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Old 04-07-2008, 01:51 PM   #11
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The one that was on my dryer was blue. After a while, it had started to peel off at the corners, so I just took the rest of it off. Supposed to be protection material during S&H.
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Old 04-07-2008, 01:57 PM   #12
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Good point FM...I've seen the protective film on the washers and dryers by Kenmore...It's supposed to be removed by the consumer after installation. I've never looked at their stove products, but it could be the same thing. If not....I agree with everyone else...manufacturing defect..that they should correct. However; workmanship defects are usually covered for only one year...PratsA..I would pitch a fit!!!
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Old 04-07-2008, 01:58 PM   #13
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You might check near and edge or perhaps under a knob to see if this is a film that can be peeled off, PratsA. I wouldn't try near the burned area because if it was, it would be pretty burnt on by now and hard to see if there is an edge you can peel. And if it's not, this is definitely a defective design and you won't have been the first this has happened to.
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Old 04-07-2008, 04:21 PM   #14
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These comments are great, thanks! All good for some moral support when I talk to them to get them to fix it for me. Hopefully they'll be one of the nice companies that likes to have happy customers and good PR, but I try to hope for the best and prepare for the worst...

The protective film idea is interesting, but this is definitely not a film, as it's peeling off down to the steel. I just keep coming back to the idea that the paint used on an item that will be exposed to high temperature, ought not be damaged by high temperature. Pretty simple....
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Old 04-07-2008, 04:26 PM   #15
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True - and I'd also want to be sure that something electrical isn't wrong causing unnecessarily high heat in that area - that's my biggest concern for you and your safety.

Good luck and do let us know what happens.
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Old 04-10-2008, 03:13 PM   #16
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Quote:
Originally Posted by PratsA View Post
I finally called sears, who directed me to call another part of sears, who directed me to call kenmore, who directed me to call another part of kenmore, who scheduled a service visit and said they'd call me back to discuss whether or not I should pay for this.
I'd LOVE to have that discussion with them! By the time I was finished, they'd be begging me to accept not only the cost of the repair/replacement, but also additional compensation for their poor workmanship and for their telephone reps being asshats enough to think there would even be any discussion as to who would be paying for this service call.

Having moved recently, it seemed everyone wanted to take advantage of me. Trying to take my patronage for granted cost Dish TV 3 months of service, 6 months of HBO and Starz, and the cost of 3 free months of Cinemax (I told them I hardly ever watched the movie channels I already had, so I didn't need free Cinemax), free fer nuthin. It also cost Verizon three months free DSL service, and it cost AT&T two new cell phones. If Caine ain't happy, ain't NOBODY gonna be happy!
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Old 04-10-2008, 05:06 PM   #17
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So, instead of calling me back "within 24 hours," I called them today (three days later). The customer service guy I spoke to was polite, and either very smart and/or well-trained. He never tries to deny my charge that the part is defective, just keeps saying that the range has a 1-year warranty, and I bought it in 2006.

I didn't really get anywhere with him. The current best offer is for a service call where a technician comes to diagnose the problem and quote a repair cost, for which I pay $69. During that visit, the tech will call his manager who can decide what sort of deal they could do for me. Should that manager decide they don't want to make any deal, and I decline to pay for the repair/replacement myself, they'll graciously give me a $69 voucher towards a purchase of a new stove at Sears.

Needless to say, that's not very good. I'm not sure what my next step should be, aside from canceling the scheduled visit for next monday....
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Old 04-11-2008, 03:14 PM   #18
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U.S. Consumer Product Safety Commission

Be sure to send copies of any forms you fill out on this site to Sears and Kenmore.
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Old 04-14-2008, 11:35 AM   #19
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So, the Sears technician arrived today. When he saw the range, the first thing he said was "That's not right!" He immediately thought that the problem was a defective paint job. However, neither his tech manager nor the technician support line was willing/able to do anything to take care of it. I ended up with a quote of $135 for the part, another $135 for labor, and $69 out of my pocket today for the 15 minute visit.

I then spent the next half-hour on various phone calls until I reached the Sears Product Recalls line. I wanted to speak to the manufacturer, but even Sears doesn't know who actually built a particular Kenmore model; it could be GE, could be Whirlpool, could be someone else. The product recall person also suggested I write to the safety commission. If there's a recall, then they could help me, but recalls don't get issued unless someone actually goes and complains. So, here I go.

In the short run, I'm going to go to Home Depot and buy some high temperature paint, and hope that it's a close-enough shade of white.
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