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Kenmore Power Miser 12, 75 gallon...
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dec54’s Review
dec54
Salt Lake City, Utah
Salt Lake City, Utah
Customer Service Issues
DEC
24
2007
Kenmore Power Miser 12, 75 gallon Natural Gas Water Heater —
I purchased the reviewed water heater about 3 days ago. Had it installed by the independent installer referred by Sears. It seems to do a fine job heating water when the pilot light works. The pilot light fails at random times, necessitating early morning lightings to assure warm morning showers, as well as relightings during the day. It took two days for me to figure out that there was a problem. That process involves having cold showers, relighting the pilot light, and then having some more cold showers at random times. I have spent 3 hours today trying to contact someone at the Sears national repair center to schedule a repair appointment. I started early enough to catch them during what I understood to be their hours. I was surprised that the 24 hour sales line couldn't help with the follow up service problem. I experienced a number of extended periods waiting on hold, and three disconnects in the middle of conversations, where the person I was talking to had my number, and never called back after the disconnect. The first of these occurred after I'd given her enough information that she had the computer record of the purchase available, and was reading it back to me. I've had people give me numbers for departments that are closed, transfer me after long holds to other lines for more long holds, and then hang up on me. In frustration, I called the installer directly. He did respond, and connected me to a nice person who was unable to schedule a repair appointment, or do more than give me the national center number. He told me that they were not yet closed, but were closed by the time I got done holding for them again. I have a house full of guests for the holiday, and no repair appointment scheduled. The installer says he cannot help without authorization from Sears, that if he touches the water heater without authorization, the warranty will be voided. The sales folks at the store who sold me the water heater were similarly unable to make a connection with anyone who could schedule a repair appointment. This is a critical appliance, and I think Sears could do a lot better with back up on these kinds of problems. I am facing the probability that I will be manually relighting the pilot light through Christmas Eve and Christmas. I know that the plumber from whom I got a competing bid would have backed his work up, and has 24 hr service. I have been told my best chance would be to get up at 4:00 am and call the national repair center. I am not happy with the available alternatives.
Kenmore Power Miser 12, 75 gallon Natural Gas Water Heater is not recommended by dec54
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