Sears Kenmore Elite Appliances - Page 2

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238 reviews & complaints.
Dear Valued Customers: My name is Brian and I work for the Sears Cares Executive Escalations team. We want you know we are here for assistance. If you have any questions, concerns, or current problems you are experiencing with Sears please contact my office. We can be reached via email at smadvisor@searshc.com. In your email please include your name, phone number and an outline of your current issue and we will contact you directly. We appreciate your business and we look forward to hearing from you soon.

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Kenmore Model 795.5137 refrigerator
Posted by on
NEW YORK, NEW YORK -- Purchased a Kenmore elite refrigerator freezer side by side model number 795.5137. Took delivery on a Wednesday. The doors were taken off for entrance into the house. Pluged it in about 3pm after putting the water line on and taking off the tons of tape used in shipping. Four hours later still as warm in the fridge as outside. Called tech service after being transferred three times to an expert on this fridge I was told I must wait 24-36 hours. I explained I had food sitting in ice chests and on my counter, he said do not put food in. I waited 24 hours and did not open the doors at all/ When I checked the fridge was still warm, the fan was blowing warm air. I called the tech service transferred three times to the EXPERT this guy had me press a few buttons and asked that I hold my phone up to a small speaker on the door. The speaker let out what sounded like a fax machine. The expert said from that sound he could tell the fridge was in fact cooling down and that the inside temperature was 74. I explained that in my house and outside the temperature was 70 so I would be better off leaving my food outside. I than was told wait a few more hours which I did. At somewhere after 11:30 pm I had had it I called again and was told to call delivery service and have the fridge exchanged. I had to wait until the morning. I called delivery service and was told I could not get a new fridge delivered for three days. I raised hell and got a next day delivery. Next day new fridge arrived at 3pm delivery guys took off doors brought it in and took the old one. I asked delivery guy if taking the doors off may have had something to do with the problem he said no way. So I hooked up the water line peeled off the tape and plugged it in. Four hours later nothing fan blowing warm air. Called tech same transfer three times finally got tech said I must wait 24 hours do not open doors. I tied a string on the handles so nobody would open this thing up. 24 hours later untied the doors expected to find a fridge waiting to cool my food and guess what yep warmer than outside, called tech service again told I should check outlet voltage which I did and it was perfect, I even ran a heavy duty extension cord to an air condition outlet in the living room and no difference. Tech said I need to schedule a repair man, was told 10/24 first available I explained to tech on phone that that is over a week away she said nothing she could do. She than said if you have medication in the fridge it will be considered an emergency. I said I do have medication in the fridge and she made the appointment for three days out. As I right this my wife is on the phone getting no where with Sears. I will not be waiting for a tech I will be getting this back to Sears and purchasing a reliable fridge from somewhere else. I'm done with Sears if I coulsd I would drive this fridge to the CEO doorstep and leave it there. I have been a liflong Sears customer no more
     
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At Your Service on 2011-10-16:
I can't say I blame you. Is the thermostat control for this unit on the door? If so, it is possible that removing the door has disengaged the control for temperature, leaving the unit setting idol. It is, of course, also possible that they've received a bad batch of these units and have yet to catch it. A third option not spoken about, but one worth considering, is that it sounds like getting the refrigerator into the home was a somewhat tight squeeze. If the fridge was tipped any further than fifteen degrees from center, it should not have been plugged in right away. It is better to allow the fridge to set upright in its final destination for twenty-four hours before plugging it in. It is possible that the compressor was blown due to this one action.
SearsCare on 2011-10-18:
To vsvd22,

I came across your post and I wanted to reach out and apologize for the issues you are having with your new refrigerator. I realize how frustrating it must be to have this happen twice so soon after the first refrigerator was purchased and delivered. I'm also sorry that the technical advice you received was not helpful. My name is James and I’m part of the Sears Cares Escalations team and we value you as a customer. We hate that you are experiencing this kind of inconvenience and we would like to help you resolve this issue as soon as possible. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the refrigerator is listed under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (vsvd22) for reference to your issue, and we do look forward to talking to you soon.

Thank you,
James H.
Social Media Moderator
Sears Social Media Support
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Sears Installation/Delivery
Posted by on
We just bought our first home last year and had to buy most all appliances. Our first experience with Sears delivery was very good. Our 2ND avoided disaster because luckily our contractor was there when they delivered and attempted to install the washer/dryer. The delivery guys were saying that we were not hooked up to a water source or something to that effect. Our contractor figured out the problem immediately fixed what ever very minor issue there was and the delivery guys then installed the washer/dryer with no problem. Had my contractor not been on-site though, their knowledge was extremely limited and it could have been a problem as ugly as the one I'm about to describe in this post. However, our Dishwasher was installed by I think a subcontractor of Sears who was excellent. So overall my experiences with Sears was just okay at that point.

Now here's where my Sears Delivery/installation experience gets as hairy as the experiences others have written about on this site.

