Letter to Kenmore on FB Wrote:OK Jillian, here is your email correspondence and I’ll be copying and pasting this via PM on Facebook as well.
This is absolutely insane.

Grill model#: 148.23683310
serial#: RBT0032634

I have a grill I purchased on 8/17/2014 that started to rust sometime during the last week of September - first week of October.
I went to the local store where I bought the grill and the fool on the floor told me that my [covered] pool did this. He also told me to scrub the stainless with steel wool and then use CAR WAX to protect it. Seriously? That’s a sure way to destroy it in full! Of course I ignored him.

I went home and called Sears and started the process of insanity only to go nowhere.
The parts that are rusting are the STAINLESS STEEL HOOD, COUNTERS and HOOD HANDLE, along with EVERY screw used to assemble it which in turn is making the parts they are against that are not rusting start to rust.

I started with Sears Customer Service.
They told me to call Kenmore customer service.
They told me that there is a recall on the grill and I need to call Kenmore Recall Customer Service.

They make an appointment for someone to come to my house to install the recalled firebox because I am “not allowed for safety reasons to install this myself”. Ok fine. They send me not one, but TWO fireboxes.
They also managed to arrange 3, that’s right THREE appointments. One with the wrong phone number attached to it.

So the technician comes on 1/29/2015 and has a look.
He says the fireboxes they sent are not the right ones AND that my grill is NOT on the recall list and my firebox is fine.
FYI - his service order has two different dates he input in there.
He also told me to my face that the grill should not be rusting like it is but Sears will tell me that this is a cosmetic issue and nothing will be done about it. So far he’s right.

So he leaves.
the next day on 10/30/2015 I call the Kenmore Recall Customer service AGAIN and I speak with someone named Anna. I’m taking names now - and they tell me that I’m wrong because the technician will be here on Monday, 11/2. OH. MY. GOD. really?
She also told me I need to call Protection Agreements Benefits Administration.

I call them. I speak with a man named Ray and he said this is the wrong department. I’m then directed to call Customer Solutions because they deal with items in and out of warranty. FYI - I am now full circle as this is where I started this journey of insanity. Ray also told me that Sears knows this is an issue and that I should ALWAYS buy the extended warranty so I don’t have to worry in the future.

So far I can tell you there will be no future because of this runaround here and on social media.

I speak with a woman named Dolores who informs me that there is absolutely nothing that can be done and it’s NORMAL for stainless steel to rust.
I assure you it is NOT normal for stainless steel to rust.

Now, This is where I turned to social media because I got good results with Keurig when my 3 year old brewer died. They sent me a brand new one without all this nonsense and when they asked for my phone number, they called me instead of waiting a day and then said they can’t call without my address and then say they can’t call because it’s on social media.

FYI - I am keeping a record of all conversations that have been going on because this is just so ridiculous that no one would believe me that this is true.

Now you need to know that I have been on my own since 1978 and have been buying my own appliances since then. Nothing but Kenmore and I NEVER had to purchase the extended warranty because Kenmore never gave me such a problem. Also Kenmore has been top notch in customer service. Now I realize it’s out of warranty at this point, but considering that Sears and the phone support has not kept proper records, and they managed to delay me long enough that it makes me look like an ass looking for a freebie, I still think this is worth consideration.

I think someone who has been a loyal Kenmore buyer deserves a little “leeway” regarding the warranty considering that STAINLESS STEEL DOES NOT RUST. At least not in my universe. I researched this grill and did my homework. It’s junk as it is now. When the cover comes off there’s always a little more rust. You really think that’s normal? By the time the spring rolls around this grill will be too scuzzy to even cook on. OH and the stainless steel cooking grates are just awful too! I should be able to wipe them down with a little detergent after using the grill and I was for about 3-4 months, but then suddenly I can’t clean that thing without using caustic chemicals (which are really bad for stainless) and scouring like a maniac. My hands and fingernails are destroyed due to this.

So? What can we do here? Please don’t tell me I’m out of luck.

Joan Walker

cc: to myself