Sears
Refrigerator Condensate Pan Cracked Within Months, 251.99 Dollar Charge Disputed

We bought a Model 10645423801, Ser # SY5226167 Jan 2 and it was delivered Jan 6. Around the end of the summer or early fall of 2011 we noticed that the brazilian cherry flooring near the left side of the refrigerator built in enclosure was buckling. I have slider tracking for it, so I pulled the unit out and could not find any wet spots under the unit. Since we have had ice cubes get stuck in the opening and fall out later on, we thought that is what happened. We stopped using the ice dispenser. About 3 weeks ago, we noticed the same area of the floor buckling again. Again, I pulled it out and could not see anywhere that was wet. Finally I set up a service call and was sold the Service Smart Protection Agreement. The technician, before he started to take anything apart, was pretty sure it was the condensate pan. He was right.
My contention: A plastic pan that is static does not crack on it's own. It is obvious that it, from day one, either from the factory or by the delivery straps that carried it in the home out of the box from the truck. Having owned my own service businesses for over 35 years, I think that charging a customer $251.99 for something that could not have happened through any fault of the customer in that short of a period is not customer service!

Company: Sears
Country: USA

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