The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
Sears / Kenmore Elite Refrigeratorpoor quality product!

L
This review was posted by
a verified customer
Verified customer
Review updated:

Having owned several Kenmore appliances – including 2 refrigerators - in the past, and being a loyal Sears customer for more than 20 years, I bought a Kenmore Elite Trio refrigerator in May 2006. Turns out this is a piece of junk. I have researched at least 2 recalls on this model since 2003. Mine died about 3 months after purchase and after trying to get a replacement through the normal Sears channels was successful only through the good offices of the salesperson the unit was purchased through.

Now the darn thing has died again. Sears has refused replacement again and will not discuss replacement until a service person has verified the problem. I guess I’m not qualified to tell if a refrigerator is working, while my food spoils and my wife is ticked.

After an hour on the phone, up through the food chain, Sears “I can’t help” attitude, and lack of response to a so-called “valued” customer and their non-existent customer service has forced me to believe this is not the Sears of old. The manager I spoke to even had the chutzpah to quote from the legal requirements document he seemed to have readily at hand.

It’s a good thing? I purchased a 2-year extended warranty on this unit, expecting further problems, and boyo, was I right! It would appear this piece of cr*p, made by LG in Korea, is destined for the trash heap once the extended warranty expires. $2000 down the drain.

So here I sit, on vacation, which is over the day service is scheduled, with a roomtemperator waiting for the technician. Then I will have to take time off from work, the day I return from vacation, to deal with the repairman, who I am sure will have to order parts or a replacement unit. Then I can take some more time off work for that service call as well. I will never buy another major product from Sears.

Tell your friends, Kenmore is no longer the appliance of legend, and Sears doesn’t care.

RESOLVED

The complaint has been investigated and resolved to the customer's satisfaction.

  • Sears's response · May 18, 2011

    To Kellywy,

    I read your post on here and wanted to reach out and offer some assistance. I'm sorry that your Kenmore Elite Trio is having this issue. My name is James and I am part of the Social Media Support Escalations team at Sears and we would like to help. At your convenience, please contact our office at [email protected] Please send us an email providing a contact phone number and the phone number the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Kellywy) for reference to your issue and we do look forward to talking to you soon.

    Thank you,
    James H.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Jan 28, 2014

    Anita90703,

    We thank you for bringing this matter to our attention. My name is Liz and I am a member of the Sears Cares Escalations team. We certainly can see why you are so frustrated and upset over what has occurred with your refrigerator. We would be happy to connect you with one of our dedicated case managers to contact you and address concerns. Please send the following information – contact #, screen name (Anita90703), phone # used at time of purchase to [email protected] Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.
    Thank you,

    Liz R.
    Social Media Moderator
    Sears Social Media Support

Responses

  • Ho
    HolaLola1234 Jan 31, 2019
    This comment was posted by
    a verified customer
    Verified customer

    Hello,

    I moved to PR back on October 2018 from Texas. I bought a washer, dryer, a stove and fridge. I opened an account to pay the appliances monthly. When the fridge was delivered, the delivery truck hit my car parked in front of my property. My property street is a dead end non busy street. They had plenty of space for the delivery truck maneuver. I am claiming this incident now because it took time to register my in PR. Sears say they do not have records of my purchase because has been more than 30 days. The local Sears store in PR told me that they cannot do anything because the damaged property is not directly related to the appliances or structure of the house. I did a claim to their auto insurance company and it still in process. Their insurance company say that they are going to send me a check when claim is finished. They are not going to provide anything else. They are not going to help me with transportation while the car is being fix at the shop. I need a car to get to work those days, what should I do?

    0 Votes
  • Na
    Nanette Nelson Aug 16, 2018
    This comment was posted by
    a verified customer
    Verified customer

