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LockedService Charge for part missing on "new" refridgerator

posted on November 05, 2009 at 04:07PM Inappropriate?

I purchsed a "new" Kenmore Elite regfridgerator from a Sears store and one day there appeared to be a leak coming from the back panel/wall inside of the freezer and ice started to form in the bottom of the freezer. Since this problem arose after the one-year warranty had expired I just started breaking up the ice that formed in the bottom of the freezer and sometimes had to shut-off the entire unit to defrost the freezer and remove the ice. Thinking it was from normal wear-and-tear, my wife and i continued to remove the ice manually every couple of months until it just became a nuisance. I finally called Sears and since the warranty had expired I had to purchase a 1 year contract for $269.63 in order to have a technician come out and check the freezer. The technician opened the freezer door and immediately said: "Oh, you need a "heat probe". No other troubleshooting was done. He went to his truck and came back with a 6 - 8 inch piece of metal and Iasked him if that is all that is needed to fix this problem and he said "Yes". It took him all of 10 mins to install the "heat probe" which costs $18.69. I asked him why the refridgerator did not come with the "heat probe" installed since we bought the refridgerator "NEW" and there is clearly a place for the "heat probe" to be installed. He really had no answer as to why it was not originally installed but he knew "immediately" upon seeing the leak when he opened the freezer door that this part would fix the problem AND it did stop it immmediately and the leak has not re-occured since. This is not a "replacement" part for someting that had warn out or that was broken...the part never existed and evidently the part is needed because there is a "place holder" for the part to be installed and it is designed to keep this problem from ever happening; it is designed to keep the ice from forming and blocking the hole/drain which is where the tech installed it. If these heat probesare not installed during the original build of these refridgerators, then I think they should be; otherwise, the consumers are playing playing a game of chance that the leak may or may not occur. For $18.69 (and I'm sure Sears/Kenmore can get a cheaper bulk price for the part) this part should be mandatory. I've been purchasing Sears products for close to 30 years and currently own 2refrdigerators, dishwasher, range/oven, microwave, dishwasher, water softner, vacuum cleaner, various Craftsman tools and recently (2008) purchased Kenmore Elite He5 washer & dryer with pedastals. I am a loyal customer but I am not happy about this recent expense and feel the need to notify others and I am also trying to find out who to contact within the Sears company regardng my displeasure....someone who cares about Brand Loyalty. Thank you for your time and beware of the "missing heat probe" when shooping for your next freezer.

replies: 10 latest post: November 07, 2009 at 07:07AM by SHC-StephenC
Displaying all 10 posts
posted on November 05, 2009 at 04:50PM
 

The probe is a part that is supposed to be installed at the factory. You don't mention the model number, so it's hard to know who the manufacturer was, but the manufacturer is responsible for quality assurance in the manufacturing process. Sears is a retailer, not a manufacturer. And, quality control processes at manufacturers involve spot checks and batch checks, but not an examination of every single unit at every single stage of the manufacturing process. Such errors are extremely rare, but I'm sure you'd agree that it's not impossible for a mass-produced product to be defective.

Also, remember that parts that are kept on the truck are marked up because it's expensive to outfit a truck with replacement parts. That's why parts that are ordered are cheaper than off the truck, and that's why buying the parts to make a product is more expensive than buying a fully assembled product.

And, finally, refrigerator service is the most costly service that technicians perform. Your visit by the technician likely would have cost around $200. Now you've got a year of coverage for a net price (subtracting the value of the repair visit) of $70. Not a bad deal, considering the repair was done quickly.

posted on November 05, 2009 at 05:33PM
 

in b4 sears cares

posted on November 05, 2009 at 06:58PM
 

Sears sucks that is why

posted on November 05, 2009 at 08:30PM
 

So, the machine was quickly fixed, with a part "off of the truck" and this makes you mad?

What if the problem was one of those nagging, intermittent deals, that required numerous visits, a range of parts, that had to be mailed out?

Another poster was upset when a fuse was replaced on their dishwasher and it was immediately back in service.

This sounds like excellent Customer service and should be more appreciated, than it seems to be receiving.

I do agree, most problems should never have happened and Murphy is a ****.

But, a quick/complete fix should be celebrated.

posted on November 06, 2009 at 12:17AM
 

Sears does not design or engineer any products The Kenmore product line is made for Sears by the leading appliance manufacturers and branded with the Kenmore name. Sears does not manufacture any products themselves. you should point your frustration back to the manufacturer of the product refer to this chart to help identify the manufacture appliance 411 . com as far as the "heat probe" this is an universal aftermarket part designed to be attached to the heating element & then dangled into the evaporator drain to help with reoccurring drain hole freezing in the old days techs would use a piece of a coat hanger to do the same thing. You wrote . I asked him why the refrigerator did not come with the "heat probe" installed since we bought the refrigerator "NEW" and there is clearly a place for the "heat probe" to be installed. the fact is that these aftermarket "heat probes" are not sold on any refrigerators if you really want proof go to sears.com navigate to the parts screen & type in your model # you will find a complete list of all parts sold on your unit go through each page & look for the "heat probe" you wont find it. Unfortunately drain freezing is a very common problem on a variety of refrigerators, the heat probe is a quick fix & in my opinion should be engineered into every model.. once you find out who the manufacturer is send them a letter detailing your problem

posted on November 06, 2009 at 12:22AM
 
http://www.appliance411.com/purchase/sears.shtml#
posted on November 06, 2009 at 03:47AM
 

And, there's already a place to install the aftermarket part?

That is FANTASTIC!

That's like the Craftsman tractors having a place to install the optional, front bumpers...

Or, the place on the fender where the Surry can be installed.

Or, the electrical power take-off connector under the riding tractor's hood for electrical front-end accessories.

Well thought out provision for accessories, just another Sears background service.

posted on November 06, 2009 at 05:41AM
 

Just FYI, the heat probe is not a factory installed part. The reasoning behind this isn't clear to me. The manufacturer claims it is only needed in high humidity areas, but wouldn't it save a lot of frustration and service calls if they simply included this probe during production? I agree with SHC-Garret-V on this one. Next time I see a "field engineer", I will make a point of this...

posted on November 06, 2009 at 10:25AM
 

That will add to the cost of EVERYONE fridge, whether the add-on part is needed or not.

But, if that makes more Customers happy (satisfied) than Customers wanting a little... more discount, let's GO FOR IT!

posted on November 07, 2009 at 07:07AM
 
In response to AdamO's post from November 06 2009 10:25AM
AdamO said…

That will add to the cost of EVERYONE fridge, whether the add-on part is needed or not.

The heat probe in question is a 4" to 6" strip of Aluminum that wraps around the defrost heater and then is inserted into the defrost drain. Many models from different manufacturers do include this, or a comparable probe, during production.

I simply wish that it had been included on this model...

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