Sears Ovens - Page 2

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21 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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Sears falls way short!!
Posted by on
CONCORD, NORTH CAROLINA -- Bought an oven/stove from Sears 3 years ago. After 6 months the handle on the oven door started coming off. The entire front of the oven would fall off. Our only recourse was to buy another one because it would cost too much to fix it. Do not!!! buy ANY Sears products EVER!!!!
For those of you who commented - yes, we used a screwdriver to put the door together but we shouldn't have had to do that! And yes the complete FRONT of the door fell off leaving the inside part closed. Try dealing with that every time you have something in the oven!
     
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tnchuck100 on 01/08/2010:
Exactly how much would the handle have cost you? Was it gold plated? Or maybe had an internet option installed?
PepperElf on 01/08/2010:
was the door actually falling off?
bcd on 01/08/2010:
Was the six-month old oven still under warranty?
SearsCare on 01/11/2010:
To cmonfriday,
First allow me to apologize for the delay in responding to this post. My name is Brian and I am part of the Sears Cares Escalations team. I am very sorry to hear about the problems with your range door. You’re correct, you should not have been having issues with the door, especially so soon after purchase. Are you still having problems with it? If so, then we need to step in and determine how we can get this issue resolved for you. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be frustrated. In the email, please provide a contact phone number and the phone number the range 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 (cmonfriday) used to post here for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian J.
Senior Case Manager
Sears Cares
TX Gator on 12/26/2010:
I have had the exact same problem with my door handle. At first I was able to screw it back in, but now it is stripped out on one side and poses a real hazard as we have children in our house. This appears to be a genuine defect in the design itself, and I feel that this is something that should be handled by either Kenmore or Sears. Can someone help me on this? It is a Kenmore stove, model# 790.96112406, serial# vf54470147. BTW, while trying to get those numbers, I tried to open the upper door just a bit to get some light, and the other handle came loose. Thankfully I was able to catch the glass front in time. This problem poses a HUGE liability concern in terms of safety.
SearsCare on 01/06/2011:
To TX Gator,
My name is Dianne and I am part of the Social Media Support Team. First allow me to apologize for the delay in responding to your post. I wanted to reach out to offer you assistance. I'm very saddened and concerned by what I've read here concerning your stove. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (TX Gabor)for reference to your issue and we do look forward to talking to you soon.

Thank you,
Dianne D.
Social Media Support Team
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Who stands behind Kenmore? ... NOT SEARS
Posted by on
GREENVILLE, NORTH CAROLINA -- I purchased a toaster oven for my mother-in-law in May. I didn't buy the extended warranty because it had a 2 yr replacement warranty. Five months later, the timer will not shut off the oven. The oven smells like electrical burn. I didn't have my receipt, but it's a Kenmore, so I thought they would stand behind their brand. I also thought they would have record of the purchase since I could supply the debit card number, the name, the date, and the exact amount. WRONG. They will not do ANYTHING without the receipt and they have no record of the purchase. I made an additional purchase at the same store 2 weeks ago and they have no record of that purchase either!!! I've made my last purchase at Sears!
     
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SearsCare on 11/03/2009:
To BGSissy,
My name is Brian and I am part of the Sears Cares escalations team. I am very sorry to hear about the issues you are experiencing with your toaster oven and our inability to find the purchase in our system. I don’t know why the store would not have it as they should keep receipts for a year. We should be able to be of assistance to you in resolving this issue, however. At your convenience, please contact my office via email at searscares@searshc.com and we will be happy to help. In the email, please provide a contact phone number and the phone number the toaster oven was purchased under (if different than the contact phone number) and we will call you directly. Also, please provide the screen name (BGSissy) used to post here for reference to this issue, and we do look forward to talking to you soon.

Thank you,
Brian J.
Senior Case Manager
Sears Cares
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Rip off by incompetent repair technician
Posted by on
GEORGIA -- I hate being treated like this.

Our electric oven quit working and the Sears technician told my wife that it needed both upper and lower heating elements and a thermostat and it would cost $600. Well the oven was old so she declined the repair. I was resigned to the fact that the oven needed to be replaced. Then our clothes dryer quit so we called another appliance repair company. The technician fixed our clothes dryer so my wife asked him to take a quick look at our oven. Yes - it needed a lower element. Yes - he had the part on his truck. Yes - it got fixed for $125 (labor and material). Two calls to Sears to complain about this and no luck getting anything but a smug dismissal. Per Sears they must rely on the professional judgment of their technician in these matters. What about the plain fact that the Sears technician tried to oversell the job and then extracted $129 cash from me for nothing but bad advice. I looked on the internet and the lower element part is only about $30.