    I purchased a Kenmore elite trio refrigerator [protected] August 2016, aug 6, 2016, at sears in Memphis Tn., told it would be delivered within a week. On the day of delivery, got a phone call and sears said it had been back ordered. We had sold our old one and customer picked up the night before our scheduled delivery. We did not get our refrigerator for weeks. Hello. Have had severe trouble since and have been without for four weeks now and after multiple attempts I sent Eddie Lampert a email and called for a week so I will paste the rest of the story, this is the email I sent him. How r u? I’m sending this email because no one has sears has been helpful or done us right. On August 6, 2016 we purchased a Kenmore elite [protected] refrigerator under the name of Sylvia Moffatt, that’s my elderly mother who lives with me that I care for medically. To start off we were told delivery the next week and sold our refrigerator the day before scheduled delivery, well guess what sears called the day of and said the item has been back ordered, three weeks later maybe four becasue we had made our first payment before it was even delivered. No apologies nothing. The cost of having to keep her medicine and food right was a headache. November 2016, I open the fridge and it’s not cooling, open the freezer and everything in the freezer is ruined, it appeared the freezer went first and then the fridge part is why I didn’t notice the spoiled food in freezer, so I call sears and first available appointment is two and half weeks even after I explained my moms medical needs, so a week into no refrigerator, my daughter opened it for some reason and it was working again, so I call sears and tell them and keep appointment eventhough they wanted to cancel, well day of appointment no one shows so I call and they said the tech decided since it was working no need to come out, I said well it would have been nice if u had filled me in, but since it was working I went about my business, March 2017 same thing all over and sears came out after two week waiting and said the compressor needs to be replaced so they order part which takes three weeks to get here and mysteriously in the third week fridge stars working, I didn’t call in this time so they wouldn’t cancel on me and a week later tech comes this is four weeks now with three weeks of no refrigerator, so the tech gets here I explain everything and the compressor was only pulling one amp, but to my surprise eventhough the compressor was sent here the tech chose not to put it on becasue it was cooling some at the time and cleaned condenser fan instead eventhough I saw no dirt and I pleaded with him to put the part on as it was not pulling the required amp, he said he could not do that because it was cooling some and leaves after he charges for a water filter and air filter that did not indicate needed changing, he said the amps would pull right after replacing those and cleaning the clean condenser fan. Same thing happens in November 17 again, except it was out for two days and again two week appointment, this time sears calls and ask the day before was it cooling any and I told them it barely keeps anything cool and freezer doesn’t freeze solid, to my surprise they cancelled the appointment. By the grace of god as my mother was in the ICU, the day we arrived home it was working and in July of this year 2018 it goes completely out again, called and two and half week appointment, sears tech gets here, happens to be the same tech from last time says, yep compressor is locked up and on the phone I had given sears the master protection agreement number which I purchased last year when warranty went out over the phone from sears and the number they gave me eventhough I asked them to mail me proper paperwork was [protected] and after I didn’t receive paperwork they said I didn’t need it just this number and it was a three year protection plan from the date of purchase of the refrigerator and I said well that’s not right becasue I purchased it a year later but what ever, so back to aug 7 when tech is here he told my husband and I, by the way you have no warranty on my labor and the part is on back order for four weeks and then u have to call and schedule me to come back after u get part and I said sears didn’t tell me we had to pay for labor nor the part was on back order we were told after doing diagnostic on phone he would have the part is why it took two and half weeks for appointment, then he told us 492 would be the cost of his labor and we would be without a refrigerator for almost six weeks. My husband said this is ridiculous please just leave because the tech admitted he didn’t put this part on last year. So I call sears immediately about this warranty and back order part and they say now no one has ever been here but once and we have no warranty that’s just a customer number what ever that is and that’s a customer number what ever that is and yes the compressor is covered under warranty but not the labor, but feel free to order and pay for the part myself. I have spent hours days and a ton of energy on this and the fire department and ambulance service because of my elderly mom not getting the proper foods because have u ever tried to feed a family out of coolers for weeks on end. So I have ordered that same compressor they say was on back order from sears and it’s susposed to be here tomorrow the 15, four days after order and I have to pay a certified tech not sears though at this point so my compressor will still be warranted eventhough everyone that is a professional in this town said that’s a linear compressor that will go out within six months again and won’t touch it, they recommend throwing this high dollar refrigerator away and starting over, I can’t afford to do that seeing as I’ve already paid 2000 dollars on it and still owe close to 2000 on it by the time interest is accumulated. Sears has rigged their records and this is so not right. I’m to the point of calling our news station in Memphis tn and asking them to open an investigation, pulling my phone records and what video and audio I have, sears has been here five times well susposed to be five because they cancelled but definitely three times for the same issue. I grew up in a household where my parents always purchased sears appliances and this is awful and in my opinion illegal. Very sad and no one wants to help from sears. At this point I want a full refund or a brand new refrigerator that works. Please, please don’t ignore us like everyone else has please. My phone number is [protected] My address is 2277 Bethany dr Southaven ms 38672. We purchased this item from sears at the south land mall Memphis tn. Please help us. I have a family who depends on food, a sick mom who depends on medicine and food. I can not afford to buy even a 500 dollar one at this point, espically after buying the compressor and still have to pay to have it put in we have spent so much money in take out food, Ice and all the food we lost every time this refrigerator went out. Please put yourself in my place. Thank you. Nanette Nelson. Ok now we received the compressor on wed the 15 and there is no drier filter with it, the certified tech was already here and I did not know the filter wasn’t in it becasue this is what sears told me just a few days ago, I can’t get the photo of the chat to insert, but sears assured me the filter drier was included, I do have the screenshots of the chat, so here we go again, had to pay for tech that came out but couldn’t do job without drier filter, so I call sears this morning and the woman totally ignored that I have a copy in black and white promising the filter and says I can order that for u, after repeating this five times she still ignored that fact so I asked for a supervisor as I have every call I have made minimum one hour calls up to two hour calls with them and she puts me on long hold, comes back and says no supervisor available, this is the reason I have reached out to Eddie Lampert becasue no one will help And I saw a post to email And call his office to make executive complaint. I have left several messages with his office and sent 12 emails to him And he doesn’t respond either. This to me should be criminal. So now I’m waiting on drier filter.

