Sears - Master Protection Agreement - Don't Buy It
Posted by Stephanie.bullardbeares on 02/23/2013
KIRKLAND, WASHINGTON -- I am an EXTREMELY UNHAPPY customer living a HORRIBLE SERVICE SITUATION – that sadly continues on...
Our problems began on 1/30/2013. I came downstairs that morning and our frig that we have had for only a few years had stopped working sometime in the night. All food was spoiled. My husband called the service number and we were given an appointment date on 2/6/2013 – A GUARANTEED ONE WEEK OF NO WORKING FRIG.
The service technician arrived, made an assessment and then insisted on ordering the part as an emergency – which we appreciated. He was rescheduled to come back to our home on 2/13/2013 – ANOTHER WEEK OF NO WORKING FRIG. But, he also said that if the part arrived sooner than that, call in and he could come earlier. We did call in, and no, they were not able to have him come earlier – clearly there isn’t a policy for moving waiting customers forward in the queue.
So, on 2/13/2013 – the second technician arrived. He installed the part, but then made the assessment that a second part was needed to fix the frig because it still didn’t work. He ordered that second part while still in our home. It also was ordered as an emergency, with our next service date scheduled for 2/18/2013.
On 2/17/2013 – my husband received an automated call with a message to call Sears. Our service appointment had been cancelled because the part had not arrived. Our next service date was scheduled for 2/22/2013. – NOW WE ARE OVER 3 WEEKS WITHOUT A WORKING FRIG. And again, he received an automated call on 2/21/2013 that the part had still not arrived, so our service appointment was cancelled again.
By this time, our family of 5 had had it. I took my three children out of town just so we could have a working frig. With all the service appointments scheduled, we expected to come home to a working frig. However, that was not to be.
We have now been talking with the Sears Repair Active Solutions group. Unfortunately, their record keeping is not good. We have talked with Robert, Jeremy and Hortense – none of which knew our story or had the correct dates and actions in their records, so we have had to enlighten them each time. When I have asked to escalate the call, each one told us that they were the ones who make the decisions and wouldn’t transfer us to a higher decision making authority – stonewalling us each time. I believe their department is a black hole with no way of escalating.
On 2/22/2013, that group suggested that we rent a refrigerator and that they will reimburse us for the cost while our refrigerator is not working. First of all, why didn’t they mention that a lot earlier. And second, our local rental companies only rent month to month. Since we are already approaching 4 weeks with this service issue, I am optimistic that this refrigerator situation will be resolved within the next month, so I’ll be stuck with part of the rental bill. And third, the rental company can’t deliver anything to us until the middle of next week, so what’s the point?
We also have $250 food spoilage coverage. Great. However, we don’t receive that money until the frig is fixed. And what about the groceries that I cannot buy right now and the added expense of eating out or shopping daily since we can’t save anything? $250 doesn’t make a dent into our food elevated bill these last several weeks.
And then there is the fact that we have been told by two of the service reps – Robert and Jeremy - that GE has reported that they don’t have the part needed and it is back ordered indefinitely. If that is true, why on earth is Sears forcing us to endure this pain? They could instead simply move ahead with the replacement frig and we done with us.
I am a very patient person – I teach middle school - but I have reached my breaking point. I am done being patient. I am no longer giving Sears the benefit of the doubt. I have come to realize that sadly there is no one easily contactable who has any power to deal with our situation – which at this point is simply getting a replacement frig.
So, while we continue to be stonewalled and will have to endure this process to get the replacement in the end, we have contacted our attorney. My husband is a social media expert and will be doing damage to Sears’ reputation. This is what this service process has reduced us to – which in the end is simply telling the truth about our bad experience. Sears has lost us as a future customer as well as the many, many others that my husband and I will reach.
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Food Loss Reimbursement Warranty - Sears
Posted by TowandaRox on 06/13/2007
FAIRFAX, VIRGINIA -- Wow, Sears really sucks the big dog. We had NO FRIDGE for the entire month of May---have you ever been "Amish" before, livin' like that without a FRIDGE?! It ain't fun, lemme tell ya.
They sent some schmuck to fix the dang thing FOUR DIFFERENT TIMES, but he never did fix it. The first time, he just cancelled the appointment a half hour AFTER it was supposed to happen, "due to an emergency" he said. I sat home the whole friggin' DAY waiting for his sorry butt, and he cancelled on us. GRRRRR.
The 2nd time, he showed up but said he had to order a couple of parts. So he did nothing but leave behind 2 screwdrivers. The 3rd time, he showed up on the wrong date, and hey guess what, nobody was home, so we had to reschedule. The 4th time, he showed up, the parts had arrived, but he said he couldn't fix it because 'it had to be unplugged, turned off, and sit for 24 hours.' Why the heck didn't he tell us that the FIRST time?? And why didn't HE unplug it and shut it off?? Friggin' moron.
After that 4th time, I called Sears and lodged a formal complaint. After 4 unsuccessful attempts at repairing an appliance, they are supposed to replace it with a brand new one under the warranty, so that's what I demanded. A few days later, they brought us the new fridge.
However, we are also entitled to food loss reimbursement under the warranty, and they've been jerking me around for the past 3 weeks, telling me they'll call me back, etc., putting me on hold for 45 minutes (that was just this morning, I never did get to a human being). So, I decided, "that's it, I'm gonna raise a ruckus now."
And honey, you'd better believe this feisty girl did just that.
I logged on to http://www.bbb.org/, which is the Better Business Bureau web site. I lodged an official complaint, asking them to resolve it. They emailed me a confirmation number for my complaint, which I then subsequently forwarded to Sears via email, telling them that I am fed up with their lack of service, stalling, and BS games.
We just want the $250 bucks for our food that we lost, (which I might add, doesn't even cover the eating at McDonald's and other restaurants the whole damned month of May because we had no food storage), and we simply want them to honor our warranty.
It's a simple concept. But you can't win a battle of wits with an unarmed corporation apparently.
They claimed that the idiot repairman schmuck was supposed to take down an itemized list of all the food items in the fridge the first time he came out, but he "forgot" and didn't even log in his cancellation due to an "emergency," so they had no record of him even coming out to the house all four times...so they say there WAS no food in our fridge. Ummm, yeah, ok, like we complained and tried to fix an EMPTY fridge FOUR TIMES?? Oh, but they did have it logged on the automated repair schedule for us, all 4 times.
