Sears
Self-clean gas range bottom plate crazed and company ignores questions

I purchased a self cleaning gas stove from Sears. Reasons - 1) I have purchased many appliances from Sears over the years and I returned because of the excellent customer service. 2) I bought self/clean because I like a clean looking oven and I thought it would be a lot easier than cleaning manually.

On the first clean the bottom plate crazed. It now looks dirty all the time.

I spoke with a Sears repairman and was advised that this is a common complaint and that Sears not longer replaces the plate.

I wrote Sears & asked 2 questions:

1) Why wasn't I warned this would happen when they were aware of the problem.
2) I asked, if you are aware of the problem, why haven't you fixed it?

After several emails back & forth I was advised because the problem was cosmetic they would not replace the plate. I wrote back and asked them to read my email as I did not ask them to replace the plate. They again wrote saying they were sorry I disagreed with their decision but because it was cosmetic they would not replace the plate.

How on earth do you deal with a company that ignores the questions asked!!!

My advice - do not buy Sears appliances due to poor customer service.

Company: Sears
Country: USA

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