OK, its been another week and my Kenmore Elite refrigerator is still not working- ( 10 Weeks now) and the excuses and incompetence is mounting up. Repair guy left- said he would come back or call to see how it was working, as it does take some time for things to start to cool down. Called back in 2 hours looking for lost tools- he really was not interested in my unit he spent 2 hours in my home working on, I told him it was not working, Never came back, never received another call.. nothing NaDa…
So after dealing with someone in the Philippines ( seriously- if you call center is in another county- teach them proper English and tell them to Quit tell me they understand- THEY DON"T)..after 20 minutes I was told that the guy that worked on my unit could not come back and it would be Thursday before I could get an appointment...
And now we wait.... this coincides with what has happened to America-- a once great company has given up its Heritage in hopes of competing in a market with SUB-Par Chinese Goods ( Kenmore Elite is actually and LG or has LG parts) I have a 31 Year old Kenmore that is in the garage still humming along.. go Figure....

Worst company ever! If you are looking for repair work on a non-warrenty covered applience, look elsewhere! I am on week three of trying to get my Kenmore refridgerator fixed. First appointment (Monday) went well, technician was only 30 minutes outside the window. He diagnosed the fridge in approx 30 seconds. When he went to order the part, the issues started. The part was on backorder for two weeks (December 21 was the expected date). I opted to go with an off brand. The technician said it would be there in two days and rescheduled my appointment for the upcoming Thursday. I willingly paid half of the repair cost up front. When I realized that my husband planned to spend his turn waiting for the technician in the garage, I called A&E and switched our call number to his cell. Turns out it was typed in wrong. We missed our appointment. I rescheduled again, for the following Wednesday. A new tech came out to install the part, unfortunately it was defective. The tech re-ordered the part and rescheduled. Let me point out that the date of our latest appt was Dec 21. Our appointment was resched for Friday, December 23. On Friday, I called the company as it was 1130 and I still hadn't heard from a tech with the 30 minute warning. I was then told my part was on backorder until Jan 9th. They didn't even call to cancel or reschedule my appt. I spent the next 1 hour on the phone with everyone they could transfer me to. After being disconnected in yet another transfer, I decided to call around to local parts distributers and found the part. Imagine my shock when the receptionist at a local warehouse informed me that they had the part in stock. They even happended to be a normal distibutor for A&E. I called A&E back and requested that a tech pick up the part and meet their scheduled repair date. 1 more hour being transfered around. I finally got a hold of someone in the escalation department who agreed that a tech could pick up the part and come on over and install it. At 445, I got a little worried and called A&E back for confirmation the work would get done. Turns out the tech that was directed to go get the part left early for the holidays. I completely lost all composure when the escalation department tried to shift the blame on me. Worst company ever! I now have to begin the fight to get my money back as I would rather not have a fridge than have them step foot in my house.

I agree with the letter of complaint by the previous rater. It seems in discussing delays with our own repair guy, that a scheduled customer can and will be rescheduled in order to accommodate a larger job. Of course Sears has no problem with a customer who sacrifices a half day wages away from their employment in order to keep the appointment with the repair person. In my case, this is the second repair for the same elliptical exerciser. Parts arrived at our home damaged on the first repair meaning we had to reschedule for a third visit, the first being diagnostic only. Now I am waiting for the second repair and have already been rescheduled twice after taking time off. My repair guy informs me that he is frequently amassing as many as two to three hundred miles a day in an area of the state far too large to get efficiently around. Figure the time it takes you to drive this same distance a day and you will understand why their service is so abysmal.