Bought a Kenmore Elite side by side refrigerator for just under $2000.00 on our Sears gold MasterCard in June. By end of July ice-maker had stopped working, so we called Sears service to repair under warranty.
Tech comes out, determines motor is bad, orders new one. 3 weeks later he returns to find wrong part had been shipped, and re-orders. Another 3 weeks, same tech returns to find the SAME wrong motor shipped. He investigates further and finds that it was correct motor: it was the WRONG DOOR! Factory put wrong door on! SO he orders new door. Another 3 weeks, get a call asking if parts had arrived. When told no, the Sears person looked up file and announced that it would be 6-8 weeks until parts arrived, then 2-3 weeks to get tech back. The next day I find milk feels warm, so I put a thermometer in and discover refrig is 47 degrees.
Another call to Sears service leads to frustration - they hang up on my wife. A call to National Consumer Relations leads nowhere - told to call OneSource. OneSource says they will try to expedite shipment of door. This is not OK with us - refrig is now 52 degrees. We want a new one, not this one repaired. They authorize a dollar-for-dollar swap.
Only one problem - they have nothing comparable for same price. Turns out we bought last year's model, which has been discontinued. The updated model has less features, mostly the ones we bought refrig for: they ovbiously had problems with some things and eliminated them.
OneSource says that only the store can authorize a refund, so I call the Brand Central refrig/freezer manager. He gets approval from store manager for full refund, and promises to leave paperwork for us to pick up.
We make the 50-mile roud trip 3 times over next 2 days - no paperwork, and can't get manager to reutrn a call. Finally get ahold of him, and he says that refund has been retracted by store manager, (who of course is unavailable) on the basis that it has been more than 60 days since we made the purchase. The argument that the problems began within the 60-day period falls on deaf ears. Neither the Brand Central guy nor the store manager will return our phone calls.
Our original salesman (great guy - stuck with this all the way through trying to help us get resolution) offers to refund original purchase price and sell us a Whirlpool Gold (an upgrade) for same price we paid for the Elite. So we accept and take delivery of the new refrig a week later.
Gulf Breeze, Florida