Complaint / review / scam report
Kenmore Elite Electric Range with Induction Cooktop
Extremely Bad Service
I purchased an electric range with induction cooktop about 2 years ago. I had an issue with it last year to which the part arrived without much delay and the issue was rectified. On June 29/11 my induction cooktop gave out completely, I called in a service call right away and set up a service call. About 2-3 days later a service representative in my area contacted me and came and took a look at the stove to assess on which part to replace. He contacted an office in Halifax explaining the part he needed and they advised him that the part was on backorder to July 18/11. Needless to say I was upset so I called in a complaint with the call centre and they put in an emergency call and about a week and a half later a part arrived, GREAT! Meanwhile I have a 2 yr old and trying to boil water on a BBQ is a task in itself, thank goodness it was summer! The service rep arrived and WRONG PART! apparently the person he spoke with misunderstood him when he told him the code that was coming up on the stove and they assured him that a part would be sent out right away. 2 weeks pass, No part then I receive a call from someone wanting to send a part but not sure where to send it. I could not remember the company name of the service rep so they hung up assuring me that they would find out! a few more weeks pass still no contact to the service rep to send the part. I call the call centre several times and unable to get any information. Finally, I reach a lady in Toronto who went through my file and discovered that the part had been CANCELLED she wrote a few notes on my file saying that I was fed up boiling water on a BBQ and asked for the part to arrive asap or do a buyout. A call was recieved by my sister-in-law because I was working and in that call apparently from a rep from Sears? saying that the parts total would be in excess of $1400.00 and that they would send a template??? to the service rep in my area to have the stove replaced. Keep in mind I purchase an extended warranty on this stove. that call was received on monday or tuesday last week. I called the service centre today to see if I could get any information on that call to check on the status of it and was met with the same roadblocks as before, saying that the parts were sent out to the service rep in the area. Parts??? I was told by the service centre that the service rep is sopose to fax a assessment to them saying that the stove is unfixable and then stuff will progress from there. I contacted the service rep and he said that, that is no longer how it is done. so here it is August 8th and I still have no stove and I feel helpless and don't know who else to call no one knows anything. Please Help Me!!!
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