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Ray of Liverpool PA (08/09/08)
We bought a Sears oven [model 655.92022, electronic glass top] in 2001, this evening we were baking crab cakes when there was a power surge in our home, the power went off, back on, and then our fire alarm went off in the kitchen, we found the oven red hot after about 15 minutes of baking, but the broiler was on, and when we turned the oven off, the broiler STAYED ON! We had to turn off the electric breaker to turn it off. I read similar complaints on your web site, I plan to contact Sears for service but it sounds like a defect in the oven because others have had similar experiences. Any feedback appreciated.
Bruce of Clarksville AR (07/30/08)
My Microwave/Oven combo from Kenmore is about 5 years old, though practically new as we rarely use it more than once a week. Last night, we were baking chicken on low (285 degrees) and left the room for 10 minutes to return and find the oven really hot. Opened the door and the broiler was on! We did not turn it on. Pushed the off button on the oven and the broiler would not turn off. It got hotter and hotter.
Finally we had to turn off the wall circuit breaker. When we turned on the breaker again after the oven cooled and we thought it safe, the broiler came on again! It will not turn off.
I call the Sears Recall center and they say there is no problem, but a quick search on Google shows several reports of this same problem. A technician from Sears is coming to my house to 'look' at it and determine the problem (65.00 charge just to come and tell us what is wrong!) I feel with this many complaints that the Govt. should do a mandatory recall on this oven.
Off doesn't mean off with this appliance.
Darla of Sparta TN (07/15/08)
I bought a very expensive black gas range, with digital clock and temp. My problem is I can't use the oven and the stove top at the same time!! I found the problem a few months back when I had preheated my oven for garlic bread, I had noodles boiling on top, all of a sudden we smelt gas, I saw the top was on a medium, not high, and the temp on the oven was like 150, me being absolutley uanaware, opened the door to the oven, and was about knocked off my but, I guess the pilot light had gone out and for some reason when I opened the door the pilot decided to come back on, with all that stored up gas!!!!
I still have a warranty because I bought extended ones, but at this point I'd like to just get the guy that schedules the appointments to call me back!!!(like he said he would) Through several more cooking attempts, and almost getting blown up, I decide about 2 months ago to buy one of those portable two burner electric deals, so that is how I have been cooking, for a family of four.
Another thing it does is I have to shut the central heating and air off when I use the top burners, or the flames act like the are going to blow out, I first figured that one out when it took almost two haours to boil a head of cabbage!!!!
Almost being blown up!!! Buying and using a camper like electric stove top. and smelling gas I don't know how many times. I try to cook on the grill, rain or shine it's a lot easier than messing with that oven!!
Kathy of White Plains MD (07/14/08)
I called for repair on a new range/oven only 7 months old (still under warranty). Was given a date a week out. Called the day before to confirm. The day of the appointment Sears called to say the technician could not make it, and there was no other tech that could take the service call. I lost a day of pay for no service. They have rescheduled my repair for the following Wednesday with the same technician......... Why did i have to wait another week? They advertise they have over 10,000 technicians.
Cynthia of Cannon Falls MN (06/19/08)
I bought a Kenmore Range that the wire that controls the self clean feature for the oven was never hooked up and I called sears to repair what I thought was something broken. When I found out that it was never wired properly even though the warrenty had expired I did not expect to have to pay to have them fix it. It seems to me this might be a safety concern and also the burners were miswired so that when I turned on one burner the wrong one would go on. The reason I never noticed this before the warrenty was over was because I had rarely used the stove.
It cost me $146.00 to hook up a wire that was never hooked up when the range was assembled.
Jason of York PA (05/20/08)
I purchased a Kenmore range and the door handle has fallen off at least 10 times. The screw is too short and so this is a constant repair. Sears wants to charge me to have a repairman come out and fix this safety issue which I feel is a faulty design issue. One day one of these will fall off and truly hurt someone.
Tricilla of Tampa FL (05/08/08)
I purchased a range that was bug infested. I purchased this range soon after i noticed bugs in my kitchen and so did my husband and family and we niticed they were arou d the stove. I tried to remember what I had did differently in my home and the only thing different was the stove. We pulled it apart as much as we could and beds of bugs in my range. This stove was sold to me with bugs. I have had my house sprayed but these bugs are so in bedded in the range they still are their.
I now have a bug infested house. I was going to have my cabinets refinished but now I have to have them all pulled out and have my kitchen de infected.
