Sears - Defective Humidifier
In 2006, I bought a Kenmore dehumidifier (Sears Model #580.54701400). I bought this machine for use, as and when needed. A month ago, a dehumidifier (also a Kenmore) ‒ that had served me for many years ‒ began to fail.
As I took the new machine from the box, I recalled having read of a recall of some Sears dehumidifiers. I did an on-line search and found a notice on Sears website, that certain models were a fire hazard. Owners were told to stop using them at once and were advised to contact Sears recall center.
I contacted the Sears recall center, expecting to be offered a replacement machine. I explained to the Customer Service Rep (CSR) that while I bought this dehumidifier in 2006, the machine was factory-fresh: it had never been used, not even for a minute.
The Recall CSR said she was only authorized to offer me just $90, and a $25 coupon, valid towards the purchase of another Sears humidifier!
IF I had actually used the recalled machine for six years, Sears' offer was perfectly fair. Humidifiers have a working life of 10-12 years, so the amount offered was about half of the purchase price of the machine. That's fair, IF the machine had been used for six years.
However my recalled dehumidifier - which was never safe to use - is brand new! It is in the same condition as when it left the factory. Indeed, it had never been out of the factory-supplied box, until I made ready to use it.
I've been a Sears customer for over 30 years. I own hundreds of Craftsman items. Only a handful have been less than serviceable. In this case - a machine that was defective when made (by LG in China) and is still factory-fresh - Sears should simply replace the machine, with one that is safe to use.