I ordered the Kenmore Pro 36" duel fuel freestanding stove. I have been eyeing this stove for a long time and finally took the plunge and purchased it when it went on sale ... I ordered it online with next day delivery. The delivery guys, number one, did not have the 60" gas connector I had also ordered. Okay I let go of the frustration of just having lost $14.98 because of their inadequacy, and also because at that point my main concern was to get the stove installed and running and I apparently already had a gas connector that was fine. Then they installed the 30 amp cord onto the stove and told us that we would need an electrician to get us the 220 volt line installed (we had a standard 110 outlet ... my command of electrical speak is limited). Fine, we called a wonderful electrician who did a great job. He told us that the cord Sears installed on the stove (they install it upon delivery)was no longer used for stoves and was not up to current code. The electrician installed the correct 30 amp up-to-code cord on the stove. We were thrilled. I decide I'm going to roast a chicken in my new electric oven that evening. I do everything the instructions say and after waiting ten minutes no heat. I try several times, still no heat. Sears customer service was great ... they offered to deliver a new stove.

Here's where the real delivery/installation nightmare starts ... The delivery comes as scheduled. They hall away the defective stove and I ask them to use the cord my electrician had installed. They said no they can't do that. They install instead a 50 amp cord and tell me that the electrician got it all wrong and that they can not hook it up and to get the electrician back to correct his mistake and then to call Sears back to have them come back and install the stove. I call my electrician in a panic as I really know nothing of any of this technical stuff at that point (this experience of course gave me a crash course!) My electrician says he followed the instructions provided with the stove to a T. I go and find the instructions and sure enough he is right ... the instructions specifically calls for a 30 amp cord NOT a 50 amp cord. My electrician explains that 50 amp is used for all-electric stoves and since this is only partially electric (oven) then only 30 amp is required. I call Sears up and explain all of this to them and they say I'll receive a call as to whether someone can get back to my home in the same day or not. I get a call from the same delivery guy that delivered the stove that morning, insisting he cannot come back and that no one can come back and to call Sears to schedule for the next day. I call Sears very frustrated explaining the whole situation yet again. In the meantime, I get my electrician over who installs the 50 amp outlet box so that the big 50 amp cord the delivery guy incorrectly installed can be plugged in ... my electrician said it would not hurt the stove because he did the wiring for that outlet to accommodate 30 amps ... We do the 50 amp outlet box since Sears installed the big 50 amp cord. Finally Sears Delivery manager calls and says the guy that delivered my stove will be over in 10 minutes. The delivery guy arrives and seems very frustrated that he had to come back and he completely discards the fact that he installed the incorrect cord and has me test the stove so that he will not be liable if anything goes wrong with the stove. Fine, I do it. But then he has the nerve to BEG me to give him a good review when Sears calls the next day for a rating of the delivery/installation experience. His only saving grace in this story is that he did give me the 60" gas connector I had ordered that the first delivery crew did not have with them ... at least I will be able to go to a Sears store and return it.

I was in shock at his overall very disrespectful attitude and more so for his not willing to correct the situation let alone admit to the fact that he did not know his product. He was very obsessed with not wanting to take responsibility for his mistake by not answering my questions regarding putting the wrong cord on my stove and he was also very obsessed with not wanting to test the stove so that he would not be deemed liable if the stove did not work or if anything broke as a result of testing it. But he very blatantly had the nerve to literally BEG me for a good customer service review.

So as far as I can tell, the oven and stove appear to work fine now but I am completely disgusted with Sears delivery/installation team. I had to miss a whole day of work because of the delivery guys incompetence and lack of caring to know what he is doing. I lost a days pay because I had to stay home and call my electrician while going back and forth with Sears. SHAME on SEARS for allowing this kind of service!!! I read countless other stories that sounded even more brutal than mine on this site. It is so sad and shameful to see such rampant incompetence.

I hope I made a good purchase and I hope I do not have to deal with any defects on this stove. With this kind of service it is hard to feel confident of anything Sears installs or sells for that matter.

I hope Sears does something to make sure their staff are trained at reading the products instructions so as to avoid others having to deal with as much incompetence as I dealt with yesterday. Had they installed the correct cord on my stove, I could have gone to work yesterday but instead I lost a whole days pay calling Sears and my electrician who also had to deal with Sears incompetence! My electrician was kind enough to not charge me for the extra visit but it wasted his day as well as mine. This is not an inexpensive stove and to have to deal with such vast incompetence is absolutely unacceptable!
     
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Defective Product - Deceptively Sold In 1996 - Customer Relations Reps
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GREENVILLE, TEXAS -- I purchased a Sears Kenmore Sewing Machine in 1996, my 3rd, which was my 1st top loading bobbin. My previous models were front loading bobbin's & holder constructed out of stainless steel. This newer model purchased the bobbin holder is constructed out of plastic. Today I contacted the Sears Customer Relations Center & spoke with the 1st Rep. & was told the manufacturer was Electrolux Home Appliance. He & I became into a heated debate when he implied that I the Consumer, misused the machine to cause the defect which is causing my machine not to pass the top thread to catch the bobbin thread & allow the machine to sew. As I EXPLICITLY explained to this Rep. when you have a plastic bobbin holder which has been hitting against a fixed stainless steel niche, something that is TOTALLY out of my hands, the vibration of the machine itself, something again I am unable to control.