So I said, "Ya know what? Just because you hired a moron who didn't do his job right, does NOT mean I'm gonna get screwed out of my warranty food loss reimbursement, so you tell me exactly how you're going to resolve this situation, and I want it done IMMEDIATELY."
"Well ma'am, we'll have to talk to the repair guy about this and get back to you." I said, "Jog his memory by telling him he had some "emergency" come up and didn't even bother to come to our house the first time, making me waste the entire day waiting for him. That would explain why he didn't log in any information into your system, he was off doing other MORE IMPORTANT things apparently." (I know by telling them this, he got his butt into trouble).
That's as far as it got, until just a few minutes ago---only a few short hours after I sent them my complaint to the Better Business Bureau---my phone rang, and it was a nice man saying, "Yes ma'am, we'll honor the warranty, send us the itemized list and we'll cut you a check immediately."
I have just come back from the fax machine smiling. It just sucks that a customer has to FIGHT for something on a warranty that was PAID for when the first appliance was purchased. I remember when 'the customer was always RIGHT,' and "customer SERVICE" was a way of life. But not anymore.
So, for all the world to see, I say to the cosmos and the universe: NEVER BUY AN APPLIANCE FROM SEARS. And unless you get somebody's BLOOD alongside a signature on any warranty you sign, prepare to have to fight to get it honored from them later on.
NOTE: I just got another email a few minutes ago from the Sears Service Center stating that "they cannot locate any information about our refrigerator repair." The right hand doesn't know what the left hand is doing apparently, so I wrote back and said, "Well that's funny because a guy named Justin just called me to say he's cutting me a check and I faxed him my itemized list of food items just now. I guess HE has access to the information that YOU claim doesn't exist. How is THAT possible I wonder?"
GRRRRRRRRRRRRRR. If that check doesn't get here by next week, I'll have to bite somebody's face off, and trust me, it won't be pretty.
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Sears Refrigerator And Repairs
Posted by Retired Texan on 04/01/2008
GULF COAST AREA, TEXAS -- Word of mouth is their best advertisement.
Yesterday, a representative (repair person) came to my home and repaired my refrigerator. Before he did the work, he gave me an estimate. The cost was $178 labor and $58 for parts. If I had said no then I would have had to pay a $60 service charge and still have a non working refrigerator. I have been buying Sears products for 35 years and that has come to and end as of yesterday. It took the repair person less than 45 minutes to do the job, that is over $200 an hour for labor. My family doctor doesn't charge me that much. My mechanic doesn't charge me that much per hour. Why should a Sears repair man demand that kind of money when they know your stuck and need help?
I would not recommend Sears to you or any person I know, and I would recommend that you take this into consideration when purchasing a product from Sears.
Sears had the best appliances for many years, but now they don't last five years. When we bought our last dryer from Sears, the salesperson told us that Sears makes their products to only last five years. Our freezer is a Kenmore but it is made by Frigidaire and we had problems with it in less than two years. Our refrigerator is a Kenmore but it is made by Whirlpool and it broke down in 20 months. What I am saying is, Sears products don't last and if you don't buy their service policy then your in for the surprise of your life when you call Sears for a repair job.
I told the representative that I was going to post this on every bulletin board I could find on the Internet and that is just what I am doing. Good luck if you use Sears.(own by K-Mart)
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Incompetent Uncaring Company, I Am Surprised Used To Have A Great Name
Posted by Ljs911 on 05/26/2008
BELLEROSE, NEW YORK -- Mr. Bruce Johnson
President & CEO
Sears Corporate Office
3333 Beverly Road
Hoffman Estates, IL 60179
Dear Mr. Johnson,
I am writing to you with a sense of desperation, as I have been unable to get service for my Refrigerator which has had a service contract from Sears since I purchased it. Both my wife and I have been repeatedly lied to, mislead, and in general, treated with a complete lack of compassion or understanding. I’d like to give you a brief history of what has been going on although I am sure if you access my file in your records by my name, address and telephone number you will see our repeated attempts to try to get the service we paid for.
On Sunday, May 18, 2008 at approximately 2:30 pm my wife heard a loud irregular noise coming from our refrigerator. When she opened the doors she found the lights were out in both refrigerator and freezer and noticed that rather than the gentle hum of the motor there was silence. She immediately brought the matter to my attention. I checked my circuit breaker panel, which has a dedicated line for the refrigerator, and visually noted no change in the switch. My wife called 1-800-4MY-HOME and scheduled an appointment for service for the following day.
On the morning of Monday, May 19, 2008 while I was waiting for the service man to arrive I went to my circuit breaker panel and threw the circuit breaker for the line for my refrigerator. I went upstairs and noticed that the power had returned to the unit, but when I opened the freezer door, I noticed there was a strange odor but was not sure if it was related. I had a doctor’s appointment so I had to leave before the serviceman came, but my wife stayed home and waited to receive service on the appliance. That afternoon the serviceman came, I don’t know his name but his ID is #0881045 his name must be on record concerning this service incident. He asked my wife what had happened and he immediately informed her before inspecting the refrigerator that it was probably a problem with our electrical system and there was nothing he could do. He asked for a vacuum cleaner which my wife provided. He vacuumed the front of the bottom on the refrigerator, which incidentally was already vacuumed and clean, for approximately 30 seconds. He replaced the bottom guard, he opened the freezer door, noticed condensation and informed my wife that first we should consult our owner’s manual to determine what type of noise our refrigerator is supposed to make, and second that we must have left the freezer door open which caused the condensation and said there was nothing more that was needed to be done and left.
Mr. Johnson, both my wife and I have owned refrigerators our entire life; we were born after the era of the ice box, so we are absolutely familiar with the sounds a refrigerator is supposed to make. This was not a noise which is made during the normal operation of a refrigerator. Also, he made no indication as to the odor that emanated from the refrigerator. In my opinion this technician is incompetent and could have prevented the following chain of events. Unfortunately I was not here when the serviceman came as possibly I would have been able to make sure that the serviceman did his job. Rather he took advantage of my wife, who is not familiar with the technical aspects of the operation of a refrigerator.
By the time I returned home it was approximately 5pm and the house reeked of a strange chemical smell. At which time we placed a follow-up call to 1-800-4MY-HOME to reschedule another appointment. Incidentally, by this time there was a large puddle of water on the floor in front of the freezer door and my frozen food was beginning to thaw. When we spoke to the dispatcher they informed us that since the Monday service call had not cleared from the computer they could not schedule a new service call and that we would have to call back the following morning. As to the chemical odor, the service representative told my wife he would make a “health, or safety” report and someone would get back to us shortly in regard to the odor. That night no one had gotten back to us and my wife began to experience difficulty breathing as the result of this chemical odor she needed to take medication for her condition brought about by this gas, and I had to thoroughly vent the house before we went back home. That night I had my wife sleep at her sister’s house and I returned home and opened all the windows and activated my attic fan in an effort to clear the house of the gas.
