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Sears Kenmore Pro Refrigerator

United States

Consumer reviews about Sears Kenmore Pro Refrigerator

Sheilahsk
May 10, 2018

Sears - Horrible Customer Service

Called the Sears Master Protection Agreement department to make an appointment to repair our fridge. They informed us that they are really busy so they will need to connect us to a 3rd party repair company. We made the appointment with the repair company but on the day the tech came to the house, we find out from Sears that they will not authorize this repair for service. They claim that they did not know who the repair company was and that we contacted them ourselves so the repair will not be covered under this MPA! We never heard of this company either as Sears is the one who connected us to them! After being on the phone with a so-called Customer Service Rep, I demanded to speak to his supervisor. After all, every time I asked a question, he had to put me on hold stating that he had to speak to his supervisor! The supervisor finally comes on the phone and was as clueless and no help at all! She was arrogant and actually hung up on me! Total waste of time for us and the tech!

We called again and spoke to another department. This person was a little more pleasant but was not able to assist us in getting our fridge repaired by the 3rd party repair company either. The next available appointment is one week from now. We are hoping they show up and fix the problem in one visit!!

It is a good thing we called Sears prior to the tech repairing the fridge or we would have been stuck with the repair bill! We will definitely shop elsewhere for future appliances.

[email protected]
Jun 26, 2020

Sears-horrible product & Service

In 2017 I purchased a Sears Kenmore Pro bottom freezer refrigerator which was touted as top of the line. The list price was $4200. I loved the look of the refrigerator but it was a piece of junk. During the first year the motor went out for the freezer and had to be replaced. This year in May, the refrigerator for the cooled foods stopped working and the saga begin. I had an extended warranty that expired in February 2020. I elected not to extend this because of the poor service I had gotten from Sears initially and so I went with my home warranty service. The repairman from the Home Service was unable to find the part to repair so I dealt with Sears
part direct. The first gentleman I talked to was nice and told me that instead of the whole assembly, I just needed the evaporator fan motor. which was ordered. When the repairman tried to install this part, it was not the right part. I called back Sears Parts and entered into a tangled web. The bottom line I was told the part assembly that I needed was no longer available but that they could ship the 7 components from the assembly. I ordered that but when I saw a copy of my order, the seven parts were only shells (i.e. brackets, covers, etc) and had no heart or gut to operate the refrigerator. I called them back and finally the parts person in Sears told me he could not help me. At this point, I knew a less than 3-year old refrigerator listed at $4200 would need to be replaced. I contacted Sears customer service (after searching everywhere for a contact number) to see if they would give me credit toward the purchase of a new refrigerator. The gentleman was less than helpful and told me because the product is no longer under warranty, there is nothing Sears would do. I asked him doesn't Sears have to make available the parts on a refrigerator for at least 10 years and it was not my fault they were no longer providing the parts. He stuck to the corporate line about not being under warranty. So, the long and the short, I am out $4200 and have to buy a new refrigerator. Buyers Beware!

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