Elmer of Der Park TX (05/03/08)
The range was installed on 4/16/08 with tipover bracket. The stove was not leveled. We called and sears sent a crew out to level the range, they pulled the range out to level it but could not reattach the tipover bracket and left.We called and set up to have bracket installed but the tech. cancled the order. I went to sears and had it set up again and it was cancled again. Here it is 5/2/08 the last time they cancled and the bracket is not installed....
Rose of Eskridge KS (02/23/08)
I purchased a GE Gas Range from Sears on November 30, 2005. I keep expecting a recall on the issue but have not received anything yet. The burner knobs are so sensitive that if you walk by with a jacket and it happens to brush against the knobs, they will turn on just enough that when you return home your house will be full of propane. I purchased a service agreement with Sears and have inquired with them as to the possibility of changing the knobs to make them less sensitive. They agree with me that there is an issue, but they do not have a solution to the problem. Please advise. Fortunately, I do not have any young children at home as a slight bump with their head would turn the knobs on.
Tom of Salt Spring Island AK (02/11/08)
Waiting for a tiny part (thermal fuse) for 5 year old range. 46 days and counting.
Carol of Hackensack NJ (02/03/08)
I called Sears appliance repair regarding my gas range. The Electronic Controls touch pad on top of my range does not work. Therefore, I cannot use my oven. The burners work as does the Warmer Drawer knob. I have a warranty extension agreement that runs through 2011. I wanted to make an appt. for a repair person to come to my home to see what is wrong. However, since I live alone, work in NYC and come home between 7 and 7:30 every evening, I couldn't get a repair person. They only work Monday thru Friday, 9 to 5 and do not do repairs in the evening or on Saturday. The young lady I was speaking to in the Rapid Resolution Dept. said Sears does not make exceptions to people that have the same problem I do. This was not a Rapid Solution; it is a terrible way to do business. The customer with a problem is treated like garbage.
Delma of Harrietta MI (01/27/08)
Store did not deliver the correct stove that I wanted and now they want to charge me more money for the one I was suppose to get, the took away my old stove and cannot return it. I spcifically told them I wanted an american made product, they told me I was getting a stove made in Georgia and I recieved one made in Mexico but Lisa says it was not her fault, GE told her it was made in the United States
Jan of Westlake OH (01/23/08)
On 4-7-00, I purchased a Kenmore Elite Gas Range for $1199.99. About 10-04 or 05 the clock died which means no oven. I replaced it after some difficulty in finding the $300.+ part. It was noted that a new manufacturer had made this clock. On 10-07, the clock died again! I have called and emailed Sears asking if this is a defective part, etc.and have just gotten the runaround. Copies of the emails available. Any suggestions would be appreciated.
Teresa of Arlington TX (01/23/08)
Last night I baked bread in my electric Sears Kenmore oven. I turned the oven off to let the bread work on residual heat. When I rechecked the bread less than 5 minutes later it had burned. I removed it and checked to assure the oven was off, it was. A short time later I entered the kitchen and it was extremely hot. I looked it the oven and the Broiler coils were glowing bright red. I verified the oven was indeed off, but the heat and glow was not dissipating. I continued to punch the off button until I got an error code of F3 the manual told me to hit the cancel/reset button which I did and the message came back. The manual then instructs you to call a repairman. A lot of good that does when your oven looks as if its going to explode! I finally pulled the stove out and unplugged it. My only thought was what would have happened if I had used the oven, turned it off and left for work, (which I sometimes do) my whole house would have burned down! Sears needs to step up to the plate! There seem to be a lot of complaints about the same issue.
I don't have use of my stove, I'm afraid to plug it back in because obviously 'OFF doesn't really mean OFF on this product
Cynthia of Laramie WY (01/22/08)
I purchased a new stove at Sears in Fort Collins, CO. The first one delivered made a loud clanking sound when the convection oven was turned on and was replaced. The second one immediately had problems, also. I went to the store and told the clerk that I couldn't get the top clean. He informed me to wipe the dust off before cooking on it, as he turned and walked away from me. The stove (just after the warranty expired) also did not bake at the correct oven temperature. I called the Sears repairman out and was told that it would cost me a service call plus additional fees for any parts that were replaced. When he arrived, he was here just a few minutes and said the problem was the result of how I set my oven to the desired temperature using the bake button instead of the pre-heat button. He charged me another $75.00 over the service call fee for his 15 minutes. While here I asked him what I could do about the glass in the oven door; it had gathered up so much fuzz, dirt, etc. in between the two glasses because it wasn't sealed correctly when manufactured. He said that was a major job to replace, and he didn't want to do it.