Apparently Sears does not actually do appliance repair. Their business plan (scam) is simply to rip off the customer - so what if the customer complains - just move on to the next sucker.

After reading some of the other Sears complaints I actually feel lucky since I was only ripped off $129. Others have done much worse.
     
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qualityappliance on 07/29/2009:
"...professional judgment of their technician..."

That's just too funny.

You are correct that they rarely repair anything but their real business plan is to sell extended warranties.
catching up on 07/30/2009:
I'm confused was the $129 dollars a service call charge ?
Did you know about this charge ahead of time ? Seems kind of steep to me.
SearsCare on 07/31/2009:
To garygabriel,

My name is Brian and I work for the Sears Cares escalations team. I am concerned about what I have read here. I can assure you we set very high standards for the services we offer and I would hope the technician was just unable to isolate the issue. That being said, sometimes, in order to get the issue resolved as quickly as possible to keep you as a customer from having to take too much time off of work we may order more parts than may be necessary. The parts that are not needed would not be put in, and you would not be charged for them. If we didn’t do this and we ordered one part, you take a day off from work, the part gets put in and doesn’t resolve the issue, then another part would have to be ordered and another appointment set, causing you more time off from work and so on thus causing you more frustration and time lost. We would like to look into this situation to see where we can improve and address the issue with the service unit to ensure the highest level of service. As for the part being available online for less, we use only new parts from the vendor/manufacturer and they have a 1 yr warranty as opposed to a refurbished part with a 90 day warranty.
At your convenience, please contact my office at searscares@searshc.com so that we can get this issue resolved. Please provide a contact phone number and the phone number the oven was purchased under (if different than the contact phone number) and we will call you directly. In addition, please provide the screen name (garygabriel) for reference to this issue, and we do look forward to talking to you soon.


Thank you,

Brian J.
Senior Case Manager
Sears Cares
Anonymous on 07/31/2009:
Brian, do you ever feel like you're swimming against the tide?
BokiBean on 07/31/2009:
I would like to see some of these people come back and say that Brian actually helped them out...I think that would go a long way.
catching up on 07/31/2009:
Did you notice that Brain never gives his last name .
I wonder why ?
qualityappliance on 08/01/2009:
Brian either doesn't know what he is talking about or is outright lying. Parts ordered through reputable online parts suppliers are the exact same brand new factory parts that they order. If the Sears/A&E parts changing monkeys have to order multiple parts trying to guess where the problem is that just proves that they don't know what they are doing and cannot provide a accurate diagnosis. Lastly, but most important, if the idiot orders multiple parts for a non-warranty repair the customer is charged for all the parts at the time the order is placed and the parts are shipped directly to the customer. If some of the parts are not needed Sears will not issue a refund.
Deecarol on 08/03/2009:
I got the same post from Brian about my non-stainless steel dishwasher door. I think he has his message scripted. I have directly from Sear's technical service in writing that what I have is a knock off dishwasher door, not stainless steel. How does one get hold of Brian anyway?
BokiBean on 08/03/2009:
Did you try the searscares@searshc.com addy?
phil samahu on 01/16/2012:
brian flowchart is making him a liar. the parts are rebuilts, meaning was a defective/damaged part that was sent in. if you have a Sears protection agreement the tech is only allowed to order a rebuilt part, there is no 1 year warranty just a 90 day for that part only.
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No Repair?
Posted by on
FRESNO, CALIFORNIA -- We made an appointment with Sears on 11-16-08 to get our oven repaired. They came out on the 26th just so they can tell us they do not do repairs on Viking ovens. What???????? I thought they could repair all major appliances. I guess not. Now tomorrow is Thanksgiving and I have NO oven. Why did they not tell us when we made our appointment that they do NOT survice Vikings and that way we would have found someone else that does.

Sorry to say they wasted our time and the service man that came out. You guys are sad!!
     
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Anonymous on 11/26/2008:
Interestingly Sears.com has the owners manuals for Viking ovens but has no parts available. I did check 5 different types of Viking ovens and all had the same response 'NO PARTS AVAILABLE' when searching for parts. In fact the repair scheduling form doesn't list Viking as a make they service.
qualityappliance on 11/27/2008:
You should consider yourself lucky that they didn't try to fix it. If they had it would probably be much worse than it is now. You did not give a model number, but if it an all gas model, VGIC or VGSC the problem usually involves the ignitors, (2).
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Bad Business Policy
Posted by on
The Sears store in Norwich NY is closing. I went in there to purchase a wall oven. They had the one I wanted out, and available for sale. I asked one of the workers to purchase it. He took the tag off of it, and proceeded to ring it up. The stainless one did not come up in the system (that is the one on the floor,and the one that I wanted), but the white and the black ones were in the system, however the store did not have either of them in stock.

