I bought Kenmore's top of the line products: the Kenmore Elite Refrigerator, stove, dishwasher and oven hood for my kitchen. I recently had to have the refrigerator worked on again which is now 3 years old.
This time when the repairman shows up he says that the ceiling has dropped in the freezer which Kenmore is aware of and they are to fix it with this repair kit when they come across this problem. What happens when the ceiling drops moisture gets in behind the walls and freezes up the fan motors. This is what happened with my freezer. Here is where I got upset. There are two fan motors located in this area. The one in the back center is the one that they say goes bad the most with this problem but in my case it was the one on the back left side (circulating fan) that went bad instead. The service tech said that Kenmore would cover this problem under what they refer to as a "Service Flash", if it was the other fan. (To bad for me) He noted the following on his report: The circulating fan was encased in ice, caused from the moiture problem, caused by the ceiling falling, which creates the icing. The one in the back is to be replaced at no cost to the consumer but (MY FAN), that was completely encased in ice is to be replaced at the cost of $270.82 (BY ME). That is what I was billed for.
I called Sears the next day as told to do so by the repairman. At this time Sears said it was a manufacturer problem, that I would need to contact Kenmore which they proceeded to give me a number that was not for Kenmore Refrigerator but for there water treatment. The water treatment gives me a number which puts me back to Sears who again gives me the run around. Sears did offer to discount it at $65 of my $270.82 bill. Wow that seems fair. NOT! So this lady proceeds to give me another bogus number for Kenmore.
How is it that Kenmore is one of Sears' biggest product suppliers and you can not get a good phone number from them? I have made the mistake of purchasing an entire kitchen full of Kenmore Elite products that I am now stuck with these headaches until I can afford to replace them once again. Please do not do as I did and think when you purchase the top of line product that you get the top of the line, you just get top price and no help after the sale unless you have a warranty you will get charged again for the top of the line.
Monetary Loss: $270.