Debbie sent a message to Edward Lampert – Chairman and CEO of Sears Holdings – Email Address that said:
Hello Mr. Lampert:
I am writing this because I received no respond from Mr. Lewis and I am hoping to hear from you.
I am writing you concerning my Kenmore Elite Double Oven Convection Stove that I purchased in 2010. I saved for over a year to purchase this stove which was the stove I had always wanted. At a time when I was on a transplant list $1,711.89 was a large amount to come up with but I did.
The stove was exactly what I wanted. I went on to purchase a Kenmore Elite Frig and was given a Kenmore Elite Microwave Convection Oven for Christmas. It turns out that this stove is one of my worse nightmares. Several months ago I opened the oven door and flames shot out across the room. Fortunately no damage. On January 1 of this year I opened the oven door and flames shot out across the room and also caught my hair on fire as well as some facial burns. Fortunately I was quick enough to avoid severe burns or any other damage.
I understand from reading online that some of the Kenmore Elites were recalled for lacerations’ and others for some type of fire hazard. I phoned the local Sears in Elizabethtown where the stove was purchased and they transferred the call to the service department who transferred to call to someone else who transferred to call to a lady who basically told me to get a lawyer and sue. This I DON’t understand. She said nothing could be done. She would be happy to send someone out at a substance cost. REALLY. What kind of a customer service representative does that. I know I can always get that kind of treatment at Walmart but Sears. I have always had Sears Appliances and they have always lasted longer that 6 years. One for over 20 years. Not only has the oven shot out flames twice but 2 of the grates on the top of the stove has broke.
As a transplant patient I need to prepare my own meals to avoid any type of rejection. So doing without a stove is very difficult. Obviously with medications running around $5,000.00 a month it is not going to be easy for me to come up with the money to replace the stove. I am sure that if you look up my file you will find out who it was that told me to sue. She pulled up my file from my phone #. I understand that the stove is out of warranty but my question was what could I do to possibly correct the problem. I guess I was hoping that Sears would send out a service man at the expense of the company to review the stove. I certainly was not expecting her to tell me to get a lawyer and sue.
As I sit here typing this email in tears not knowing what I am going to do from here. I just feel like you should be aware that lawsuits are not always the answer. Maybe she could use some training.
Regardless, I want to thank you for your time in reading this email. I do appreciate it.
She looked up my file with my phone #. I spoke to her between 2:30 and 3:00. I can not remember her name and did not have a pen to write anything down with.
Thanks again for your time.
Sincerely,
Debbie
