How do I get a 6-month old part order problem resolved? I have spoken to PartsDirect, Parts and Service, Sears Research, and more recently Customer Solutions. I was rpeatedly sent the incoorect part and returned it each time until Sears Research (reference number 239507) advised me the “wrong” part was a substitute for the original. I took photographs of my original part and the substituted part to show the very big differences and why I could not install the substituted part. I was told I needed an “installation kit,” which i must purchase. I should not have to purchase another part to make a substituted part fit my refrigerator. If Sears changed the design of a part, they should provide the “installation kit” or adapter part with the newly-designed part. My emails have gone unanswered since shortly after March 6. The Parts Department (to whom I was handed-off by Customer Solutions) gave me a part number for the “installation kit” that turns out to be the entire base unit. The Sears PartsDirect website illustration still shows my original lower cover and part number with no note about substitution or installation kit, nor is such a kit shown or listed. Can someone please resolve this matter? Do I need an installation kit? What does it consist of? Does it come with instructions? Finally, I want someone at Sears to acknowledge that I should not have to pay for a kit to make the newly designed part fit where the original part did. I have not modified my refrigerator. I have not asked for a special or custom part — I merely want the lower cover replaced. What happens if next month a part to my Kenmore range fails and the replacement part has been redesigned by Sears to the point that a special “installation kit” is needed to make it fit where the original part once did. This could become a whole new revenue stream for Sears: redesign parts that require the purchase of an additional part to make it fit. I hope this explains my reasoning behind not believing I should have to pay for something to make a different part fit my appliance.
I have dates, notes, and correspondence for this matter. I have been unable to get anyone to help at any of the telephone and website locations I’ve tried thus far.