The salesperson said that he could not sell it to me, that he would have to destroy it, and proceeded to get the hand cart to take it to the back. I said that I had cash, and wanted to purchase it, and they could just put it in my car. He said NO, and that I could not purchase this, and put it in the back.

I have called customer service, and many other Sears numbers, all for nothing...the store is closing 10/24/08... Please Help!!
     
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heaven17 on 10/19/2008:
Destroy it? Not sure what that means but it's possible that there was a recall on this particular model and that was why he couldn't sell it.
Of course, he could have told you this much.
TGT101 on 10/19/2008:
Sometimes stores do not own the displays.
SilverWngs71 on 10/20/2008:
it may have been a returned item and was told to destroy the appliance. Sometimes when an appliance is returned the Mfg will give a RGA. The dealer is then advised to remove the serial tag and get rid of the appliance. That may have been why they could not find it in the system or it could be that the guy was eyeing it for himself and didn't want to sell it.
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Oven Window and Ceramic Top
Posted by on
DENVER, COLORADO -- I think that I have the same stove and same problem as the person that wrote in earlier about the 30" Stainless Kenmore. I can't clean the interior glass and things have dripped in there. The stove is two years old and works great but that oven window is an eyesore. Also, mine is a ceramic top stove. About a year ago I had a burn on high heat and a piece of foil covering the top of a pot on that burner.

When moving the pan the foil touched the burner. It 'melted' on the burner and I have never been able to get it clean. I have tried the ceramic top cleaners and razor blades... nothing works. So be warned - don't let aluminum foil touch a hot ceramic burner!
     
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Have tech will Travel on 03/30/2008:
Yes foil is a problem sorry you learn that lesson the hard way. However you can clean your oven glass, Use two people for this job just remove the screws from the oven handle and door will come apart from the top have the other person hold everything in place. Reach in and clean away. However there still might be staining because of the heat.
qualityappliance on 03/31/2008:
You will probably be better off to call a service technician to remove the door and disassemble it for cleaning. Trying to hold the many layers of glass in the upright position while trying to assemble is a receipe for a pile of broken glass on the floor, some of which are quite expensive.

It also would be a wise idea to avoid Sears/A&E service because as a rule they are a long way from real technicians, and you almost certainly would end up with bigger problems that you are starting with.
Stefanie on 02/15/2012:
I hear you! I've complained 3x now about same thing and have heard nothing. Here is my letter to Kenmore. "Dear Ken More: I write to you bereaved of spirit. Perhaps my 35 year relationship with you meant more to me than it did to you, Ken More. I grew up in a house surrounded by Kenmore appliances. My parents were quite loyal to your name and the quality your name represents. Now, I too, live in my own home surrounded by Kenmore appliances. That is why this hurts all the more to have you turn your back on me, Ken More.

As they say, “fool me once, shame on me. Fool me twice, shame on you.” So if the saying is correct, then I too, am to blame for giving you a second chance. For you see, I purchased my first Kenmore ceramic top range when we moved into our new home ten years ago. Within the first week of cooking on my prized possession, I noticed a drip line running down the glass of the oven door. The drip was neither on the inside nor on the outside of the glass. It was tucked securely away between the glass panels where no Windex or cloth could possibly go. For 8 years I endured the scorn of such an eyesore. When I couldn’t stand it another moment I did the unthinkable…went to Sears and purchased, yes, another Kenmore ceramic range.

After giving my old Kenmore range for free to the first desperate soul on Craig’s List we welcomed you, Ken More, again with open arms, as a new member of our household. We showed you off to all who would listen. Several months of bliss passed and I reignited my passion for you. Then, it happened….I was Windexing spots off the front of your beloved oven window pane when my heart was ripped with a dagger. For your unrelenting scorn returned with a vengeance! A new drip line coursed through your window pain, once again out of reach of cloth or cleaner. What is a loyal friend of Ken More to feel other than anger and betrayal?

So forgive me Ken More, when I question what to do with another such eyesore. Is there a landfill or a solution for such a dilemma? Any feedback would very much be appreciated. For surely you do not wish to risk the reputation of being such a drip! I don’t want to terminate my relationship with you but do I’ve a choice? I look forward to hearing from you Ken More. Until then, I hang a towel over your once noble window to hide your tarnished pane."

