Sears Informative - Poor quality refrigerator and even poorer service!
HONOLULU, HAWAII -- Purchased a Kenmore Elite model #52203100, serial number SL2837343 side-by-side stainless steel refrigerator ($2000) and five year extended warranty ($440) in 2002. We've had numerous problems with it since it was new -- 13 service calls in five years; mostly icemaker failures, once it was the compressor, but the latest was the refrigerator door broke off the hinges and fell on my head. I suffered head and neck pain, and experienced headaches for a few days after that. After it hit me on the head the door fell and damaged the kitchen wall.
In 2004 we had seven service calls between April and October alone. We requested a lemon law replacement at that time and was denied!
Upon requesting a replacement under the lemon law this time we were assigned case #1737216 and were told it would take 48-72 hours to process; it has now been more than a week and it is still not resolved. We were told the 48-72 hours is not 2-3 days – it is approximately 9 working days based on an 8-hour work day!!! Ridiculous!!!
We have talked to eight Sears associates, seven at the National Customer Relations Center in High Point, North Carolina (Chantelle, Sally, Monique, Carol, Sandy, Lynette, and Judy). We get the same run-around from different associates, passed on from one to the next, only to be told our case is being reviewed to see if we qualify (how long does it take to see that there are 13 service calls for our refrigerator and that it is a lemon?). We are constantly told that we should be approved within “24-48 hours” and that they will call us back; we've NEVER received one call back. When we call back we are told it is in process and some story about there is a rush on it. Rush??!! More than a week, no resolution, and this is considered a rush??!! Three times we had to provide the associate with features about our refrigerator so they could determine what the replacement value is – three times!!!
$300 of food wasted; can't use refrigerator; can't get Sears to authorize and process a replacement refrigerator; too many excuses and run-arounds.