Then I received a notice of a class action suit re: Sears not installing a Range Stability Device. I filled out the paper work but didn't want the $50 coupon towards a new Sears appliance as I would never purchase from Sears again. I wrote to the company's National Customer Relations office re: my being so dissatisfied as a customer; and two months later, I've never even so much as gotten an "I'm sorry for your experience". I so wish I had read others comments prior to shopping at Sears! My only satisfaction is to share my experience with others whenever I have the opportunity to do so.
I saved my money for over 6 years to purchase the above mentioned stove. I purchased it on sale for $1400. I also purchased a refrigerator from them. I'm not financially able to go out and replace the stove until I once again save up for another one, but even if I could, I would still be angry about their lack of concern of selling defective appliances and their total disregard for customer satisfaction.
Luann of Antigo WI (01/21/08)
The screws are too short in the handles of the Kenmore stoves from Sears. Also the tension in the springs is too tight causing the doors to SLAM shut, therefore loosening the screws. Ours have fallen off two times in the 15 times we have used the oven and the door falls off in sections: HOT stainless, HOT glass, Hot metal. Of course they will not pay for a repair because I do not have a warranty. We have been able to screw everything back together, but one of these times we may not be so lucky in not getting injured!
Nancy of Spruce Grove OTHER (01/20/08)
I pursed a self-cleaning stove, and it was repaired two times in Oct. 2007. I put the self cleaning on about two weeks ago, and the wiring caught on fire and turned my house into smoke, as well as the back wall where stove sits. We could not get it out, so we pushed the stove out the front door. I called Sears, and Al said he saw it was still under warranty and would all back. He has not. I had to purchase a new stove, and now I want my money back.
This is very poor service. I always got everything from Sears, but because of this I am getting rid of my Sears cards an will not longer purchase there. I will tell everyone else if I do not hear from them soon. I will put the stove from Sears in my front yard with a sign on it that this is what you get from them. If I had not been home, who knows what would have happened. I now do not want replacement or gift cards but my money back. My brand new furniture now has smoke damage, also.
June of Spokane WA (01/20/08)
Sears Kenmore 30 Self-Cleaning Electric Free-Standing Range Model Number 911.92712020. Oven and cooktop have worked fine with no problems. This evening we turned oven on to pre-heat at 350 F to prepare dinner. Baking element began glowing bright red in one spot on left front. It looked like it was ready to explode. My daughter immediately turned oven off and called me. She was terrified. I ran to the kitchen, viewed the element glowing through the glass door. I checked oven controls, and all controls were in the off position. The oven element was continuing to operate and getting hotter. It began to look like it was melting. The element started to crack to the right of the glow. I pulled oven out from wall and un-plugged it. The element immediately began to cool and glowing reduced. It was cooled off within 6 minutes. I opened the oven door. I got screw driver and began to attempt to remove the baked element with intention to return it to Sears for replacement. I had great difficulty removing the Element as the attachement was so deeply embedded in back wall insulation. Finally removed baking element. I identified part number as Key No. 251/ Part No. WB44T10010 - Bake Element. I am very concerned with the fact that the oven continued to operate despite the controls being turned off. Unit had to be unplugged to stop the oven from causing a fire. This is a faulty manufactured part and the responsibility of Sears.
Now my family of six has no way of cooking until this is remedied.
Jim of St Louis MO (01/12/08)
The oven broiler comes on without any notice. I have to shut off the gas and electric. It is not a fail-safe design per safety codes. I have caught the action on video and need to WARN OTHERS FOR THEIR SAFETY.
Sandra of York SC (01/04/08)
It is very disturbing to see articles that mirror exactly my experience with the Kenmore Electric range. I put a roast in the oven and 30 minutes later checked it. To my surprise the broiler was on. Turned the oven off and proceeded to reprogram the oven. Five minutes later I checked and the broiler was on. Pushed the buttons again and fatal error came on. The broiler was red hot. I called the Sears repair line for help and received no help. I proceed to the breaker box and tripped the circuit. My oven was glowing and kitchen was sweltering hot. I called Sears repair again and talked to Eddie who was very informative and set up an appointment for repair. My concern is if this will happen again. Do I have to turn off the circuit breaker every time I leave the house? My confidence in Sears is shattered. Since it has happened to a few ovens don't you think Sears should have a recall? They are putting our lives and property at risk.
Peace of mind and confidence. I'm terrified to use the repaired oven. It had a mind of it's own and could not be controlled.