As I stated to him my previous machines were constructed of ALL stainless steel as the bobbins were stainless steel. The roughness of the plastic hitting against the stainless steel has now totally prevented me from sewing on my machine, as none of the top thread with catch the bobbin thread, without making a disaster inside the bobbin holder. He again implied that I did not maintain my machine properly. I asked him if he sewed? He replied no. I then told him that I felt I had been Deceived as a Consumer on a Fixed Income & since my illness has caused me to lose 25 lbs. I only wanted to sew my size Sm clothing into a smaller size to fit me & he remarked that he did NOT care about my clothing or the fact that I did NOT have monies to purchase new clothing since I am on Social Security. I then told him that had I known at the time of my purchase in 1996 that the vibrating of this machine would cause the bobbin holder to hit the metal niche, I would have purchased "another brand sewing machine" with a metal bobbin holder.

I asked him WHO the manufacturer was & was told Electrolux Home Appliance made this machine. HE LIED. We then got into pricing particulars, MANUFACTURER PRICING & STAMPINGS OF PLASTIC PARTS ~vs~ stainless steel costs & WHY Sears chose to allow their manufacturer representative & vendor to shift from a stainless steel bobbin holder to a plastic holder. This Rep said it was to make the machine itself "lighter".

I INFORMED him that the millimeter weight he "thought" made it weighed less, was actually charged MORE in the CONSUMER'S POCKETBOOK. The Cost Savings Analysis was actually passed onto Sears, that is why they approved the deal & went plastic for a part that was stamped in a tool & die shop for 2Cents on the American dollar & the replacement part is now being sold for $11.99, as it becomes defective from hitting the stainless steel part attached to the machine. This bobbin holder has NO part number which a Owner/Consumer can look up on their manual which also states, we have a FULL 25 YEAR WARRANTY ON DEFECT IN MATERIAL OR WORKMANSHIP / which appear in the internal mechanical part of the sewing machine. This Rep hung up on me before I could even tell him of this FACT. He has a name, I will leave him nameless. I called back & spoke with another Rep & another & then demand to speak to her Supervisor after I obtained her location & ID# & that Supervisor also refused to allow me to speak with his over all Supervisor & HUNG UP ON ME, after telling me to either buy a new part or buy a new machine.

I used to work for a Manufacturer's Representative in Detroit, Michigan, he Repped a Stamping plant that made the GM Cadillac Emblalums so I know how the game is played, & how corporate companies underbid each other to obtain the job & in this case the "plastic bobbin holder" which replaced the stainless steel bobbin holder which I have found out the hard way & at my expense to be DEFECTIVE PART marketed & sold by the Sears & Roebuck Retail Stores to Consumers like myself.

As I told Each & every Representative I spoke to today 11/29/2008, I am NOT the only Consumer that IGNORANTLY purchased sewing machine model 385.16524000, However most ignorant persons who sew & that includes myself, as my machine prior to this purchase in 1996 had technical problems, so what did I do, I just threw it away & drove to Sears & forked over my money & bought a brand new machine...because that it what IGNORANT people do, we throw away the old & buy brand NEW & companies like Sears love to see us come through "their" front door.
But when we call "their" telephone lines with OUR COMPLAINTS, legitimate complaints, they don't want to hear about it. And when their smart mouthed Customer Service Reps tell you to contact the Manufacturer & they LIED TO YOU from the very GIT GO, that just tells me just how much more deceiving this company is. WHY should I complain to the Manufacturer when Sears is WHO sold me, the Consumer, a 3 time Customer of their sewing machines not to mention, vacuum cleaners, washers, dryers, lawn equipment, Craftsman tools, home decor, furniture, need I go on?

Customer Service Representative when they are addressing a Customer and they have the name of the Customer & that Customer is a WOMAN, DO NOT ADDRESS THE WOMAN AS "MS. WARREN" 3 times in a row & have me correct you 3 times until I explode! I do NOT sound like a MAN when I speak & then hang up on me.
These Sears Reps are HEARTLESS, REITERATING their notes that I have great problems a Consumer on a Fixed Income & since 1985 my illness has caused me to lose 20 lbs. in the last 6 months I only wanted to sew my size Small clothing into a smaller size to fit me & he remarked that he did NOT care about my clothing or the fact that I did NOT have monies to purchase new clothing since I am on Social Security. My MRI says I have Cysts in my spinal discs & ALL I WANTED TO DO WAS MAKE MY CLOTHING FIT.

When I told the last of these Sears Reps that Singer still sold a machine that had a stainless steel bobbin holder, but due to my IGNORANCE at the time of my purchase, plastic hitting metal was going to make the edge rough & NOT allow the thread to draw the bobbin thread up into the feed & allow me the Purchasing consumer to sew happily.

THAT IS A MANUFACTURER'S DEFECT AND FLAW WHICH HAS PREVENTED ME FROM SEWING. It is not from abuse. It is not because the holder is broken. It is not because my machine has not been maintained.

This is because this particular machine, which cannot even be found upon the Sears.com website, which only leads me to also believe that it also may have design flaws, which is what corporate companies do when products are NOT free from defect and Consumers have bought and paid their hard earned monies.
Each & every time the subject of a Court of Law was brought up, such as "how a court of law would look at this particular claim of action the legal terminology is reviewed as "deceptive trade act" the Customer Service Rep immediately ended my call after I was asked if I had plans on contacting a lawyer. My response was, you would hardly be the person to remedy this issue, as you do not have the authority to do so an they hung up.

