We have a Kenmore Fridge that came with our home. The shelving are brittle plastic and the end clips break on a regular basis (replaced 5 in 3 years). Usually we go to the parts and service depot in Edmonton, buy the part and head home. July 2009 the company in its infinite wisdom decided that all parts now will be sent from Bellville Ont. So now you go to the empty parts and service depot (they only carry the top 100 replacement parts for all Sears products) and look at a schematic and order the part. It will either be sent to the depot (across town where you have to head again in 5 to 10 business days per part) or you can pay $6.95 per part to have it sent to your address.
On August 21 I ordered the top shelf (I have broken one of the clips off the top when I had to replace the hanger for the meat crisper) and this was supposed to come with the hangers for the crisper, and yet another shelf for the door. Turns out it came with the metal clips on the top of the shelf so you could attach the hangers for the crisper. So after waiting 3 weeks for the shelf to come in I had to order the hanger. I had a left and needed a right hanger. Called the number on the parts and service reciept and talked to Linda in Regina (18 hours from here) and she placed the order. I was only supposed to be charged for the part but they also charged my credit card for shipping (6.95) and then in 3 days the wrong hanger showed up. They sent me another left hand hanger not a right hanger. So then I contacted Linda and she referred me to the Customer Service number because they don't process returns. I contacted customer service in Toronto and was told that they could send me the new hanger but that I would be charged another 6.99 for the new part and they would have to take 20% off the return of the wrong hanger (even though I didn't order it) and that the shipping would not be returned. I asked to speak to a supervisor and then they gave me yet another number (in Ottawa) so that I could contest this. The person there tried to transfer me back to Linda in Regina because this was a parts and service product. Finally after yet another customer service phone number found someone who authorized the return (at full price plus the shipping that I wasn't supposed to be charged) and then told me to call Linda in Regina again to order the right part (no shipping). So another charge on my credit card for the right hanger. Linda was also supposed to send me a return envelope to return the left hanger. Finally 1 month after the initial order the right part came in the mail. I had to break down the shelf for the second time (did it the first time when the 1st hanger came in the mail then had to put it back together) but had to wait another week for the return label envelope to come to replace the left hanger. So to get 2 pretty basic parts for my fridge it cost me countless hours on the phone. 2 shipping charges at 7.95 (the cost from Edmonton to Toronto) another 6.99 for the right hanger, still waiting for the return of the 14.95 for the wrong part, and weeks of aggravation.
Edmonton has 1 million people and there are 5 million people in Alberta. Regina has 190 thousand people and about 1 million people in Saskatchewan. The part was shipped from Regina. So no where in Alberta can you now get parts for my Kenmore fridge from a Sears Parts depot but I can get them from a neighbouring province. Or because they are frigedaire, ect parts I can go to Trail Appliances or another major appliance supplier if I know the parts that I need. I can walk out today with the part and by-pass Sears altogether. S
Sears used to go that extra mile for their customers so that is why all of our appliances are Kenmore. We have bought Kenmore for 20 years and both of our sets of parents always bought Kenmore, but now it just isn't worth the hassle. We had a Kenmore Upright Freezer that cost us 1800 on sale. When we got a freon leek they told us that there was no way to fix this and that the freezer was now junk. So we had to throw out a 4 year old freezer. The repair man told us that we would be better with a chest freezer because they can remove the liner and easily fix these. We had 300 dollars worth of food rot away because we had no place to keep it. So we bought a 2oo dollar small freezer from the grocery store.
0 comments