For general information, about Kenmore and Kenmore products, press one. For Kenmore repair and service, press two."
Calling the Kenmore customer care hotline is a frustrating experience because you end up getting transferred based on where you purchased your product. Getting an answer to your question is also a bit tricky because the directory tree is quite extensive. I easily answered at least four or five questions before I finally reached the point where I could talk to a live agent. In the end, though, I did speak to someone, so while the system is annoying and tedious, it does have a live agent at the end.
When I first called Kenmore, a calm male voice greeted me, saying, "Thank you for calling the Kenmore customer care hotline." Then, a Spanish message followed before the actual directory launched. The first set of questions told me, "For general information about Kenmore products, press 1. For Kenmore repair and service, press 2."
I pressed 2 because I am having issues with my lawnmower, and it's not old enough to scrap it yet. I think that it should still be eligible for repair. I was then told, "If you purchased your Kenmore product from Sears or Kmart, press 1. For all other retailers, press 2." I purchased my lawnmower from Sears, so naturally, I pressed one and was transferred straight to Sears.
You would think there would have been some type of warning that I would be transferred, but there was just a message that stated, "Thank you for calling Sears Home Services."
Then the Spanish message repeated itself, and the next option was, "If you are calling about repair, press 1. For parts and orders placed at Sears.com, press 2. For home warranties and home protection agreements, press 3. For Sears.com or Kmart.com orders, press 4. For installation or delivery, press 5. For all other inquiries, press 6."
I pressed 1 once again because I was calling about repair, and then the AI messaging service told me that it needed a moment to pull up my information. It then told me that it was unable to find my number and asked if there was another number to try. It said press 1 for yes or press 2 for no. I pressed no because I had no idea what the number would be registered under. The lawnmower is on the older side, and my husband likely purchased it.
The next set of prompts was even lengthier. This time, it said, "If you are calling about repair needs for small appliances, press 1. For existing appointments, press 2. To schedule service on a product covered by a Sears protection agreement, press 3. To schedule service on a product covered by a Sears home warranty, press 4. To schedule service on a product no longer covered, press 5. If you are unsure of what you need press 6."
I chose 1 because I needed repair on a lawnmower, which I believed was a small appliance, and I finally got to talk to someone. I was only on hold for about five minutes, but they didn't end up being too much help. After all of that, I will probably just take the mower to my local Sears shop and figure it out on my own.