Anyone who deems this information a legal worthy matter, please contact me @ 903-454-1300.

     
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clutzycook on 2008-11-29:
Sears stinks. I wouldn't buy anything from there.
Ben There on 2008-11-30:
Like it or not, most appliances are made with a much shorter shelf life than in the past. Besides maybe my oven and fridge which are both from Sears, I don't think any other appliance or electronic in my house is 12 years old...
Anonymous on 2008-11-30:
I remember my mom buying a washer and dryer when we moved into the house I grew up in. She didn't replace it until 20 years later when she sold the house. Things are definitely not built like they used to. Sad, but true.
Ben There on 2008-11-30:
My grandmother had a fridge that lasted well over 30 years... It had the pull down handle and the freezer than turned into a glacier. Her next fridge lasted under 10.
moneybags on 2008-11-30:
It sounds like your machine may need cleaning and servicing. Lint can build up in the bobbin causing your symptoms. Get the machine to a LOCAL repair man. He probably has replacement bobbins and can service the machine nominally. Forget Sears. Your local fabric store may also be able to help.
Anonymous on 2008-11-30:
Great suggestions, moneybags.
madconsumer on 2008-11-30:
this lengthy rant over a machine 12 years old? it is time to replace the machine.
moneybags on 2008-11-30:
Thanks to John in SoCal
ladya2004 on 2012-04-16:
I purchased model 385-16231301 and it won't pull up the bobbin thread , no matter what bobbin or needle I use. Sent it in for repair. Machine only used twice waited months for return to find it still doesn't work, Sewn all my life, never seen this before. it really ticks me off , Sears won't do anything
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Manufacturers defect and unacceptable service solution
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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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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.
RichardAdams on 2007-12-26:
Your story is remarkably similar 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 success in getting a replacement? What is the number for the national customer service center?

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.
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 supposed 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!
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.
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.
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 judgment 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!
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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Kenmore Ergo Elite 3 embroidery machine
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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 NINETY 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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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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Sears Warranty Complaint
Posted by on
RANCHO CUCAMONGA -- I purchased a Kenmore Mini Fridge in December of 2008 and got the Sears 2 Year Warranty. It worked great until 4/15/10 when it just wouldn't keep anything COOL anymore. So I sent it to the local Sears Repair Center 4/17/10 and get a call a few days later 4/19/10 saying it will cost me $172.19 for repair parts. When in the first place I originally paid $100 for the unit. Not 1 time while I was on the phone getting the run around & (hung up on, mind you) did the reps tell me what parts exactly I would be paying for and how they even came up with the price of $172.19 is beyond me.

They were basically trying to put the blame on me saying I destroyed the unit. Before I had taken the unit in I noticed a hole at the backside top of the fridge and it looked like it exploded. They said due to frost that it damaged the cooling freeze or whatever. There was very little frost when the fridge wasn't producing cold air. The compressor tank on the bottom of the fridge was super hot when I had it unplugged. I mean what if it was left plugged in. It could have blown up or started a fire I should sue their ass. It's just unacceptable.

So I told them to keep the piece of crap and dispose of it because there was no way I was paying the ridiculous fee. Warranty's = Free money for Sears DON'T BUY IT!!!!!!! BUYER BEWARE!!!
     
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SearsCare on 2010-04-20:
Dear gush:

We are sorry to hear that you are experiencing trouble with your mini frige and our service unit. My name is Shayne W. and I am part of the Sears Cares escalations team. At your convenience, please contact our office via email at searscares@searshc.com so that we can look into this for you. In the email, please provide a contact phone number and the number that the service was scheduled under (if it is different from the contact number) and we will call you directly. Also, please provide the screen names (gush) used to post here for reference to the issue.

Thank you,

Shayne W.
Senior Case Manager
gush on 2010-05-11:
Update: Talked to Gabriel from Sears Cares escalations team and he was very helpful nothing like all the other calls I had to deal with. He offered me a gift card and a Phone Number to get my money back for the protection agreement. I will post a update when I receive the card.
gush on 2010-05-18:
Update #2: Just received my gift card in the mail
SearsCare on 2010-06-07:
To Gush,
Thank you for giving us the opportunity to assist with your complaint, I’m glad we could connect and be of assistance for you. We do value your business and appreciate you giving us the opportunity to resolve this issue to your satisfaction. If you need any additional assistance from Sears in the future, please don’t hesitate to reach out to the SearsCares team at searscares@searshc.com.

