I have a less than 3 year old top-of-the-line Kenmore Elite Refrigerator/Freezer. On June 1, I noticed that both compartments were not cooling properly. I placed a call to Sears Repair and was given an appt. A week later. Upon arrival to my home, the repairman opened the door of my freezer, saw that ice was in the bin and closed the door and said there was nothing wrong with my unit. He left within 5 minutes after charging me $65 for the service call. I immediately purchased thermometers for both compartments and within 24 hours it became clear that the unit was measuring 20 degrees warmer than what the service manual prescribed. So I placed another request for service and waited yet another week for the first available appt. This time the same repairman decided that he would replace the compressor fan. I advised him that I had done some research on the product and was convinced that the problem was the compressor and I didn't think replacing the fan would solve the problem. He advised that even though the fan appeared to be working properly, it was probably not working at full capacity so he wanted to repair that. He set up an appt based upon when the part would arrive. The day the part was supposed to arrive, I received a call from Sears verifying whether the part had arrived. When I told them it had not, they said they would put a trace on it and call me back. I never heard from them. And, the part did not arrive until 7 days later. Meanwhile, Sears must have automatically cancelled the visit to install since I never heard from them. When the part arrived, I had to call Sears again and ask for a service appt. - again having to wait yet another week for them. (Now we're approaching 1 month of sub-par refrigeration - not keeping meat frozen, etc.) Finally, repairman comes to install fan. Within 24 hours, still not cooling properly so another call goes in to Sears. I tell them to have repairman bring new compressor with him. Again, they have to schedule another week out just so repairman can come to house and tell me that they will order compressor that will come to my house and it will arrive on a Tuesday and he will install on Thursday. On Tuesday evening, Sears Parts calls me to confirm that I have part. I tell them no. He tells me he will trace and call me back. I never heard from him again. However, on Wednesday, part arrived. On Thursday morning of scheduled repair, I get suspicious (because of Sears' track record) and decide I better call and confirm my appt that is scheduled for that day. They tell me they cancelled the appt because the part didn't arrive. I told them the part arrived on Wednesday and had they called to confirm like they said they would, they would know that. No follow-up from them on both instances of ordering parts. Now I have no appt. And I paid $300 for work that was unnecessary. I told them this has been going on now for 1 1/2 months and they are completely lacking in customer follow-up and don't show any concern to provide quality customer care on their top of the line products. I will not be buying Kenmore products in the future because of this unacceptable service.
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