    Sent from my iPhone

    Comments
    Comments
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    0 Votes
  • Lo
    louis churnovic Aug 09, 2018
    This comment was posted by
    a verified customer
    Verified customer

    I bought a Kenmore Elite (LG) trio fridge, in april 2015. The compressor went out July, 2018. Paid over $2, ooo. If I had known of all the problems these fridge's have, I would not have bought one. What a RIPOFF. Cheap, EXPENSIVE, Disposable pieces of [email protected]@@> Sears used to be a reputable company, but anymore. How I lonfg for the good old days when things were made here in America, and lasted DECADES

    0 Votes
  • Wt
    WTC1016 Jun 19, 2018
    This comment was posted by
    a verified customer
    Verified customer

    Have been a loyal Sears customer for a long time. Had Kenmore refrigerators in the past and have been great. Bought an Elite side by side a few years back. Ice maker stopped working within a year. Bottom refrigerator drawer has already been replaced. Deli drawer is about to go now. Started getting hair line cracks inside the walls of the fridge. Now they are bigger and are rusted. The metal drawer racks are rusted and get mildew constantly. It's been a horrible experience. Customer service said they can not help. So disappointed!
    The add photo option does not work. wish I could show the pictures.

    0 Votes
  • Da
    David_e Oct 10, 2017
    This comment was posted by
    a verified customer
    Verified customer

    Sears refrigerator with bottom freezer.Model 795.[protected]. Lights stayed on with door shut. Could not get lights to turn off. Discovered after smelled smoke. Melted plight cover. Warped top of refrigerator and doors. Ruined about $450 worth of food. Anyone find a way to be compensated please send an email to [email protected]

    0 Votes
  • Li
    Linda Anthony Jun 20, 2017
    This comment was posted by
    a verified customer
    Verified customer

    I received a notice of a civil suit on LG Electronics a long time back.. Up until now June 20, 2017 the only problem I had was with the compressor switch. I paid and had that replaced. At this date I had refrigerator bulbs that stayed on and started melting my light fixture and causing the refrigerator to get warm and all the alarms kept ringing. Fortunately we caught the problem before we seriously burned the house down. We removed the bulbs and are now trying to contact the Administrator of the LG claim to find out the status. Has anyone any information about this issue or any issues they had later in time. My refrigerator was bought in 2007.

    0 Votes
  • Br
    BRJ--MtgAL Dec 29, 2016

    I just read a multitude of accounts describing problems with Sears Kenmore Elite refrigerators. I only wish I'd thought to consult the on line blogs and better yet, Consumer Report BEFORE purchasing their "Kenmore Elite Grab-N-Go" model on 11/30/2013 during the Christmas "Black Friday Sale". In fact, the unit would not be delivered for another 6 months (5/14/2014) when my new home construction would be completed. I'd even passed on having the builder provide my refrigerator along with the rest of the kitchen appliance package. I CHOSE to buy the Kenmore Elite because I "trusted" the Sears brand. The original price listed for this Kenmore was $4, 299.99. I only mention the price to emphasize, as many of the others before me in their accounts that these are very expensive refrigerators that factor majorly into a household budget. And at a minimum, with an outlay of this amount, one would expect a quality product that would last many years or if need for repair, Sears will stand behind it. That said, much to my chagrin, just about 3 week s ago (12/7/2016), I noticed that items in the freezer were beginning to slowly unthaw. Mind you, I've had the refrigerator for only 2 1/2 years. I began by calling customer no. 1-800-4-MY-HOME. By the way, I did not purchase an extended warranty. I was told that the only thing they could do for me was send out a tech at $99 service fee OR I could purchase a one-year warranty "plan" at $49/mo. However, my refrigerator would not be covered until after 90 days. Needless to say, I didn't sign up. Over the next 3 weeks, I would speak with at least 8 other people in 5-6 departments (i.e., customer service, customer solutions, manufacturer, recalls, etc.) about my issue -- NONE offering solutions or hope. During the period, a tech came out 5 times. The first time diagnosis was a bad compressor (which was replaced free due to 10-yr manufacturer warranty). However, the fridge would only "begin" to cool during the 24-hr "wait and see" period, only to stop cooling again EACH of the 4 times the tech made repair visits. As I write today (12/29/16), I'm scheduled for the 5th tech visit at 1:30pm. It's obvious that this refrigerator is a "lemon" -- they can't even fix it!! To paraphrase an earlier blogger, "the Sears old exists no more." I, too, had been a long time customer (over 25 years) based in part on what I'd experienced as a child when my parents did business with Sears -- remember, before there were Home Depot, Lowes, Walmart, HH Gregg, etc. Well, no more, ANY one of Sears' competitors offer me more promise and hope at this point. My relationship with Sears is definitely finished, and not so surprisingly, I'm hearing the same from scores of others. BRJ--Montgomery, AL

    0 Votes
  • Jo
    Jon Campbell Nov 22, 2016
    This comment was posted by
    a verified customer
    Verified customer

    Sears Kenmore Elite the model I have made by LG is beyond junk. It is no wonder Sears is going bankrupt. I would tell anyone that is thinking of purchasing from Sears to RUN to GE or anyone else. Sears refuses to stand behind what they sell. ZERO CUSTOMER SERVICE OR LOYALTY.

    0 Votes
  • Bi
    Bill Rouse Oct 02, 2016

    We purchased a Kenmore Elite Refrigerator on 6-24-13 and that is the last time I ever purchase an appliance from Sears.
    The ice maker has been replaced twice, the flapper in ice maker has been replaced, the mother board has been replaced and the gasket has been replaced.
    Last week I replaced the water filter and the ice maker has ceased to function and my warranty ran out. I have a 20+ year old GE in the garage that makes plenty of ice.
    My Father loved Sears and I have been a customer since I was 16 (1959). I am very disappointed with Sears.