Thank you,
Brian J.
Senior Case Manager
Sears Cares
gush on 2010-07-05:
Went and got my new fridge yesterday with my gift card. Funny how they tried to sell me a warranty again rofl. I explained my story and the employee was just like wow never heard of Sears not taking their own warranty bs. But yeah I can definitely tell the same fridge I bought has been updated the overall body feels stronger, the back panels are different, the nob to set the cooling temp is now sometimes correct the freezer section. So they have definitely done some updating to it.
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Agitating Agitator
Posted by on
The agitator on this washer is poorly designed. It has 3 fins at the bottom. There is about 1cm of space between the distal portion of each fin and the base of the agitator. The space is lessened gradually as it runs alongside the bottom of each fin and towards the middle of the agitator. At the "end" of the groove, there is a little extra rounded space. One might think from looking at this design that it was purposely invented to ruin clothing. I have had many, many tank tops straps, long-sleeve shirts sleeves, and ties/loops of my clothing, caught on these fins. As if being caught and violently swished around, isn't bad enough, anything caught is subjected to being wound tightly around the agitator during the spin cycle. I have had to free many, many items from this trap and some did not "make it". I have removed shirts who's sleeve cuff got wedged under the fin resulting in a torturous stretching of the one sleeve. Often times it causes ripping, but in some cases the only result is severe stretching (ie a shirt with one orangutan-length arm and one human-length arm). In any case, the design is just plain stupid. If water resistance needed to be reduced, they could have made holes in attached fins. If the fins are designed to sway in the water (they don't appear to do this but who can tell at that speed), then that is just plain dumb as there is no realistic way to do this without causing some issue of entanglement.

Sears, please tell me there is another agitator I can use in this machine and please, send me one.
     
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Alain on 2010-02-02:
Contact the Sears you bought it from directly to see if they have another agitator or a solution.
Slimjim on 2010-02-02:
It looks like the agitator they've used for years but I guess it could have slight differences. Maybe if you take it to a Whirlpool parts dealer, they may be able to compare it to a sister Whirlpool model's to see if the shafts and height are the same, making a Frankenstein type change out plausible. Of course, the fin design would have to vary enough to make that a consideration.
SearsCare on 2010-02-02:
Dear SearsFraudVictim,

We are sorry to hear about the problems that you have been experiencing with your Sears washer. We can only imagine the frustration this has caused you and your family. My name is David and I work for the Sears Cares Executive Team and we want you to know that we are here for assistance. At your convenience please contact my office via email at searscares@searshc.com so we can further discuss your concerns. Please provide us a contact number and the phone number the washer was purchased under and we will call you at your convenience. In addition, include your screen name (SearsFraudVictim ) in the email so we can reference to your case.

Thank you,

David V.
Senior Case Manager
Sears Cares
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To the County DUMP!! Worthless wine cooler & Master Protection Agreement
Posted by on
You be the judge. I want your feedback before I file a claim in County court next Monday.

I stupidly made the ASSumption the Master Protection Agreement was for the customer. In reality it is the, “SEARS Master Protection Agreement”, NOT the "Customer Master Protection Agreement.” The MPA is pure profit for Sears and they throw enough hurdles in the way it is worthless insurance.

28 years as a customer purchasing appliances for rental houses, 14 refrigerators, 6 washer/dryers, and 3 vacuums, big screen TV:

And beginning in March 2008, I finally began 2 1/2 years of buying high end appliances and squirreling them away into storage for my own kitchen remodel. The remodel took us forever doing it ourselves for cash. 1st appliance we installed on a hot August day in 2009- since it was a simple plug-in was the wine cooler. 16 months old by the receipt date, but never used by us- it won't work. On 8/15/09 out comes the service technician under the $190 Master Protection Agreement who puts a big ugly fluorescent green sticker on the $515 wine cooler as "Scrap product, not repairable." The techie says the cooler still has a "test piece” on the end of a missing copper pipe and never should have been sold to us. He also tells us he knows we didn't do it because we can't buy the "test piece" he's looking at. The tech told us to take it to the Thurston County dump. (Sears owes me $10 for that too.) A few days later, I received a phone call suspiciously chastising me for waiting more than a year to use the product, then grudgingly telling me I have a $500 credit toward another cooler.

I kept buying other appliances as they became available and when I was paying, I was told by Sears’ staff I could ONLY use my postcard to buy another wine cooler. Knowing we still have at least another year on the remodel and not wanting to get chastised twice, I waited patiently until the kitchen was done (hallelujah) in August 2010 to go buy another cooler with the $500 credit (and prayed during those long remodel months the new appliances in storage would work when the time came.) Guess what? When I went to buy in July 2010 a much more expensive GE Profile wine cooler and presented the postcard for the $500 credit, the Lacey Sears store wouldn't honor it. Sales staff told me I needed a “PA #”. The staff called a phone number, 800-479-6351handed the phone to me, whereupon Naomi gave me PA # 810978341405, but told me it was useless because I had had only 90 days to use it. First I'd heard of that, especially after getting chastised for buying too early the last time and getting rejected multiple times to use it on other appliances! Naomi offered to send a 2nd techie out to verify the wine cooler was indeed broken. (Now what good would that do? The 1st tech sent to me was incompetent? I found this was a “red herring” to side track me as Sears corporate and I, both had the 1st tech’s laptop print out that said the unit was defective. ) I explained the cooler had gone to The Dump under the 1st tech’s instructions. I tried explaining that denying me the credit toward purchase was a stupid decision since the $500 credit was against a $1055.99 item and I would be paying them an additional $600 for the GE Profile cooler.

So Sears has my money for the very last kitchen I will ever buy from them. Over 2 1/2 years I bought a Kitchen Aid frig, Jenn Air double ovens, a Kenmore range, a Kenmore Elite gas cook top, a Kitchen Aid warming drawer, 2 Maytag & Kenmore Elite dishwashers, 2 Kenmore Elite washers & 2 dryers.

