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Kenmore Ergo Elite 3 embroidery machine
Posted by Tawanda on 03/06/2006
LAS CRUCES, NEW MEXICO -- In October 2004, I went to my local Sears store (Las Cruces, NM) to look at sewing machines. I've grown up with stories, as many other consumers have, praising the quality (not to mention the longevity) of the products sold by Sears.

My mother remembers with fondness an old treadle style sewing machine owned by her grandmother - purchased at Sears (which one of Mom's cousins took when her grandmother passed on to her reward). That sewing machine still works to this day!

Sears had just introduced the "Kenmore" Ergo Elite 3 embroidery machine and, as is status quo in Las Cruces, at least - they only had the floor model in stock.

The Sales Associate was polite and made a point of drawing my attention to the "sale" price of $1,499.99 (normally $1,999.99), with the added "bonus" of completing a rebate form and receiving (49) additional presser feet. She also made a point of telling me that all of their higher end "Kenmore" machines were manufactured for them by Janome - a name I trusted. (Lower end "Kenmore machines are manufactured by Brother).

Well, I bought the speech - and the machine (it was, after all, more affordable getting a Janome machine from a national retailer with buying power than it was to go to my local Janome dealer and pay three times as much for an identical product). The sales person tried selling me the infamous "extended warranty" as I've bought so many times in the past (and I learned my lesson... I thought) for the nominal price of $339.00 a year. Although the machine had a one (1) year warranty, I was told that testing complaints with the Unit stemmed from the touch screen failing after hours of constant hard use - something I would not be doing to the machine. I was confident in the Janome name behind the machine and I honestly did not expect the machine to fail.

Although I paid for the machine at the time of purchase, it took over a week for it to arrive - not in keeping with the promised delivery time. I had to go to the Sears store to pick it up (UPS would have brought it to my home for an additional $50.00 charge), but all in all, now that I had the machine I was happy with it.

Within three (3) months that "honeymoon" was over. Although I was using the machine infrequently, I had to service it at least once per use. It has also developed a very loud clicking sound that persisted after stitching (simple straight stitches any machine should be able to perform) for just two or three minutes. I was constantly referring to the Owner's manual looking for information / assistance - anf for the dozens of pages that made up the manual, there was no real guidance for servicing the machine aside from cleaning lint out of the bobbin relay.

Confident my machine was under warranty, I began to read that section in detail only to learn that I had been LIED to. The Ergo Elite only has a NINTY day warranty - not the full one (1) year warranty I was promised at the time of purchase! I called the trouble line listed in the Owner's manual (JAMAC, Inc. - subsidiary of Sears) incessantly leaving detailed messages and seeking guidance. Was my issue under warranty or wasn't it? No one ever answered their phones and they were proving to be incapable of returning telephone calls.

Cleaning the machine incessantly allowed me to sew with it and minimize the clicking noise, but it was dissappointingly the first machine I had owned that required more time to maintain it than you were able to sew with it. Needless to say, I didn't get much sewing done.

By August of 2005, although I may have had all of fifty hours of sewing time on the machine, it experienced a complete power failure and was now useful only as a VERY pricey, oversized paperweight. Calls to JAMAC, Inc. for troubleshooting assistance (was it a warranty issue or wasn't it?!?) were still being ignored. By now I had received only one call back with a canned message of "returning your call". I was livid! I had been leaving detailed messages explaining my issue - the least they could have done is left the answer to my question on my machine.

When I tried to return the call I was further dismayed - now their answering machine was so full of messages that I couldn't even leave my return message. It took the better part of a week for me to be able to leave a message again! By now I was really starting to wonder how many other unsuspecting consumers had experienced the same problems I was without resolution. Why else is no one ever available to answer the phone during promised business hours?!? Why is their answering machine so full that it can't receive any more messages?!?

Frustrated and tired of being able to use my sewing machine, I took it to my local Janome store for servicing. Three weeks later it came back - UNREPAIRED - IRREPARABLE.

Although the machine is manufactured by Janome for Sears, it is made to Sears' specifications - not Janome's. Two thirds of the parts in the machine are non Janome parts - they are, in fact, brandless "junk" parts that can not be replaced by anyone other than Sears. The few Janome parts of my machine were functional, but the junky electronics and other parts had stopped communicating with the Janome parts. My thread tensioner was already in need of replacement and no longer functioned. The repairman was stunned by the lack oof quality in this machine. He called Sears as I had done, seeking assistance. He wanted to know where he could find the components necessary to make my machine functional. Instead he was told to close the machine up and send it to a Sears repair center in Dallas, TX accompanied by a check for $600.00!

The machine, instead, came back to me. My repairman was kind enough to eat the bill for looking at my machine and urged me to get my money back.

I've been trying ever since...

I called my store, first. They were of no assistance and refused to answer me when I asked about the failure / return rate of the machine.

I then filed a complaint against Sears with the Attorney General's Office (State of New Mexico) Consumer Protection Division.

In New Mexico, as long as you have not taken formal legal action against the Company you are fighting with, you can ask the Office of the Attorney General - Consumer Protection Division to intercede.

The first week of October 2005, I received a letter from the CPD. They had contacted my local Sears store and received a sugary response from its' Manager, a Patricia Mender. She sent them a printed page off of their computer system stating that the Ergo Elite 3 did, in fact, have a one year warranty - in direct opposition to the statements made in my Owner's manual.

The letter encouraged me to contact Ms. Mender for a seemingly quick, amicable, and painless resolution. I packed up my machine and headed straight for my Sears store. I went to the sewing machine area and showed the Associate the letters from the AG and Ms. Mender. As it was after 7pm, I didn't expect Ms. Mender to still be in the store - I just wanted to find out how we were going to come to an amicable resolution (I wanted them to take their machine and put it somewhere impolite, and refund the purchase).

Instead Ms. Mender appeared after making me wait five (5) minutes and began dressing me down, yelling at me in front of her employees and other customers. She was furious that I had reported her store to the Attorney General's office and seemed bent upon making an example of me.

According to Ms. Mender I invalidated the warranty when I allowed my Janome repairman to touch my machine. I was attacked for not calling the (800) MY number (Ms. Mender just kept moving closer and closer, hands on hips, towering over me with her attitude) to which I responded I had called the number referenced in my Owner's Manual. She berated me for not calling the correct number - but if the number in the Owner's manual is incorrect, WHY is it there?!?

If my machine were truly under a one (1) year warranty as alleged by Ms. Mender, why was I never provided with written confirmation of such at the time of purchase?!?

"Ms." Mender's conduct was so eggregious a person of lesser patience might have struck her in response to her bullish, immature, and unprofessional attack.

I was hatefully escorted (by several employees) to the Service Department and told they would look at my machine - only because it was still warrantied - but that I would be liable for the charges (so how is that "warranty"???). With that Ms. Mender turned on her heels and stormed off.

A week later Sears repair called and said the machine only needed to be "cleaned" and it was perfectly functional. It remains at the Sears store to this day. I refuse to condescend to set foot on Sears property after how their "Manager" behaved.

The Attorney General's Office is as upset as I am by Ms. Mender's conduct - she lied to them - and they are still fighting with Sears for me. At least they respond when the Attorney General calls - although that's about all they've done so far. Still no refund.

I am boycotting all Sears and K-Mart locations as is my family - and I actively encourage others to do likewise. I can easily take their sales ads to other retailers who will be only too happy to price match.



I am also INCREDIBLY disappointed in Janome.

Realizing this is a Company of Japanese origin, it amazes me that they would sully their reputation in such a terrible fashion. Does the revenue generated for them by Sears keep their company afloat? Are they in that poor a financial condition (which I find quite hard to believe)?

Why else allow Sears to compromise their own reputation?

Fool me once - shame on you. Fool me twice - isn't going to happen. I won't spend $6,000.00 on another Janome "machine"...

I'm boycotting Janome, too.

     
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Posted by crabby on 2011-06-07:
"I'm boycotting Janome, too."

Why? You yourself said that Janome made the machine to Sears specifications. Sears obviously forced Janome to lower the input costs of the Ergo Elite. What you bought was a cheapened machine, not a real Janome.
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Defective Range
Posted by Kathleen9746 on 09/07/2010
HOFFMAN ESTATES, ILLINOIS -- Purchased a Kenomore Elite Range Nov, 2008. July 2009 the display unit malfuncitoned and I called Sears, it was still under warranty so they fixed the problem, so I thought.
Jan 2010 same exact problem, called Sears and they told me that it was out of warranty and they would not fix it. I wrote a letter to Sears and the BBB, they fixed the unit, and while the service person was here stated they were doing a lot of replacing the display units on this model stove.
Aug 2010 again the same situation, Sears will not stand behind there product and fix the defective stove.

Buyer be ware, you know the saying you get what you pay for, this was not the most expensive stove out there, but it was not the cheapest by no means, be careful as Sears does not care about customer satisfaction or keeping their repeat customers, NO LOYALITY.
     
