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Replied
November 5, 2008
We also bought a Kenmore Elite Trio Model # 795.775 in August 22, 2006
This morning 11/05/08, we woke up to a burning smell in the kitchen. I opened up the refrigerator, the smell of burning plastic was from inside the refrigerator. I found the lens cover to the lights barely hanging to the fixture. It was melted around the edges. I took off the lens, and burned my fingers in doing so. The light sockets were burned and all my food on the top shelf was extremely hot to the touch. I figured the bulbs were the problem. I waited until they cooled down enough to get the bulbs out. I had to be sure not to wait to long or the plastic socket would cool to much and seal around the bulbs. I noticed that each of the bulbs are 60 watts, that make them 120 watts heating up a sealed unit and could start a fire. I got the bulbs out and found that all my food was warm and had to toss it out.
I also had a freezer icing problem as well. I believe that the light bulb is the issue in the freezer. So I took the out as well.
Kathleen McCall
The complaint has been investigated and resolved to the customer's satisfaction.
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I have had the same problem as expressed by others concerning the interior light. The light would not turn off on two seperate occasions melting the fixture, spoiling food and nearly causing a fire. Both occasions were after the standard warranty had expired. I did not purchase the extended warranty because I believe a $2, 000 + applience shouldn't need one. Sears was only responsive in charging the $65 service charge, exactly the same story as I have read here... I refuse to pay to have someone come out, waste my time, then charge me more money to repair something that should never have broke. The only way to fix this problem is a complete recall. I filed a complaint with with the U.S Consumer Product Safety Commission and other who have this problem should do the same before a fire starts and possible lives are lost. In the meantime, I will not recomend Kenmore products to anyone, overpriced with no support.
My wife has been working with Sears support teams on trying to resolve an in-warranty issue with our 3.5 year old Kenmore Elite Trio and so far has been given an extremely poor customer service experience. (her post can be seen here: http://www.mysears.com/Appliances/topics/Kenmore-Elite-Trio-Sealed-System-Failed-in-3-Years-Customer-Service-RUN-AROUND/posts). Recently, we paid to have a technician come out after the unit stopped cooling. He diagnosed the issue as a problem with a leak in the SEALED SYSTEM and that the unit could not be repaired. The tech that someone would call and since then we keep getting promises to return calls and she has to keep following up. Today we are being told that $500 is all that can be offered to replace the unit that is defective in a portion of a system that is CLEARLY under a 5 Year Warranty. The Sealed System includes the compressor, the evaporator, and the condenser, plus the tubing that connects them. That means there is NO DOUBT that a LEAK in that system is covered by this warranty. I am finding it incredibly difficult to understand why we continue to get the run around, denials and poor customer service from the Sears that I have been buying from since the 80's.