On September 4, 2012, we purchased a Kenmore Elite model 72063 31 CuFt ‘Grab-N-Go’ French door refrigerator from Sears in Westminster, CA. We paid $2968.50. This is an LG-manufactured refrigerator, with their now-infamous Linear compressor. It is equivalent to the LG model LFX31945ST.
One of the selling points for this refrigerator was the 10 year warranty on the compressor. To quote from the hardcopy ‘Use and Care’ manual that was shipped in the refrigerator: “For ten years from the date of purchase, a defective compressor will be repaired free of charge.” The only exclusions are for units “used for other than private household purposes“. Since it took up residence in our house on September 5, 2012, it has never left the premises.
On April 17, 2019, we noticed water dripping from the ice/water dispenser. Soon followed, the realization that our refrigerator had turned into a Dead Parrot. Since the sealed system was now out of warranty, the system was diagnosed to have a failed compressor, before calling Sears. The symptoms confirmed that this compressor exhibited the most common failure mode of the LG Linear Compressors, which is a broken internal reed valve. The system was also confirmed to still have an adequate refrigerant charge.
So, armed with this knowledge, on April 25, 2019, we called the Sears Warranty Service phone number, to arrange to have the Parr… err.. Refrigerator revived. This call did not go well, nor did the next three.
We were told that, contrary to what was printed in the ‘Use and Care’ guide that came with our refrigerator, that, after the first year, labor was not covered by their 10 year “repaired free of charge” compressor warranty. The ‘Supervisor’ confirmed this, and would not budge, no matter the printed evidence to the contrary. But… they weren’t done screwing us yet.
Later that day, an “Authorized Repair Person” arrived at our door. I explained our situation to him, and showed him the statement in the ‘Use and Care’ guide. We were then informed that, not only would he not repair our compressor free of charge, he would not even touch it, unless we authorized him to “REPLACE THE ENTIRE SEALED SYSTEM” (his words). Apparently Sears Authorized Repair Persons are incapable of problem diagnosis, and are only trained how to replace parts. We declined to have them perform this most invasive service. But… you guessed it, they STILL were not done screwing us.
On the last call to the Sears Warranty Service phone number, we informed them what the Authorized Repair Person had told us, and inquired how we should go about getting our replacement compressor, so we could get the repairs done by someone other than the Sears Authorized Repair Person. We were told that, if we did not use THEIR Authorized Repair service, they would not honor even the parts portion of their “repaired free of charge” warranty!
So, if ANYONE thinks Sears does NOT deserve to go out of business, I suggest psychiatric treatment may be warranted.