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Posted by Allenam2 on 2010-09-08:
CAUTION!!! We had the SAME PROBLEM with our Kenmore Elite Electric Range and the circuit board CAUGHT FIRE!!! If we were not home and had pot holders above the stove our house would have been gone. There are singe marks up and down the wall behind the stove. If you have this stove, and it flashes "PF" on the digital display make sure you REMOVE EVERYTHING ABOVE AND BEHIND THE STOVE!!! I understand your frustration with the warranty and manufacturers not standing behind their product- but please be careful because THIS STOVE IS A FIRE HAZARD!
Posted by SearsCare on 2010-09-08:
Dear Kathleen9746,

I found your post here and wanted to reach out to offer help. I'm so sorry to hear about the continued trouble regarding your Kenmore range and the resulting service calls. I can understand how the repetitive problem would definitely cause frustration and stress, but the problems you've encountered having it repaired by Sears only amplified the feeling I'm sure. I'm Scott with Sears Cares Escalations; we'd like to try to assist you. 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 (Kathleen9746) in the email so we can reference to your case
Thank you,

Scott J.
Senior Case Manager
Sears Cares
Posted by Helpful on 2010-09-15:
So when you purchased the unit, Kathleen, what was the agreement as for warranty coverage? Did you purchase an extended service guarantee to have Sears cover said problems?
Posted by Kathleen9746 on 2010-09-16:
TO Helpful:

I am speaking of a defective issue, as stated in my original complaint. (READ!) This is not a warranty issue. Please only response if you have something helpful to add.
Posted by Anonymous on 2010-09-16:
Yes, Kathleen, I totally agree with your assessment. Yet another defective group of appliances. Thank you for the post.
Posted by Venice09 on 2010-09-16:
I'm on your side, Kathleen. There's a difference between defects and warranties. It's unfortunate that people who think they are helpful don't see it that way. I'm glad you saw through that and caught on. I hope you've contacted Scott from Sears Cares. I've seen some good results here from them.
Posted by Helpful on 2010-09-17:
With all respect, Kathleen, are you trying to state that "warranty issues" have nothing to do with a product becoming defective? Hmmm. I would think the whole reason for a warranty is to take care of defective issues. The product definitely wasn't defective at the factory, as it worked until July of 2009, per your statement. Being under "warranty" this was covered without issue. The next repair was said to be the same thing, but it sounds like Sears agreed to take the hit in favor of supporting the customer.

Look, if your agreement with Kenmore and Sears was a warranty that the product would function for a year, they've more than stood up for such an agreement. It sounds like you determined that you didn't care for an guarantee that it would last longer.

Check one of my blogs entitled "Buying Right". Assume and fume.
Posted by Kathleen9746 on 2010-09-18:
To MR. Helpful: From this consumer's perspective your comments are not so "HELPFUL". Do you work for Sears? Why are you defending them so.....
Defect- a failing or deficiency
Warranty- a written assurance that some products or services will be provided or will meet certain specifications.
I am not as ignorant as you make me out to be. I am talking about a DEFECTIVE part that malfunctions and the exact same part being replaced approx every 6 months.
Posted by Helpful on 2010-09-18:
I'm sure sorry you feel that way Kathleen. Sometimes the best help one can give is highlighting someone's error(s) in an effort to not repeat them. It's interesting that you may assume that one works for a retailer or manufacturer just because they take this point of view.

I can sure appreciate your frustration and can understand your perspective in the matter. Typically, this situation would either fall under the warranty provided at the time of purchase; either the manufacturer's original warranty or the retailer's extended warranty, or would be covered by the warranty of the service and parts. By your ongoing description, it sounds as neither is in effect which is why you are being told the cost to cover the issue is upon your own shoulders. Have you spoken any further with Sears about this? Have you yet decided to handle the cost yourself this time around?
Posted by Venice09 on 2010-09-18:
Kathleen, excellent thoughts and observations. An attempt to make you look or feel ignorant is part of the game.

If there is no distinction between defects and warranties, then defective products wouldn't be repaired for free under a recall when the warranty is no longer in effect. For obvious reasons, voluntary recalls, although necessary, are not so popular with these companies. That's why problems like yours fall between the cracks. Why should the consumer be stuck with defective merchandise just because they didn't buy an extended warranty? An extended warranty should be unnecessary if the product is worth buying in the first place.
Posted by Kathleen9746 on 2010-09-21:
I wanted to thank everyone for the support. Sears fixed the stove this past Saturday,at no cost to me. I just have my fingers crossed that this fix is the real fix, and would like to put this whole experience behind me.

Also to let you know of this webiste that may help some folks out there.
http://www.recalls.gov/

Posted by Venice09 on 2010-09-21:
That's great, Kathleen! Just curious, did Sears Cares help you with this?

Thanks for supplying the link. I wonder if it's posted anywhere on this site. It's very helpful.
Posted by Handy Manny on 2010-10-08:
To all parties,
I have a Sears Kenmore Elite Dual - Fuel Stove Model 790 46813 991. I had an extended warranty and had to replace the main display board three or four times so far. Seems that this unit is really susceptible to power outages. Everytime it goes bad there is a power outage. I have had my house electrical system checked for proper grounding and I was told It was per code. It's an older model stove 10-11 years old but I have spent close to $600 in boards out of my own moeny plus warranty changes thus far. I find it frustrating when I have now nearly bought the stove twice in spare parts once I fix it yet again.
Posted by Bird57 on 2011-02-15:
To Helpful: In Illinois they have the "Lemon Law" which makes great sense and applies in this situation. If you buy a car and the same thing has to be repaired three times, then the car is deemed a lemon and the dealer must offer you a full refund. This is irrelevant of the warranty or any extended service agreements you might have signed up for. It is one thing to stand behind your product for one year to cover defects. It is quite another to know that you have a major design flaw that you are not willing to correct on existing sold units via a recall and repair. IN case you are wondering my Mother has one of these stoves and it got fire as well. I went on the internet and I am shocked at how many people have had similar fires and Sears' response has been inadequate. I feel that they should step up and make the repairs if they want to continue to stand behind their products, warranty, service agreement or whatever.
Posted by myexperiences on 2012-11-08:
Had the same thing happen - Kenmore wall oven - now gone through 3 control panels in about 4 years. terrible waste of money.
Posted by Patricia Carlson on 2013-01-28:
WARNING CONSUMER DO NOT BUY KENMORE ELITE STOVE 2013, OVEN GLASS BRAKING DURING OVEN CLEANING. IF YOU NEED PROFESSIONAL OVEN BUY JEN AIR
Posted by Mrs. George(Arlene) Bostic Sr on 2013-05-23:
I was preparing dinner and opened my oven door while baking and was cut by the very sharp and dangerous corner-edge of the oven door. We carry Sears Service Agree-ments so I called Sears. The repairman says it is nothing they can do because our stove is no longer under warranty - we still have a service agreement. This is a dangerous defective oven door not a wear and tear situation and I feel Sears should have replaced the door and without charge. Now my family has to be on edge to avoid being cut the rest of the life of my stove. Sears has received thousands of dollars from us because we have always purchased our appliances from them but now I will be looking to other sources because I feel cheated in spite of what it cost us for the stove, the flat denial of resolution, and service agreement costs. Is there anything more that can be done about this situation?
Posted by SearsCare on 2013-05-24:
Dear Arlene Bostic,

We are terribly sorry to hear about the incident with your oven. We apologize that we were unable to provide the assistance you needed to resolve your concerns. We’d like the opportunity to discuss some available options to set your mind at ease, and so that you will feel comfortable with the oven in your home. We strive to ensure our customers are satisfied with their appliances and would like to help make that possible any way we can. 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 (Arlene Bostic), to smadvisor@searshc.com. We look forward to speaking with you.

Thank you,

Trent A.
Social Media Moderator
Sears Social Media Support
Posted by jason C on 2013-07-08:
we had a new house built last year, and had all new stainless steel Kenmore appliances installed brand new. our oven just took a dump after a year and a month :o(, when I called the sears help line I was informed I would have to buy a extended warranty for almost 300 dollars to have a sears person come look at it. this seems unrealisitic to me as I can just go get a brand new one for a little more. im sad this is the way things have changed into being all about the money and not about the customer.
Posted by Pat on 2013-07-20:
I recently purchased a home that had a 2006 ken more range. The first time I used it the handle fell off the door It took me and another person holding the door to get the screw, which very short, back in place. Then, the third time i went to use it the door handle fell off again. What a bunch of garbage. I have owned several appliances, and never has this happened. I called sears and it is going to cost $250 to come and put a new screw In the door, I don't think so! Now I know why I never buy sears junk.
Posted by SearsCare on 2013-07-23:
Pat,
We apologize for failing to meet your expectations with your range handles. We truly understand the inconvenience this situation has caused you with your time and money. My name is Liz and I am a member of the Sears Social Media Support team. I saw your post and wanted to offer our assistance. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss options and see what can be done to make things right. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Pat) 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,