    DO NOT PURCHASE ANY APPLIANCES FROM SEARS.

    0 Votes
  • Af
    Afreketo Aug 31, 2016
    This comment was posted by
    a verified customer
    Verified customer

    Remodeled my kitchen and bought all top-of-the-line Kenmore products, thinking I was going to have a wonderful kitchen filled with nostalgia. Wrong! I've made lots of service calls and find that my kitchen has been something of a nightmare. Double oven has a difficult time keeping accurate temperature; trio refrigerator is now not cooling/freezing. Customer service is really a joke. There really seems to be little investment in actually helping customers solve issues; what they wanted to do was sell me more products and services even when I was on the phone complaining about products that have repeatedly broken down over the mere 5 years I've had them. I'm now facing the expense of removing all the Kenmore products from my kitchen and going in a very different direction. I would really caution anyone thinking about Kenmore products to be really careful. If you must have any of these products make sure to get all the extended warranties your money can buy. Me? Never again! Money wasted.

    0 Votes
  • Ve
    Vespucci Jul 18, 2016
    This comment was posted by
    a verified customer
    Verified customer

    THIS IS JUST NOW : We bought appliance from Sears including a Kenmore refrigerator. It turned out to be a lemon, Today July 17 2016, I was talking to their customer representative, and I told her that this is the fourth service call, and the third repair in 6 weeks, with parts exchange, and that we lost the food every time and it is really not right. Every time we had to schedule the repair man, then he will order the parts and schedule again he turns it on and it will work, two days later the Frig dies again. After the third time of repair, losing working hours, losing all the food with the baby in the house, we figured the food we lost for three times was $672.00 only for perishables like meat, cheese etc etc, they told me the max they reimburse if they do is 250$. Now mind you I paid for extended warranty for several hundred dollars. So in desperation I went and bought a new refrigerator from PC Richard (PS the are the best) and now the Sears Lemon Frig broke down again. We called and they told us we don't qualify for a new refrigerator, because even if they came four times, they need to have parts exchanged in all the four times. I can assure you with this attitude they will never see me or my friends again in a Sears store. Stay away from Kenmore.

    0 Votes
  • Ke
    Kevin M218 Dec 17, 2015
    This comment was posted by
    a verified customer
    Verified customer

    In June 2015 we purchased a Kenmore Elite refrigerator. Two weeks ago the refrigerator failed and spoiled hundreds of dollars of food. Despite reading 37 degrees on the indicator, the food was warm and all freezer goods melted. We called service and it took them one week to come out. They replaced a circuit board and one additional part and told us to wait 24 hours before putting any food in. The next day the refrigerator read 37 degrees, but was warmer inside than the air outside of the refrigerator. All this time it also seemed it was louder when running than when we got it. We called service again on Monday, December 14, and were told the earliest service could come out was today, December 17. Today, the service technician told us it “may be” the compressor or the refrigerant and parts would need to be ordered. The parts may or may not arrive by Christmas Eve! If they do, they may be able to fix it. If they don’t, we will have to reschedule after the holidays! Sears doesn’t know how to expedite parts? For a brand new refrigerator? FedEx can have parts to me in 24 hours!

    I called customer care (Patrick, “The Manager”) and was told “the service order is blank” so they cannot do anything for me today and I should call back tomorrow. For what? Patrick could not explain “for what” only that “it is what it is!”

    Refrigerators rarely break, but when they do they can be repaired in a day or two, and when they can’t be repaired you replace them immediately as it is not easy living without one! Especially around the holidays!

    0 Votes
  • Ma
    Mark Patrick Dec 15, 2015
    This comment was posted by
    a verified customer
    Verified customer

    Call [protected] which is A&E factory service for sears/Kenmore. The issue is officially under recall now. Parts sent to house and appointment made for the install, free of charge. Make sure you have your model# and serial # when you call.

    0 Votes
  • Ge
    gerryeb Jun 29, 2015
    This comment was posted by
    a verified customer
    Verified customer

    Aside from the mechanical and electrical issues cited on this forum, the refrigerator, itself, is a lemon. The best feature of having a freezer on the bottom is that cold air settles. This refrigerator, however, does not take advantage of that. The freezer drawer has no sides. Cold air floods out every time the drawer is opened. Further, one cannot get ice cubes out without several spilling out the back and some then sliding out onto the floor. One must then contort to get those cubes that fell backward and did not make it to the floor. The French doors are hard to close. The unit beeps when a door is open for too long; but it is perfectly happy if the doors are partially open. No warning ensues. The vegetable drawer within is full width, so both doors must be fully open to access the drawer. It is awkward to open and flimsy. In short, this is the worst refrigerator I have ever experience. Sears should be ashamed.

