Sears-Kenmore Complaint - Appliance defect and repair service
Seventeen months ago my husband and I purchased a new Kenmore Range. I had purchased Kenmore products previously and was always impressed with the quality of the appliances and durability. Two months ago, while my son was trying to remove an item from the hot stove, the handle on the door fell off, the door separated into two parts and the glass in between these parts shattered on the floor. While his injuries, fortunately were minor, the response and resolution and even repair to this product has been nothing less than frustrating. I first attempted to contact Sears to inquire about the door to see if the part was faulty, had been recalled or to see if I could get support. After several days and many many phone calls to one number after another, and promises to have someone return my calls I decided that I would have the oven door repaired as it is unusable and then re-attempt to contact someone within the organization regarding this part. (At one point I even had had a service representative tell me that this was "normal wear and tear" of this product.
When I scheduled the service technician to come to the house, he admitted that the part was faulty, that the only thing holding the entire oven door together was the door handle, and that the screws for the door handle were housed in plastic. This design has now been changed to a metal housing. I was charged $258 for service and new parts, the parts were ordered and another call was rescheduled to install these parts.
When the technician arrived a few weeks later to install the parts, he found that he didn't order the correct parts, so parts were again ordered and now another service call was scheduled. That call was to have occurred today.
Yesterday evening however, a representative called the house - spoke to my son (a child) and relayed a message. Since children do not relay messages correctly, he was unsure of what they told him, so I called Sears to see what time they were going to arrive for the service call. When I called the automated number, I was given the information that my service call was now scheduled for a day next week, and not today.
I called to speak to someone, was again, given several people to speak to, was never told why a service rep would relay information to a child and was just told that my call was rescheduled for next week.
Next weeks service call will be the fourth time that I or my husband will have to make arrangements with work to be available for this call - all for the wonderful price of $258 for a repair of a design flaw which potentially could have caused great injury.
My level of frustration with Sears and its representatives is so high, not only would I never purchase another Kenmore product, I would also highly advise anyone reading this to also do the same.