Liz R.
Social Media Moderator
Sears Social Media Support
Posted by SearsCare on 2013-07-23:
Jason C,
My name is Liz and I am with the Sears Social Media Support Team. I found your comment here and want to offer some assistance. We sincerely apologize for the disappointing experience you have encountered with your oven. At Sears, we pride ourselves on making sure our valued customers are satisfied with our products and services and it appears we have failed met that goal. We would like to speak with you about your recent experience to see how we can make this right. 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 you have been assigned to reference your post (jason c ), to smadvisor@searshc.com. We look forward to speaking with you soon.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
Posted by Capt. George on 2013-07-31:
Repeatedly replacing a part the was not properly designed to start with only produce the same results. It will fail repeatedly. Take it from a Design Engineer..
A warranty should only have to cover manufacturing defects.
Poor designs should be covered as a recall with improved parts.
Posted by Rebecca Douglas on 2013-08-05:
I see that I am not alone. I have a Kenmore Elite stove. I have replaced the entire control board twice (bought in 2010) and once again Sears is telling me I am past the 90 day period and so they are trying to sell me the premium service option (again) for the same repair. I have always shopped Sears because their products were reliable. Clearly those days are over and Sears has jumped in to the scamming consumers game - selling low grade products with a short life and then repeatedly charging for the same repair over and over again. I can't express how disappointed I am and how much my family is effected by this as I simply do not have the money to fix this stove again.
Posted by Lynn on 2013-10-26:
I can now say I can't stand my Kenmore Elite stove. The control panel blew out last Friday, had a new control panel installed yesterday. And blew out the new control panel today. So, the new one lasted all of 25 hours, to be exact. I can't wait to see what this control panel looks like inside. The original one burnt the circuit board and had smoke all over. I'm lucky the house didn't burn down due to a faulty circuit board. Thanks Sears.
Posted by David Lee on 2013-11-20:
After multiple replacements of a circuit board component to my Kenmore Elite smoothtop stove, the stove element continues to stay on. This has to be the most ridiculous, dangerous design for an appliance to fail ON! I'd be slightly less disturbed if it failed OFF. Sears should really give customers money back for selling defective junk. I will make sure everyone I know to never purchase anything Kenmore from Sears. I can see why they're selling off all the flagship Sears stores in town at the rate they are losing customers!
Posted by sterlin25 on 2013-11-25:
here it is a few days before thanksgiving, my Kenmore elite smooth top dual oven is randomly beeping for some reason. from what i see in this post it may be one of many more to come. i called sears to schedule a repair, no service until 11-30-13. the person acted as if that would just be great for us! it is not since it is our time this to cook for Thanksgiving. so i have to get a expensive repair from a local vendor i'm sure. and seeing where this stove's control panel has caught fire , this will be the last repair i make on this one. if it goes out again it will go in the back of my truck and hauled to the local sears store with a giant sign on it saying DO NOT BUY KENMORE PRODUCTS!! i am so disgusted with the unit i want to do that today !
Happy Thanksgiving!!
Posted by SearsCare on 2013-11-25:
Hello sterlin25,

Thank you for taking the time to post. My name is Dianne and I’m with the Sears Cares Social Media Support team. We would be happy to connect you with one of our case managers to assist you with your stove concerns. Please send the following information – contact #, screen name (sterlin25), phone # used at time of purchase to smadvisor@searshc.com.

Thank you,
Dianne D.
Social Media Moderator
Social Media Support Team
Posted by Annmarie on 2013-12-15:
I have a Kenmore Elite electric built in oven model 790.48033800. I was warned by a technician who worked on the microwave above this oven in my home not to run the self cleaning cycle because that's what most of his calls in the neighborhood were for. I forgot and ran the self cleaning program. Now the oven will not heat. I think this does fall under product defect since I did not run the cleaning cycle before. Now the oven does not heat. This product is a PoS, and I already had not-so-great experience with Sears repair program previously with the microwave.
Why sell a product with a feature that causes the oven not to work? Where was your QAQC?
Posted by M ulstad on 2013-12-25:
Have elite dual fuel 79075503206. It is Christmas and cooking casseroles in oven smelled electrical smell opened oven and a fire started in theright side oven wall behind the sensor that turns on the oven light when the door opens. It was melted ...sparks and flames came out and you could see flames in the housing and vented to the back. The oven is 6 years old which seems from other posts the time frame before they had a fire. Had we not pulled the breaker concerned it would have caught cabinet on fire. Don't have the money to replace as it is an unusual size worried if it can be fixed the risk of fire. Any suggestions or experience. Merry Christmas :)
Posted by D. Gaines on 2014-01-02:
The oven/heating element of my Kenmore Elite dual fuel stove - Model No. 790.46833100 - caught on fire last night! What a frightening experience! But . . . what's even more frightening is the research that reveals how many other fires have been started by a defective heating element. How can Sears knowingly put people's lives at risk? We're reporting this to the Consumer Products Safety Commission: saferproducts.gov and escalating from there! This product should have been recalled!
Posted by Shannon on 2014-02-18:
Thank you for your prompt response and willingness to help.

I'm a single mother, living in a mobile home caring for my elderly mother who is in failing health and pre-teen son without support or Government Assistance. I work a Full Time Job and overtime to make ends meet. Under no circumstances do I look for handouts but in this case due to the fact that this is a LIFE SAFETY ISSUE that Sears is aware of and documented by the recall http://www.recalls.gov/ and Sears' responses on www.mythreecents.com, I implore you to replace my stove. I have had the burners mysteriously turn themselves on and nearly start a fire from a potholder left on the burner. I am not in a position to immediately purchase a new or even used stove and I would be a fool to own a stove that is a known fire hazard even after it has been repaired. If Sears cannot replace the unit, the only option I see to take with a clear conscious will be to take it to the scap yard. I would rather be cooking microwave and grill until I can purchase a new stove than risk using or selling this stove to anyone else.

If there are any options at your disposal to help, I would be forever grateful.
Posted by SearsCare on 2014-02-18:
Dear Shannon,

My name is Susan with Sears Cares Escalations team. We'd like to thank you for posting regarding your range issue. We certainly understand how upsetting the issue with your range has been for you and your family and would like to speak with you regarding possible resolutions to this situation. We value your business and want to help. Please send the following information – contact #, screen name (Shannon), phone # used at time of purchase to SMAdvisor@searshc.com.

Thank you,

Susan R.
Social Media Moderator
Sears Social Media Support
Posted by Julie on 2014-03-15:
We purchased the Kenmore Pro double wall ovens less then 4 years ago and they are complete garbage. They shut off in the middle of cooking all the time. Last night the whole back section where the convection fan is was glowing red. I have never used the self clean function and still have major problems with the control panel. Huge waste of money. Sears should recall these and stand by their name but they won't.
Posted by SearsCare on 2014-03-16:
Hi Julie,


Thanks for taking time to post concerning your new Kenmore Pro Double Oven repair needs
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Sears Washing Machine
Posted by Dougntina on 07/11/2008
SAN ANTONIO, TEXAS -- On March 7, 2005 I purchased a brand new "energy efficient" washer and dryer set from Sears and paid $1,909.79 for the set. Three short years later my washing machine quit working last Wednesday evening July 2, 2008. I spent all day Thursday on the phone with Sears repair centers trying to figure out what the F11 code meant that was being displayed on my washing machine. I was told that it was some type of electrical/computer problem and that it would take a technician coming out for a $70 service call to diagnose this problem as the warranty on this machine was only 2 years. I scheduled for the repairman to come to my home which they told me would be on Monday as Friday was the 4th of July holiday.

On Monday, July 7, 2008, a technician came to my home around 3:30 pm. - After hooking up his computer to my washing machine he told me that the part that needed replaced was something on the back- some type of main control board. He told me that he could either order a rebuilt one which would be $100.00 less than the new one but that a rebuilt one would take approximately five days to get here. However, he informed me that the new part was on his truck in stock and it was $279.43. He then told me that it would be a total of $402.33 to fix everything. I told him to go ahead with the new part as I couldn't wait another five days to have my washer fixed and needed it taken care of. He proceeded to put the new part on and a while later informed me that this did not correct the problem. He said that to fix the washer he was going to need to order another part as he didn't have it in stock and it would be approximately five days to get THAT one.

I told him that had I known that was the case, I wouldn't have paid an extra $100.00 for the NEW part that he just installed. He again repeated himself that it would take approximately FIVE days to get the part that was needed. I asked him why he couldn't have it overnighted and he explained that the "emergency ship" had closed at 2PM from taking orders so he wouldn't be able to order it to be expedited but would still order it today. He said "You can call the 1-800-4-MYHOME number tomorrow and they will give you a tracking number so that you will know exactly what date it will arrive".

I said "I have paid ALOT of money for a washer and dryer that are only THREE YEARS OLD only to have this $400 problem and now your telling me that you can't fix it for another five days. When is Sears going to do something to help ME as their customer" and he replied "They're not".

He then informed me that I would need to put at least $375.20 down that day to get the part ordered. I asked him "What if you get this other part and that's not the problem either, then how much more is it going to cost me" and he said "Nothing. It will either be fixed or we will refund your money". I said "Can I get that in writing" and he told me "No".

I called on Tuesday July 8,2008 to the number I was given and asked for a tracking number and was told there wasn't one to call back later. I called Tuesday evening again and was told the part hadn't even been ordered as they were trying to find one. I called on Wednesday July 9th and was told there was still no tracking number and the part hadn't been ordered yet. I called later in the day on Wednesday July 9th and spoke with a customer service rep at the same number and was again told the same thing. I asked her to speak to a Supervisor who could help me get to the bottom of this and she told me there wasn't one. I again told her I needed to speak to a Supervisor and she, in a very mocking sarcastic tone told me "they aren't taking calls today". I said "Then I would like whoever is above them" and she said "There isn't anyone" and I said "I would like to speak to someone there clear to the top that can help me with these problems" and she said "you are" and I said "Oh you run Sears" and she said "Yup". I then asked for her name and her employee number or last name for identification, both of which she refused, however, she told me that this phone call was being recorded. I hung up.

