Kenmore Elite Stainless Steel French Door Refrigerator

by justin
(canton, mi)

To Whom it May Concern,

I highly encourage you to think carefully about the Kenmore Elite line of appliances. The line is Sears' "Best" line, but it comes up far short and may disappoint you in the nature of it's long term quality. Firstly, within two weeks or so, the compressor failed. Sears replaced quickly -- good service. Then less than two years into the life of the fridge, the doors in the shelf began to break. one by one they wen, then the flap between the door broke. my wife grew tired of the duct tape and asked me to call in to Sears. Below is the tragedy. Needless to say, the service was underwhelming and down right an insult. Thanks for your careful consideration.

Dear Justin,

Thank you for your recent correspondence. We are always interested in
hearing from our customers.

We are sorry to hear you have not been satisfied with your refrigerator.

We appreciate your feedback. By sharing your ideas, you have enabled us
to address the issues and provide feedback to the appropriate person.
Truly, your remarks provide forthright feedback that will enable Sears
Holdings to improve the customer experience.

Once again, thank you for contacting us.

We thank you for choosing Sears and would like to inform you that we?re
open 24 x 7 on for your other gift needs. Sears gift cards are
perfect for anyone on your list.


Kyle W.
Sears Holdings Corporation

Original Message Follows:

I do not care for a gift card. Please donate to charity.

The only thing that I ask is that this email be forwarded as I
requested. Please acknowledge that this has been completed.


Sent from my iPhone

On 2012-03-07, at 9:55 AM, Sears Webcenter

> Dear Justin,
> Thank you for contacting Sears. We appreciate your business.
> I apologize that your refrigerator is not working properly. However,
> since this item is not under any type of recall and out of warranty
> cost of the repair does fall on the customer. We appreciate you being
> loyal Sears customer. I would like to offer you a $20 Sears gift card
> a token of our appreciation. If you would like to accept this gift
> please reply to this e-mail and we will be more than happy to process
> for you. Please also let us know if you would like to set up a service
> appointment.
> I apologize that your refrigerator is not working properly. Thank you
> for choosing Sears. We appreciate your business.
> Sincerely,
> Kim-Marie S.
> Sears Holdings Corporation
> Original Message Follows:
> ------------------------
> Maria L.,
> Thank you for your time in replying to my email. Throwing good money
> after bad is not a good business move. It is unfortunate that you lack
> the confidence and will to back your product. I fixed the first two
> shelves with duct tape and will do the same with the others. I will
> fabricate a spring in our shop to fix the door. Sears can forget about
> my discretionary income in he future.
> Please forward this message to your VP of customer satisfaction or
> president. This message would be good for an informed stakeholder to
> read, I would think. Think of he $25k that I have spent on Sears
> products over the past five years, in the US and Canada: two fridges,
> one stove, one dishwasher, one microwave, one cooktop, one 23 HP lawn
> tractor, one trailer, one push mower, countless tools. Will I buy
> craftsman or kenmore again? Probably not. Not until your team learns
> to respect spending power and loyalty. A tragic shame.
> Justin
> Sent from my iPhone
> On 2012-03-05, at 11:40 AM, Sears Webcenter
> wrote:
>> Dear David Justin Schuhardt,
>> Thank you for your recent correspondence. We apologize that the
>> refrigerator is not meeting expectations.
>> We understand that you are experiencing issues with your
>> While we do not expect any appliance or product to fail within a
>> pre-determined amount of time, there is always the possibility that
> this
>> may occur. While it is unfortunate that this problem has arisen, we
>> offer the option of purchasing our protection agreements both at the
>> time of purchase, and when the warranty expires, in order to
>> your investment.
>> Due to the fact that the unit is not covered by either the
>> manufacturer?s warranty, which is usually valid for the first year of
>> ownership, or protection agreement, the responsibility of the cost
>> repairs of the appliance falls on the consumer.
>> You can purchase a Service Smart Agreement (SSA) it is a one year
>> warranty that covers parts and labor up to $500. In the event that
> your
>> repairs exceed $500 or the refrigerator is deemed non repairable you
>> would be given one of three options listed below.
>> 1) Pay the remainder of service above the $500 (for example if your
>> repairs are quoted at $625 you would pay $125) and our technicians
> will
>> complete the repairs.
>> 2) Take the $500 voucher to your local Sears store and use it towards
>> the purchase of a new refrigerator.
>> 3.) Cancel the SSA and get a refund for the warranty minus the trip
> fee
>> for service and no repairs will be completed
>> Please reply to this e-mail and let us know what you decide. We
>> apologize for any inconvenience and thank you for shopping at Sears.
> We
>> appreciate your business.
>> Thank you for shopping at Sears. We appreciate your business.
>> Sincerely,
>> Maria L.
>> Sears Holdings Corporation
>> Original Message Follows:
>> ------------------------
>> Name: David Justin Canton | State: MI |

>> Comments: Customer Service Manager,
>> At 3pm I called your toll free hotline to complain about my kenmore
>> elite fridge. The fridge was purchased in July 2010. I explained to
>> the first tech that every door shelf has now broken and the lever
>> between the doors is also now broken. It is quite comical that each
>> shelf is taped with a silver duct tape to match the stainless
> exterior.
>> However my wife does nit find it amusing. A top of the line
> appliance,
>> of which I have six in my house, is failing, surely not the quality
> that
>> Sears would say represents it's brands --would they?
>> The first CSR told me that I was out of warranty and that I would
>> to pay for a service call. I asked that person if I could be
> escalated
>> to his manager and he said yes. I ended up at the corporate office
>> speaking to D'Andrea, who is not a manager. Se was completely blind
> to
>> the transfer. She also would not help me. I then had the displeasure
>> of speaking to. Manager on Duty Renee. He told me that it was I that
>> chose not to extend the warranty and that this was a cosmetic
> problem.
>> Storing food on shelves is not cosmetic. It is core functionality. I
>> asked Renee if this was considered acceptable quality for Sears' Best
>> positioned line of appliances. He would not answer that question.
> Nor
>> would Renee tell me who his boss was or offer me any further means of
>> escalation. He said, "there is no one above me.".
>> There is always someone above. I am hoping that someone that respects
>> the role of marketing, loyalty and profitable business will read this
>> and contact me. Seriously, the inside of my fridge would make a very
>> sad Utube video.
>> Sincerely,
>> Sorely Disappointed in Detroit

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