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Our 5 year old Kenmore Elite Electric Range (model 790.9911) caught fire last night and we were very fortunate to have been in the room.
I turned on one burner to heat water and turned the (convection) oven on to warm some food.
Within 2 minutes, we heard an electrical crackling buzzing sound instead of the convection oven fan noise. I immediately tried to turn off the oven and black smoke began pouring out of the back of the oven and the stove would not turn off. Within seconds, flames were shooting out of the back of the oven where the vent grill is. My husband ran to turn off the main power in the house. Fortunately the flames extinguished themselves before catching fire to the cabinets.
The fire department examined the stove and outlets and said all looked to be in order - that it was clearly an electrical fire within the stove.
The electronics of this stove were funky from the start -- the clock never worked properly, speeding up in time whenever the oven was in use. While we lived with this quirk on a $1200+ stove, we did NOT expect it to start shooting flames!
Dear Bad Range:
My name is Susan and I am part of the Sears Social Media Team. I am very concerned about what I have read here. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please send an email to smsupport@searshc.com with your contact phone number and any other information you would like to provide to us regarding this situation. We will get that information over to a Case Manager who will contact you so that you (and others) won't have to continue to be impacted by this. Also, please provide the screen name (bad range) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
Dear Cheryl29:
We are sorry to hear about the problems that you are experiencing with your Kenmore 790 Series Range . We can only imagine the frustration this has caused you and your family. It is our goal to get your keep your range in working order and to exceed your expectations. This clearly has not been done for you and we would appreciate the opportunity to assist. My name is Susan and I work for the Sears Cares Team. At your convenience, please send an email to smsupport@searshc.com with your contact phone number and any other information you would like to provide to us regarding this situation. We will get that information over to a Case Manager who will contact you so that you (and others) won't have to continue to be impacted by this. Also, please provide the screen name (Cheryl29) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Susan R.
Senior Case Manager
Sears Social Media Support
My name is Stephanie L. and I am with the Sears Social Media Escalations team. We regret to hear that your stove has caught on fire; we understand that this can cause great concern. We are very sorry to hear that through a number of calls into our customer service you were unable to find a proper solution. We do value you as a Sears customer and would like to further assist at this time. At your convenience please contact our office via email at smadvisor@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number your stove was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name “V7757 ” you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Stephanie L.
Social Media Moderator
Sears Social Media Support
My name is Tony and I am with the Sears Social Media Escalations team at the executive office. I would like to first express my sincerest apologies that this has happened to you. I can only imagine fear and frustration that you must have been feeling when you saw this. If this had happened to me, I too would want some answers about what is being done.
We at Sears value your business more than words can express and we would appreciate the opportunity to speak with you about this experience. We would like to have one of our dedicated case managers reach out to you and be your one point of contact within Sears to ensure that this matter is handled in an expeditious and professional manner.
At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number that the item is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Tmac321) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Tony T.
Social Media Moderator
Sears Social Media Support
Hazardous oven
My name is Liz with Sears Social Media Support Team; I found your post here and I want to apologize for all the difficulty you’ve had with your oven. We value your business very much and would like to help you. We understand the importance of having a working appliance in the home and to exceed you expectation with our service. It’s clear that we did not meet your expectations with repair of your oven and our customer service. At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number that refrigerator was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Hazardous oven) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Moderator
Social Media Media Support
traildend,
I came across your post today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Social Media Support Team. I am very sorry to hear of the troubles you are experiencing with your oven. In addition, I understand how frustrating it is to have the control panel shorten out and buzz. I would like to have one of our dedicated case managers speak with you to further discuss your recent experience. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the oven is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (traildend) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Moderator
Social Media Support
djt2005
I am Liz and I am a member of the Sears Social Media Support Team. I saw your comment here and I wanted to reach out and apologize on behalf of Sears for the difficulties that have occurred with your range. From your post, I can see how frustrating is to have your range malfunction on Christmas morning. We would like to contact you and further discuss your recent experience and see if there is anything we can do to make this right. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide a contact phone number and the phone number the range was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (djt2005) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
My name is Dee with the Searscares Team. I would like to offer our sincere apologies for the problems you have encountered with your Kenmore stove and we would like to help you address your concerns.