I then called the Sears Customer Relations number at 1-800-549-4505 and spoke with a rep. He was extremely professional and took all of the above mentioned information. He assured me that he would forward this to someone who WOULD get to the bottom of this and be contacting me within 24 hours.

Today is Thursday July 10th and I still have not received a phone call. Therefore, this afternoon I called the same customer relations number where I spoke to the first gentleman and then spoke with a female rep today. She asked me for my phone number, name and address, pulled up my file and then asked me what she could do for me. I said I had spoken to a gentlemen yesterday who assured me that someone would call me within 24 hours and nobody had. She then said "Well what's going on" So she made me go thru the ENTIRE details AGAIN! After doing so she said "Well I'm really sorry this has happened to you but there is nothing I can do for you.

You will just have to wait for someone to call you back". She also told me that the part "looks like" it had been ordered however could not provide me with any type of tracking/shipping information. Today is now Friday July 11, 2008 and I just called the parts department again and was told that the part had been ordered from Whirlpool on July 9, 2008, and was being sent to Sears and then they would send it to me and it would be here in another 10 days. In the meantime, I have now been without a washer for 9 days and it appears that since nobody at Sears will take responsibility or be accountable for their products that it will be another few weeks.

Had I known about the customer service that Sears provided I would not have bought this appliance 3 years ago. I sold a standard GE washer and dryer that I had bought in 1992 when I bought this new set and it was still running perfectly and had never had any issues. I also was not aware that these new front load style machines with the computers in them bring MAJOR repairs charges. It's not something that you can buy a part and fix at home.

Do yourself a favor and don't buy a piece of GUM from Sears!!!!

     
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Posted by Anonymous on 2008-07-11:
I always recommend that folks don't buy the fancy computer/led display appliances. The simple old-fashioned timer driven beasts are much more reliable.
Posted by Mario The Great on 2008-07-11:
Hmmmmmm....$1909.75 / 3 years (1095 days) = $1.74 a day. Less than what you pay for coffee, McD's, etc. I know you expected them to last you another 40 years, but Sears doesn't manufacture them. They could of been manufactured by Whirlpool, Frigidaire, or some other brand. Anyway, hope you get them fixed or replaced.
Posted by Anonymous on 2008-07-11:
Hey Mario, long time no see? Good to see you posting again. Will give you Best Answer on this one since you know what you're talking about.
Posted by jktshff1 on 2008-07-11:
good to see you Mario! (BA) Good comparison with the coffee.
The Mrs & I were talking the other day, and it seems appliances (and most other things)have gotten "disposable".
Our first set of appliances lasted 25yrs, 2nd 10yrs, current, we have had for @5yrs and have had to had them repaired. It seems as if the cost of repairs has gotten over the price of a new one sometimes.
Posted by Anonymous on 2008-07-11:
shocker! The calltaker knew about the f11 code,but the tech(more than likely an A&E tech)came unprepaired to complete the job.Thats just bad service IMO.

The supervisors aren't taking any calls?WTF is that?Poor service from a poor company.In the future bypass Sears and A&E service,you will be glad you did.
Posted by Anonymous on 2008-07-11:
$1909.75 / 3 years (1095 days) = $1.74 a day .
Doesn't add up , since you may only use the appliance a few hours a week. That would equal to
maybe three hundred hours of actual run time.
Not much for the money you spent .
Posted by Bidorgirl on 2008-07-11:
I agree - stay away from Sears. I ran into a similar problem with a three year old dryer. It stopped working. The technician said it would cost over $250 to fix the digital control and that I was better off getting a new dryer. I'll never buy anything from Sears again!
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Sears won't honor lifetime warranty on dishwasher
Posted by Byronjude2000 on 03/14/2012
OCEANSIDE, CALIFORNIA -- *Please note my UPDATE above indicating successful resolution to this problem. Sears replaced my tub and swapped out all parts from my old tub to the new one at ABSOLUTELY NO CHARGE to me! Many thanks for the assitance from California Department of Consumer Affairs within the California Attorney General Office which helped me force Sears to honor their warranty.

Here is my complaint concerning my Kenmore Ultra Wash Dishwasher, Model No. 665.16039400, Serial No. FR4704571, purchased 01/08/2005.

The tub developed a small crack and leak on the inside where a screw on the outside of the tub attaches a metal bracket to the tub. This leak allowed water to accumulate on the floor under the dishwasher, eventually soaking and ruining the toe kick portion of one of our kitchen cabinets.

My owner's manual shows the dishwasher tub has a FULL (not limited) WARRANTY for the life of the dishwasher against leaks. The owner's manual states the following:

"FULL WARRANTY FOR THE LIFE OF THE DISHWASHER, ON ULTRA LIFE TUB MODELS, AGAINST LEAKS IN THE TUB AND INNER DOOR PANEL.
For the life of the dishwasher, if a leak should occur as a result of failure of the polypropylene tub or inner door panel due to cracking, chipping or peeling, Sears will replace free of charge the tub or inner door panel.”

I called the Sears 1-800-4-MY HOME customer service department and talked to two representatives. The first told me that the dishwasher was only covered by a one year warranty. I explained to her that my owner’s manual stated the dishwasher had a lifetime warranty on the tub. After checking with her manager, I was told that if the tub is defective, they will replace it for a $129 charge. This charge is for the Technician Service Call to diagnose the problem.

At first, I scheduled a technician, but called back immediately after hanging up because I was confused. I wanted to know if the $129 service charge would be waived when the technician verifies the tub is defective and under warranty. The second representative also said the $129 service charge would apply even if the tub is under warranty. Since I was not satisfied, I canceled the service call. I then went to my local Sears store where I bought the dishwasher and talked to the appliance manager. He could not help me, but did give me the 1-800-549-4505 corporate number to discuss the problem.

I called this corporate number and talked to a representative. She again told me that the $129 service fee would apply. Again, I tried to explain that the tub had a full lifetime warranty, so she put me on hold to check. While on hold for an extended period, I was hung up on.

So I called back again (now a fourth time) and talked to another representative. She understood my problem and frustration, and looked up the warranty information on my dishwasher. She verified that the tub was covered with a lifetime warranty. When I asked why I would be charged $129 for a service fee, she tried to explain to me that the PARTS were covered by the warranty, but the LABOR was not. She said the $129 service fee was a flat rate labor fee to install the free parts.

At this point I became quite frustrated and explained to her that she was incorrect. I quoted the actual FULL (not limited) WARRANTY language (a copy of which she had in front of her), stressing that it said “Sears will replace FREE OF CHARGE the tub or inner door panel”. She insisted that this was “poorly worded” and that it only covered PARTS, not LABOR. I disagreed and told her that this is a legal contract AS WRITTEN for a FULL (not limited) WARRANTY between the manufacturer and the customer. As such, it is not limited to parts only. I also told her that no where in the tub warranty paragraph does it stipulate ONLY PARTS, NOT LABOR is covered.

She sympathized with me, but said “my hands are tied”. She said she could only offer a technician to replace the tub for a flat $129 labor fee regardless if it took 30 minutes or 30 hours to fix. Realizing I was getting no satisfaction, I asked to speak to a manager that could offer me something that would be beneficial to both of us. She responded that she was a supervisor and has the ability to authorize action, and there was no higher authority. My response was that she was not offering any solution different from what the other customer service representatives were offering. She then provided the contact information to me for the Executive Customer Relations department.

So I wrote a letter, took pictures, scanned the owner's manual, and emailed all of this to the Customer Solutions Department at Sears Holdings Executive Customer Relations Department at the following email address:

shc@customerservice. Sears.com

The first email response I received said the dishwasher was not under warranty. So I replied that they were wrong, and stated that their own customer service representatives on 3 occasions had verified that the dishwasher was under warranty.

Their second email response to me said they verified that the dishwasher did have an "exceptional parts" warranty, but that a technician would be required to examine the dishwasher and the claim to verify that it is covered by the warranty. The email also said that Labor would not be included for this service.

I responded again and said this was a FULL LIFETIME WARRANTY, and as such Parts and Labor should be included. There was no response to this.

At present, the dishwasher has been out of service for over 2 weeks, and I have heard nothing back from Sears Holding. So I forwarded this complaint to the California Department of Consumer Affairs, and the Illinois Attorney General Consumer Fraud Bureau for their investigation and assistance. In the meantime, I am posting this to various online consumer protection websites to share my negative experience with Sears, and to declare that I will never purchase another Sears branded product ever again.

     
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Posted by onlooker on 2012-03-15:
It is my understanding that labor is not covered by a warranty for parts. The tub has warranty - they will provide a new one, but they are not going to provide the work to install the tub for you for free.
If you bug them enough you might get some satisfaction, but three persons representing the company have told you the company policy.
It seems you have misunderstood the wording.
Posted by ok4now on 2012-03-15:
Excellent post. You did everything right and Sears still tried to screw you. The devil is in the details. Apparently when Sears said "they will replace free of charge the tub" they don't include labor. My interpretation is the same as yours, they said free replacement so you would assume free means free. They still want to gouge you with the service call fee. Now you know why they are closing 135 stores and there are so many complaints.