I have just gathered all of the receipts, notes, 1st tech computer print out, green Replacement Audit Tag, and post card for proof of every word of this and next Monday I am going to file in small claims court for the wine cooler, dump fee, and Master Protection Agreement fee. We'll see what a judge thinks is equitable. At the very least, I want refunded the $515.93 wine cooler, 8.8% sales tax, $10 dump fee, and the $190.43 MPA fee.

P.S. In August 2010 we bought a Danby 2-door combination wine cooler and beverage center from Walmart for $990 and are very pleased with it!

Faith J.

P. S.S. 10/24/2010 I received a response from Sears Cares- another mockery of a phrase. Their offer is re-issue the authorization code to shop Sears for a new wine cooler: "While I would encourage you to keep your Sears wine cooler and perhaps return the purchase made elsewhere, you would not be required to keep the wine cooler obtained with the re-issued authorization code. You would be welcome to give it as a gift, or perhaps sell it for profit."

No thanks Sears Cares, I have a set of values & morals. In this poor economy, I would sooner gift $500 worth of food. Furthermore, Walmart earned their sale with a good Danby product that worked. Why would I stick it to their profit margin with a return of a perfectly good product 4 months later?

I am fleeing the Corporate relentless pursuit to the bottom by thrashing and abusing an excellent, long term customer- me. I have found a reason Sears/Kmart went bankrupt.

My mission and sport now will be to use every avenue available to me to tell future customers the ailing Goliath has suicidal depression and will abuse them too without regard or regret.

     
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Venice09 on 2010-10-26:
I think they should refund you the money for the wine cooler. If the other appliances are still covered under the MPA, then you are not entitled to a refund for that. The dump fee seems minor by comparison.

Too bad you didn't replace the cooler right away, but if you did not know the credit was only good for ninety days, I understand why you waited. I think they owe you a cash refund because they sold you something that should not have been for sale in the first place.

You're a good customer, the kind that Sears should try to keep instead of get rid of. Try contacting smsupport@searshc.com or searscares@searshc.com. They may be able to help you before you go ahead with the lawsuit.

By the way, I like your attitude about not returning the cooler from Walmart. Why should Walmart be punished because Sears sold you a defective product?

Come back and let us know what happens.
rockfishing on 2010-10-26:
I personally would say that you're entitled to the value of the original wine cooler minus two and a half years of depreciation on that item. Take them to small claims court and let a judge sort it out.
Venice09 on 2010-10-26:
Why two and a half years, rock? It was only 16 months. And why should they get back less than what they paid? It never worked. It wasn't even supposed to be sold. Sears stuck the OP with a test model. Yes, the OP should have made sure it worked when they purchased it, but I'm assuming they bought the MPA because they knew the cooler wasn't going to be used right away. I did not know these credits were only good for 90 days either. It would have been nice if Sears made that clear when the credit was issued.
rockfishing on 2010-10-26:
Venice - I was going by the date of the original purchase. It surely isn't Sears fault the OP waited 16 months to try the unit. If there was no extended warranty the Sears would of owed him nothing. Then waiting another year plus to redeem the coupon is another issue. There should have been an experation date but Sears resved that issue.
If I was a judge I would base the issue of compensation based on the fact that it was the OP decision to wait all this time to resolve the issue. He is getting compensation based only because he had an extended warranty. The compensation should be based that the unit had been used for the past 2 1/2 years and they should get what that unit would be worth now.
This is only my opinion which the OP asked for. I hope he lets us know the outcome.
Venice09 on 2010-10-26:
You are right. Without the MPA, the OP would have received nothing. And it is not Sears fault that the OP didn't use the cooler for 16 months. But the OP did purchase an MPA which should allow for a replacement of equal value to the one that didn't work. That's how the amount of the credit was determined. But since the OP didn't know the credit was only good for 90 days and didn't want to buy another one too soon before needing it because of what happened with the first one, I understand why they waited.

I just think Sears pulled a fast one with the test model, which is what caused the problem in the first place. And the OP did purchase the MPA to cover their bases. Under the circumstances and taking into consideration that the OP is a good customer, I think Sears should either give them a refund or let them use the credit on something else.

I'm curious to see how this turns out, too. I think it could go either way.
getoverit on 2010-10-26:
Tell you what, I'd just be interested in knowing what Sears does when they get a summons to small claims court. Someone is going to have to get up to speed on this whole mess and be prepared to address it before a judge. At least in our state, it can't be a lawyer and either way, they're going to have to be prepared with the facts.

And is sounds like the OP is ready with documentation and facts all in order. I would be a little concerned about that 90-day limitation, though, and whether that's in the fine print of the MPA somewhere.

Good luck and let us know how it plays out.
Anonymous on 2010-10-26:
Most likely they would just pay what they owe the custoemr rather than waste their time showing up for court.
momsey on 2010-10-26:
I think if they sold a bad unit, then it doesn't matter how long the OP waited to use it. And I think it's BS that a credit for a bad unit, protected under the MPA, is only good for 90 days.

