kenmore.com

I purchased a Kenmore refrigerator

I purchased a Kenmore refrigerator, based on my past Kenmore purchases.(4/11/19) Not only have the products deteriorated but I have not experienced such poor customer service, ever.At 9 months my refrigerator stopped working. I first emailed customer service with no response. I then called customer service and after I was basically told by the person that answered the phone, that it was my fault (6 different ways) that my refrigerator stopped working (which was after I was told that I shouldn’t email but only call customer service-complete opposition to the website and to a card left by a service tech). One of the things I was told was that I should only be using 60%-80% of the freezer space. I asked her to tell me where that was written in the owner’s manual. She stuttered and stammered and then said (after telling me how she knew all these issues because she had worked there 11 years, and this was most likely my fault) that she got confused as to what service told her and what was in the manual. It would be false advertising to sell a 26.1 cu. ft. fridge but only be allowed to use 60%-80% of that space or it stops working, when a person actually uses the space that was purchased. After so much time on the phone, I got put on the emergency schedule, which was 5 days out. After service checked it out, I was told a part had to be ordered and it would take 6 days.18 days later, I called back (no one called or notified me), to be told the part was on back order until March. I asked what they were going to do until then, I got transferred two different times after the first person couldn't help. I was told that after 30 days that they would schedule a replacement. I asked that they send me documentation for that and I was put on hold (after a loud sigh and a very huffy “I will check to see if that information can be texted or faxed” after I had been told it couldn’t be emailed) and at an hour of being on-hold I hung up.I had asked to schedule the replacement appointment since I had been told already that the part wasn't coming until March, almost another 2 months. The customer service person (supposed customer service person) got very short and said they couldn’t do that until 30 days had past. This was after I asked her to confirm that I had to wait even more days because the order for the replacement part was made 5 days after the service personnel were out (12/17/19). They stated they ordered the part at that time, but in fact did not order the part until 5 days later - per the personnel that answered the phone on 1/4/2020. I sent the original email on the 13th of Dec. which was a day after my refrigerator went out. It is now the 5th of January 2020. So that all my food did not spoil I purchased an ice chest and after days of going back and forth to a station for ice I purchased a small refrigerator. In another week it will have been a month without the refrigerator. After spending about $2000 for a product that now doesn’t work and substitutions, so I don’t lose more, I am the one made to suffer even more and made to wait. This is in addition to receiving the worst customer service I have ever received. (I have spent time on the phone with Microsoft and Apple and in comparison, they were jewels)

Date of experience: Jan 07, 2020