Let's look at this another way. Had Sears honored their warranty and fixed it totally free you would have been a very happy customer. You would have written a positive review, told your friends what a great company this is and they would have won your loyalty. You would have continued to shop there and buy their appliances making more profit for them. Instead you had to fight over their $129 service fee and they lost a customer. Sears are you listening??
Posted by Venice09 on 2012-03-15:
Sears will lose a customer over a dime.

Since the wording of the warranty is ambiguous, the smart thing to do would be to replace the tub free of charge. But that won't happen. Sears sent a dozen techs to my house to work on an appliance they knew could not be fixed just because they didn't want to replace it under the terms of the warranty. It seemed obvious that they would have saved a lot of money and the business of a long time customer had they just honored the warranty. But they didn't see it that way. They thought it made better sense to keep sending techs out to replace parts that were never going to solve the problem. This happened many years ago when Sears' reputation was still intact. Little did I know at the time that it was the beginning of the end.
Posted by tnchuck100 on 2012-03-15:
Legal precedents hold with ambiguous wording in contracts (warranty, in this case) is interpreted against the writer of said contract. That does not mean that Sears cannot afford to buy their way around this. Sears would much rather pay their attorneys over giving the customer (as Venice puts it) a dime.

The fact is they are counting on you just to back down, be mad and go away. Losing customers does not seem to be a concern of theirs any longer.
Posted by CowboyFan on 2012-03-15:
Sue them. The manual on the model 665 says that there is a one year full warranty for the washer; a two year full warranty for electrical panels, and then full lifetime for the tub. Note the lifetime warranty states "will replace" free of charge the tub. This is a verb saying the parts will be replaced by Sears, not simply that they are providing on a replacement part.

Also note the manual says there is a "limited warranty" of two years on ultra wash system, and a five year "limited warranty" on racks. Both of the limited warranties say that the person is responsible for labor costs.

So, Sears knows how to state they will not pay for labor, since they do so for limited warranties. The fact labor is discussed in the limited warranties, but not in full warranties, would indicate labor is included for full warranty claims. That's why I would see an attorney for advice, and sue them in small claims - there may be false advertising or violation of federal warranty claims here.
Posted by Anonymous on 2012-03-15:
Is this a Sears issue or a Kenmore issue? If the OP had bought this same dishwasher in another store, would they be having the same issue? The owners manual states the dishwasher has a full lifetime warranty - that seems to me that it's Kenmore, not Sears that the OP should be contacting.

Also, my interpretation of the $129 charge is that is not for labor but rather the service fee. The fee just to have someone come out and take a look. That's probably how they're getting away with charging it. Full warranties cover replacement and labor costs.
Posted by Slimjim on 2012-03-15:
Kenmore is Sear's house brand, sold exclusive by Sears. A full warranty is exactly as you are interpreting it byron, and all parts AND labor should be included. Saying the manual has it "poorly written" is a crock. You know exactly what it says, what that means across the board in the industry, and exactly how it would have read if it was a parts only warranty. I too, would be very irate over their failure to honor their own warranty terms as clearly written.
Posted by Anonymous on 2012-03-15:
Good to know, I had no idea Kenmore was only sold by Sears. The OP should be covered under the Magnuson-Moss Act then, and should pursue legal recourse as CowboyFan mentioned.
Posted by trmn8r on 2012-03-15:
To me, it makes sense that the *intent* of the warranty is to cover parts for a lifetime, not labor. If not, everyone would buy this model and never have to buy another dishwasher.

I don't have the warranty in front of me to evaluate. If they said "it is poorly worded," that sounds like a copout.

What concerns me most about this complaint is that the tub cracked in this area in the first place on a 7 year old machine. However, they do say that today appliances are made to last a piddly 7 years.
Posted by Venice09 on 2012-03-15:
Just, I also thought the $129 charge was for someone to diagnosis the problem, which is what the Sears rep originally said. But then they switched gears and said the charge was for labor. Sears is digging its own grave just to weasel out of the warranty. If there's a fee to diagnosis, it should not be charged if the tub does have to be replaced.

"To me, it makes sense that the *intent* of the warranty is to cover parts for a lifetime, not labor. If not, everyone would buy this model and never have to buy another dishwasher."

Not really. Something other than the tub could break, causing the owner to either fix or replace the dishwasher.
Posted by *Brenda* on 2012-03-15:
Good luck, I am replacing my Kenmore 4 year old dishwasher on Monday. One of the pumps is going and we had a repair guy tell us it was junk and would cost too much to fix. Thanks Sears!
Posted by *Brenda* on 2012-03-15:
BTW in case it wasn't obvious my "thanks" was sarcasm :-p
Posted by SearsCare on 2012-03-16:
Byronjude2000,

I apologize your dishwasher is not working properly and for the poor phone service you received. During these economic times we know a broken appliance is the last thing you need in your life. My name is Zenaida and I am part of the Sears Social Media Escalation team. We understand your frustration and would like to discuss this with you further.

At your convenience, please contact our office via email at smsupport@searshc.com so we can get to the bottom of this. In the email, please provide a contact phone number and the phone number your dishwasher was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Byronjude2000) you used to post on this site, for reference to your issue. We truly value your business and look forward to talking to you soon.

Thank you,

Zenaida M.
Social Media Moderator
Sears Social Media Support
Posted by madconsumer on 2012-03-16:
thank you searscare for assist with consumer issues on our site!!
Posted by 2cent-er on 2012-03-27:
When you have these type complaints; don't get into it with CSR's. they're only following script. they have no way of knowing if you're correct [is it the tub?]-so they'll tell you there will be a charge for tech to come out and inspect[following script].they can get all 'discombobulated'the longer you push them-labor/diag/poorly written/yadda yadda, becomes a power struggle.. agree to charge, when tech see's problem [failed tub]and verifies your warranty it'll get fixed/replaced n/c. end of stress!
Posted by Fedup on 2012-04-11:
Depending on where you live, you can take them to Small Claims Court for around $90.00, even to prove a point. It is a shame that companies think they can ignore warranties without losing customers. They are treating you like you are on micron in this world.
Posted by NEVER SEARS AGAIN on 2012-04-11:
SEARS ALSO DOES NOT HONOR LEGITIMATE REBATES, SO I WON'T WASTE MY TIME OR MONEY ON ITEMS SOLD BY SEARS.
Posted by ilia on 2012-04-11:
The Sears respond from escalation department is full of crap
I had a problem with Sears customer service and they responded the same way only nothing was solved. And exactly they will put you on hold for half hour and then disconnect the line. Then they block your phone number and you can call as much as you want. The line is busy. Take another phone and the call goes threw but they put you on hold and story repeating. Try to write a poor review and Sears refuse to enter it. Poor service Sears. You had lost a customer awhile ago.
Posted by sbepko on 2012-04-11:
I had a similar ironclad "lifetime warranty" with La-Z-Boy, and went to their Facebook site and went public. Also had several of my friends post their "WTF are you not honoring this" replies. Bottom line- they refunded me the cost of my furniture and took it back. And oh yes, the furniture (a rocker-recliner) was over 30 years old! Bottom line- Facebook has some use.
Posted by Dixie on 2012-04-11:
Good for you! My daughter had a similar problem but hers was with a washing machine. She finally gave up and swore to never buy from Sears again also. After going through it with her problem, I will never buy from Sears either. So I say "pay it forward", maybe Sears will hear when there's enough of us saying it.
Posted by zeldaz on 2012-04-12:
We bought a Sears dishwasher against my instincts (after a freezer recall and a service call that had me on the verge of calling 911). The front piece where the buttons are came off just after the warranty expired. I fought like crazy to have it replaced. Sure enough, it came off again. All of this was with normal use. It is now held on with packing tape! I finally convinced my husband that we will never set foot in a Sears for ANYTHING ever again. We bought a wonderful fridge and oven from a local store who responded politely to all of my questions. The installer came back at no charge to check levelling for me. What a difference. My mission is to tell as many people as possible to never, ever buy anything at Sears and never, ever to trust anything they say. A good service person is rare, and you have no control over who comes into your home. My house smelled of stale cigarette smoke for days after one tech was here. The thought of it still makes me gag. What an awful store and business!
Posted by Chrissiann on 2012-04-12:
to onlooker: she apparently did not "misunderstand" the wording. How difficult is it to understand "lifetime warranty" and "free replacement"? If they wanted to add stipulations such as "Oh, and labor will not be covered," then they should have added that to the warranty. They did not. The customer is right in this case. Thank you byronjude for posting. I will avoid Sears.
Posted by dannyinTexas on 2013-09-16:
thx for BLOG, was looking at replacing my kenmore 665 with another kenmore, NOT ANYMORE. I don't have time for BS companies. danny10s@att.net
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Kenmore Elite Refrigerator a lemon
Posted by Librarylady on 06/08/2006
APPLETON, WISCONSIN -- Our Sears Kenmore Elite Side-by-Side, counter depth refrigerator--Model # 106.44329400 was delivered on March 24, 2005. On October 5, 2005, just under 7 months later the Invertor Box malfunctioned causing the refrigerator/freezer to stop cooling. I arrived home from work to a sodden mess. The first a repair person was available would be 6 days later. Oh, make that 7, they called the promised day and rescheduled. After several attempts to repair, including lack of a part, mis-mailed parts, repairmen not being familiar with malfunctioning part, etc. and several rescheduled appointments it was finally repaired on Oct. 17, twelve days after the malfunction. Twelve days with no refrigerator and no sympathy whatsoever from Sears.

