Complaint Regarding Kenmore…
Complaint Regarding Kenmore Refrigerator Warranty Service I purchased a Kenmore refrigerator that is still under warranty. The refrigerator overheated, warming the freezer, spoiling all of our food, and producing a burning smell. Kenmore sent a technician who admitted he was not a refrigerator specialist and asked me what he should do. He also asked me to call my husband to ask what was wrong with the refrigerator. He left without diagnosing the issue. After I contacted Kenmore and put a scheduling representative on speakerphone, the technician was instructed to order parts. He ordered a compressor without identifying the problem. When he plugged in the refrigerator, he reported that it began sparking and unplugged it. Kenmore later told me that if a technician orders parts, they have to try to use them. The parts arrived days ago, and a follow-up appointment was confirmed multiple times. However, I received a text postponing the appointment until the 26th. When I called scheduling, an employee named Adam explained that the assigned technician was out of state and could not travel to my home. I asked whether Kenmore could replace the refrigerator, given the lack of a diagnosis and the reported safety issue. Adam laughed and said a replacement would take three weeks. When I said that was acceptable if it meant progress, he laughed again and said the technician coming on the 26th would not be able to do anything. He then told me his own refrigerator took over 70 days to repair and suggested I should not be upset. To make matters worse, I later received an email stating that additional parts were being shipped, despite there still being no diagnosis or clear repair plan. I am left without a functioning refrigerator, have lost food, and have been given no clear path to resolution. I have also been told the refrigerator is unsafe to plug in, yet it apparently cannot be diagnosed without being plugged in. I am requesting that Kenmore promptly authorize a replacement refrigerator under warranty or provide a qualified technician who can safely diagnose and repair the unit. I also request a firm resolution timeline and consideration of reimbursement for the spoiled food. This situation has involved repeated delays, poor communication, and no meaningful progress toward resolving a serious issue with an appliance that remains under warranty.
By Leah L.