The Kenmore refrigerator, delivered in August, seems to be working all right. We agree that it’s better than the previous one, which we believed wasn’t cold enough. However, the cooling seems inconsistent.
Actually, we had another Sears event relating to the new dishwasher. In loading it one day, I pushed the top rack into place and a thingamabob fell off the runner. (They call it an end cap, but it’s really a thingamabob.) I discovered this little plastic piece is very important. It keeps the rack from sliding off the runner.
So, Mike called the customer service number and was referred to the parts people who readily agreed to send a replacement thingamabob. A couple days later I found it in the mailbox.
Subsequently, I received an email asking me to complete a survey with regard to this transaction. “Your experience is important to us,” read the message. “Please tell us how we did.” I had to laugh. For weeks Sears had shown no concern for our satisfaction with the $2000 refrigerator, while the parts division wanted to know if we were satisfied with a little $10 plastic part. Clearly, the parts manager and the customer service manager are not the same person.
No, I didn’t complete that survey, nor did I complete it the next time they asked. As for the end cap, it wouldn’t stay on. Mike suggested a service call, but I was afraid it might count against us if we need other service within the year. So Mike crimped the arm a bit to keep the thingamabob in place. So far so good. But again, although it’s a small issue, it’s still a new appliance with a problem. KW