Seven months later, June 7, 2006 the ice maker has stopped functioning. The first available Sears service person cannot arrive until June 16, nine days after the malfunction.

It seems the product and the Sears Service Department are both lemons.
     
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Manufacturers defect and unacceptable service solution
Posted by Arkylady on 03/04/2007
BEDFORD, TEXAS -- In August of 2006, we were in the market for a new refrigerator. Our Amana was over 20 years old and we wanted to place it in the garage as a 2nd refrigerator and purchase a larger, stainless steel look for the kitchen. As we keep our appliances for a long time and wanted to make the right decision, we took our time shopping and referred to Consumer Reports magazine. We finally decided on a Kenmore Model 56666, as it was rated # 1 in side-by-side refrigerators and the #1 Best Buy in the August 2006’ issue of Consumer Reports. We had so much luck with our Amana refrigerator; we decided the extended warranty would not be necessary. Our total price was $1585.73. The refrigerator was delivered on August 29, 2006 and initially we were very pleased with our purchase. Then, on February 12, 2007, I noticed a number of cracks on the interior backside of the wall had appeared. These cracks are puffed and obviously cracking from the backside of the panel into the inside. As I investigated further, I found a few other cracks beginning to appear. Realizing this was a manufacture’s defect and the refrigerator was still under warranty, I called the Sear’s Service Center and an appointment was scheduled for Monday, February 19, 2007.

During the service call, I learned that ours is not the first of this model of refrigerator that has had this same problem. The service man said he didn’t know what was causing it, but he suspected it was from too much insulation in the lining. He said the only think they’ve come up with was to cut out a panel and glue it in. I was shocked and he seemed to expect my reaction. I can only assume that everyone whom has had this problem has found this to be a poor solution. He was apologetic and told me he knew how I felt because these refrigerators are really expensive and I’d only had it a few months. He seemed genuinely sorry that this was the only solution they had come up with. I asked who else I could talk with and he suggested I call the manager of the store where the refrigerator was purchased, as well as Customer Service in Sears’ corporate offices. He added that he was going to go ahead and order the part; however I could cancel the repair, depending on any other solution I came up with. He indicated that he knew it wasn’t much of a solution and suggested that I could leave it as is. He felt it wouldn’t hurt anything other than the appearance.

After discussing this with my husband, we decided this is an unacceptable solution. Besides the fact that we are now unhappy with our own purchase, we had recommended Kenmore to two other people who both purchased Kenmore refrigerators. Now, we wonder if they will face the same problem and partially blame us. Thus, I contacted Sears at Northeast Mall in Hurst, Texas, where we purchased the refrigerator and asked for a store manager. The manager I was referred to was named Ben and he told me he would check on it and call back. At the store manager’s request, a woman named Judy contacted us later in the day concerning our complaint. She told us nothing would be cut out of or removed from our refrigerator; instead a 3’ X 5’ panel would be glued into the inside back panel to cover the cracks. We expressed our discontent in this inferior solution and the only concession Judy would offer is extending the warranty on the back end. The inside of the refrigerator appears to be one solid molded piece. The panel would not be flush and would not solve the problem, only temporarily cover it up. Since areas would have to be cut out for the light bulb and possibly hoses, there would be a number of edges that would not be flush; rather, they would harbor soil and bacteria. As the plastic repair panel would be made of a different material would it yellow or discolor like so many plastics. In addition, we would not be able to tell if there are any leaks or other problems. The Kenmore solution is not much better than using duct tape. Because this is not an acceptable solution for a manufacturers defect in an expensive refrigerator that is still under warranty, we asked Judy who was higher in the chain of command that we might further discuss this matter with. Judy rather abruptly informed us that “she was it!” She said we could not go any higher because she is the “National Level One Source Customer Relations Manager.” We then informed Judy that she left us with no recourse other than to contact the President of Sears, Consumer Reports, the Better Business Bureau, and any complaint websites we might find. Judy simply gave us our case number: 1574221 for any references to our problem and offered no other solutions to our complaint.

Interestingly, the replacement part was shipped to us and we received it on February 26, 2007. As the box, itself, only measures 25” X 35,” I knew it could not hold a 3’ by 5’ panel as described by Judy, so I decided to look inside. I found a flimsy plastic panel measuring 22” by 35.” As this would not come close to covering the back panel, I wondered if they planned to glue it on the back in pieces.

We are so very disappointed in Sears. Our home is filled with Kenmore appliances and we are planning to completely remodel our kitchen and utility room in the near future. Kenmore would have been at the top of our list; however, unless this is resolved in an acceptable manner, we will never recommend Kenmore appliances to anyone, nor will we ever purchase one again.

Please let me know if you have any suggestions regarding finding a solution to this problem.

     
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Posted by Serenity07 on 2007-11-14:
I also purchased a Sears Elite Refrigerator with the same problem. The interior has cracks all over the right side. They sent a technician out that did suggest duct tape. The refrigerator was purchased 3 years ago for over $2000.00. Please post back. Maybe we will have recourse if everyone gets together for restitution with Sears.
Posted by RichardAdams on 2007-12-26:
Your story is remarkably similiar to mine. Down to the details of the service guy not looking surprised at my reaction to the unaccetable options (caulking or a patch) to 'fix' the problem. I have the same problem on my 3 year old Kenmore Refrigerator. I cleaned out the refrigerator and noticed 8 different cracks on the right inside wall of my refrigerator. I don't know how long they've been there. I called the service guy out and he said it's a known problem. He said the plastic wasn't poured right into the mold. He told the only solution is a silicon type caulking or a patch. The patch involved cutting pieces of liner from a sheet and basically glueing them over the cracks. BOTH SOLUTIONS are unacceptable. I am beginning the process of complaining (lot of good it will do). If this is a known defect, SEARS should stand by their product and make it good.

Has anyone had any sucess in getting a replacement? What is the number for the national customer service center?

Posted by head on 2008-03-14:
I bought our Kenmore side-by-side in 2004 and it developed 3 cracks in the wall in the first year. Sears doesn't care that this is a quality of product defect and all they say is we have no warranty for the cracks. I will never buy from Sears or a Kenmore and all who have seen the cracks and say they are staying away from both also because the cracks look awful. We are all amazed that Sears and Kenmore aren't covering this problem.
Posted by char 62 on 2008-09-23:
I have same problem on 3 year old Kenmore side by side. Was told same. More cracks keep appearing everyday. Repairman is suppose to put panel in today but I am not going to have him do it because of germs, cleaning, etc;. Shame on Sears for not standing behind their products I had redone whole kitchen and brought all from them. Never again!
Posted by Pam12209 on 2009-11-02:
I purchased a Kenmore refrigerator in 2007 and I am seeing similar cracks in the back wall of the fridge section. I called Sears and they told me since it is not under warranty I would have to pay a service person to come out to look at the problem. From the comments, I have seen so far it doesn't seem that Sears is willing to do much to resolve the problem. I just purchased two new appliances this weekend from another supplier, so Sears has lost another valued customer. I will never recommend Sears to anyone.
Posted by Kristi1 on 2010-01-25:
We too just noticed several cracks on the inside right side of our white Kenmore side-by-side refrigerator... and I am apalled to see the "solution" and customer service Sears is providing.

We are getting ready to purchase another TV, washer/dryer and water heater, and will NOT be buying from Sears again.

If anyone receives a satisfactory solution to the cracking issues, please email me.
Posted by Chris on 2013-12-12:
We bought a full elite set for kitchen. Microwave light blows every 6 mo, stove LEDs are half dead, and now fridge has cracks. I didn't like kenmore or sears from the get go, but because the builder was supplying, I went against my better judgement and now it's going to bite me in the wallet. There is a reason Sears has lost market share and their domestic customer base. They should just close the doors. Cheap plastic crap!
Posted by SearsCare on 2013-12-12:
Hi Chris,

Thank you for posting about the difficulties you have been facing with your new Kenmore kitchen appliances, we can definitely see your expectations have not been met. We know the excitement of being in a new home and it seems what you are experiencing with your appliances has caused some disappointment. My name is Brian and I am a member of the Sears Cares Social Media Support team. I would like to take this time to reach out to you to offer our assistance. We would like to have a dedicated case manager contact you as well as work with our repair services business partners to address your concerns. Please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name I have assisgned (Chris121213), to reference your post to smadvisor@searshc.com. Again, thank you for bringing this to our attention
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Vibrating Washer
Posted by Jstokke on 03/18/2006
HOUSTON, TEXAS -- Do not by the HE4t front load washer unless you plan to put it on cement. This Washing machine sucks and vibrates like an engine. The Sears salesman knew we were putting this machine on a 2nd floor and did not inform us that it is not suggested for use on 2nd floors. We had just passed our year mark and now Sears will not do anything for us. We have had them come out 4 or 5 times now and each time it just gets worse. And each time the repair guy/girl says that these machines are not suited for a 2nd floor. It only vibrates a little in the beginning, no biggie. But, then it shakes itself silly overtime that by the time you want to return it, you can't. When I go to buy a product, especially an expensive product such as this, I expect the saleman to be knowledgable on what they are selling. I believe he left this cruciual fact out just to make his $2500 sale. I feel ripped off and not taken care of. This product sucks and should not be on the maket given the fact that only 12% of homes in the US have their laundry room on a ground floor/cement. DO NOT BY THIS MACHINE UNLESS YOU PLAN TO PUT IT ON CEMENT, LITERTALLY! AND DO NOT EXPECT SEARS TO TAKE CARE OF YOU!
     
