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Sears Complaint - Kenmore Elite Duel Fuel Range
Sears Complaint

Sears Complaint


Kenmore Elite Duel Fuel Range

December 5, 2011 Sears Holdings Corporation
3333 Beverly Road
Hoffman Estates, Illinois 60179

To Whom it may concern,

For Generations my family has bought Sears products and were very happy with them. Sears had a reputation for producing quality products at a decent price that lasted for many years. I have had two sets of washer and dryer from Sears and had only miner repairs done on them. We have a freezer that we bought at Sears 25 years ago and it is still working. Three years ago, if someone had asked me, I would have told them to go to Sears and buy it. Unfortunately, my opinion has changed drastically in the past year.

We bought a Sears Kenmore Elite dual fuel range three years ago. I was excited to have a new range because my G.E. was about 20 years old and I wanted a gas cooktop. The G.E. was still working but it was time to update. I never had any problems with the G.E. but did some online research and decided to go to Sears to purchase a new one since I had good luck with Sears products before. Now I wish I had shopped somewhere else.

I am thankful that we bought the extended warranty but we still had to deal with the inconvenience of numerous phone calls, repairs, and lack of use. In December of 2010 the problems started. This is what happened:

I was baking something in the oven around Christmas time. I opened the oven door and saw a flash of light and heard a pop and the oven light would not work.
I called and set up a service appointment- Repairman called in sick but they did not send anyone else and they did not call to tell me that he was not coming.
I had to call and reschedule-Repairman did not come again and I was never even notified that he was not coming!
January 2011: I rescheduled again and he finally came, checked it out, ordered new light bulbs
The new light bulbs were installed but it still did not work properly.
I called again and scheduled a service call-This time an electric panel was ordered.
I had to call and schedule a service call to install the panel. (January 2011)
After using the oven about 10 times I saw a flash of light, heard a pop, and the oven light went out again.
I called again to schedule a service call.
The repairman came again, checked it out, said that the part must have been faulty and ordered another one. (Around March 2011) I called again to schedule another service call to have the second board put in. I did not have time to do it right away and had to wait until July so that I would not have to take time off from work. When the service man came he questioned me on why I waited so long. What business is it of his, I have a life and a job, too. I did not use my oven all summer because we cook on the grill or eat salad frequently. I used the oven about 5 or 6 times right before and during the Thanksgiving Holiday. The warranty came up for renewal and thank goodness I renewed it because I tried to use the stove again recently and when I opened the oven door there was a flash of light, a pop, and now the mother board is not even lit up and I cannot use the oven at all. We were in the middle of making dinner and could not finish. I called to schedule a service call on December 5, 2011 and was told that unless I take a day off and do it on a Friday I will have to schedule it for December 31. I said this is not acceptable and she told me that there is nothing they can do about it unless I call them back when their routing service is open. Why can’t they figure it out and call me back? I thought this is supposed to be customer service? The only service they offer me is constant frustration!!!!

This range is not reliable. I never know when it will break again. It has not been working correctly for a year now. This is an ongoing problem with faulty parts and terrible customer service and we have to pay to fix it unless we pay every year to have a service agreement on it? This range is only 3 years old. Are you telling me that after spending $1500 on an appliance I am only expected to get three years of life out of it? If that is the case and Sears does not stand by their products then I will never do business with your company again and I will make sure that everyone I know does not do business with your company. And furthermore, I am going to forward a copy of this letter to the Better Business Bureau and Consumer Reports so that no one will have to go through what I have gone through. I will post information on the internet also, to make sure that it gets to as many consumers as possible.

I think that Sears should recall all of these ranges. I think that Sears should replace this range with another model of my choosing because it is obviously a lemon and should not be sold to anyone else. If Sears stands behind their products then why are you giving me such a hard time. You should just replace it. I am not just one consumer. I represent all consumers and we are tired of being ripped off!

If I sold something to someone and it was a lemon I would replace it because I would want them to be satisfied with their purchase and with my company so that they would tell everyone how fairly they were treated. That is what a reputable company does. What ever happened to making the customer happy. We are the people who are paying your salary. If you don’t have satisfied customers then you don’t have a business. No business, no job!

I am not trying to be an unreasonable consumer. I just feel that if I buy a $1500 range, I expect it to work. I await your prompt response to this issue.

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