    0 Votes
  • St
    StephanieLL Apr 21, 2015
    This comment was posted by
    a verified customer
    Verified customer

    I have a Kenmore Elite Trio refrigerator - purchased on 10/18/2006. Have never had to change the light bulbs in the unit. Had one of the bulbs go out, so I got out the owners manual to find out how to change. Followed the directions and still couldn't get the lamp cover off - it finally broke loose - literally broke. Just to find out the entire top of the refrigerator under the lamp assembly is melted and all the plastic is melted. Went online to see about getting new parts and the guy (who spoke VERY broken English) told me I had to have a service technician come out to replace the parts - a $95 service call and if they had to do any other repairs I had to pay for those too. He then said I could contact the recall department and see if it had a recall to be covered under. Called the recall department and again spoke to a guy who I couldn't understand and was told no recall - I needed to be transferred to the service department. Was transferred, to another guy who didn't speak English - asked to be transferred to the United States and someone who I could understand. He told me he didn't know if that was possible but would check. Put me on hold, which I've been on hold now for over 20 minutes (with less than pleasing music, I might add). Was just transferred to a supervisor (who didn't speak English, like I requested), was told he didn't have anything to do with my issue and that there was nothing he could do. He told me I could email the corporate office or send a letter but he couldn't help me further.
    The only appliances I've ever purchased have been Kenmore or purchased at Sears (3 washing machines, 2 dryers, 4 refrigerators, several lawn mowers, weed eaters, TV's, DVD players, VCR's, clothes - you get the picture - I've been a VERY loyal customer). My patience has been tried with this mess - when seeing the melted plastic and the burn marks on the top of my refrigerator - I refuse to put a light bulb back in my refrigerator for fear that it could catch fire.
    I'm so upset at this point - I am in the process of composing a letter and email to the corporate office - hopefully they speak English and can get the issue resolved!!

    0 Votes
  • Ro
    Rose214 Apr 08, 2015
    This comment was posted by
    a verified customer
    Verified customer

    I have been a loyal Sears customer for over 3 decades and have continually purchased at Sears because of the quality of the Kenmore products and customer service. Unfortunately I have seen a steady decline in products as well as customer service over the past 5 years.
    I called customer service on Saturday, April 4, 2015, when the ice maker in my Kenmore Elite Refrigerator (Model 795.7103) malfunctioned for the second time. I purchased the refrigerator in 2011 paying over $2, 000 for the product. The salesperson told us about the outstanding quality and dependabiltiy of Kenmore Elite products. We did not purchase the extended warranty because we thought this refrigerator would last over 20 years (like our previous refrigerator) without any major problems. We realized we made a mistake within months of taking delivery of the refrigerator. We were able to resolve minor issues by calls to the service dept, however, in December 2013 the plastic mechanism in the icemaker cracked. After calling customer service and the service department, we were told that we needed to pay over $400 for a new icemaker. We felt we had no recourse but to pay for the part and the repair. I should add that we are a two person (full time working) household, and really don’t use the in-door ice/water dispenser much, so we were very surprised when it cracked. Last Saturday, April 4th, I was getting some ice from the dispenser when I notice some white plastic shards in my glass. Once again the plastic portion of the icemaker broke and this time pieces came out through the dispenser. Needless to say I was livid. I had just replaced the icemaker 15 months earlier and I was having the same issue!!
    My husband called customer service and reallly got no where. The only help we were offered was being transferred to the service department where we were told we would have to pay over $400 again to have the icemaker fixed. We inquired about quality control procedures and of course no one could answer any questions other than to say we should have bought the extended warranty. We were told that there was no guarantee on the Dec. 2013 repair. I am still trying to get someone to talk to me or at least let me know if this will be an annual repair expense for me!
    Rose

    0 Votes
  • Be
    Beverly Wittmer Sep 22, 2014

    I have the same refrig. repairman said its not repairable. The problem he said was probably the circuit board. I could not afford the repairs so it sit for several years. My church wanted to help me but its not repairable. It cost so much & only last lessons than 2 years. II is a problem I cannot emotionaly handle.

    0 Votes
  • Kc
    KC WHITE Sep 02, 2014

    Looks like i have the same problem light housing burned/melted (Kenmore Elite Trio model 795.[protected] purchased /2006). Called [protected] and was told by Sears representative that my problem was not covered under the limited warranty and that I had to pay for the repairs. After reading all the Internet comments/complaints about this problem I called [protected] and was told that parts will be ordered and shipped to my house.
    Once I receive the part and call the [protected] to schedule a free repair with a Sears technician.
    Reading the comment by Jasmina Clyburn 29 Sept 2009 did help me to call Recall number for Sears
    Since I have not had the technician to my home yet I will let you know about the control if unit if it needs to be replaced and hopefully the problem will not exist and the technician does not replace the control (circuit) board and the same problem does not happen again. I guess I will have to wait and see if the control board is part of this "free of charge" fix. Either way, this appears to be a serious fire hazard and this product should be recalled. I already made a complaint with CPSC and hope that everyone who experienced the same issue will do so as well. I will follow through with the CPSC

    0 Votes
  • An
    Anita90703 Jan 23, 2014

    I bought my Kenmore Elite (What a joke!!!) in 2009, and it's been a nightmare!
    Basically all the inside shelving inside the refrigerator and door has cracked. I was making 2 service call per year.

    After almost 3 years, I asked for a replacement. Instead they gave me a free Extended Warranty. However, the plastic shelving and cabinets continue to have hairline cracks. Recently, I was told by Customer Service that since the problem happens so much that now II'm suspect of causing these problems! WTH???