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Posted by Hugh_Jorgen on 2006-03-20:
4 or 5 repair visits THEN you decide to return it? I would have been camped out at Sears after the 1st repairman said it wasn't suited for second floor applications.
Posted by Slimjim on 2006-03-20:
I found these set of washer feet that appliance old timers seem to rave about. http://stores.ebay.com/Kellett-Enterprises-Inc.
Always here to help.
Posted by Anonymous on 2006-03-20:
You would think that one of the repairpeople would have known about these Kellett products, huh?
Posted by linktorich on 2006-07-26:
Any washer its almost impossible to get to stablize on carpet. Carpet has cushion underneath allowing the machine to vibrate with the motion of the tub.
Posted by enicnas01 on 2007-10-30:
Sears Field technition here in Tucson,Az Oscar Encinas tech# 016014
Wirlpools idea AKA kenmore was to extract 68% 70% water to cutt your dry times and it works but on a second floor
With your washer spinning at 1100RPM's thats 6x faster then your normal topload washer on max speed spin....your roof will vibrate and shake the house on the first spin its the hardest because your cloths are most saturated...I hate to say there is no fixing your issue ..i have seen this problem especially on new homes i hate the idea of builders putting the wash room upstairs
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Poor quality refrigerator and even poorer service!
Posted by Sadamu on 10/09/2007
HONOLULU, HAWAII -- Purchased a Kenmore Elite model #52203100, serial number SL2837343 side-by-side stainless steel refrigerator ($2000) and five year extended warranty ($440) in 2002. We've had numerous problems with it since it was new -- 13 service calls in five years; mostly icemaker failures, once it was the compressor, but the latest was the refrigerator door broke off the hinges and fell on my head. I suffered head and neck pain, and experienced headaches for a few days after that. After it hit me on the head the door fell and damaged the kitchen wall.

In 2004 we had seven service calls between April and October alone. We requested a lemon law replacement at that time and was denied!
Upon requesting a replacement under the lemon law this time we were assigned case #1737216 and were told it would take 48-72 hours to process; it has now been more than a week and it is still not resolved. We were told the 48-72 hours is not 2-3 days – it is approximately 9 working days based on an 8-hour work day!!! Ridiculous!!!

We have talked to eight Sears associates, seven at the National Customer Relations Center in High Point, North Carolina (Chantelle, Sally, Monique, Carol, Sandy, Lynette, and Judy). We get the same run-around from different associates, passed on from one to the next, only to be told our case is being reviewed to see if we qualify (how long does it take to see that there are 13 service calls for our refrigerator and that it is a lemon?). We are constantly told that we should be approved within “24-48 hours” and that they will call us back; we've NEVER received one call back. When we call back we are told it is in process and some story about there is a rush on it. Rush??!! More than a week, no resolution, and this is considered a rush??!! Three times we had to provide the associate with features about our refrigerator so they could determine what the replacement value is – three times!!!

Kenmore Elite side-by-side refrigerator - door falls off

refrigerator door falls off

$300 of food wasted; can't use refrigerator; can't get Sears to authorize and process a replacement refrigerator; too many excuses and run-arounds.

     
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Posted by ejack053824 on 2007-10-09:
Sounds like a small claims lawsuit needs filing here! After seeing that picture...I would be very pissed if it was my fridge.
Posted by Anonymous on 2007-10-09:
Did they ask you if you were overloading the door bins?

This has gone on too long,someone needs to follow through with this.
I dont have it,but when i get to work tomorrow i can post a number to the Whirlpool Trade Partner Team.These guys actually try to help,I deal with them daily,and they always step up.
It looks like a Whirlpool built model Kenmore,so they should be able to assist.
Posted by DebtorBasher on 2007-10-09:
Sorry to hear of all the problems you've had with it.

It may have helped to have taken the picture when the incident happened, and sent to the company.

Looking at the picture you posted makes the story to them less believeable (not saying it isn't true, but saying how they would see it to defend themself). Because it isn't showing the damage on the wall, the door is completely clean and like new (for being 5 years) without any food that would have spilled or broken jars all over that would have been on the door shelves. It would look like a staged photo to them.

Thanks for the warning about them, I know I've lost any trust in any Sears appliances...good luck!
Posted by Anonymous on 2007-10-09:
Get a Lawyer to give them a call and they might move a little faster.

PS. You have the same computer chair I have.
Posted by *Brenda* on 2007-10-09:
I wouldn't contact a lawyer just yet. That'll just be an extra cost you most likely will not get back. What I would do is write a demand letter stating that if this issue isn't resolved by X date then you will file a small claims action and send it certified with a return receipt. I'd also do a time line in the letter of all the problems and service calls you have had before since you're trying to get a lemon law replacement. If they don't respond the way they should then file! Unless of course you have a lawyer bud who will write a letter or call for free heh.
Posted by sadamu on 2007-10-10:
UPDATE 10-10-07: Sent an email to Sears via their website and received an email saying it has been referred to their One Source Dept and someone will be contacting me in 48 hrs (here we go again). I guess based on an 8-hr workday that means 6 working days.

Yesterday I got a call (first time they ever called me -- they've never returned my calls) from the Natl Customer Relations Dept in Hight Point, NC. They agreed to give me $1350 credit towards the purchase of another fridge; that's 2/3 of what I paid for the one I got now. I was told that is the price of a comparable fridge to the one I have now. Since I needed a new fridge I just took it and went to the store to choose another one -- paid $150.73 on top of the credit. At least they didn't charge me for delivery - I would've made a scene in the store if they did. I will try to get Sears to cover for the damage to my wall and for the $150.73 extra I had to pay. This will probably be another battle. I may decide to seek a medical claim too since my wife is still experiencing neck pain and headaches.

Additional info -- when I bought this fridge I also bought from Sears a new range, dishwasher, washer and dryer. The dryer's heating element blew out one week after the one-yr warranty expired. Got it repaired for free after complaining to the store. So far the other appliances have worked OK -- hope this doesn't jinx me.

Thanks for all your comments; I really do appreciate them. FYI the photo wasn't staged, the door bins are dirty on the inside but you can't see them from the angle of the photo. The door fell off, hit my wife in the head, then hit the wall. My wife was able to hold on to the door as it was standing upright on the floor, so nothing fell down. She screamed for my son, who grabbed the door before it fell.

I'll post another photo that shows where the plastic at the bottom of the door broken off. I agree that maybe it could have been caused by too much weight in the door bins but the heaviest thing we had in there were two one-gallon milk containers, and the doors should be manufactured to sustain this weight anyway since that is what they were designed for.

After this ordeal I will not buy another appliance or large ticket item from Sears again -- too much headaches (figuratively and literally!!!). :)

I'll try to keep everyone posted on what happens with my case. Thanks again everyone!
Posted by DebtorBasher on 2007-10-13:
Good for you, I'm glad they did something about it.
Posted by qualityappliance on 2007-12-06:
I am happy to see that your problem got resolved. 13 service call is far too many, however the door falling off was your fault, granted it was a poor design. The door stop that keeps the door from opening too far is secured to the molded plastic bottom of the door, the older models had the door stop screwed to the metal part of the door. At one time the door was opened too far pretty hard and caused the plastic to break, this could have happened many times until it fell off.
Posted by sadamu on 2007-12-06:
The refrig door can only open so wide because I have a wall on that side that juts out and prevents the door from opening all the way. At most it'll open 150 degrees; that's why when the door fell it damaged my wall.

And, it wasn't my fault because I didn't make this cheap refrig that keeps on breaking down. My only fault was buying it from Sears, which I and my wife have vowed to never do again -- we will absolutely not buy another appliance from Sears again.
Posted by sadamu on 2007-12-07:
Forgot to add this update: When we bought our new refrigerator I asked the salesman about the special order for the replacement door for our old refrigerator; he said don't worry because the computer records will show that the old fridge was replaced by this new one and the service order will be canceled. Three weeks after we get our new refrigerator delivered we get a call from the Sears service dept that our new door is in and they want to schedule an appt to install it! Ridiculous!

BTW, so far so good on my new fridge - got a bottom mount unit with one door and just an icemaker, no water dispenser and no filter. The less features it has the less chance of it breaking down.
Posted by nancyjean on 2008-09-20:
Thank you SO much for posting your story. I've read many, many complaints about the ice makers and compressors but none on the door. Mine fell off and thanks to your pictures appears to be excactly the same failure at the hinge. When I called they refused to repair as they said "I must have been swinging from the door". I am gathering my information to take them to small claims court and glad to know there are others out there with the door issue.
Posted by sadamu on 2009-01-29:
NancyJean, don't give up. It may be a long fight but hang in there.
Posted by Suzanne on 2013-01-13:
Kenmore Elite products are all manufactured by LG. This fridge is an LG. We had a bottom freezer one and the ice maker was a nightmare.
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Poor Delivery Service/poor Repair Service
Posted by Marks4999 on 12/14/2005
HERNDON, VIRGINIA -- Purchased a new high-efficiency Kenmore washer/dryer at the end of September. We explained to the salesman that we were pretty sure the washer would require a longer drain hose than supplied, because of the layout of our laundry area. We told him we wanted to know what to purchase so it would be there when delivery was made, but he said he would put that on the invoice and the delivery/installation people would have extra items on their truck to change it out with (this kind of thing happens all the time, he told us). Well, they showed up....and didn't have any parts onboard at all. I was sent to the Sears store, driving like a maniac because the delivery guys weren't about to wait around very long while I tried to get a longer drain hose, and of course, the local Sears store didn't have anything like that in stock, so I came home empty-handed. But it didn't matter, because the delivery guys were already gone by the time I got back home.