I picked my wife up first thing Tuesday morning, returned home, and called the service center. They informed me that they would not be able to schedule an appointment until Wednesday, at which time I asked to speak to a supervisor. I was transferred to Vanessa at your corporate offices who kindly said she would look into the matter while I was on hold and informed me that their service vehicles were vandalized so they couldn’t schedule me for that day, but that they would put me on the schedule for Wednesday unless a vehicle became available sooner. They gave us an appointment for Wednesday between 8am-12pm.
Both my wife and I waited for the serviceman, At approximately 1PM Mr. Lenox, I.D. #13540 arrived at my home, he appeared to be very knowledgeable and professional, and immediately recognized the odor as refrigerant. Mr. Lenox pulled out and inspected the rear of the refrigerator and then opened the freezer, removed the cover to the evaporator and found two holes in the side of the evaporator that apparently blew out which started the release of gas on Sunday. He also verified that all our frozen food was ruined but was unsure as to whether we were covered for the loss on our service agreement. Mr. Lenox informed us that the compressor, the evaporator, the coils and some other part needed to be replaced. He said that it has been his experience that a job as extensive as this has never worked successfully. He called his manager to explain the situation advising him of his lack of confidence in replacing the parts but his manager insisted that he first replace the parts and if that doesn’t work then Sears would replace the refrigerator for the customer. Naturally, when Mr. Lenox informed me of this I was unhappy with his manager’s decision because at this point it has been four days since we have been without a working refrigerator, we lost all our perishable items and at best the parts will come by the 22nd of May at which time I call for an appointment which wouldn’t be until at best the 23rd. Having no control over the situation, I patiently agreed. He informed me that the parts will be sent to my home, at which time I should call for a third service appointment.
On Thursday, May 22, 2008 I called the service department to inquire as to when the parts would be delivered as I have been taking my family to restaurants for 5 days now and it’s beginning to get costly. The dispatcher I spoke to was very helpful and informed me that the parts were to be delivered that day, the 22nd and she would go ahead and schedule the service call for Friday, May 23rd so that I would not have to go through the holiday weekend without a refrigerator I would like to commend that person but she hung up before I was able to get her name or I.D. #. I was informed that the serviceman would be here between 8am and 5pm. The parts did arrive later that day, Thursday the 23rd of May, as the service dispatcher promised.
On the morning of Friday, May 23, 2008 I called to find out approximately what time the service technician would be coming as my wife had a doctor’s appointment and I had an emergency dental appointment, and wanted to make sure that one of us would be here for the serviceman’s arrival. I was told that he would be here sometime between 12pm and 5pm. My wife and I left at 9:30 for our respective medical appointments, and I put my home phone on call forwarding to my cell phone so as not to miss any phone calls from Sears.
While I was in the dentist chair, a call was forwarded to my cell phone from the technician, inquiring about the number of boxes that were delivered. I informed him that three boxes were delivered, he told me that there should have been four boxes as four parts were ordered, and it wouldn’t make any sense for him to come if all the parts were not available. But he did say that he would check with his dispatcher to see if all the parts were delivered. When I got home from the dentist I called the dispatcher and informed him what the driver said to me, and he verified that all the parts were delivered and advised me that he would notify the serviceman. I asked him “can he guarantee that I will get my repair today?” ? He told me he would try, at which time I asked to speak to a manager. He forwarded me to your corporate office, customer care department, where I spoke to Mike, I.D. #54272. I explained the entire story to Mike, he looked up our records and told me he understood my frustration, put me on hold, spoke to the dispatcher then got back to me and assured me that the service technician would be there to try to repair my refrigerator, if the repairs were unsuccessful Sears would authorize a replacement refrigerator. He even gave me his extension at 1-800-609-5650, extension 18473 and told me to contact him personally if there were any additional problems as Sears had dropped the ball 1st on Monday with an incompetent service representative, 2nd Monday night by not having someone call back concerning the safety issue which was posed by the leaking refrigerant that was reported, and 3rd that Sears allowed my family to be without refrigeration for 6 days now.
At 2:30pm I started to get a little nervous because the service technician who came on Wednesday informed me that this was a 5 hour job and it was starting to get late in the day. I called the service department and they assured me that the serviceman was on his way to my location. I asked to speak to a manager, they forwarded me to the corporate office again, and I spoke to Ann, ID #631138. I asked her to connect me with Mike at extension #18473, she told me she could not transfer me but had me repeat my entire story again. Then she asked me if she could put me on hold, called the dispatcher and assured me that I would get my service call today.
At 3pm I called the corporate office and spoke to Ben, ID #69375 and he assured me that the serviceman was en route after checking with the dispatcher. I asked him if I could speak to his supervisor and he informed me that the manager was away from his desk but would get back to me before 5pm.
At 3:30pm I called corporate office and spoke to Jessica, ID #49597 and asked her to transfer me to Mike at extension 18473 and she told me that she was unable to transfer calls. I asked her if I could speak to a manager and she told me that there was no manager available and that she was the highest level of contact I could speak to and that their supervisors are only there for quality control. Again, I explained my entire story which she verified by the notes on our account. She asked if she could put me on hold, she spoke to the dispatcher, got back to me and told me that the service technician was on the way.
At 4:30 the service technician telephoned and said that he was stuck in traffic but was on his way and that he would be here within 45 minutes to an hour.
At 4:45 we received a phone call from the dispatcher saying that we would not be receiving service today as this is a two-man job and the helper was not available to assist the service technician. She told me that she would have to reschedule our appointment and my wife told her that it would have to be first thing tomorrow morning. She then replied that since it was a holiday weekend no service could be made until Tuesday.
At this point my wife and I were beside ourselves with a sense of frustration and powerlessness. We have been dealing with incompetence, lies, and treated with a total lack of professional courtesy. I placed another call to the corporate office and spoke to Dannia #11514. I explained the entire situation yet again which, as you can imagine, I was tired of explaining when they have it all written out in front of them in their computer records. I must say that Dannia had very poor professional telephone ethics; she informed me that she couldn’t transfer me to Mike at extension 18473, that her supervisor, Carlos, was out of the building and would get back to us Saturday morning. At this point for my own health and wellbeing I had to stop pursuing trying to get satisfaction as I was getting nowhere.
