Complain about a product or service

Sears Refrigerators

Sears Appliances • Dishwashers • Ovens & Ranges • Refrigerators • Vacuum Cleaners • Washers & Dryers • Water Softener --- • Special Offers • Maintenance Agreements • Other Sears Complaints

Robert of Atlanta, GA February 3, 2007

Robert of Atlanta GA (02/03/07)

Our Sears Kenmore Elite refrigerator broke on December 1, 2006. A repairman came on December 5, 2006. We were told that new parts (compressor, capacitor, control board needed to be ordered). They have been backordered. And backordered. And backordered. Every few weeks the ship date gets bumped again. As of today (February 2, 2007) we STILL don't have a working refrigerator. TWO MONTHS!

We have the 4 year full warranty, and Sears has offered reimbursement for a rental refrigerator. Still, at what point can we claim that Sears is unable to honor the warranty? How long is unreasonable to have a major appliance taking up space in your kitchen and not working? The warranty states that the appliance will be replaced if "unable to repair" -- at what point does a continually escalating backorder constitute "unable to repair?"

Michelle of Archbald, PA November 29, 2006

Michelle of Archbald PA (11/29/06)
My husband and I purchased a Kenmore side by side refrigerator with automatic ice maker in 2000. 4 days before Thanksgiving 2006, We noticed the ice maker stopped making ice. We thought the icemaker was broken and called a repair man because the refrigerator was 10 months out of warranty. Needless to say the whole refrigerator was broken. The compressor went on it. We lost all of our food and were unable to get a new refrigerator for one week because our kitchen is Bisque and we ordered a bisque refrigerator. We went with GE this time since we heard many complaints about friends buying Kenmore/Lemon refrigerators. Our next appliance purchase will not be a Kenmore product!!!

We lost of food and our Thanksgiving holiday was still held at our house (I went grocery shopping Wed) but all the leftovers went home with the guests.

Nancy of San Diego, CA May 24, 2006

Nancy of San Diego CA (05/24/06)
Refrigerator has been problematic from date of purchase. The icemaker and water dispenser intermittedly work. The freezer shifts between icing over to water leaking out the bottom. And this week, the door fell off the refrigerator. I slipped and fell hard in water leaking from this appliance and ripped a tendon off my rotarcuff, ruptured a bicep tendon and chipped my clavicle requring surgery. Nonetheless Sears states there is only a 1 year warranty and that doors fall off all the time AND since there is no door on the refrigerator there's no point fixing the icemaker and water dispenser since it wouldn't work anyway (their words). This is beyond ridiculous and particularly for the top of the line 2,000 refrigerator.

Judson of Sylvania, GA February 20, 2006

Judson of Sylvania GA (02/20/06)
Refrigerator broke 2/5/06. Paid a contractor to replace relay. 2/18/06 it was not cooling again. An acquaintance that is a certified repairman for Frigidare came and looked at it for us. Tested it and checked with meter and determined it was the compressor that went out. Since it is still under 5 yr. warranty, he said I should have Sears come out.

Called to Sears about 10:00 AM on 2/18--was told we were scheduled to have service that day between 8:00 AM & 5:00 PM. At 2:30 we called back and now told the 1st person made a mistake -we are in a remote area and someone will call us Monday, 2/20, in the a.m.. Our first call on Monday we were told that another person made a mistake in telling us someone would call Monday morning. Several calls to customer service during the day on Monday and still no one can get thru to the "authorized" repair person. Late in the afternoon, I got through to a person who takes complaints on the repair subcontractors.

They said they would leave another message with the so-called repair man and send them an email. About 15 minutes later a man calls saying he is the person who will do the repair, but he will have to order the compressor from Sears, wait for it to be delivered and then he will call back to set an appointment!! That will involve several days, possibly into next week.

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