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Sears Refrigerators

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David of Struthers, OH September 5, 2009

I purchased Kenmore Bottom freezer refrigerator in late 2006. The motherboard went bad and it is no longer available anywhere in the US. Sears tells me they won't help, Kenmore hasn't responded yet. The refrigerator stays warm.

Bill of Canton, TX September 2, 2009

Came out to repair a freezer, and was told it needed cooling coil and they would be installed on rear of freezer. Told installer that was why we b brought the freezer because it was slim and no coils in rear. Now they have sent a compressor, evaporator tub, cooling coil and waiting on condenser another thing is that they come out at their time, I am senior that has a lot of doctors appoints and don't fit into their service schedule. The store where we brought the above items said they would service when we will be home if we let them know several days in advance.

Ouida of Carriere, MS September 2, 2009

Here is my documentation so far: Sears Freezer Repair Info History. I purchased an upright freezer in Feb 08 and left in March to return to Africa where my husband works. My neighbors who watch my house checked my freezer since it was now in the laundry room instead of the garage and emailed me that frost was forming at the top of the door at the gasket and it was so much they were afraid it would force the door open so they kept checking it and removing it until I could get home in August 08.

When I arrived home and phoned Sears, they sent a tech several times to assess it, then they ordered parts and I had to wait for them to arrive and then the techs came to repair it several times and the frost continued to form so they offered to replace it and I upgraded to an even larger, more expensive freezer which they delivered after all the repair attempts to put Vaseline and a white cream all around the gasket that hardened but did not work. I don’t know what else they did but it was November 08 by the time the repairs obviously were not working and a new freezer was delivered.

I returned to Africa in November 08 and then came home in January and the freezer was fine from January thru May tho I used it very little. I arrived home from Africa again on August 23rd and noticed ice and frost forming on this freezer but what made me notice it was the dead ants inside my freezer! I then looked up and saw ice and frost just like the other freezer had. The neighbors did not check it since it was a brand new freezer and never dreamed there would be a similar problem she told me when I asked her if she had checked it, and I had not asked her to because I too thought our issue was resolved with a new freezer which was now back in the garage.

Documentation on Sears contact and response: Called local Sears Manager, Rich, Friday a.m., August 28th, re frost on freezer door, said he would call me back. He didn't. Called again on Mon a.m. August 31st @ 9:35 and he told me to call One Source 1 800 479 5899. Calling now and am on hold while they assist other callers. So far it has been 10 minutes of dreadful music. Claudia said the technician will be here Wed btw 8-5 on Sept 2, that they can call me 30 minutes in advance. Called back for corporate information and was put on hold again. Hung up and called Rich and he told me he did not have any of that information, that I must call the number he had given me. It is now 10:05 and I am into this 30 minutes with no resolution. Claudia reminded me rudely that the freezer was purchased in Feb of 08 and replaced in November of 08. (There is a problem with this picture! It is now August and I am calling again with the same issue on a different freezer!)

I am on hold and Sharron beeps in so I switch over to take the call and she says they can send someone today to look at it. I agree. Then I still hold for the other call I am on and someone answers and I fail to get her name but she courteously gives me the contact information for the CEO of Sears in IL.

Called Rich back to give him the contact info for Bruce J and he refused it. At least he was nice and courteous each time I have called him. He said he had to direct people to the 1 800 number. It is now 10:25 a.m. Sears has wasted an hour os my time as I have to journal and write down the information on this to protect myself from them. How sad. Not my beloved America. I expect this in Africa, but not here. I have learned to never buy anything from Sears again. They are not what they used to be. I will go thru a local private dealer from now on. This is my second bad experience with Sears. Before, in 2002 it was the dishwasher that the tray rusted in a brand new dishwasher in the new house in Morgan City, LA.

I decide to go online to find a phone number to call IL. I find one quickly. Can you just imagine that I have to listen to the dreadful music again? It is now10:40! Over an hour! I now have a headache. Unfortunately, this is a call from my cell phone. I have a bad feeling that I am holding for One Source again when I really would like to speak to Mr. Johnson himself. I am on hold now for almost 8 minutes. It is 10:45. The music is unidentifiable.

Natalie answers at 10:47. She tells me that the freezer is stll under warranty but that the warranty will expire November 5, 2009 and I will no longer be protected after November. I will lose my food investment as well as have to pay for a technician and all parts and labor. I can purchase a Master Protection plan for 75/yr and it will cover all parts and 250. She has placed me on hold and it is now 11:16 so she can give me a case number. Case # 2769913 I have used 34 minutes and 53 seconds of my cell phone time. CAll ended at 11:20. Almost 2 hours. Whew! She will follow up on the tech's report and call me back tomorrow on my Cell Phone.

Tech arrived around 4 p.m. and looked at the freezer and ordered 6 parts which he said will arrived by Fed Ex. September 1, 2009 Natalie called this morning to follow up on the tech’s visit and said she would call back on Friday to see if the parts had arrived. She also offered to give me a year’s warranty past November with a certificate for this Master Protection Plan good until November 2010. I accepted her offer at no cost to me. Told me to call her when the parts arrived and she would expedite the tech getting here asap to repair the freezer.

Deborah of Farminton, NM September 1, 2009

Two issues surround my refrig. Bought 5/2004. Warranty was not transfered when I moved but put under new onwers of the house I left name. I am writing while I am still on hold after 1 hour and forty minutes. This is after I have already spent over five hours on the phone with your departments and three missed repair appointments.

