Sears Support Ticket - Voorhees, New Jersey

Warranty - Kenmore 30" Gas Range with Convection Oven

Created By: Tamikia4's Picture Tamikia4 Last Reply: Tamikia4's Picture Tamikia4
Priority Level: [High] Status: [Open]
Created: 4 years ago Last Updated: 4 years ago
Department: Home Services Support Replies: 0
Product: Kenmore 30" Gas Range with Convection Oven

In July, our oven stopped working. A Sears technician came out to assess the repair needed and determined the range could not be repaired. The distributor is no longer manufacturing the parts needed for the repair.

We purchased the range the range in August 14, 2001. We also purchased a master protection agreement for additional coverage, expiring October 17, 2013.

Our warranty is supposed to cover the full value of the merchandise. The Sears Outlet Center [on 332 South Burnt Mill Road Voorhees, NJ 08043-1107, (856) 429-6300] has not honored my warranty.

We compromised accepting a cheaper range because we needed an oven and the equivalent model to replace our current model (Model#KERT607HBTS) was most expensive. We could not afford to replace it with the $600 in store credit offered. The cheaper range was delivered in August. We were provided with an extension to our current warranty for the new range. However, we could not accept the new range. The range delivered could not be properly installed. The gas line in my kitchen is for a slide in range. My current range is a “slide in” range. If I move the gas line in my kitchen to accommodate the cheaper new range, I will have to pay $1,000 to have the line moved. With my home being an older home, this may cause issues and risks that I do not want to visit.

When we contacted Sears to explain why we refused the new range delivered and explained the issue, Sears agreed to provide us with an in-store $600.00 credit towards a new range (to be purchased at a Sears store or Sears Outlet store). This was the first example of Sears dishonoring the purchased agreement. Sears Outlet store does not want to provide complete replacement for my irreparable range.

In September, we found an equivalent range in the Sears store in Deptford, NJ. At the time, the range was on sale for 50% off the MSRP, $2,200. We would have only been responsible for $500 towards the replacement. This was more reasonable since we could not have full replacement. We contacted the associate assisting us with reaching full resolution. She did not return our calls for a week. When she did, the payment for the range was denied because it was no longer on sale. We were told it was too costly to be provided as a replacement, though it is the model equivalent.

The associate from the Sears store did contact the store manager for the Sears Outlet store, Mr. Jeff Clark. She advised him, he was fully responsible for resolving my issue and providing us with an equivalent range.

To date, he has not resolved my issue by providing us with the equivalent slide in range as promised in my warranty, nor replied to any of my countless calls or messages to reach satisfactory resolution.

Please assist.


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