Sincerely,

Stefanie Noonan
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Sears delivery team NOT good
Posted by on
OHIO -- We purchased a refrigerator and stove. When asked if they came if they hook up the ice maker/water unit, they said, "yes". The delivery team would not hook up. Also, they unpacked NOTHING! They left all the packing materials in the refrig, and stove. Also all the packing on the outside. Basically, the install was to plug it in. I can do that! They left behind one large box and a wood pallet for us to dispose of. Thanks for nothing. Their service IS NOT GOOD!
     
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Repair No Show
Posted by on
MIAMI, FLORIDA -- Do not use Sears repair! They had 2 consecutive days of no show, and all they had were excuses. They were polite on the phone, but they did not offer any compensation for 2 wasted days. The best way to deal with them is go to their competition.

I am a long time Sears customer, but as of today, I will no longer buy anything from Sears.
     
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Anonymous on 10/03/2008:
Great post.More people need to witness their lack of service first hand.Then they will wise up and use real appliance specialists that care about their customers.

Not showing up for a service call is unacceptable in my opinion.Some customers take time off of work to get their appliances repaired,its bad business to not show up,or at least call.

VH!!
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A Pricy Warranty Does Not Guarantee Service
Posted by on
FAIRFAX, VIRGINIA -- I bought this Microwave Oven along with extended Warranty last October. It is broken in August 2007 (this is actually the 1 year manufacturers guarantee period). I called them immediately and they said someone will call and schedule an appointment to get it repaired but no one called. After repeated calls and escalations end of September a very nice technician showed up and said it needs some part that might needed to be ordered. it is over six weeks now and I am still calling Sears every week and no one is able to give a status. How can an American family survive 3 months without a Microwave?

We trusted and bought Sears products over the time but Sears harassed us to buy the extended warranty on every gadget that we bought with them and said they have 90 days to do so. They did not extend the same service when needed. This will be the last of my Sears purchase. We learned our lesson and very dissatisfied with the level of service.
     
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Anonymous on 11/06/2007:
Sears, that about says it all.

However, American families have 'survived' without microwaves for a long time. Many continue to do so. Heh, I haven't used my dishwasher in years.
jktshff1 on 11/06/2007:
I married my dishwasher 40yrs ago..no problems! lol
Anonymous on 11/06/2007:
LOL, jktshff1...I married mine about 13 years ago, that doesn't mean he always works right!

House rule: Whoever cooks, doesn't have to clean. Guess who does MOST of the cooking around here?

Principissa on 11/06/2007:
I am my pricey and expensive dishwasher. Nothing says clean like a brillo pad and a good scrub. Oh and I hate the microwave. Everything tastes like rubber when you reheat things. Blech!
jktshff1 on 11/06/2007:
emt: I wear the pants, she tells me which ones to put on.
Princi....so is my better half!
Anonymous on 11/06/2007:
13 years, your just getting started. 37 years this year.
Principissa on 11/06/2007:
My better half would be the dishwasher but he works 14 hours a day and I am a professional tv watcher (aka stay at home mom), it's just my way of being fair.
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Negative business practice
Posted by on
CALIFORNIA -- Scheduled repair several days ago for wall oven covered by home warranty (yet another part of this nightmare lasting more than six weeks already) for today, between 8 and 12. 8am the phone rings, it's SEARS automated calling system confirming my repair between 1 and 5. Called the 800 number, put on hold for 20 minutes while forced to listen to their continual advertising bestowed upon me by a sickeningly sweet voice with a smile in it - until finally a sort-of 'real' person picks up. Tell my tale of woe, she puts me on hold again after saying 'all the calls today are in the ____ area (where I live), let me see if I can switch something.' After another 10 minutes, a different sort-of 'real' person' picks up, have to relate my tale of woe all over again only to be told, sorry, no can do - your only choice is to have service between 1 and 5, or reschedule. When I asked if that's the best they can do? The reply was that service scheduled between 8 and 12 usually gets bumped to 1 and 5 because there are more calls for the morning. If you schedule between 1 and 5, they show up between 1 and 5.

I should have been informed of that little-known fact when I first called.

BTW, I haven't purchased anything from SEARS in YEARS, happens this oven came with the unit I just bought. I N-E-V-E-R BUY FROM SEARS -

For me ~

SEARS CREATES FEARS -

and

- LEAVES ME IN TEARS

every time.
     
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Anonymous on 11/04/2006:
Sounds like Sears............
Anonymous on 11/04/2006:
Interesting.
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