Cincinnati, Ohio
With Company response Not resolved

On January 17, 2013, a mere 14 months after receiving my Kenmore Elite Freezer-Refrigerator (model #: 795.72053.110), the cooling system began to fail causing the refrigerator portion of the appliance to fluctuate between 40-50 degrees and the freezer portion of the appliance to fluctuate from 30-40 degrees, despite the settings. After consulting with a member of the Sears’ repair services group on January 24, 2013, I decided to purchase the Extended Service Agreement for this appliance, which I expected would provide me with an effective remedy to the problems I was having given the relatively new condition of the appliance.

Since that time, I have had more than a dozen repair appointments over the last 6 months, which have resulted in the installation of 4 fans, 3 mother boards and 2 cooling systems (at least a portion of it) to no avail. Not only have I had to live with a refrigerator/freezer that doesn’t meet the minimum requirements necessary to keep groceries effectively, but also I have had to dedicate 4 hours of each day that I make an appointment to the meet window that Sears requires for such service.

At this point, I have little faith that this problem will be resolved in the foreseeable future and while I realize that the extended service agreement affords me $500 towards the purchase of a new appliance, after the fourth failed repair attempt, I am no longer willing to further invest in an appliance that only lasted me 14 months (even more so, considering the most experienced Sear repairmen are unable identify and resolve the problem after such repeated attempts).

So, I decided instead to write CEO of Sears to try to appeal to his sense of customer loyalty by asking for the replacement of a product that was obviously not manufactured well (the above is based that letter), but the customer service rep who responded would only offer me a choice of a $100 gift card or the $500 store credit mentioned above. Seriously?!? Firstly, who would choose the $100 gift card and secondly, I’m guessing she didn’t care to read my letter.

So finally while posting this, I find that per his comment bustedfridgeinMN of “Sears won't stand behind and can't fix our 'lemon' fridge!” has received a replacement fridge - let’s see: 14 months old when problem started - check, refrigerator won't cool properly - check, bought service agreement - check, multiple attempts to fix with no success - check. So what gives?!?

In the case of Sears, “what gives” is buyer beware...unfortunately, it would appears that Sears looks at a situation like this as a one-time transaction as opposed to what the retail business is based upon - repeat customers. It’s a of luck with that, Sears.

Monetary Loss: $2848.

  • Kenmore Elite Freezer-Refrigerator
  • Faulty cooling system
  • No customer loyalty
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Sounds like we were lucky to have this fridge last for the four years we had it, but now it has also completely died. The cooling system is out. I can't believe it.


I totally agree too! I have the same model 795.72053.110 with the same problems with the cooling system.

I also have had everything replaced on mine! The fan motor just went out again this week. If this as a car it would be a recall. So how can hey get by with this?

Kenmore Elite more like Kenmore Limon!!!!


Totally agree - I have the same model and after two years the ice maker stopped working so I bought a one year extended warranty to cover that repair and any other issues for the next year - it was $300. less than 2 years later the entire thing stopped cooling and freezing and I lost all my food.

So it was just 4 years old.

Called Sears to get someone out to look at why it wasn't cooling and on an emergency call they said they could get someone out to my house in literally a month - Seriously !!! Needless to say I called another repair company who came out that day and let me know it had a leak and was completely out of coolant - repairing would cost thousands of dollars and they recommended I just buy a new one - Never again will I buy Kenmore or from Sears -


This model refrigerator is by far one of the WORST piece of craps on the market. NOTHING BUT TROUBLE.

If you are considering purchasing this model - RUN if you have any sense at all.

Repair after repair after repair. Engineered as JUNK.


i am having the same issue with my fridge lord help me i hate sears


There is a Notice of Pendency and Proposed Settlement of Class Action. UNITED STATES DISTRICT COURT - SOUTHERN DISTRICT OF CALIFORNIA, Clark v.

LG Electronics USA, Inc., Inc., Case No.: 3:13-cv-0485-JM-JMA. You will be reimbursed for your costs/repairs, and any food spoilage. You should have received a notice in the mail regarding this model. I am in the same boat and will seek reimbursement for the faulty ice-maker and food spoilage.

Your claim must be made before April 11, 2015. GOOD LUCK!


Has anyone considered a class action lawsuit? I have seen, and heard, that the freezer fan/control board issues were known by Sears, and they redesigned the freezer.

However, they did not accommodate those of us who purchased the original design.

My fist technician call was three months after purchase. I was told that I would have to defrost the freezer when I got the error code FF.

Three years later, I just spent three weeks without a freezer, had 4 technicians out, and spent 4.5 hours on the phone with Sears customer service only to be told "if you are not happy with your product, you are welcome to purchase another one". Unbelievable.


YES!!! Buyers beware!