Susan of Harleysville PA (12/08/07)
I turned on my Sears stove, hitting the bake and then the start button. In about 15 minutes it started beeping and showing an error message. When I looked at it, the broiler was on full tilt as well as the lower, bake coils. When I opened the door, the heat was so intense, it singed my hair and eye lashes. The interior glass window shattered. I repeatedly hit the off button, but it would not turn off. Finally my husband flipped the circuit breaker. I phoned Sears Customer Service and was passed around and disconnected for about an hour and was finally told someone would be out on 12/14. Last Saturday Sears called back and said they would send someone today (12/8/07) A repairman showed up, looked at the stove, and told us the glass and heating element (not the full repair) would be $548.00 and there was a charge for the service call!
This stove was dangerous. The glass, when it shattered, was dangerous. Had I hit the off button and gone out, it probably would have burned my house down. The stove is 5 years old. I have never heard of anything like this and am shocked that Sears is being so negligent. The customer service people were not helpful, and the repairman was absolutely rude and ignorant. Do I have any recourse? Please help! Susan Riepen
Anna of Staten Island NY (11/25/07)
On 10/27/2007 I purchased from Sears an electric slide in stove. The salesperson was wonderful but neglected to tell me that I needed installation of this electric stove. Delivery came on 11/06. Realizing that this stove is Hardwired I immediately called sears for installation.I was told I would hear from an installer in 2-3 days. I waited 1 week. After calling several times, being put on hold for 30 minutes, not having calls back as promised, and having miscommunication by the installers and long waits for appointments, and inexperienced installer, I had to cancel my Thanksgiving dinner because of Sears. This broke a 25-year family tradition.
I called the installation dept to get a refund on my charge card for the installation fee of $149.99. That took 8 transfers and over a hour and many many tears.This has been the most horrible experience. I went to Sears because of the reputation and all I got was a nightmare.
I had to rely on take out food, have gained 6 pounds and had a fight with my husband. Mentally I'm exhausted. I have e-mailed this complaint to various Sears depts. and get a standardized apology. I still have to deal with the stove that is not yet installed.
Gay of The Woodlands TX (11/18/07)
I purchased a Gas Range from Sears exactly 2 years ago. As of now, my push button controls do not work which leaves my oven useless. I cannot use my off button. Therefore, I cannot override any function that is currently displayed on my screen. I have a useless oven 3 days before Thanksgiving. As a side note, I also have a 2 year old washer from Sears that stopped agitating last week. So I'm guessing Sears now sells disposable appliances? Not good!
Economic damage is that Sears will have to pay for Thanksgiving for 50 people that I should be cooking for now. I would love to start a class action suit against these crooks.
Gay of The Woodlands TX (11/18/07)
I purchased a Gas Range from Sears exactly 2 years ago. As of now, my push button controls do not work which leaves my oven useless. I cannot use my off button. Therefore, I cannot override any function that is currently displayed on my screen. I now have a useless oven 3 days before Thanksgiving. I also have a 2 year old washer from Sears that stopped agitating last week. So I'm guessing Sears now sells disposable appliances? Not good!
Marc of Bradenton FL (02/24/06)
On 2/16/06 I had a service call from Sears for my home range. The service tech gave me an estimate for repair of $245. I asked him to break down the cost which was: $49 service call, $136 part, & $49 labor. I refused the repair due to the high cost of the part and paid him the $49 ($52 w/tax) for the call. He explained to me that if I was to buy the part myself that it would cost me $49 labor to have him come back and install. Which I did.
I then rescheduled to have him come back the next day (2/17) and no one ever came. Sears claimed never to have the appointment scheduled. I then rescheduled for 2/23/06. When tech arrived, he gave my wife an estimate of $92 to install.
I, over the phone, explained to him what the previous tech had quoted. He couldn't see that and I refused due to the fact that he couldn't explain to me the difference. I then called Florida Gulf Coast District directly, who is the contractor for Sears. I spoke to Annita, who I thought was the rudest customer service person I ever spoke to. She claimed that she could not anser my questions until the tech downloaded the info from his visit at the end of the day and she then PROMISED me that she would call me 2/24/06 with answers.
After not hearing from Annita on 2/24/06, I placed a call into them. I then spoke to Amy who turned out to be even more rude then Annita. She explained that the balance of $92 was the labor of $136 minus the $49 (which I paid). I explained to her that I was told that the $136 was the cost of the part. She explained that the part was $109.
I then explained that I was told that the $49 service call was a separate charge and that I was never made aware that the charge is waived if service is done. She became very rude, and she told me that he couldn't have told me that it would cost $49 for labor in which I asked how can she tell me what he said? She did not care and I asked to speak to her manager. She refused to transfer me and also refused to give me her number.