Our Refrigerator purchased though Sears in CA moved with us to our current house. When I looked into warranty coverage I was told that the refrig. had been transferred to the new owners account and not to ours. I had that taken care of after working with Amy from your warranty department. Please recommend Amy as she was very helpful and competent.

The refrig. broke down on Aug 8th, Appt for the 17th, no show, Repairman shows up the 24th saying he was quiting and relayed that to the dispatch. no show on the 31st. I was told to reschedule on Sept 21st. A full six weeks after the first call to you. I then called your Customer Solutions and was told a repairman would be here today. No show. I am now on the phone trying to get authorization to exchange this fridge.

Total cost for me at this point, Lost Work 4 days. Phone time 6 hours and counting. The repair tech mentioned each time that he had given notice that he was on vacation and quiting. Why is it taking me so long to get this settled? Why is there not one person that can make a decision to replace the refrigerator without me being on the phone for 6 plus hours?

I have just hung-up with the promise that someone is dealing with this issue. It is still not resolved after two more hours on the phone. I have been on hold as your people move up the chain. The warranty is promoted as the easy way to care for my appliances. This has cost me more now in time and income than the refrigerator is worth. I am still waiting for the outcome.

Heather of Bridgetown, Barbados August 31, 2009

I bought a Side by Side Refrigerator on Nov 27 2008.After A mix up with the shipping and a number of phone calls tosears a refrigerator was eventually shipped to me late April early May. This Fridge was shipped to Barbados where I lived. The Fridge is now giving. trouble the ice maker is not dispensing ice and the fridge section is not getting cold.

I had some one looked at it and the motor to the dispenser is not working after a number of phone calls I was told that the motor will be send. to my brother house in Florida. This Refrigerator should have been 50/60 cycle it is 60 cycle I now have to buy a motor for it.

I am really disappointed in the service and the Product Kenmore Side by Side Model3106.58033800. BEcause I am out of the USA I guess all the repairs fall in my lap but I am letting my compliant be known.

karen of west hempstead, NY August 28, 2009

The problem started about 2years ago when our refrigerator stopped freezing and cooling and making ice. We called Sears informed them of the problem. 2 weeks after we call them they send a technician out to take a look at the refigerator. We explained to them that we have an infant with formula in the house but they just didn't care.

For the past 2 years the refrigerator have been working on and off, not making ice, freezing up, fridge not cold. technicians have been coming to our house 3-5 times every year for the past 2 years. From since August 6th the refrigerator is not working they send a technician to fix the refrigerator and it is still not working. Now they call to set up an appointment for Sept 11, 2009. I ask for a replacement until they could fix this one and all they keep saying is they have to come out to see what the problem is before they can give us a loaner. this have been going on for almost one month and still no loaner or reimburstment. We have 3 small children in the house and its summer time and we have no refrigerator. We feel like we are getting nowhere with this company.

KATHLEEN of CORAM, NY August 24, 2009

I called on 7/30 to schedule a repair for my refrigerator icemaker which is leaking water. I was given today 8/24 for my service date. The repair technician arrived and told us he needed to order the part and gave us a new date of 9/15. I called sears customer service and told them that was unacceptable, I already waited a month for this service call, the tech should have been prepared to replace the part today. They told me that is not how it works, the tech "diagnoses" the problem and then comes back a 2nd time to fix it.

They also wanted to charge me 89 just for today without fixing anything. I refused to pay them and told them I will pay them when they fix my leaking icemaker. Now they have given me a date another 3 weeks out to have this repair done. I will never purchase another Sears product again because of this. I don't know if you can do anything, but any help is appreciated. Thank you.

Vici of Bullhead City, AZ August 22, 2009

2 1/2 year old french door sears (LG) refrigerator. Two of three manufacturer defects. One light stays on when door is closed. Melting everything including light fixture. Now leak between refrig and freezer. No ice and door buzzer goes off for no reason especially in the middle of night. Sears is NOT helpful. New part ordered and date set. NO one bothers to call when parts are back ordered and repair cancelled. Deli basket falls off. This is a top of line refrigerator and NO ONE at sears cares.

Saundra of Weare, NH August 19, 2009

I purchased a Kenmore Refrigerator from Sear's on July 3, 2007. It was delivered to my home on July 9, 2007, with some scratches and dents for which I was compensated. I have had mechanical problems almost from the beginning.

This year, Sear's has sent approximately ten technichians out to attempt fixing a moisture build-up problem. The problem has become increasingly worse from June until now. After having spoken to several people regarding replacing my defective refrigerator, I was, at last told a case was being opened for me on August 14, 2009. I was given a case number, and told someone would be in touch with me to provide me with an authorization code and the amount I would be allowed to purchase a new refrigerator.

On August 17th I was contacted. I have been allowed 700.00 to purchase a replacement. My main complaint is the stipulations placed on me. I will not be given the Manufacturer's Warranty, I must purchase @ Sear's, and, I have to purchase my own Protection Agreement. I really believe that this is truly unreasonable, given the severity of my situation.

I've had several anxiety attacks, lost a great deal of food, and have had to be at home from 8:00am until 5:00pm, each time a technician was to come. I was paid 200.00 for my food loss, which helps to replace some of my food.

Sharon of Auburn, NY August 18, 2009

We purchased a refrigerator from Sears in Auburn, NY, model number 253.7787056 in June of 2007 and it is horrible. We tolerated it for too long! The food freezes in the back of the refrigerator no matter what you try to do. If we lower the freezer, then the food is soft in the freezer. There is no happy medium with adjusting the temperature in the refrigerator! HELP

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