Sears
Grill burners rusted and warranty required costly repair visit

We bought a Kenmore Elite Gas propane grill from our local Sears store. Two years later I was cleaning out the grill for another season and noticed two of the main burners had cracks and were rusted through. I checked my owners manual and noticed that the burners had a five year warranty. Although only the first year was labor to replace them also included. So I called Sears and then got the run around from Part to Warranty and back to parts. The problem was that Sears wanted to send out a repair person at a cost to me of between $70 and $120 to replace a part that costs $8.99 each on their own web site. I ask them why they could not just send me out the parts and I would install them myself? In fact I even offered to send Sears the old defective burners back to justify my warranty. They did not know how to do this. Each person I talked to, it was about 4 people could not just send me the parts. They wanted to set up a repair appointment. I specifically bought this grill because the salesmen stated the 5 year warranty on the burners. It's sad to see that Sears is basically trying to get money out of you even with a warranty claim.

I ended up buying the burners myself which ended up being about $44. It was cheaper then having to pay a service tech from Sears to do it. I don't plan to buy anything large items from Sears anymore. I have become acustom to assuming that after the first year warranties mean absolutely nothing.

Company: Sears
Country: USA
Site: sears.com

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