    Guess what the Extended Warranty doesn't cover what they phrase as cosmetic problems (Note without replacement the shelves and cabinets would just break apart!

    I echo the sentiments and the frustration to any potential person thinking about buying a Kenmore product--> DON'T!!!

    0 Votes
  • Gk
    gk600 Dec 10, 2013

    I cannot believe all the issues with this piece of junk. Bought my Elite French door model # 795.[protected] in Nov. 2005. Have not experienced the light melting issue. Hopefully mine was before this issue. Will keep checking it though. Went to site because of the inferior quality of this unit. The cheap plastic parts for the 2 drawers and tray have broken. Replaced to the tune of close to a $100. then the compressor went. Another $500. roughly. The same draws are now broken again even though we are careful using them and know how fragile they are. Guess the cannot hold the weight of a head of lettuce. Yikes. Now one the plastic clips that hold the doors closed has broken, making it difficult to keep the cold in. to add to the insult, their parts breakdown does not list it as a part. Going to call service and find out what I can do. Wish me luck. If the piece of crap didn't cost close to 2 grand I would junk it. Not even worth it to use as a 2nd unit. Good bye Sears appliances. What a disgrace and shame.

    0 Votes
  • St
    stef45471 Jul 19, 2013

    I purchased my Kenmore Elite Trio called the Black Pearl in early 2009. It is now a beautiful to look at paperweight as less than four years later it has developed a leak which is irreparable. It was a very expensive fridge, so hard to believe my family has been sucking in freon fumes for goodness knows how long. I am not unhappy with Sears but certainly won't buy their products again, I am hoping someone knows if there is a recall for this problem.

    0 Votes
  • Te
    Telroy Jun 14, 2013

    Yes, Sears should have told all of us who own the models affected by this defect that it has been recalled, but they didn't, and we had to experience the flaw and then find this site. Thankfully I did, and after about 10 minutes of reading, discovered that my Kenmore Elite model 795.[protected] has a defect that will be repaired for free. I called [protected], and after needing to insist that this was a known defect (Service Flash 46-515), they simply asked for my mailing address and told me to call back when the parts they would order arrived. This all happened as promised, and the service man just left us with a new light unit in our fridge. After all's said and done, this site made my life lots easier! Thanks for taking the time to post your experiences.

    0 Votes
  • Jj
    JJ Marsh Mar 30, 2013

    To the person that just posted on March 11, 2013
    This just happened to us today, for the second time. The first time we thought it must have been our error (maybe left the door open) so we replaced the light housing/fixtures ourselves. After happening again, and knowing that the refrigerator doors were closed, we called and found out that there is a recall on this refrigerator. The number I would suggest calling is [protected]. I happened to find that number through an Internet search of "Kenmore refrigerator light not going out and burning up" and I was amazed at the many, many people this has happened to over the past several years. They did say they would send a technician out in a week. :( Ours is a 2006 model, purchased in 2008. Part of our frustration is we should have been notified of the recall, or at least the first time we called Sears parts to get new parts after explaining our problem, they should have told us there is a recall for that problem.

    0 Votes
  • Mg
    mggrgg Mar 11, 2013
    This comment was posted by
    a verified customer
    Verified customer

    Well this just happened to me. It was clear the lights weren't going out inside as everything was warm, and the burnt smell... The sockets where the bulbs screw into were burnt. I was afraid to go to sleep. I unscrewed the light bulbs just to get the fridge to cool back down. I fear this class action is past it's due date from me as all these complaints were filed years ago. I have had our fridge since 2007 (although it could be a 2006 Model)...does anyone have any advice? I've left a message with Sears/Leslie Delay...Thanks in advance.

    0 Votes
  • Ju
    Just Another Sheep to Sears Nov 15, 2012

    Sears has definitely transformed itself into a bigger version of K-Mart (who merged and bought them.) I purchased a Kenmore Elite 31 cuft fridge. First time they delivered the fridge to my garage, but the problem was it was to be delivered upsatirs and the old fridge removed. It took an act of God to have them come out and do the job right.
    Now 3 months later I got an "er 1f" code. Tech came out and said defroster and board are bad. Here's the kicker the parts are on back order and will be here in 6 weeks!. He also said we shouldn't use the fridge till the defroster parts come in. Calling the ASAP group is an excercise in how to have a stroke. They all understand, but no one will do anything for you. Also, if you bought an outlet appliance, you might as well bend over and take sand.
    Like Taylor Swift's song says, Never Ever Ever Ever Again! Sears I will cut my own head off and mail it to you, before I ever buy another Sear Store Appliance, and I Will Tell everyone on all my social media connection of the horrendous customer service I have recieved. I wouldn't treat a dog the way I and my wife have been treated by Sears, I mean K-Mart in Sears clothing!

    0 Votes
  • Se
    settl67 Nov 15, 2012
    This comment was posted by
    a verified customer
    Verified customer

    I manage an apartment community and we installed almost 40 refrigerators puchased through Sears a little less than a year ago. We have already had to contact Sears to come make repairs on 5 of these appliances, and the warranties are running out next month. Of the 5 scheduled repairs, 4 of those have had to be rescheduled due to Sears being unable to come out when they said they would. This means having to reschedule with the residents, some of whom had taken off work to be home. Avoid Sears like the plague. Their products and service are both unreliable.