At 3:19pm today, while in the process of composing this letter, I received a telephone call from Pat, ID #76307 (who initially refused to give me her I.D. but then checked with her manager and was ordered to do so) and asked me if she could reschedule my appointment for Wednesday, May 28th!!! I asked her if she was aware that they cancelled my service appointment on Friday and told her that I wanted someone here first thing on Tuesday morning. She told me that no one was available at that time. I asked her to please connect me with her manager and she informed me that she could not transfer me and that she would have her manager call me back. A few minutes later at 3:28pm Charles Smith at the call center (who claims to have no ID number) telephoned and said (as if he was doing us a favor) that he was setting up an appointment at their earliest convenience for Wednesday, May 28, 2008.
Mr. Johnson I have no idea what is going to happen next but I think you would agree with me that we’ve passed the point of reasonable customer service. It is now Saturday, May 24, 2008 at 5pm. It is obvious I will not have any refrigeration until possibly Wednesday which will make a total of 11 days without refrigeration. I have had to feed my family at restaurants for each of these days. I have had to spend an evening in the emergency room. I have had to throw away $350 worth of food. I had to cancel a family barbeque that we had planned for Memorial Day weekend. I have absolutely no confidence that when the service technician does replace these parts that my refrigerator will operate properly for any reasonable length of time, if it operates at all, as your service technician informed me that he has never seen a refrigerator work after this type of repair.
Mr. Johnson I am sure if you review my purchase history you will see that my wife and I have been loyal customers for many years, both in our purchases and our service contracts. I have also influenced many people to shop at Sears as I have always been pleased with your company and have never run into this level of incompetence and disregard for the customer’s satisfaction. I am writing to you as a last ditch effort to avert the continuing injustice that has resulted as policies that you may be unaware of. Also please be advised that I am forwarding a copy of this to the Better Business Bureau of New York and to consumer advocates at WNYC Channel 5 Fox “Call for Action” and WABC Channel 7 News, “Help Me Howard”, as I am just one poor consumer without any leverage caught under the Sears corporate rock.
I have tried to name as many contacts as I could so that these people can be instructed on how to handle this type of situation should it occur in the future as I am sure you wouldn’t ever want your family to go through a situation like this.
I hope to hear from you in the very near future. I have gone through the expense of sending this letter via FedEx so it will arrive in a timely manner. Thank you in advance for your attention to this matter.
Lawrence J. Sypowicz
cc : Better Business Bureau
Complaint filed 5/25 on line
WNYW-TV/FOX 5 New York, NY
205 East 67th St.
New York, NY 10021
ABC Channel 7 News
77 West 66th St.
New York, N.Y. 10023-6298
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Unacceptable customer service and products
Posted by Kay p on 02/02/2008
CARY, NORTH CAROLINA -- Horrible and unacceptable customer service! Horrible and unacceptable products!
Sears should be ashamed of themselves for selling inferior products and should also be ashamed for taking advantage of folks that have supported and respected the Sears quality for years!
Sears should also have a real customer care center, not a customer DON’T care center!!
Called the customer “care” 800 number to explain the refrigerator we purchased from Sears, four years and seven months ago, is totally broken and no longer working.
I asked to speak to the manager and was told there is no manager on duty and was put on hold for eleven minutes.
Frustrated by the lapse of time, I called back and was advised I was calling the wrong number!
I was given another number only to find out that number was the new appliance number for ordering product manuals! I was again given another number and was put on hold again for a long period of time …called back again, explained yet another time to another agent and again was given the “canned remark” and scripted dialog of “sorry no longer under warranty, but you can purchase the warranty today for a cost of $297.00… etc.
In my final attempt to state my case, I was hung up on!
O.K. I am beginning to feel this a cruel joke being played on the customers that call Sears!
Why should a major appliance cease working after less than five years???
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Very Very bad service
Posted by Sarichef on 07/25/2010
In Feb, 2009, we bought a side by side refrigerator/freezer with a dual cooling system from Sears. In May of 2010 our water dispenser quit, and we noticed the fridge was not as cool. The problem got worse so we called Sears Repair and scheduled a repair appointment.
I took time off work in order to be at the house between 8 am and 12 pm. The repairman came out on June 9 and diagnosed the problem - the fridge cooling system had frozen up - there was no problem with the freezer. He ordered some parts and on June 15th I again took time off work and the repairman returned, installed the parts and the fridge was once again working. He determined the work and the parts were not covered under our warranty and charged us $281.
Three weeks later the fridge again quit cooling – again, no problem with the freezer. We contacted Sears Repair on July 11th via the internet. Sears Repair responded that they would schedule us for July 20. I responded that Sears had already been out once and “fixed the problem” and that I now had a non working fridge and according to their schedule, would continue to have a non working fridge for another nine days. Sears Repair then decided to schedule me for an “emergency repair” and set up the appointment between 1 and 5 pm on July 13. I again took time off work to be at home when the repairman arrived. The repairman did not show up. I did receive a call a little after 4 pm advising me that the repairman was running late and would arrive between 5 and 6 - Nobody showed up. At 7:20 pm, we were called and told that the repairman would not be able to make it out that night and that Sears would call us to reschedule.
On July 14, I again talked with Sears Repair, and we started the process of scheduling all over again. This time they said they could schedule me for July 20 – leaving us ten days without a fridge. I explained my situation to them – a non working fridge, and advised them that the appointment they missed was an “emergency repair”. Sears then decided that they could schedule yet another “emergency appointment” and set it up for Friday, July 16 between 1 and 5 pm – now only 6 days without a fridge.
I again made arrangements to take time off work to be at the house when the repairman arrived. He showed up a little after 4 pm and proceeded to go to work on the Fridge. The freezer was still working just fine. The repairman pulled a circuit board out of the back of the fridge and performed some tests, and then got into the fridge and saw that our cooling system was once again frozen up. He thawed the cooling system (removed a bunch of ice) and then determined that a heating element on the cooling system (keeps the cooling system from forming ice) was not working – it had a split in it. He then determined that the repairs the previous repairman had undertaken were not necessary and that our cooling system was still under warranty. He reversed the previous $281 charge and ordered the parts he felt we would need. He explained that while we just needed the heating element it could only be ordered as one unit that was a combination of heating element and evaporator.
