Sears
Kenmore Elite Fridge Failed Repeatedly and Replacement Order Went Unanswered

I purchase a refrigerator on January (Kenmore Elite french doors) and it wasn't working right. The tech told me that it was going to take some time before it start working right (achieving the temperature). I waited for the fridge to start working right, but it never happened. On May I called and reported it because it wasn't keeping the temperature, the ice maker wasn't working and food was defrosting and freezing again. The tech was at my house 6 times not counting 2 times they cancel the appointments (once they call me at 4pm to cancel), I lost 2 days waiting. During the 6 appointment the tech told me that he didn't know what was the problem and that he thinks my fridge is a "lemon" and that he was tired of the refrigerator, so he gave me the phone number to call pro-agraphy department.

I called pro-agraphy and explain to them that I am a handicap person and that I'm going to have major surgery on July 18 and I need to solve this before my surgery because I need to do a big grocery shopping do to the fact that my recovery is going to take 4 months. They told me to go to the store and get the number of the refrigerator that I want. I called with the number but that one wasn't available in stainless steel. I went back to the store and got another model number by the time I called them back their office was closed. I called again on sunday but they were closed. On monday I call early in the morning on my first call they told me to call later. I called later and after a long wait finally I gave them the number for the new fridge; they told me that I have to wait until August. About 30 min later I realize that he number (model) was wrong and I start calling to give them the right number. I called 4 times the first 3 they put me on hold for more than 1 hour each time. During the fourth call they told me that they were going to call me back, never call me, so on tuesday I called again (I need to solve this before my surgery) after I explained the problem again they told me that as soon as my case manager came back to her office she was going to call me back. An hour went by so I call delivery department to let them know that the color was wrong and they told me that they sent a message to Kimberlyn and that she will call me back. Today is Wednesday and I'm still waiting, my stress level is really high now because there are less days for delivery and I'm afraid to call because I used more than 500 min on my cellphone calling pro-agraphy and the delivery dept.

I really need to solve this and I don't want them to deliver the wrong thing.

Company: Sears
Country: USA

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