    0 Votes
  • Fi
    Fire Marshall Mark Nov 14, 2012

    BURNING MAN IS ALIVE AND WELL AT MY HOME THANKS KENMORE ------NOW STEP UP AND FIX THIS DEFECT BEFORE SOMEONE IS INJURED.
    Bought the Kenmore Trio March 2008 and we have had two incidents with the lights staying causing the refrigerator to heat up.The first time I assumed it was a fluke and replaced the bulbs thinking my kids left the door open. The second time we got the wake-up call after I smelled plastic burning and discovered that the lights had been "on" for hours. The plastic clear shroud has crazed from the heat and the bulbs had become black along each glass filament surface yet they continued to burn bright. I speculate that had this continued for several more hours we could have had a fire. I have removed the shroud and the bulbs completely leaving the refrigerator dark. I started doing some research on getting it repaired when I discovered this site. I will call Sears Kenmore and see what they have to say... Class Action Suits often get companies to step up and take accountability. I hope I don't need to make this a pet project soon.

    0 Votes
  • He
    Henrietta1 May 09, 2012

    This morning for me ...same problem w/ Kenmore Elite Refrigerator with the melted casing after, apparently the lights have been on. Have been working on this issue all morning. A call-back had been promised from the Sears Customer Service Rep at the San Antonio call center. No return call.
    What is the consensus.
    Do I wait for a repairman for weeks and hope, in the meantime, there is no house fire. Or purchase a new refrigerator and be done with it...never again a Kenmore though. Anything Kenmore!

    0 Votes
  • To
    toothfairy55 May 02, 2012

    I just read the class action suit papers. Your repair had to have happened before Nov 2011. Does anyone know what happens to those of us that didn't have a problem till now? I had to purchase the extended warranty in order to have them come out and fix it. Who reimburses us for that cost? I'm not very happy with LG or Sears for not doing a recall on a product that has obvious problems since its inception.

    0 Votes
  • No
    Normus Mar 09, 2012
    This comment was posted by
    a verified customer
    Verified customer

    I contacted Sears today (Mar 9, 2012) about problem. After several years of complaints it appears that Sears still has no interest in resolving this issue. The class action lawsuit is to get consumers reimbersed for repairs that they have already paid for. You have to pay for the repair then join the suit. Deadline for filing is Nov. 2012, so if you don't discover it before then you get nothing. If you do get reimbersed don't expect to see anything until 2013. Sears may suck, but the lawyers suck more.
    As far as Consumer Reports, I have been a member for years. I bought this unit based on their recommendation. I have yet to see a follow up on any product that they have recommended that turned into a dud several years later.

    0 Votes
  • Se
    sebass Jan 19, 2012
    This comment was posted by
    a verified customer
    Verified customer

    I've officially joined the club. Luckily I caught it before it melted anything. I purchased mine in 2007. It's been trouble free till today. I was able to take the bulbs out, bit wonder if its still safe...any thoughts...oh, yeah, Sears sucks!!!

    0 Votes
  • Lm
    lmhesq Dec 15, 2011
    This comment was posted by
    a verified customer
    Verified customer

    TO ALL WITH DEFECTIVE REFRIGERATOR LIGHTS:
    I received the following email today with respect to a class action lawsuit and settlement - please pass this information along.

    You are receiving this email because you have been identified as a potential class member in the action entitled McLennan v. LG Electronics USA, Inc. Civil Action No. 10 CV 3604 in the United States District Court, District of New Jersey. Attached please find a copy of the Long Form Notice and Claim Form that contain important information about the settlement. Please review the attached, and, for more information, go to www.mclennansettlement.com or call [protected].
    Thank you,
    Settlement Administrator
    Rust Consulting, Inc.

    0 Votes
  • Ra
    ragsandbitches Dec 03, 2011
    This comment was posted by
    a verified customer
    Verified customer

    My Kenmoore Elite has fallen apart starting with the ice maker motor to dispense thru door. The ice freezes up so what's the point to burn out another one. The drawer glides are cracked and broken and this 2200.00 piece of crap started breaking down the second year. I don't think consumers should have to purchase insurance on products. What attorney started that? I got 6 years out of a 20 year product. Have my service records for it and I had just refilled it as I am starting over in life on my own. Now I came home to a flooded kitchen and needs a whole new compressor assembly. I will live out of an ice chest before fixing it. I can't afford it and its why I bought top of the line when I could pay cash in 04. Kenmoore products are a thing of the past. Tjeir service techs can't hardly speak English so how can they read it. They don't show for scheduled appointment. I AM DONE WITH SEARS. THEY HAVE RIPPED OFF TRUSTING AMERICANS.

    0 Votes
  • Sq
    Squanch24 Oct 17, 2011

    Ha, looks like i just joined the club. I bought my lemon in Dec 09, and just yesterday hot goey mess! Haven't called Sears yet, can't wait for the run around. Hopefully they'll honor those Service flashes. I think i'm the lone Canadian on this thread, i'll see if i get any joy up here. Already filed my complaint with the government. It's too bad, i used to brag Sears up...RIP SEARS.

