Sears - Kenmore
Model 66513873 - Complaint
OHIO -- In 2006 we did an $85,000 renovation of our kitchen and chose to use all Kenmore Pro appliances. Our kitchen won NARI remodeling awards in northeast Ohio after its completion. Unfortunately, choosing Kenmore appliances has turned out to be a nightmare and that is an understatement. Shortly after installation the problems began.
We have had our dishwasher fixed approximately six times for leaking. If my memory serves me right we had it fixed three times in one year. As I write this today the dishwasher is leaking all over the kitchen. The Sears technicians have replaced the door seal multiple times and it obviously still leaks. We have paid repeatedly for subsequent repairs because Sears will only stand behind their repair 90 days, if at all. Even if it has been fixed five times for the same problem if the sixth event happens on day 91 Sears employs the “gotcha” and we have to pay again.
I contacted a chat agent at Sears today. They told me to fix it myself by going to managemylife.com! They would be happy to send another technician and charge me again but other than that I have been told to fix it myself. The agent then went on to say that Sears appreciates my business. That is not true.
In addition to the dishwasher problems we just had our Kenmore Pro refrigerator “serviced” because the inside rusted. Yes, you read that right, a Pro refrigerator rusted on the inside. The technician said it was defective workmanship but since it is no longer covered by warranty I have to pay for it.
Now we have our freezer scheduled for repair on Friday 8/9/13. We think the technician did something to the freezer when he repaired the refrigerator but do not anticipate Sears owning up to that.
Additionally, the numbers for the heat settings on our cooktop knobs all wore off. My wife used a Sharpie to write the numbers back on because Sears said it is normal wear and tear and that replacement knobs will cost us $50 each. That is a nice addition to an $85,000 kitchen.
A dream kitchen that in reality is a nightmare kitchen. Buyer beware. Sears will not stand behind their products. It is not the same company it once was.
Sears sent me an email in regard to this post. They offered to "assist" with another repair of the dishwasher. "Assist" means they will offer me a discount on parts. Unreal. Insulting. Why would I pay any amount of money to have the dishwasher "fixed" again? Their technicians have not been able to fix it and they are now suggesting I should buy parts. If I don't laugh I will cry.
Alternatively they offered a discount on a new Kenmore dishwasher. Again, this makes no sense. Given their track record why would I purchase another Kenmore dishwasher? That is nuts. They have proven repeatedly that they don't stand behind their products. However, they repeatedly say they value my business. They value an unending stream of revenue for repairs that are the result of poor quality. They don't care that their substandard appliances are an Amityville horror for the homeowner.
Message to Sears: Divest of Kmart and not loyal customers.