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Tuesday, June 17, 2008


Below is the e-mail I just sent to Sears...Can you believe my ice maker is broken AGAIN???

In January we purchased a new Kenmore side by side refrigerator. The model number is 106.57902700. The serial number is SU4927923. The date of manufacture is 12 2007.
The fridge we replaced was a Kenmore that lasted 15 years with no problem I can remember. On the other hand, the ice maker on the new fridge has needed repair 3 times since January. I have much higher expectations of a Kenmore than that, and very much regret my purchase.
Your service department is terrible. I HATE talking to a phone tree, and it takes several minutes to get past your to speak with a real person. Many of the people answering the phones seem to have limited English skills. This, or many it's just your service system, limits their ability to meet my needs. To expect people to have an entire day free for service on a new appliance that should WORK and not need service is ridiculous. The closest you get to an appt. is "between 8-5" and it is typically scheduled several days out. This past week, I called on Friday about our ice maker (it's once again broken-I can see the piece of plastic that has gotten stuck and is causing the whole thing not to work). They scheduled an appt. for Tuesday (today) between 8-5. I stayed attached to my house, and around 2:30 got a phone call from my husband that HE had gotten a call on his cell that he had not answered because he was on a business call. When he called them back, it was the service guy, who had already canceled our appt. because he did not reach someone right away. His English was also lacking, so it was hard to understand him, but when I called the 1-800 number again, they said the technician had canceled the appt. because he did not reach someone by phone. Apparently, the person who scheduled the appt had switched our primary number to the cell number (not mine, but my husband's) and not even put in our house phone as a secondary number (it SHOULD have been the primary number). SO now I've sat here all day and no one is coming to fix my fridge, and the next "new" appt. they can give me is for FRIDAY, one week from the date I called about the ice maker not working.
This situation is simply unacceptable. I did not cancel the appt., nor did I instruct anyone to change my "primary" number. It is beyond understanding to me that the person scheduling the appt. switched the primary number, and worse they did NOT even put our home number as a secondary number. But even more grievous is the fact that the technician is allowed to just cancel the appt. if no one answers on the first call. My husband returned his call in less than 5 minutes, but by then it was too late and the appt. had already been canceled.
That I have had to give up 3 (and now, because of today's mistake, 4) days of my LIFE to deal with broken parts on a new $1000 appliance is unthinkable. Does Sears not have any pride in the Kenmore name anymore? It used to be that a Kenmore was synonymous with quality, but based on this experience, I doubt I will ever buy one again. Honestly, I would have you take this fridge back and get my money back if I could. I have the feeling this fridge is going to cost me an awful lot of time and already has.
I'm VERY disappointed, and would very much like to hear from someone who is concerned about my problems and is willing to do what it takes to make them better.

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5Gustos said...

I'm going to hire you to write my next complaint letter to the customer NO-service department of my choice. Good job, and good luck.

crispy said...

WOO HOO!!! I think that you said it all. I am RIGHT there with you on the Sears thing...ugh!!!