Good review and good luck with court.
robbydee on 2010-10-26:
Aweful experience, but a major issue that may very well derail your lawsuit: I know that the MPA has a form of terms and conditions, several pages long and all legalese. In this document, I am willing to bet that they included the 90 day policy for exchanges. Plus, after hearing your complaint, they waived this 90 policy, in your favor. If this goes to court, and I say if because I'm sure Sears would probably rather settle with you, the judge could very well say that Sears has faithfully fulfilled the terms of the MPA. Hope your new kitchen turns out great and your appliances hold up well.
JBard on 2010-10-26:
Depending on how legally careful the judge is, it may all hinge on the 90 days for the credit. That time limit needs to be legal, and, in writing, told to you. IF that didn't occur, then you should have the right to rescind your previous agreement regarding the non-working cooler, and go for $515. compensation.
Unhappy southsounder on 2010-10-27:
Thanks for all of the valuable feedback. I appreciate it and will keep checking for more. You have presented interesting perspectives.

For those of you not used to the small peanuts issues in the legal system; judges don't read, research, or study. They spend 30 seconds listening to a presentation. If they like you.. they will rationalize a way to rule FOR you. If they don't like you, they find a way to rule AGAINST you. My task will be to sell my case in those 30 seconds.
Venice09 on 2010-10-27:
That's the truth, Unhappy! It's all in the presentation. I'm sure you'll do a great job. Knock the judge's socks off!
GQ on 2014-03-05:
I had a similar experience. In Sept 2011, I purchased a $788 wine cooler from Sears online and purchased a five-year warranty. It died November 2013. I was first told that my five-year was really a two-year warranty (the 5 years was sold in error) and they convinced me to buy an additional year for $74. In Dec 2013, the Sears tech refused to service my wine cooler and Sears proceeded to tell me that my warranty was not valid. They rebated the $163 I spend on the warranties and gave me a $65 gift card. Good luck with small claims court. The judge I talked to said that you will probably wind up having to hire a lawyer to collect and spend more than the amount you lost. Forget buying warranties at Sears!!!!! I also will avoid Sears in the future.
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Dissatisfied with product and service
Posted by on
On October 6, 2009, we purchased a Kenmore Elite stove/oven. In the 8 months that we have owned the appliance it has broken twice. With both instances a part needed to be ordered and we were without the full use of the appliance. All together, in the 8 months we have owned the appliance, we were without full use of the appliance for approximately 30 days. When we purchased the oven, we also purchased a refrigerator and a dishwasher. We purchased all 3 appliances and had faith in the brand and the products. Since the oven has now needed repair twice we have since lost faith in the product.
When we contacted Sears Customer Solutions they were no help. My husband spent 2 hours on the phone with customer solutions, talked to at least 5 different people and still received no resolution. All he wanted was to speak to someone that had authority to either give us a replacement unit or a free 5 year warranty. 2 people flat out refused to give him their supervisor’s name and contact information. My husband was asking for reasonable information. Once he found out the initial person could not help him, he wanted to talk to their manager. After being transferred to that person and it became apparent that they could not help him, he asked to speak to their manager. At this point Eddie (employee #250258) refused to give us the name of his supervisor, corporate address or phone number.
Initially we were asking for a new stove to replace our appliance; no upgrades, no compensation for the 30 days we did not have full use of it. After spending $1600.00 on an appliance, you do not expect to have it break 2 times in 8 months. Our reasoning is that if we continue with this track record, in 4 months when the oven breaks again, it will be out of warranty and we will need to pay out of pocket. Both repairs involved electrical parts and we feel that there is something wrong with this unit’s electrical system. It’s like replacing your tires because of uneven wear. The tires may be new but the alignment is still out causing the same tire wear. During our conversation, Eddie (emp. #250258) our case worker, put my husband on hold to write down some notes. He asked Eddie to have a copy of his notes to make sure he was writing down the correct information. He flat out refused to fax or email us a copy. Then my husband politely asked Eddie to read his notes to him and again his request was denied. At this point my husband’s frustration level was on the rise. He had been on the phone for 2 plus hours and been placed on hold several times. He couldn’t figure out why Eddie would spend so much time on the phone so he asked him if he was allowed to hang up on him, again he refused to answer my husband’s question. He tried to explain to Eddie that if they had pride in their work and believed they were selling a good product that there shouldn’t be any problems with giving us an extended warranty. He also explained to Eddie that we would be without an oven for a week and how would we cook. He suggested for us to rent an oven and he could send us a $25.00 voucher. My husband asked Eddie for our case number so we would have a reference number; again Eddie refused to give it to him and then hung up on my husband as he was in mid sentence.
This has been a very frustrating and eye opening experience for us as consumers. Our old GE oven was over 15 years old and we had never needed service on it. We are truly regretful that we did not buy a new GE oven instead of the Kenmore brand. Furthermore, it is absolutely ridiculous to spend 2 hours on the phone with customer solutions and not receive a SOLUTION! In closing, you have lost us as Sears consumers and we will be telling our family, friends, neighbors, business associates and internet contacts about the unpleasant customer service we received from Sears.
     
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Anonymous on 2010-06-16:
Too bad you bought a Kenmore...Sears is pretty much the only company that will touch that junk,and you found out how well they take care of their customers...


good luck
SearsCare on 2010-06-22:
Dear Tamidi,

Hello my name is Amanda from Sears Cares. I apologize for the customer service you experienced as well as the multiple failures on your range. We would like to be of assistance to you. If you could, please send an email to searscares@searshc.com and provide your screen name (Tamidi) and your contact information. Once we receive this information we will have a dedicated case manager contact you in order to help resolve this matter. We look forward to hearing from you soon.