He then determined that because he had cleared the ice that the fridge would function until a repairman could return and install the heating element. He turned the fridge on and waited to confirm that the blower was working that the fridge and freezer were cooling correctly. Feeling confident the fridge would run for a few more weeks, he offered me a Saturday appointment on July 31, so that I would not have to take any more time off work – which I gladly accepted.
Later on that night, I tried to use the ice dispenser in the freezer and learned that it was no longer working. I figured that when the repairman pulled and tested the circuit board that he did not correctly reinstall it as the ice dispenser was working just fine prior to his repair appointment.
The next morning I noticed that the fridge was once again not cooling – in fact it was sitting at 53 degrees. So, once again I called Sears Repair. And once again we started all over again with setting up an appointment over a week out. I once again explained the problem - how many times the repairman had been there; the fact that I had been scheduled twice for an emergency repair, etc, etc, and in addition, now the ice maker and dispenser were not working. The Sears Representative that I was talking to then referred me to a “technical consultant” and we started all over again. Once again I explained my situation, the emergency repair, etc, and as a result, was referred to what I believe was called “customer solutions”, and we stared all over again. Once again I explained the situation, and asked if someone could stop by that day and look at the fridge – I explained about the circuit board, and told Sears Repair that I suspected that it had not been correctly reinstalled.
I got lots of apologies, acknowledgement that I did indeed sound frustrated, but the soonest they could get someone back out to the house would be July 28. That would leave us without a fridge for 14 days and there was no guarantees that the fridge would be successfully repaired on the 28th I explained again that I didn’t have a working fridge, and according to their repair schedule, that I would be without a fridge for almost three weeks, I again requested that someone stop by the house and look at the fridge that day. Again with apologies, I was told that Sears Repair would not be able to stop by that day, and the earliest time would be July 28. We went back and forth for awhile, and I expressed my frustration at their inability to properly diagnose and fix the problem - and their lack of customer service. It got me nowhere. I was told repeatedly that there was nothing else they could do for me. I ended it by hanging up.
Shortly after that, I was unpleasantly provided with the reality of why my Ice Maker and Dispenser were not working. It was because my freezer was no longer working. It was rapidly thawing!
How did it all end? That day, we went Refrigerator shopping – we had no choice! Sears left us high and dry without a functioning fridge and freezer and would do nothing about it until July 28. Bad, very bad, repair and customer service! Unbelievable, uncaring, unconscionable customer service!
In addition, during this whole two month issue, I also stopped by the Sears store to talk with the appliance manager to express my dismay that I had a fridge that was not working (at that time) just 15 months after I purchased it. He explained that if it had been a Kenmore product maybe he could help me. However he did agree to make some inquiries on my behalf and took my contact information. We never heard from him again. I also called and asked to speak with the store manager, explaining that I felt that he might be able to weigh in and help me move the process along to. I was assured he would get the message and would call me back after 1:00 pm that day. I never heard from him!
This was not the Sears store or service department that we have been accustomed to more than 37 years as Sears customers. Satisfaction Guaranteed? Not anymore.
There’s more to this, with regard to repeatedly being asked if I had an extended warranty, did I want to buy an extended warranty, - you know, you wouldn’t have this problem if only you had bought an extended warranty. Does that mean that if I did have an extended warranty, the repairman would have shown up with the problem diagnosed correctly with the parts on hand and the fridge have been repaired the first time? Would the problem have been prevented if I had the extended warranty? I don’t think so.
I also had a discussion with Sears Repair twice, regarding my hope that based on the history of this problem, the repairman would show up with the correct parts to make the repair, rather than looking at the fridge and determining that parts would have to be ordered – thus turning one repair appointment into many, depending on a correct diagnosis and my continued need to take time off work to be at home during the “four” hour window that Sears scheduled.
And, there was the issue about the cooling failure being a common problem with the brand I had purchased, not withstanding a new fridge only lasting 15 months.
Then there was a customer service representative who wanted to diagnose and deliver an opinion over the phone, based on the parts the repairman ordered. Point is, that person was not present when the repairman was at my house, and the repairman explained to me what the problem was, and why he took the action that he did to order the part.
Then there is the combined 12 hours of personal time I had to take from work in order to be at the house to meet the repairman. And of course, the no show appointment
Very very bad repair and customer service by a company who used to bend over backwards to ensure the customer was satisfied!
And, there is the company I bought the new fridge from. Upon learning that the fridge we decided to purchase would be on backorder for a few weeks, they delivered a loaner fridge to me, free of charge……. Their idea, not mine. That’s the kind of customer service we would have received from Sears not too long ago………..
Finally, after all of this, why would I ever do business with Sears again?
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Bad Customer Service/Repair Center
Posted by CrappyCustomerServiceEverywhere on 01/16/2008
NORTH HOLLYWOOD, CALIFORNIA -- 10/2/07 purchased brand new freezerless Kenmore fridge from the Sears in Northridge, California. On 1/5/08 my fridge was making a loud gurgling noise as well as a steam release noise. I unplugged it and all of a sudden, water came gushing out of the bottom and inside of the fridge. I called repair center and was informed that no one can come fix it that day and won't be able to until Tues. I informed rep that I'm leaving town for a week and can't have them come till the 15th. He set me up for for a window of 1-5pm and I told him I can't take any time off for this and need an appointment after 5:00 pm. He informed me that the latest appointment available would be at 5:30 and that he would schedule me for that time on the 15th. I then asked if I am eligible for food reimbursement even though I did not purchase the extended warranty, and I was told yes. He transferred me to the warranty dept and I was disconnected. I was on hold for a while and then was bounced around person to person until finally someone knew the correct answer and was told I'm not eligible. I informed the woman that close to an hour of my time was wasted because of uninformed staff.
On the 14th I receive an automated message confirming that my appointment was between 1-5. I called customer service again and the rep sent a message to the router center to put me last on their list. He informed me that the last appointment was at 5:00 and not 5:30. He game me a number to call the next day and ask to speak with a manager and explain the situation and to make sure that they received the message.