She told me that she would have her manager call me and hung-up on me. I then called back and asked her to give me her managers name and she preceeded to hang-up on me again. I am now waiting for a call back and I am in shock that I could ever have been treated this way by a Sears service employee.
Theresa of Salem SC (11/27/05)
Three years ago I purchased a Kenmore, 30" self cleaning range, with oven warming drawer.
On Friday Nov. 25, 2005 I turned on my Kenmore oven to pre-heat to 350 degrees. When it reached 350 degrees I put a pot pie in the oven.
After 10 minutes I noticed smoke pouring from the oven. I opened the oven door. There was a great deal of heat and smoke. The frozen pot pie was charred to cinders. I attempted to turn the oven off, but the Off touch pad did not work. I keep a professional oven thermometer in the oven. It indicated 500 degrees.
My husband was out of town for several days. I had no idea which electrical breaker to pull. Moving the stove to unplug it became a necessity.
I called the nearest neighbor to see if he could come and unplug it for me. He was not at home.
At this point I had two options.
#1. Call our rural, volunteer fire department. Hopefully they would be able to come out before the house caught fire.
#2. I could attempt to move the stove myself.
By now, the oven themometer had reached 600 degrees (the top setting). I tugged and hauled on the range and was able to move it a little way from the wall. Then the oven thermometer cracked and burst. I was able to reach my foot behind the very, very hot stove and kick the plug loose.
On Sunday, when my husband came home, we plugged the stove back in. We thought perhaps the electronics needed to be reset. Immediately, the oven came on and we were not able to shut it off. Because of this problem we can not use the burners either.
Currently, it is sitting in the middle of my kitchen.
Michelle of Scarborough ME (6/28/05):
In April of 2005, our Kenmore wall oven locked itself shut and started to
self-clean. The bake, broil and self-cleaning lights came on and the oven
started heating up. The controls went bonkers. The only way to shut the
oven off was to flip the circuit breaker in the basement.
I contacted the Sears store in the mall and was told they had never heard
of this happening. I was given the Kenmore repair number to call and was
told they had not heard of this either. I then called the Sears' national
consumer line and got the same story.
The first repairman thought the problem was wiring that could be repaired
with new parts for $137.00. However when they came to do the installation,
they realized the wrong part had been ordered and the correct part would
cost $450.00. Everyone we spoke to at Sears agreed the oven was a fire
hazard, but due to its age (10 years) everyone said it "was not't their
problem". I informed them that if my house had burned down because of
their appliance it would have been their problem. Being a former insurance
agent I know that for fact!
June 28, 2005, my parents went to a Sears store in Lewiston, Maine to look
at appliances. They told the sales person about the problems I had with my
oven. She told them she knew of two customers with the same problem and
Sears replaced their ovens for free. One of the ovens was at least 8 years
old.
I had to pay $514.00, after a disgruntled customer discount, for my new
oven. I went five weeks without an oven. I am concerned that other people
out are using these ovens and are at risk for fire or injury.
Helen of Glenmoore PA (1/11/05):
One of my burners died on my GE Electric range. The left front one that is connected to a bridge burner. Well, the repairman came out and checked it and said both had to be replaced. Fine. He ordered the part and when it came in another repairman came and installed it. But when he finished it he told me that he had messed up my clock (the time on the clock. No problem I told him, I can fix that. Well he left my house rather quickly and I started to change the time and it wouldn't work, then I proceeded to check the timer on my stove and it wouldn't work either, so I continued to test the oven. My stove is digital. The number pad wouldn't work at all.
I called immediately to have someone come out and fix what he broke. I called four times and then they said that noone could come out that day and I asked when. This date is 1-10-05. They told me that the earliest day a repairman could come is 1-27-05. I didn't break the thing and I shouldn't have to wait that long to fix it. I need my oven. I bake everyday. Also I am a diabetic and my husband has very high colesterol. I can't keep making fried foods for both of us. Also we can't keep going out to dinner. Unless you wish to pay for it.
Well, finally I called again and asked to speak to a repair manager. I did talked to a woman named Shirley who lives in Maryland. She was very nice and she was able to get me a repairman to come this Thursday, which is three days from the day it was broken. Incidentally, I am under contract for repairs. Well, the repairman will come this Thursday, I am sure but if it needs a part I will have to wait another week. Your policy for repairs is the pits and some of the repairmen are not qualified to do the repairs. I feel that the past repairman who came Monday did know that he broke the digital number pad and left me in the lurch.
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