Sales people are so quick to sell!

And we get a lemon for our hard earned money! No more purchased from Sears and no more Kenmore products!!!


Sears in the news again - more management incompetence. Sears appears to be racing JC Penneys to the bottom.

How much longer will this company be in business (Financial engineering does not a retailer make - "That core business, which includes the flagship Sears and Kmart chains, has produced $5.4 billion in losses in the past three years.")? Lol.

Poor management, poor business model and poor products...this is merely a woeful tale which will certainly become future fodder for Harvard Business Cases.


Below is my latest correspondence with Sears where they offered and rescinded an 6-month extension of my extended service agreement since they have been unable to repair the freezer fan within the 12-month period the agreement was good for - all I can say is wow, what a company. Horrible.

On Tuesday, January 21, 2014 5:46 PM, John Kaemmerer wrote:


I’m not sure that I would agree with your assessment that a void in the insulation after slightly more than a twelve month period from the time of purchase would not meet the definition of a “manufacture defect”.

Certainly a freezer fan and mother board that malfunctions to the point of needing to be replaced four or more times (I've lost count) over the twelve month period during which I have had my extended service agreement while never having been completely fixed would seem to meet that description. How exactly is Sears defining a “manufacture defect”?

By now it is clear to me that Sears does not value me as a customer. I was hoping that perhaps there was one last opportunity for the organization to show me otherwise.

Certainly investing any more money in a product that does not last more than 14 months from a company that has proven not to care if its customer are receiving quality goods/service is not a reasonable option for me (even with the same 10% discount that I can get from Lowes or Home Depot currently).

As I said initially, a consumer dependent company that loses the faith of their customers is doomed to fail. At this point I will follow my own advice to do myself a favor and shop elsewhere going forward (it would appear from the recent earnings release that this is not an uncommon customer trend). Perhaps the Illinois Attorney General can provide me and the other consumer affected by these poorly produced products with some relief. Best regards, John Kaemmerer (seriously, it's right in the heading of your email and yet you continue to spell my name "Kaennerer") On Monday, January 20, 2014 1:13 PM, Sears Blue Ribbon Service wrote: Good Afternoon Mr.

Kaennerer, After receiving your email I did more research and after finding more information I am sorry to say but I will have to retract my offer made to you. I researched the issue with our technical line and was advised that it is not considered as a manufacture defect. It is possible for the insulation to reduce in size over time and cause the void but again not considered as a manufactures defect. At this time you have been authorized for a replacement under the service smart agreement for $500.00 and this is the only thing that you would be qualified to get a replacement.

My offer that I made to you was without this knowledge and I apologize but will not be able to honor it since we will not be able to sell you the master protection agreement on this refrigerator due to this known issue. If you decide to get the refrigerator replaced, I could offer you a 10% discount on the difference. This is the only other option I can help you with. Please let me know what your decision is.

Thanks, Depesh S Blue Ribbon Service Case Manager Sears Holdings Corporation Phone: 888-266-4043 ext 63 Fax : 1-800-326-0485 Email: Schedule: Monday - Friday 8:30AM - 5:00 PM (CST) Off on Sat and Sun ________________________________________ From: John Kaemmerer []Sent: Thursday, January 16, 2014 7:24 PMTo: Sears Blue Ribbon Service 2Subject: Re: BLUE RIBBON / CASE # 2066299/ MR. KAEMMERER Depesh, I appreciate you reaching out to me and attempting to provide alternate solutions. Sorry it has taken so long for me to reply. One clarification, however, a technician has already declared the void in the shell (meaning a separation in the insulation causing the heat to transfer from the outside into the freezer/refrigerator compartments) to be unrepairable.

This should be in the notes. Then based upon the instruction of his supervisor's at the area that makes recommendation as to whether to continue to attempt to repair a specific defect (I can't recall the internal name that Sears uses for this function), he then went on to recommend in his notes that a replacement refrigerator be provide as there was no more he could do. So based on the comment "possibly if the techs then deem the refrigerator unrepairable then possibly a replacement" which was made in your 01/13/2014 16:03 email, does this mean that you can now offer me a replacement refrigerator based on the fact that the defect can not be repaired? Please let me know if this is something you facilitate.

As I've said all along, I'm confident that when producing/selling as many products as LG (Kenmore Elite)/Sears does, there is bound to be a small percentage of defective units that will make it to the market and I would be completely happy to write this off as just that. All I'm asking is that Sears stand by me as a repeat customer and make things right when a product does not meet the basic minimum useful life of what should be expected out of high end product like this one. Thank you for your feedback. Best regards, John >> Original Message ...