1/15/08 I called the no. and asked to speak with the supervisor. I explained the situation and she told me that the last call is at 5:00. I asked her if she can have the tech come to my house at 5:10 and she said no that she doesn't have the power to do that. I informed her that my ex husband use to work for Sears, and yes she can do that, but she refused and told me that the tech had 8 jobs, he's only done 3, has 5 left, it's 1:10 and he hasn't taken his one hour lunch yet and she guaranteed that I'm last on the list and that she's sure he's not going to finish his jobs before 5:00 and that he probably won't get to my house after 5:00. At 3:40 I get a call from the tech informing me that he's on his way to my house. I told him I'm not home and won't be till about 5:00. He said he can't wait and I told him that I spoke with the manager and what she said the case was and not to go far because I'm going to call her. I called again and the same supervisor answered the phone. She informed me that he can't wait and that there's nothing she can do about it. I asked for a phone number to headquarters and she said that there isn't one. I said yes there is and I want it and she said that District is the highest number they give and she gave me the number I just called her on. I asked her what good is that going to do me if I get her and she's not helping me. I told her I already lost $300 worth of food, my time back on forth on the phone with them, and now money because I have to by 3 meals a day for us and cannot afford that.
She wasn't helpful so I said fine I'll go to the newspapers with this and hung up. Within 30 seconds, the tech called me and told me that he doesn't want me to be upset anymore and will try to accommodate me, but that he can't do it that day because they were sending him to Calabasas and will not pay for him to come back to where I lived because he will not be back till about 7 and they won't pay for that and they won't pay for him to wait for me to get home in an hour and he promised me to schedule me for tomorrow and put me last on the list again. I agreed. I gave the key to my neighbor, who was getting out of work at 3:00.
1/16/07 I called the tech to confirm the appointment and he informed me that he did make it, that he put me last on the list, but that he did not have the call and it was given to someone else. He gave me a number to customer service (the original number I called to set up the repair service) to call to get an approximate time of when the tech is coming today. I called and was informed that the appointment was done for tomorrow 1/17/08 and not today. I explained the situation to customer service and she put me on hold and spoke with the warranty dept and they said that they can't come today and don't do same day service. She then called the router department where I dealt with that original manager and she was told the same thing and that they will give my call to a tech who finishes early in the area and that they will call me and inform me of what's going on. My neighbor was kind and left a 1/2 hour early from work in case they come early. I never heard from the manager and they never came!!!!!
I had sent a complaint to headquarter the previous day and I received an email today informing me how much they value me as a customer and had the nerve to ask me to call them. Hello....you sold me a piece of crap, I'm getting jerked around and blown off by your repair center, I have lost $300 worth of food, I'm on high blood pressure meds and have to eat out, my blood pressure is now sky high from the stress they have caused me, spend extra money to eat out, spent at least 5 hours on the phone and you're freaking asking me to call you to resolve the situation. Apparently they can't pick up the phone and call me after all this crap they put me through and have the nerve to tell me to call them. They've already made me jump through hoops, and they want me to jump through more. You have got to be kidding me. I responded to them with an update. And after not hearing back from the manager by the end of their business day, I told them to come and pick up the fridge. I don't want it. I don't want it fixed and don't want a replacement. I told them that I want to be credited on my credit card and that if they don't pick it up, I will not pay for it and will fight till the end to save my credit.
I actually called the store and spoke with the sales person and explained everything. I had looked at the fridge and freezer a year before and promised that I would go back to him, which I did. He informed me that they won't take the fridge back because the 90 days are up....it broke 3 days after the 90 day period! He transferred me to One Source, but got disconnected. He called back to follow-up and I told him I won't waste anymore time being put on hold and jerked around and I'll take this to the BBB and newspapers. The heck with the papers...this site is better...but I will be filing a complaint with the BBB. He said that he will call them and will have someone call me back.
I will get rid of my Sears account, and will never step foot in Sears or K-Mart and will research to see what other sister/parent companies of Sears and won't go to them.
WHAT IS UP WITH CUSTOMER SERVICE IN CALIFORNIA? They reel you in, take your money and screw you!
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Service repair installation and customer service
Posted by Dblachman on 04/15/2006
CHICO, CALIFORNIA -- If you are thinking of buying a major appliance at Sear because you believe that they back their products with service, be forewarned. It wasn't true for me.
When we bought our refrigerator we had Sear deliver and install it. One and a half years later we found our kitchen, washroom, and 2nd bathroom covered in water. The hose that connects the water to the refrigerator had come apart where Sears had connected it. I called and Sears sent a "service repairman". He told me that he couldn't fix the problem because the original installer had used a plastic hose that was too thin. I asked what Sears and was told that an installer would be sent to fix the pipe from the water feed. Several phone calls later, I finally arranged for the installer to come. I didn't complain when Sears called and postponed the appointment one day, nor did I object when they called to say that they would be an hour and a quarter late.
In fact they were an hour and three quarter late.
They looked at the job and said they couldn't fix it with the present hose; that I would need and installer. "Who are you then?", I asked. "We are the delivery men. We can't replace the hose. The installer no longer works for Sears." They left promising to ask for an installer.
I thought I should talk to customer service at Sears. BIG MISTAKE! I made three calls lasting a little under two hours. I first got hung up by the least user friendly auto-operator system. When I did get through BOTH the operators transferred me off, one to a dead end that hung up and the other to terminal hold. I figured that after waiting one hour for someone to come back on my line that I was out of luck. I still don't know what to do. I am facing a lot of expensive repair work on floors, sheet rock, and due to this accident I have found carcinogenic tiles in the bathroom.
I also have a SEARS refrigerator with no water or ice machine for which I paid extra.
Learn from my mistake. Go elsewhere for your appliance and service.
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Sears Did Not Honor Refrigerator Warranty
Posted by Myconcern on 12/06/2008
My 2-year old Kenmore refrigerator quit running on August 12, 2007 due to a defective compressor, which is covered under the 5-year warranty for sealed components. When you call Sears, you get the usual options to select and questions to answer. Then you are put on hold awaiting a live person. This person will be the next person available and could be in any city or state. You can’t get the same person you talked to last time. You can give the employee ID number and they still don’t know who it is. You must start over with the entire story after you repeat your phone number, name and address. Several times I was disconnected after telling my story and had to start over with someone else. I frequently got conflicting answers, like “no, they don’t do warranty repairs” to “yes, they do warranty repairs”. This is the worst customer service experience I have ever had. Below is a summary of my stressful experience. Following that is the unbelievable details. You will see that Sears continuously changed their story. I got the impression that they were trying to wear me down and drop the issue.
1. My first phone call for service, Sears said the refrigerator was no longer under warranty and it would take a week before Sears could service it.
