my crappy water heater

To begin with Anthony, you really need to write a letter properly if
you want the intended reader to take you seriously. This is a huge
pet peeve of mine, but I'm sure you'll find a lot of people also
believe this. You're trying to represent yourself in a certain way to
the intended reader. When you don't capitalize correctly throughout
your letter, you're unintentionally telling the reader something about
yourself; kind of like going into a job interview with shabby
clothing.

Secondly, I can appreciate the fact that no one buys a water heater
thinking they'll be putting more money out within a couple of years.
However, at the time of purchase, you bought a product with a warranty
that gave you a backing of parts for a certain length of time and
labor for a different length of time. It sounds like Kenmore, not
Sears, gave you a one-year warranty on the parts and labor with an
additional warranty, at least, on the thermostat for parts alone.
Yes, Kenmore is a Sears exclusive, but they are separate from Sears.

This brings me into a second, even larger pet peeve. People make a
purchase without concern to what the warranty is being given them.
They just ASSUME that it will ARBITRARIALLY run for a certain length
of time and way. When it doesn't and it really isn't covered under
warranty guidelines, they complain. They yell, rant and threaten
lawsuits. All of which is ridiculous and generally gets them nowhere
but more frustrated. They blame the manufacturer and / or the
retailer for their problems. All the while, knowing that it was never
represented or guaranteed that it would do anything different than
what it did.

Look, in the most basic terms, Kenmore is telling the consumer that
their product should work in a certain way for one year. Anything
beyond the one year is "icing on the cake" so to speak. And really,
as we all know, Kenmore is no different than any other manufacturer
out there. If additional warranty coverage is offered to you, you've
rejected it. This is telling Sears you do not care if they stand
behind the product. NO EXCEPTIONS! You've said, for the price of
forgoing the additional warranty agreement, I will NOT hold you to the
terms of the warranty agreement. I often think that the reason
companies like Sears tell the consumer about extended warranties is to
clarify to the customer what NOT to expect from the retailer without
the additional purchase. And I can't really blame anyone not paying
the additional amount, BUT THEN DON'T YOU DARE COMPLAIN LATER WHEN
THOSE SERVICES OR PARTS ARE NOT BEING GIVEN YOU!

As for other posters on this subject, you surely know what "limited
warranty" implies. Anyone who is naive enough to then say, "but it's
under warranty, so why should I have to pay anything?" is either
acting stupid or just uneducated. The manufacturer further requires
that an authorized service person perform the labor, so the part can
be exchanged correctly and verify that it is, indeed, defective.

Look, I really can appreciate the OP's frustration. And I'd probably
feel the same way. But to drop the product on the step of the
retailer and then request a refund for the product is asinine. And to
further request that the retailer be held responsible for not charging
service on the product is additionally ridiculous.

You just came up with a great idea!!!

Can you imagine if everyone who was unhappy with their Sears appliance
left it on the store's doorstep? What a way to send a message to the
company as to the quality of merchandise and level of service offered
these days. If you have to dispose of the item anyway, I can't think
of a better way to make a point. Assuming, of course, you don't get
caught... haha.

I can commisurate with your dealings with this particular company. I
can't see why they charge a service fee for something that's under
warranty. At any rate, they lost me as a loyal customer...so welcome
to the club!!!
Sorry to hear you (or anyone) being treated this way, especially when
your lives were put in peril (gas leak, carbon monoxide, or worse) and
they still refused to credit the charge and expected to charge you yet
another service fee (insulting in the least)

Anyway, better days ahead!! I've been happy with my alternative choice
of product so there's hope!!!

Keep us posted when/if ever they respond...i always like to be shocked
and surpised!!!!

What a mess. I agree with Red. I love that you left the bad one on
their sidewalk! :)
But then how can they give you a refund if you just left it there?

That's lousy. I don't understand why you should have to pay A PENNY
on a new appliance like that -- when it's still under warranty, in my
opinion, it should just be taken care of. Good luck!