At your convenience please contact our office via email at SMAdvisor@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the dryer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Brivers) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Dee M
Social Media Moderator
Sears Social Media Support
Dp-callahan, we are sorry for any distress and inconvenience you have encountered with your oven. My name is Liz and I’m with the Sears Cares Social Media Support team. At Sears, we pride ourselves on making sure our valued customers are satisfied with our products and services and it appears we have not met that goal here. From your post I can see that this has been a source of great frustration for you and we would like to assist. We would like the opportunity to have one of our dedicated case managers contact you in order to ensure a proper resolution to your continued concerns. Please send the following information-contact#, screen name (bp-callahan) and the phone # used at time of purchase to smadvisor@searshc.com. Thank you, Liz R. Social Media Moderator Sears Social Media Support
Dear Mk Sutherland,
My name is Liz and I am part of the Sears Social Media Escalations team. We are truly sorry to hear that your stove is giving you problems. Here at Sears, we understand how important a working stove is to your household, and we would like to provide you with some options that may assist in correcting the problems you are experiencing. At your earliest convenience please send the following information – contact #, screen name (Mk Sutherland), phone # used at time of purchase to smadvisor@searshc.com.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
Concerned cooker,
My name is Liz and I am with the Sears Cares escalations team. We are terribly sorry for the mishaps you have been experienced with your range. From your post we can see that we certainly have let you down and would like to offer some assistance. We would like the opportunity to speak with you to address your concerns. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that you have been assigned to reference your post (Concerned cooker), to smadvisor@searshc.com. We look forward to speaking with you.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
Concerned in Pittsburgh,
We apologize for failing to meet your expectations of your stove. My name is Liz and I am a member of the Sears Social Media Support team. I saw your post and wanted to offer our assistance. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss your situation. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the stove was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Concerned in Pittsburgh) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
Nervous to Cook,
I saw your comment today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Cares Escalations team. We are sorry for the troubles you have encountered with your stove. We can truly understand your frustrations with what has occurred. We would appreciate the opportunity to discuss your experience and address your concerns. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that I have assigned to reference your post (Nervous to Cook), to smadvisor@searshc.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.
Thank you,
Liz R
Social Media Moderator
Sears Social Media Support
JLegowik,
My name is David with the Sears Social Media Support team. I came across this post and wanted to reach out to you. We’re sorry troubles experienced with your range and would be happy to have a case manager discuss this with you and assist you in addressing any other concerns you may have. At your convenience, please contact my office via email at smadvisor@searshc.com. In the email, please provide a contact phone number and the phone number the range was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (JLegowik) you used to post on this site, for reference to your issue. We look forward to talking to you soon.
David W.
Social Media Moderator
Sears Social Media Support
Hfws115,
My name is Liz and I am a member of the Sears Cares Escalations team. We appreciate you taking to the time to let us know about your oven. We are sorry for the mishaps you have encountered with your appliance. We would be happy to have a case manager to contact and discuss your concerns. Please send the following information – contact #, screen name (hfws115), phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
We thank you for bringing this matter to our attention. My name is Liz and I am a member of the Sears Cares Escalations team. We certainly can see why you are so frustrated and upset over what has occurred with your oven. We would be happy to connect you with one of our dedicated case managers to contact you and address your concerns. Please send the following information – contact #, screen name (Penny H.), phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
Resolved
The complaint has been investigated and resolved to the customer's satisfaction.
My issue is related to Kenmore Elite Microwave. We bought the top of the line microwave for our $50, 000 new kitchen with all Kenmore Elite appliances.
It is advertised as a "stainless steel" microwave. It is now just 3 years old and the handle is all blistered and peeling. I have actually cut my fingers on the sharp edges where it is peeling...the handle is made of plastic with a coating of some sort of covering that is made to look like stainless steel! It is such as eyesore! I see online that this is a well known issue...hundreds of complaints but Sears will not do anything. repair wanted $249 just to come and look at it! Unreal! I used to love Kenmore but no more...and Sears...I can see why is its slowly drowning.
