed this week, I called a local independent company to fix it. They will be here momentarily with the compressor and will repair it for about $300 less than Sears would have charged.
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Cracked Shelves
Posted by on
Rating: 1/51
BALTIMORE, MARYLAND -- 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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trmn8r on 11/14/2012:
I've heard that the quality of materials used in appliances has gone downhill - this isn't the first complaint like this one.
At Your Service on 11/14/2012:
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.
ok4now on 11/14/2012:
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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Your throw away products
Posted by on
Rating: 1/51
STERLING HGTS., MICHIGAN -- Microwaves handle finish is coming off after one year. Refrigerator ice maker stoped working, then the door started making noise when I open it. Now the water doesn't come out and this will be the 5th repair person to come out, this is one year old also
     
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Kenmore Electric Stove Catch Nearly Explodes Stay on for 2 Months, Start by Itself!!! I Nearly Lost My House
Posted by on
Rating: 1/51
PORT TOWNSEND, WASHINGTON -- Need my electric bill of this summer being paid by Kenmore and a new stove (the old one has melted)
     
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copper_works_ on 09/07/2012:
What happens to these stoves is in the motherboard, the wiring is so thin that when the stove is hot or the self-cleaning oven has been used. The wires melt and start making connections they shouldn't and the stove, oven or broiler can start on their own. This can happen even on cold appliances the wiring expands or contracts with room temperatures.
Here is a recall notice. Other stoves have the same problem but have not been recalled.
http://www.cpsc.gov/cpscpub/prerel/prhtml09/09333.html
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Don't buy a Kenmore dishwasher!!
Posted by on
This dishwasher, model # 665.1374, lasted only 1 1/2 years. Sears and another repairman told us it would cost about $400.00 to get it repaired and that it would be better to just buy a new one. We were also told that this happens all the time now to all appliances, the control panel goes out and the cost is prohibitive. What kind of world do we live in????
     
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At Your Service on 09/08/2011:
It doesn't happen ALL the time with ALL appliances, but the potential is there.

I would tell you, when considering the dishwasher to replace this one with, don't purchase contractor level! This is the worst thing to do. You can buy cheap and find out the product will have less a chance to hold up. Pay a little more and get one that is at least a good, mid-range unit. You might also consider doing some comparative shopping on additional warranty programs. Buy the dishwasher from someplace that offers the product at a reasonable price and offers great, reasonably priced extended warranty support.

Even though you're frustrated at Kenmore or Whirlpool right now, I'd take the time to consider a Whirlpool DU1300 series dishwasher. It's rather well built and I bet you can find it somewhere around $400.

Best of luck.
trmn8r on 09/08/2011:
It happens *more often* now, but not all the time. The first reply contains good advice.
ok4now on 09/08/2011:
Explore this site and you will find numerous negative reviews for Whirlpool / Kenmore products. They were once the gold standard in appliances but no more. They advertise the brand name but sell inferior products. To add insult to injury expect delays and excuses for repair. Do not despair. SearsCares monitors this site to do damage control. Shortly you'll see a "caring message" offering you their assistance. It's all B.S. All they care about is their product image (more sales) and not your problem.

You're up next Venice on this one.
WP2008 on 09/08/2011:
My name is Kyle and I am a representative of Whirlpool. This particular product is a Kenmore appliance and is not affiliated with Whirlpool. Please direct your complaints regarding it to them directly.
At Your Service on 09/08/2011:
Thanks trmn8r. There isn't a brand on here without complaints. Frustrating but true. Any brand out there sells thousands of appliances every day and a certain portion of them will run into problems before the consumer believes they should. This is why I'm such an advocate of shopping warranty coverage within a person's decision to buy.

Anyway, I'm glad Kyle pointed something out very important. Kenmore is a Sears only brand name. Kenmore doesn't build anything but contract their services out to other companies to make a product and put the Kenmore name on it. At one point Whirlpool was making a lot of their products, but by no means all. Over the last couple of years, the trend has shifted and it's LG that has started producing more and more of Kenmore appliances. So it is very true; Whirlpool really doesn't have anything to do with this complaint. Thanks for the clarification Kyle.
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Kenmore Refrigerator
Posted by on
I bought a new Kenmore refrigerator from Sears in 2005 and it went bad just a few days ago. I put a new relay starter on the compressor and it burnt that one up. I then was told it was the compressor its self the compressor is more than a new refrigerator, I have my old one in the garage have had it for 30 years and it still runs.

I just think that its pretty bad that I have to throw it out when the repair is more than I can buy a new one for.
     
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SearsCare on 04/05/2011:
To Hodge;

Hello, I'm Gerald F. with Sears Cares. I sincerely apologize for the issue you’re having with your Kenmore Refrigerator. I truly empathize with you about having a quality appliance and it suddenly stops working as it should. Please send us an e-mail to SMSupport@Searshc.com with contact information such as, the phone number your Refrigerator was purchased under or the address where it is located so we can further assist you with this issue.

We are a group of Social Media Senior Case Management Specialists empowered to right the wrongs that sometimes happen to our valued Sears Customer. We will become your “Point-Of-Contact” and “Advocate” to assist you with this issue and help get it resolved to your satisfaction. Please let us hear back from you soon. Remember, Sears Cares, we really do!

Thanking you sincerely,
Gerald F.
Sears Cares
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