Overall this has gone poorly. The fridge/freezer has stopped cooling after only 8 months. I called last Friday and spoke to their customer service desk that handles the warranty. They told me all warranty issues have to be approved by a manager and then told me that I would get a call back the next day. At the end of the call, it was reiterated that I would ""definitely"" get a call back tomorrow. I did not get a call back on Saturday, so I called back on Monday. I was told that they needed to check into it and they would give me a call back, no call back Monday so I called back on Tuesday morning about 9:00am and spoke to Clark. Clark told me they were going to replace the unit and he needed to check with the warehouse and find a comparable unit and would call me back in a half hour. An hour later I had not received a call back and called back. My call went to voicemail so I left a message with my information. No one called me back by about 3pm that afternoon, so I called them again. My call was picked up and then disconnected twice in a row, maybe they recognized my number on caller ID?The third call was answered and I explained my issue yet again and I asked to speak to Clark. The call was put on hold and after 10 minutes, I gave up and hung up. I did not have time to call on Wednesday nor did I get a call. I called again on Thursday at lunch time and spoke to Christina. She told me that Clark was not available, but she would go check his desk to see what was happening with my warranty, this gave me some measure of hope. After a little while on hold Christina informed me that my order was with the inventory manager and that he would look for a comparable unit in the warehouse and if they did not have one they would have to start looking around at the stores. I asked how long that would take and she said an hour for the inventory manager to determine if they had a unit in stock for me. She told me she would call me and let me know when she found out. Thursday evening I had not received a call back. Not once. I sent an email to them stating I would be posting a review on Angie?s List, BBB, Yelp, and wherever else I could. Two days later they called and scheduled the delivery for the following Monday 9/27.
I received my replacement Kenmore refrigerator on September 27th.
Unfortunately, it is broken and freezes everything in the fridge. I though maybe it was set to high, and so I lowered the setting on the fridge and gave it 24 hours to adjust. That did not work, so I lowered the setting on the freezer as well and gave it another 24 hours. That did not work either. On Monday, I called and spoke with Stephanie at about 9:30am. She said that she would call me back within a half hour. By 4:30pm I had not recieved a call and called back. I spoke with Clark and he said that he would look into getting something done and call me back by 10:30am Tuesday. It is now Wednesday night and I have not received a call back.