Appliances Discussions

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.

in b4 sears cares

Sears sucks that is why

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.

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

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.

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...

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!

AdamO said…

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

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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...