They were also missing the dryer manual and some bolts they needed to attach the dryer to the pedestal drawer, so they just left all 4 pieces sitting in our family room where they had been assembling them - and then left! We were supposed to have new carpeting installed in the family room the next day, so this was a major panic for us! They did actually show up the next day with another dryer and pedestal drawer to exchange...but it turned out the first guys had just overlooked the bolts (or perhaps just didn't want to do the installation) - they were inside the dryer the whole time. Took the second crew about an hour to get everything hooked up and working.

Six weeks later, the handle broke off on the dryer. I am NOT pleased! Called for warranty service in mid-November, they came out on the 29th.....but they don't carry the correct handle on their trucks, so it had to be ordered. I was rescheduled for 12/8 for second repair visit to put new handle on, and told that the new handle would arrive via mail directly to us. Got a call on the 5th from Sears....had the handle arrived yet? No. Got a call from Sears on the 6th at 1:30 pm....had the handle arrived yet? No. It arrived later that same day, around 3:30 pm. I called them to tell them it had arrived (I hadn't even set it down since I took it from the UPS driver)......but Sears had already rescheduled my repair call out to the 15th (without asking) and would not reinstate the one for the 8th. I was very upset as I had plans for the 15th, and had moved a bunch of appointments around to clear the 8th just for Sears. I told them I couldn't schedule for the 15th, and they said they would do it the 16th. I complained, and the guy at the call center said he was positive he would be able to get someone out sooner than the 16th....but today is the 14th, and I haven't heard anything from them.

So, I called them today because I have had two things come up that I cannot change on the 16th, so I can't do it on the 16th either. Asked for early next week......no openings now until Christmas eve. What do you want to bet no one shows up? If they don't, it sure won't be the first time. They've skipped appts on us before (lawn tractor), and we sat at home all day waiting on them to show up....no call to cancel - nothing. We had to call them to find out that no one was coming for sure. We have really learned our lesson with regard to Sears. This was the LAST time we'll buy anything from them.
     
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Central Heat and Air
Posted by JennJenn on 05/05/2009
ST PETERSBURG, FLORIDA -- Please reconsider before you choose Sears to install any new central heat and air system if you are in the Tampa Bay area. My experience should make you run the other way. We decided to go with Sears because we wanted a company that had been around for a long time when we were making such a large purchase. We signed on the dotted line wrote them a check and the fun begins. We agreed on an installation date and the vans pulled up only to find out they weren't from Sears at all they were contracted from Sears to install my new ac unit might I add only 1 of them spoke English. Ok I was just excited that we would have a nice cold house that evening. The unit was installed both air handler and outside compressor. Things seemed fine until June when it really warmed up and I started noticing all these little bugs and water dripping in my hallway. Then boom a huge chunk of my ceiling came crashing down.

Called Sears they finally had the original installers come out and check the unit to see what was wrong. I had water everywhere. They didn't hook up the drain line and they also didn't install the safety for the drip pan so the unit continued to run and overflowed into my attic creating a huge mold problem along with the now huge hole in my ceiling. 1 month later they sent this man out not with any company to patch the hole in my ceiling. I hope by this point you are running in the other direction away from Sears. Ok so we get through that part in an untimely manner and the next summer comes, the air conditioner will just not keep up with the heat. I call Sears they said these new energy efficient units run this way and not to worry so we sweat through that summer with the unit running constantly.

The thermostat was set at 76 and it would always read 78 to 80 and finally catch up around 11 at night. Next summer season 3 comes and the unit starts to freeze up am fed up with Sears and call another company it's out of freon. They refill the unit and have to come back out again before the end of the season to refill and insist that I will not have a working unit next summer. They were right we are now into the 4th dreadful year with this unit a few days away from it's install date and sure enough it completely quits. Shuts the breaker off and everything. Sears gets to deal with this once again because it's under warranty. So they come out after being without air for 4 days and tell me that my compressor has froze up and needs replaced but good thing it's under warranty. It will take 2 days to get the new parts but the labor will cost you 500.00 plus 80.00 for my trip today. So this big piece of junk I bought from them has cost me a grand total of 6280.00 and that's not including the charges from the other service trips from the other company!

PLEASE STAY AWAY FROM SEARS I REALLY HOPE YOU WILL CONSIDER AN ALTERNATIVE THIS COMPANY IS HORRIBLE AND WILL ROB YOU BLIND!
     
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Posted by Soaring Consumer on 2009-05-05:
Sears and A&E factory service (their poor excuse of a repair company) really screwed up. Hopefully it works this year. In my opinion they should replace the entire unit for you if it doesn't. Please keep us updated on what happens.
Posted by catching up on 2009-05-06:
I haven't shopped at sears for over fifteen years .
I only shop at local stores for my appliances and furniture.
What a differents in quality and service.
Sometimes ,I thing sear suppliers ,supply sears with all the rejects they produce . Then you add in A&E .
Enough said !
Posted by SearsCare on 2009-05-20:
Dear JenJen,

It is disappointing to hear about the service that you have received so far from the Sears repair center. My name is David and I work for the Sears Cares Team. I would like to speak to you in regards to your current a/c issue. Please contact me at searscares@searshc.com so we can further discuss your needs.

Thank you,

David V.
Senior Case Manager
Posted by Rhoda on 2013-07-02:
I have a "lemon air conditioner" has never worked correctly. Leaks out gas that cools, This has been going on fot three years. Had 3 repair men who could not fix it. I should be entitled to a new air condition instead of a run around. Sears claims to stand by their product. Well lets see what they do about this "lemon". Any suggestions as to what further steps are needed to stop this ripoff. They charge exorbitant amounts for repair which they cannot do. According to the case manager I should be getting a new air conditioner. Well lets see what happens as I have 100 friends on Facebook who are interested in how Sears handles this.
Posted by SearsCare on 2013-07-03:
Dear Rhoda,

My name is Liz and I am a member of the Sears Cares Escalation Team. We came across your post and wanted to express our apologies for the difficulties you have experienced with the repair of your air conditioner. Please be assured that we value your business and understand the importance of having a working air conditioner. We would like the opportunity to speak with you and ensure your situation is resolved quickly and to your complete satisfaction. 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 (Rhoda), 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
Posted by stacy on 2013-08-28:
We are going to the same this is our 3rd year we have had 5 repair men out here in last 3 years. I call today no air the unit just cut off when it feel like it a repair man was here last week and said nothing was matter with it and it cut back on. Ask to speak to a manager she gets on the phone can't speak engish. We paid 5500.00. And had to get a protection plan last year another 300.00. I trying to find out how can I get it out about sear and there Kenmore product and other. One repair man told me they was having problems with that unit . I will tell everyone I can to never to buy a big item from sears they are no longer good ANYMORE. Sitting here with no air on a brand new 3 year unit our problems started the first year also. I wonder can we get a class action suit and find others?
Posted by V Harris on 2013-10-31:
I’m a Widow feeling like I have been taking advanced of. Same as above Kenmore Heating and Cooling Unit from Sears, I cut my heat on 10/20/13 and my son told me he smell gas. I call my gas company and he cut my gas off and told me to call who but my unit in because the gas was shoot out and not going into the line to the house. Call Sears on 10/20/13 and also talk to them about a water tank. Sear show up on 10/30/13 9:15am at 10:45am he shows me a paper explaining if it this it will cost $200.00 and something, but if it this it will cost don’t remember price But, the last one is if it the board it will cost $800.00. Now, he been her over an hour and couldn’t tell me exactly what the problem was and he look at me like I was to pick one for him to fix. He suppose to get back with me in two day after he check my warranty to see if its will cover. I called Sears and they told me I only had a two year contact warranty and it ended in May and I will have to pay the technician and to get it fix. I will not buy anything us from Sears or let them fix anything of mines. So of course I cancel the Water Heater I order from Sears doesn’t trust anything from them. He didn’t even leave the paper he wrote up with his quotes but, I had to pay him $69.00. Didn’t ask him for the paper because I was feed up and plus I had another company here talking to me about my Water Heater thy will but in tomorrow. But still no Heat.
Posted by SearsCares on 2013-11-01:
Dear V Harris,

We appreciate you for taking the time to reach out to us, and we’re sorry for the troubles encountered with your air conditioner. My name is Edwin and I’m with the Sears Cares Social Media Support team. We’d like to talk to you and have one of our dedicated case manager look into this and assist you in this matter. Please send the following information – contact #, screen name (V Harris) and the phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize and we hope to speak with you soon.

Thank you,
Edwin C.
Social Media Moderator
Sears Social Media Support
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