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Kenmore &elite& Range Mod# 790-7946 / Manufacturer's DEFECT vs Cosmetics

1 1781 SW WanamakerTopeka, KS, United States
Contact information:
Phone: (785) 271-4226

I purchased a Duel Fuel Range (plus a refrigerator) less than a year ago. Not only did it smear horribly no matter what I used but paint started coming off especially around one burner, getting bigger and bigger, literally to the metal, everytime I wiped. Scratches, paint washing off from around burners, never looking clean. I was surprised to find that it was paint and not a porcelain surface. Visited my local store but no good suggestions.
I finally called for a technician to come out. He poured glasstop cleaner which is like a liquid car wax, polished it up and even though the smear was less it still did not clean it. When I asked about the paint coming off the surface he said it was a cosmetic problem and as such was not covered under the warranty which I purchased until 2012. I was floored as I feel this "cosmetic problem" is a manufacturer's defect! Paint just does not wash off unless it was not applied correctly or there was something underneath to prevent even coverage. I called the MyHome #, explained the problem, was referred to Customer Relations, explained the problem (which they said "I" had called due to "STAIN that was SPREADING"! I refuted that and asked them to find the person who typed THAT in as it certainly wasn't me). They eluded to it not being covered under the warranty because it fell under the cosmetic part that is NOT covered. I asked to speak to a supervisor but was told to call Kenmore! I called Kenmore to complain about the DEFECT but was told that it is completely on SEARS as they are the manufacturer! They gave me the same number I had just got off the phone with...Customer Relations. I asked for a supervisor, got one (shock) who told me that it depended on what the technician said. I told her he said it was cosmetic and that when I pointed out that it is not normal for paint to 'wash' off a stove he said it did not fall under the manufacturer's defect!!! She said the decision would be based solely on him but would contact me the next day. I am still waiting for the moment. I chose to buy from Sears as I felt it was "better" than these fly-by-night stores and truly believed that Sears would stand FULLY behind their products. SEARS: NEVER, EVER, AGAIN!!!


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