M
M
M. Dent
US
1 comments
M. Dent
of US
Jun 09, 20168:08 am EDT
My oven was not in use yet the glass door exploded all over my kitchen floor and I don't know why. It was dangerous. I have shattered, jagged glass all over the place!
R
R
rickij
US
1 comments
rickij
of US
Oct 15, 20162:20 pm EDT
I have a kenmore elite 790.[protected] serial number: vf82644058 purchased [protected]
There was some smoke and a buzz when my wife turned in on last week. I pulled off back metal panel. The circuit board is smoke. It kinda worked this week. I turned it on today (the oven part) and more smoke and a buzz. Now I am getting a f-15 error.
rjj 1 5 @ Y a hoo.com
J
J
James LaBarre
US
2 comments
James LaBarre
of US
Dec 18, 20164:22 pm EST
We have a model 790.[protected] Kenmore range (the 790 number meaning it was manufactured by Electrolux/Frigidaire). The clock went bad early on (still within warranty) and Saers replaced the control unit (which contains the clock as well as the stove controls). Fortunately I saved the old control unit, because shortly after the warranty expired the control board went crazy, very loudly beeping and flashing all the lights on the stove. I swapped in the old control unit (which worked except for the clock).
One night I'm standing by the stove, hear a crackling sound behind the stove and see a wisp of smoke coming out of it. I ut off the power immediately (already had one house fire here, never want to see another). I took off the back panel to see where the smoke came from. Found one connector to the control unit had burned out, the plastic had melted and the contacts had fused themselves to the control unit. So I tried to order a new control and harness. Control unit arrives no problem, but the harness is not the main harness, but is some logic cable (and it took extra time to get that, being backordered. Eventually determined the right part number, ordered that, yet Electrolux is playing a game of EVERY WEEK wilfully delaying the part availability by ANOTHER week. This is an intentional move on their part to force people to buy new units. Well, it can be certain we will NEVER buy another Electrolux/Frigidaire product, and will probably avoid Sears/Kenmore as well.
J
J
Jodi Muroff Goulding
US
1 comments
Jodi Muroff Goulding
of US
Jan 19, 20176:00 am EST
I almost lost my home last night, while cooking on my 2015 sears elite kenmore my husband heard buzzing sounds then a cracking noise then flames started shooting out from behind the stove. I am handicapped, the house was full of smoke, i have 7 cats, we all inhaled this ####, hubby got fire out with extinguisher tons of firemen and police here now i go on this page and see SO many people had the same issue. I am TIRED of being on hold with Sears. I think they need to help me here or i am going to just go right to the news. i am sure they dont care since they are going out of business but trust me they will be getting some more EXTREMLY bad news press of someone does not contact me ASAP about this. I do NOT want to even think of plugging this stove back into my wall, and now the whole box got all burned up. i have all sears [roducts i am not HAPPY that when i have an issue its impossible to reach you people. my house SMELLS like burning wires and i this is from the stove !sunset7132@aol.com
K
K
Kenmore POP
US
1 comments
Kenmore POP
of US
May 25, 20188:45 pm EDT
[protected] Kenmore Elite dual fuel gas/electric range with convection oven. Purchsed in 2005, this oven in 2018 has had 2 main problems:
1. the front left burner has been turned off yet the propane gas leaks through and almost killed my entire family. It happend just before bed time.
2. Today the oven made a loud POP! and then flames shot out and up the back . The display flickered and then our circuit breaker shutoff the oven.
I see from other posts that this is a common problem and feel fortunate to not have died from these events.
K
K
K Barnett
Salt Lake City, US
1 comments
K Barnett
of Salt Lake City, US
May 27, 202312:23 pm EDT
Our Kenmore Elite caught fire while I was heating up the over. It popped behind the control panel, flames came up behind the control panel, more popping, deep black smoke came fast, more flames. I couldnt get the stove to turn off. My husband braved to pull out the range and pull out the power cord. The range locked itself and my broiler pan was inside. We couldnt get it out. Repairmen would not attempt repair. Had to get a new range. We are so glad we were in the room. It would have/could have been a much different outcome.