2. I said I would call someone else for service because I needed it repaired sooner.
3. When I called back and explained that a local non-Sears repair service said the problem was the compressor, Sears did not tell me that the warranty was now void. In fact, my warranty description in my manual did not say the warranty would be voided if someone else worked on the refrigerator. Sears proceeded to sell me the service agreement saying that the compressor would be covered under warranty and the service agreement would cover the labor. They did not say that the service agreement would not cover the repair since some else worked on the refrigerator. I asked them to fax the terms of the Service Smart agreement. They said they did not have faxing capabilities. I asked them to email it; they said they could not, that I would have to wait until it arrived in the mail about 10 days after paying for it.
4. They proceeded to schedule an appt. A week went by, and then the service tech arrived and said he would not replace the compressor because someone else worked on it. He proceeded to write a report that was inaccurate and made it look like the repairperson had damaged the refrigerator.
5. I called Sears back and explained that the compressor is covered under the 5-yr warranty. They say the “agreement” is void because someone worked on the refrigerator. I can’t get them to consider the factory warranty and forget about the service agreement. My manual does not state the warranty is void if someone other than Sears works on the unit.
6. 9/5/07: Received the service agreement contract. If says this agreement does not cover service required as a result of a repair by someone not authorized by Sears. The compressor failed before the repair tech arrived. I called him because the refrigerator quit running. The failed compressor was not caused by the repair tech.
7. I asked multiple Sears’ personnel if I could fax them the write-up from the local repair tech, which indicates the compressor, was not working upon his arrival. They said they could not receive faxes. The non-Sears repair tech has agreed to appear in Small Claim court if it comes to this.
8. I filed a claim with the Better Business Bureau. Sears said my warranty was void because the non-Sears repair tech damaged the refrigerator. This is not true. I will file with Small Claims.
9. I did Win in small claims court because Sears did not show up.
Below is the detail:
1. My 2-year old Kenmore refrigerator stopped running on 8/13.
2. 8/13: Called Sears, Service Tech could not come until 8/21.
3. I could not go w/o a refrigerator for that long, so I called a local service. Only the sealed units were still under warranty. He replaced the start/run switch for $190. It did not help. He said was a faulty compressor and he would not touch it since it was under warranty.
4. Made the appt. and asked them to have the service tech bring a compressor when he comes so it could be repaired right away.
5. Cannot bring compressor at first visit. Must come, charge $65, diagnose, and then order the part. Takes a few days to get in. Then they will set up the next appt to install.
6. Cannot have 2 appointments on the books, so they cannot set up the second appt now
7. Compressor is under warranty, but the labor is not.
8. We stocked food into coolers and purchased many bags of ice. Eventually we bought a small refrigerator for $140. We had already lost about $125 in food.
9. After I made the appt. I spoke to Employee x. He said I have to select and pay for the plan prior to making the appt.
10. Must cancel my appt if I want to take the plan, and then reschedule.
11. Can’t provide an est. cost. So we cannot decide in advance if we want the plan.
12. Called to get service plan. Went thru all the automated questions again, a person put me on hold for at least 5 min., and then we were disconnected.
13. I called back and got the plan. She confirmed that the plan was accepted even though I had an appt.
14. 8/21: the service tech said he would not repair the compressor and that it was no longer under warranty because someone other than Sears worked on the refrigerator. A new compressor would be $452 and the labor $177. He didn’t give us the $500 per the Service plan agreement.
15. 8/21: I called Sears and spoke with Employee y of the Dept of Repairs. She said the warranty was voided when the other repair service replaced the switch even though they did not touch the compressor. The unit was still sealed.
16. 8/21: I requested to speak with her supervisor. She said she was the “top” and there was no one above her to talk to. She said that even if I talked to the CEO, he would say the compressor was not covered under the warranty. I persisted and she left a message with the NCR Dept. who must respond within 24 hours.
17. 8/22: The NCR Dept did not respond. I called them. They were unfamiliar with the situation and I started from scratch. She said that I needed to call the mfg for the warranty. I said it was Sears, She said no it is Kenmore. She said that the service tech could not do the mfg warranty work. Then why did they send him? I asked for the $65 service charge to be refunded and to cancel the service agreement. She gave me the Cancellation dept. Gave all my info again. They don’t handle the Service Smart cancellations. They will transfer me to 1-877-469-5663. Employee z cancelled the agreement. He said the service tech can do warranty work.
18. 8/22: I called the Kenmore number. It was Sears. Selected repairs and was transferred to warranty, but got the Tech Line who handles Service Smart disputes. He reviewed my info. The mesa service tech had reported that the wires were hanging loose and shorted the compressor. That is false. I explained what happened and offered to fax my receipt and description of the repair. Employee A “they” have been looking at this as not being covered by the Service Smart agreement. He feels it should still be covered under mfg warranty and there is no need to fax the repair slip. He was the first person who actually “listened” to me and had any empathy. He will have Employee B call the Mesa Service Unit tomorrow morning and get this resolved.
19. 8/23/07: Employee B has not called me. Called 1-800-767-2000, Opt 1 and asked for Employee B. No such person. They suggested I call Nat’l Customer Relations at 800-927-7836 or Protection Services Resolution Center at 1-888-528-6326. I asked them to connect me to the Service Smart Tech Line in High Point, NC (800-827-6655). They did and someone took a message for Employee B since she was out to lunch.
20. 8/23: Employee B called me. We became disconnected and she called me right back. The Tech Mgr from Mesa has not returned her call. However, she said the compressor should be covered under the warranty and the motherboard, if needed, is most likely covered as well. She will order the parts and schedule service from Mesa. The next avail appt is Wednesday, Aug 29, between 8 and noon. She will tell them not to send the same service tech. He should have at a minimum given us $500 towards a new appliance per the Service Smart agreement. Employee B will reactivate the Service Smart agreement I cancelled. We can cancel after the appt if it is not needed. Can confirm the appt by calling Tech Line again at l 800-775-2023. I can also reach her at that number. She will be out until next Wed, but will in during our service call in case we have a problem and need to contact her.
21. 8/23: I called 800-775-2023 and asked for Employee B. She was gone or away from her desk. I left a message. Perhaps the motherboard should be ordered right away in case it is needed. I don’t want to wait another week for a second service appt.
22. 8/28/07: Sears left VM at 6PM to cancel tomorrow repair appt.