>> From: Sears Blue Ribbon Service >> To: JKAEMMER2002@YAHOO.COM >> Subject: Fw:BLUE RIBBON / CASE # 2066299/ MR. KAEMMERER >> Sent: 01/16/2014 11:50 >> >> Good Afternoon Mr. Kaennerer, >> I was just following up with you as I have not received a response from you on the offer I made to you. I understand that tech has repaired the refrigerator at this time.

Please let me know what your decision is. >> >> Thanks, >> >> Depesh S Blue Ribbon Service Case Manager Sears Holdings Corporation Phone: 888-266-4043 ext 63 Fax : 1-800-326-0485 Email: Schedule: Monday - Friday 8:30AM - 5:00 PM (CST) Off on Sat and Sun >> >> Original Message ... >> From: Sears Blue Ribbon Service >> To: JKAEMMER2002@YAHOO.COM >> Subject: BLUE RIBBON / CASE # 2066299/ MR. KAEMMERER >> Sent: 01/13/2014 16:03 >> >> Good Afternoon Mr.

Kaennerer, >> >> My name is Depesh. I am a Senior Case Manager for the Sears Executive Offices. I am trying to reach you in regard to the email that you sent in. We appreciate you taking the time to address your concerns.

Please be assured that we understand your frustration, and sincerely apologize for any inconvenience you may have experienced. >> >> Based on the notes from your last case I understand that you had been authorized for a replacement under the service smart agreement for $500.00. I understand that you did not accept this and will continue to have service come out till it is fixed. I understand your frustration and see why you did not accept the amount authorized for a replacement.

I would like to provide you with another option. I wanted to see if you would accept a 6 month complimentary master protection agreement to start after the service smart agreement expires. This will help you with the repairs and possibly if the techs then deem the refrigerator unrepairable then possibly a replacement based on the features of the refrigerator. Please let me know if this something that you will accept.

>> >> We value your relationship and hope that you will continue to make Sears Holdings Corporation your choice for quality and value.

If you have any questions or need further assistance, please do not hesitate to contact our office at (888) 266- 4043 at extension 63 or respond to this email. >> >> Thanks, >> >> Depesh S >> Blue Ribbon Service Case Manager Sears Holdings Corporation Phone: 888-266-4043 ext 63 Fax : 1-800-326-0485 Email: Schedule: Monday - Friday 8:30AM - 5:00 PM (CST) Off on Sat and Sun


Bad Management + Bad Products = Bad Company

Don't take my word for it, just view some of the article links shown below:

This is a once iconic company that has been reduced to rubble by a management team that seems not to care if they are selling their customers quality products that will reflect favorably on their brand. A consumer dependent company that loses the faith of their customers is doomed to fail. Until there is an identifiable change in this company's values (and not just idle words), do yourself a favor and shop elsewhere.


I purchased the same refrigerator for $2600 and have had nothing but problems. I've had 4 repair calls during the past 2 years and my refrigerator again causing me problems.

It makes an unbelievable loud noise that became even louder on Thanksgiving. My refrigerator then stopped cooling and freezing. I lost all of my Thanksgiving left overs and everything else that needed cooled. It took almost a week to get a service call.

So much for my expensive extended warranty. Calls to Sears Cares and customer service were not answered and promises for return calls were never received. No wonder Sears is having problems.

I will NEVER buy an appliance from them again. Lowe's and/or Home Depot with their inexpensive extended warranty and service will be getting my business.


Two weeks have past and still no reply to my initial or follow up email. This is so frustrating...why even reach out like that if you're not going to follow up.

Well, the problems still persist. Looks like I'm going to have to schedule yet another appointment (I think we're up to 14 if my count is still accurate). I have no expectation that this will ever be resolved....maybe the Better Business Bureau can assist me in with this issue.

At the end of the day, make your next purchase from wherever you like, but from my experience, its no wonder that Sears' appliance sales are declining per a recent article in the Wall Street Journal (

Best of luck, but take my advice and check out Home Depot, Lowes or Best Buy when purchasing your next may just may save you a HUGE headache.


Well, it's been over a week since I reached out to Dianne as requested below and still no reply. While I’m still open to discussing a product replacement as previously requested, it would appear she wasn't as interested in providing her assistances as she may have indicated.

Sears cares?!? All evidence to the contrary...looks like it's business as usual at good old Sears. Take my advice, spend your hard earned money elsewhere (other companies must value their customers more than this one does).

Sears Response

jkaemmerer, I saw your post here and I want to apologize for the difficulty you’ve had with your refrigerator. I can understand how frustrating it is when something you purchased does not perform as expected. We understand your frustration and concern in this situation and would be more than happy to speak to you further on what has transpired and offer our assistance. Please send the following information – contact #, screen name (jkaemmerer ) phone # used at time of purchase to

Thank you,

Dianne D.

Social Media Moderator

Sears Social Media Support