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Replied
My issue is related to Kenmore Elite Microwave. We bought the top of the line microwave for our $50, 000 new kitchen with all Kenmore Elite appliances.
It is advertised as a "stainless steel" microwave. It is now just 3 years old and the handle is all blistered and peeling. I have actually cut my fingers on the sharp edges where it is peeling...the handle is made of plastic with a coating of some sort of covering that is made to look like stainless steel! It is such as eyesore! I see online that this is a well known issue...hundreds of complaints but Sears will not do anything. repair wanted $249 just to come and look at it! Unreal! I used to love Kenmore but no more...and Sears...I can see why is its slowly drowning.
My oven was not in use yet the glass door exploded all over my kitchen floor and I don't know why. It was dangerous. I have shattered, jagged glass all over the place!
I have a kenmore elite 790.[protected] serial number: vf82644058 purchased [protected]
There was some smoke and a buzz when my wife turned in on last week. I pulled off back metal panel. The circuit board is smoke. It kinda worked this week. I turned it on today (the oven part) and more smoke and a buzz. Now I am getting a f-15 error.
rjj 1 5 @ Y a hoo.com
We have a model 790.[protected] Kenmore range (the 790 number meaning it was manufactured by Electrolux/Frigidaire). The clock went bad early on (still within warranty) and Saers replaced the control unit (which contains the clock as well as the stove controls). Fortunately I saved the old control unit, because shortly after the warranty expired the control board went crazy, very loudly beeping and flashing all the lights on the stove. I swapped in the old control unit (which worked except for the clock).
One night I'm standing by the stove, hear a crackling sound behind the stove and see a wisp of smoke coming out of it. I ut off the power immediately (already had one house fire here, never want to see another). I took off the back panel to see where the smoke came from. Found one connector to the control unit had burned out, the plastic had melted and the contacts had fused themselves to the control unit. So I tried to order a new control and harness. Control unit arrives no problem, but the harness is not the main harness, but is some logic cable (and it took extra time to get that, being backordered. Eventually determined the right part number, ordered that, yet Electrolux is playing a game of EVERY WEEK wilfully delaying the part availability by ANOTHER week. This is an intentional move on their part to force people to buy new units. Well, it can be certain we will NEVER buy another Electrolux/Frigidaire product, and will probably avoid Sears/Kenmore as well.
I almost lost my home last night, while cooking on my 2015 sears elite kenmore my husband heard buzzing sounds then a cracking noise then flames started shooting out from behind the stove. I am handicapped, the house was full of smoke, i have 7 cats, we all inhaled this ####, hubby got fire out with extinguisher tons of firemen and police here now i go on this page and see SO many people had the same issue. I am TIRED of being on hold with Sears. I think they need to help me here or i am going to just go right to the news. i am sure they dont care since they are going out of business but trust me they will be getting some more EXTREMLY bad news press of someone does not contact me ASAP about this. I do NOT want to even think of plugging this stove back into my wall, and now the whole box got all burned up. i have all sears [roducts i am not HAPPY that when i have an issue its impossible to reach you people. my house SMELLS like burning wires and i this is from the stove !sunset7132@aol.com
[protected] Kenmore Elite dual fuel gas/electric range with convection oven. Purchsed in 2005, this oven in 2018 has had 2 main problems:
1. the front left burner has been turned off yet the propane gas leaks through and almost killed my entire family. It happend just before bed time.
2. Today the oven made a loud POP! and then flames shot out and up the back . The display flickered and then our circuit breaker shutoff the oven.
I see from other posts that this is a common problem and feel fortunate to not have died from these events.
Our Kenmore Elite caught fire while I was heating up the over. It popped behind the control panel, flames came up behind the control panel, more popping, deep black smoke came fast, more flames. I couldnt get the stove to turn off. My husband braved to pull out the range and pull out the power cord. The range locked itself and my broiler pan was inside. We couldnt get it out. Repairmen would not attempt repair. Had to get a new range. We are so glad we were in the room. It would have/could have been a much different outcome.