23. 8/28/07 11:00 AM: Called 800-775-2023. Employee A and Employee B are out. Employee C confirmed that the Service Smart agreement has not been reactivated. I explained that Employee B was going to do 3 things for me last Thursday. 1) Order a compressor, 2) reactivate my Service Smart, 3) schedule a service appt for Wed. Aug 29 between 8 and noon. We have yet received the compressor. I asked Employee C to leave a message for Employee B so she sees it first thing in the morning in case we need to reschedule the service appt.
24. 8/29/07: Talked with Employee B. She said they cancelled the appt. for the same reason they did not repair the refrigerator the first time (they determined the compressor was not under warranty). Why did they make this appt in the first place if they were going to refuse to honor it? Why wait until the night before the appt. That adds 6 more days w/o a refrigerator. Employee B will call them. She said Sears must legally replace the compressor.
25. 8/29/07: Sears Repair in Mesa called to set up appt. for Fri or Sat. Set it up for Fri, Aug 31, 8-noon.
26. 8/29/07, 12: 45 PM: I called the Tech Line. The gal confirmed that the compressor is covered because I did not have Service Smart “before” the other company worked on the refrigerator. She confirmed my Service Smart was reactivated to cover the cost of the labor to replace the compressor. She will have Employee B check on the status of the compressor and get back to me.
27. 8/30/07: I called Employee B to confirm part was ordered. She did not respond to that question, but said that Service Smart could not cover the repair because someone else worked on the refrigerator. I explained again that the compressor is covered under the “factory” warranty. She said “You have a good point, I’ll look into that and get back to you”
28. 8/30/07, 2PM: Employee B called to say that the warranty is void because someone worked on the refrigerator. She cited their service tech notes that say the previous repairman damaged the refrigerator. I told her, as I had told her before, that I would fax her the repair slip for the previous tech that states that the compressor was weak and maybe bad before he even finished his repair. After all, I called repair service because the refrigerator was not running. So, something was wrong BEFORE the repairman came. She said I could get $500 from Sears (my $240 that I paid for the service plan plus their $260) but it must be spent at Sears. I told her I would never buy an appliance from Sears again. I then told he I would contact an atty. She said she could no longer talk to me and gave me the number of Nat’l Customer Relations (800-927-7836).
29. Called Nat’l’ Customer Relations and explained briefly what is going on to Allie (56059). She said they handle service agreements, not warranty. I should call the Mesa service unit regarding warranty 480-497-7733. I have talked with them in the past and they refuse service because they say the warranty is void.
30. 9/13/07: Retrieved Small Claims form to complete.
31. 9/13/07: Called Sears Repair number, selected warranty. Explained the situation to Althea. She said she could not determine where we bought our refrigerator, just when. But she said if I would cancel my Service agreement, then make a repair appt., the compressor will be covered under warranty. She said to call 888-528-6326.
32. 9/13/07: Called 888-528-6326, spoke with Employee D and said I wanted to cancel my agreement. She put me on hold and Employee E answered, a Sears Tech Support. I said I wanted to cancel the agreement. He started to read the notes. I summarized it. He said the compressor would not be covered if someone else worked on it. But they would refund my $240 for the agreement. Then he said there were a lot of notes and he better speak with his supv first (He said “she”, I suspect it was Employee B). He said someone would call me back tomorrow. His dept’s direct line is 800-775-2023. That is the number for Employee B’s dept.
33. 9/14/07: Called 800-549-4505 (customer service). Spoke with the regulator compliance specialist. She is working on my claim with the BBB and plans to respond soon. Her number is 800-762-3049, ext 16357. I explained that I had not been given a chance to provide the local service tech’s findings and accurate description of repairs. She gave me her fax number 512-248-7945.
34. 9/18/08: Sears responded to the BBB claim saying they would not pay the claim. They said to call for a full refund of the service agreement plan. I had to call two or 3 phone numbers and speak with multiple people to get the refund. They tried to charge me for the service visit in which the service tech did nothing. I refused to pay that. After being on put on hold, they came back and agreed on a full refund.
35. 10/5/07: Sears replied to the BBB complaint stating that they believe the repair tech damaged the refrigerator and therefore they would not honor the warranty.
36. I will file with small claims on 10/9/07.
37. I won in small claims court because Sears did not show up.
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Customer Service Sucks Costing Us Huge $$$$
Posted by Charlie08 on 02/01/2008
My husband recently had a problem with Sear’s Customer Service Department. After checking the internet, we aren’t the only people who experience problems after purchasing an item from the company. It’s no wonder the Company is going downhill! We still haven’t had our problem solved, nor were we able to speak with a manager: We are writing to ask if you would investigate this situation for us. We paid $2500 for this refrigerator only 16 months ago!!!!
We purchase the Stainless Steel Kenmore Elite 25 cu. Ft. refrigerator at Sears item# 04677563000 Mfr. model# 77563 16 months ago. The ice maker just broke. I had to make 4 calls to the service department. The first time I called, I go so far as to schedule a time before I was hung up on. I thought, oh no, I’d better call back to verify. The second time I called, I was able to give my name and phone number before my called was dropped. The third time I called, I asked to speak with a manager in the service department, however, they transferred me to the credit card department. By the 4th call, I was able to speak with someone who informed me that I was never on the schedule. Which meant that I would have sat home for 4 hours waiting for nobody to show up. Finally, this customer service person scheduled the appointment but put my address AND phone number down wrong!
The service man came to my neighbors house instead of mine. Long story short, our 1 yr warranty was up and the part was defective. The Service Department said there wasn't anything we could do, nor would they let us speak to a manager! We were told that it would cost us $350.00 to fix the failed Circuit Board on the Ice Maker. For the price of this machine, you'd think it would work for longer than 16 months before breaking. When my husband called to speak with someone at the Sears store, the salesman got very defensive and told my husband, “I’ve been with the company for 31 years and never had a problem dealing with the service department, don’t ever call me again!” The was the end of that conversation. So, my husband resorted to calling the hotline again.
Of course, he was never allowed to speak with anyone in management. The customer service person he spoke with said we should call LG corporation, because the icemaker is an LG part placed in a Kenmore refrigerator. We called the number to LG. They said that Sears should never had given out their number and there wasn’t anything they could do. We needed to go through Sears. We’ve been through hoops trying to get a manager and figure out why a defective part in our machine is a cost we should pay.
The internet doesn’t have nice things to say about Sear’s Customer Service, or this refrigerator. We are tired of the run around and certainly can’t afford to fork out another $350 on a $2500 refrigerator.
By the way, we paid to have it fixed and NOW it's broken again. We were told to fork out another $350 to fix it again. We were also told we should have purchased the extended warranty!