Thank you,

Amanda H.
Senior Case Manager
Sears Cares

Kathleen9746 on 2010-09-08:
I am sorry to hear about your problems, I have just posted a complaint myself. It's too bad we had to learn this the hard way.
lou7777777 on 2011-01-11:
I have a range purchased in Jan 09. Have had the clock replaced 4 times...and am now on the 5th replacement. Sears says they cannot replace the range.
Steer clear of Sears on 2011-01-23:
Do yourself a favor, just document all issues and report Sears to the Better Business Bureau...don't get mad...the BBB is structured to deal with these clowns...we are not.
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Defective Washers totally unfair, demand a recall or free repair!
Posted by on
There are thousands of people having the issue of accelerated corrosion on these machines. The corrosion seems to be the result of sabotage. These washers have aluminum bearings which are attached to the steel drums. This is a no-no that is well known to anyone who makes machinery. The galvanized action between the aluminum and steel will lead to severe and rapid corrosion. The replacement of the bearing is too costly to make it worthwhile. Sears will not sell the bearing alone so once you pay for parts and labor, you will probably spend more than the cost of a new washer.

The corrosion of this bearing is guaranteed and Sears has deliberately sold these faulty washers. The corrosion will probably begin to occur within a few months, but will progress at varying rates depending on other factors. It seems that the average life of these bearings is 5 years from what I've read so far. One person replaced his bearing near the 6 month mark and it corroded severely again approximately 6 months later. I am sure there are many more cases like his that are not heard about.

The reason I am here is to ask for a fair resolution to this matter. Instead of pushing for recall, I propose a less expensive solution for Sears. I think Sears should start a program to cover the repairs of bearing corrosion for 15 years from the purchase date of each machine OR offer each affected person a fair, partial refund on their washing machine (a pro-rated amount based on the expected appliance life of 15 years plus a fair amount toward installation fees, etc). I also think a website and phone hotline needs to be set up for the owners of these machines so that everyone has access to this program and the refund amounts or promise to repair are written in plain English (or whatever language is suitable) on the webpage. I'm tired of this company pushing little people around and I want to see that everyone is treated fairly. If you are with me, please leave a comment.

Sears, your Kenmore/Frigidaire washer is a piece of junk. Not only did it fall apart after less than 4 years of use, but it badly damaged my tenant's clothing and bedding causing hundreds of dollars in losses for me. Are you prepared to reimburse me for my damages? Don't contact me until you are. I will be adding up my losses and contemplating what I think is a fair compensation before I file a case with the local small claims court. I have alerted a class action lawsuit specialist to this issue and they are eager to take the case as we already have over a dozen people on board. I only began research on this 3 days ago and can imagine how many thousands of people would come forward if I did a little advertising to find victims.

I'm ready to settle this. If you have something to offer me, put your terms in plain writing on this site. If you do not post your intentions, I will assume you plan to manipulate me, and I'm not interested. Exposing your company for the selfish entity that it is, is somewhat rewarding, so make your offer a good one, if you want me to be happy. Keep in mind that I paid $649 for the washer pluss $199 to "setup" which included connecting two hoses and plugging it it. In addition I paid for delivery and purchased the top mount dryer which I have no use for without the washer. I hope you have a reasonable and fair offer to put on the table.

Thanks for your time,
Underdog


Confidentiality Notice: You should not retain, copy or use this posting or for any purpose, nor disclose all or any part of the contents to any other person. The information contained in this posting is legally privileged and confidential. You are hereby notified that any dissemination, distribution, or copying of this posting without consent from the author is strictly prohibited.
     
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SearsCare on 2010-02-03:
Dear SearsFraudVictim,

We are sorry to hear about the problems that you have been experiencing with your Sears washer. We can only imagine the frustration this has caused you and your family. My name is David and I work for the Sears Cares Executive Team and we want you to know that we are here for assistance. At your convenience please contact my office via email at searscares@searshc.com so we can further discuss your concerns. Please provide us a contact number and the phone number the washer was purchased under and we will call you at your convenience. In addition, include your screen name (SearsFraudVictim ) in the email so we can reference to your case.

Thank you,

David V.
Senior Case Manager
Sears Cares
nniesen on 2010-07-15:
So what happened? Did Sears resolve your issues? I'm looking to see if there is a class action lawsuit against Frigidaire/Gibson/Sears.

The bearings on my first Frigidaire/Gibson/Sears front load washer went out at 5 years. I replaced it with the Sears branded model because replacing the bearings and damaged tub was almost as much as a new one. The new one is only 3 years old and loud as heck already.

SearsFraudVictim on 2010-07-16:
I have not had any help from Sears whatsoever. They post replies to my complaint posts to pretend they are going to do something but they never follow up. My family will never buy from Sears again. My family owns thousands of rental properties so this is a huge loss for Sears.

Keep I'm mind a class action would not be as beneficial as a recall as the majority of money in a lawsuit would go to the attorneys not the victims. Then again, the lawsuit could include demands for recall and/or repair of machines.

Your thoughts?
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