    0 Votes
  • Ba
    babiesmama03 Oct 11, 2011

    lights lights lights... We've already had the whole fridge replaced two months after we bought it!!! Now, the lights have been going off, and on all on their own. Well, I put the camera in the fridge and recorded it. Sure enough, the lights stay on, but must 'shut off' when they get too hot? We certainly don't have a warrenty, it was purchased in 2007. So, I'm filing that report online for the complaint. Screw Sears, they're certainly not consumer friendly. I should have taken a picture from inside the fridge with the lights on, but, my husband already burned his hand removing the darned bulbs. Redick.

    0 Votes
  • Ge
    Gerard Ruiz Aug 25, 2011

    The lights in my Kenmore Elite Treo would not turn off. The lighting kit was replaced and the lights still won't go off. I've learned the circuit board is defective and to replace it will cost $500. As I review all the complaints about this very issue, I have no confidence that this will not happen again as it sounds as though there may be a design problem with the circuit board. I will not have it replaced unless I can be assured the design has been resolved.

    Furthermore, and more importantly this is clearly a fire hazard. I only discovered this by chance as I was about to leave for a week. I am sure because of the damage inside my refrigerator that this would have caused a fire had I not discovered it when I did. Its clear Sears is not going to do anything about this problem unless they are forced to. This looks very much like Toyota's quality issue which led to the death of alot of people. It looks like Sears is going to wait until someone is killed in a fire before they address this issue. When that happens I hope the class action suit that follows is so devastating they lose key exectives and hundreds of millions of dollars. That seems to be the only way this will be resolved. That is going to happen someday its just a shame someone in Sears' leadership won't step foreward and do what's right. - Gerard Ruiz, Emmetsburg IA

    0 Votes
  • Rr
    rremltr Jul 16, 2011

    So this complaint has been out there for awhile. I bought mine in October 2008 and just had it repaired today.
    I had noticed from time to time that the lights would not come on when the door was open and then the next time they would. So I ignored it for the most part.
    I was lucky that I noticed the light on because of a bad door seal at the bottom and it being night with the lights out in the kitchen. Nothing melted or scorched. Caught it in time and removed the bulbs.
    Then I put them back in and they wouldn't come on period. That's when I called for a service tech. In the meantime I figured that it was the bulb housing that was bad and replaced it with no luck and took the part back and was told about the SF 46-515 by the parts clerk. Called and updated my service call with that information and the tech had the parts with him when he came.
    I asked him if the parts he was replacing were redesigned or the same that came from the factory, figuring that this will probably happen again if they were the same. He said that the pcb board was the same, but the lamp housing was redesigned with the thermal cutoff. So when he pulled it apart, it already had the redesigned bulb housing in there. That is not a good sign. So my next question was "what if it happens again?" and he said, "We will fix it for free for the life of the refrigerator." And he added that I was lucky that I bought the Kenmore, since Sears is repairing without charge regardless of the age of the unit. The people who bought the LG brand model are on their own after two years - no freebees.
    I am kind of ambivalent since I didn't have the damage that some of you folks did. The most inconvenience for me was being without the lights for about 8 days.
    The only thing different now is that I replaced the bulbs with two 40 watts instead of the 60 watts that are specified. I had actually thought that the bulbs were burned out, although a stretch, since both bulbs going out at the same time would be pretty high odds.

    0 Votes
  • Ma
    Mary Joy Jul 13, 2011

    I have to wonder how Sears is still in business. I too purchased a Kenmore Elite Refrigerator in 2006. I thought I was getting top quality product instead we got a lemon In the 5 years the icemaker water line has frozen up 3 times. The freezer door fell of it hinges repair 211.00dollars. Deli drawer broke wheel on veggie door broke off.and now for the second time the frig light would not go off. Spoiled all the food in it. Melted the entire light housing and part of the interior. Now we are told that the mother board is defected. Still waiting for price on that.. WARNING THINK TWICE BEFORE YOU BUY ANY APPLIANCEE FROM SEARS. You will empty your wallet in years to come. Mary from Rochester

    0 Votes
  • Ca
    Carol Potts Jun 30, 2011

    I have a Kenmore Elite model 253.7427370 and I have the same problem with the freezer being fine, but the refrigerator portion is warm. The Freezer's vent freeze up, not allowing the cool air down to the refrigerator. Sears is of no help whatsoever. On 6/17/11 a service person came(Sears wants $109 for them to walk through the door) and said it was of poor design, to defrost the Frig, and best of luck he can't do anything, so it didn't cost me that day. Today when I called Sears about the problem again, and told them what their service person said, they wanted to sell me an extended warranty for $273, and if they can't fix it they'd give me a voucher for 500 for a new purchase. I have to spend 273 dollars to get 500? Oh, and the next time a service rep can come is on 7/18/11. Ok, that's 2 days off from work, without pay, plus 2 loads of refrigerator food spoiled, and still the problem is not solved. I said what should I do until then? Their reply, maybe you can keep your food at your neighbor's house. I think it's time to call the Attorney General's consumer affairs. Carol Potts 6/29/11

    0 Votes
  • Ma
    Mad at kenmore Jun 29, 2011

    What a piece of garbage
    My fridge is mb 3 years old and top half just stop and bottom freezer is frosting
    the repair will take 2 days so no fridge till then !!! Might as well buyh a new one and NOT A KENMORE THAT IS FOR SURE !

    0 Votes

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