Sears Refrigerators - Page 2

Star Empty star Empty star Empty star Empty star
1.2 out of 5, based on 25 ratings and
99 reviews & complaints.
Dear Valued Customers: My name is Brian and I work for the Sears Cares Executive Escalations team. We want you know we are here for assistance. If you have any questions, concerns, or current problems you are experiencing with Sears please contact my office. We can be reached via email at smadvisor@searshc.com. In your email please include your name, phone number and an outline of your current issue and we will contact you directly. We appreciate your business and we look forward to hearing from you soon.

Most Popular | Newest | More Options >
More filter options:
Poor Customer Service!
Posted by on
HOUSTON, TEXAS -- Friday evening, June 3, my husband and I walked into a local Sears store and purchased a refrigerator. We set up delivery for Monday, June 6. We were told the delivery service would call and set a delivery window as to when they would deliver.

Monday morning, I received a message on my answering machine at 7:30a. m.from the driver of “Appliance Installation” saying he was scheduled to deliver the appliance between 1:00pm and 4:00pm today, for me to please call back and confirm. At 8:00 A.M. I called and confirmed the delivery time of 1:00-4:00 pm to the young man who answered the phone. His response was, “I will call the driver and let him know.” I also called twice more during the day to confirm we were on the schedule for 1:00pm-4:00pm. My sales representative also called me to say he had called the delivery company and confirmed the delivery. At 3:50, I called yet again and was told my 'window' was from 11:00am - 3:00pm and they'd already come and gone! My daughter said they’d left a “sorry we missed you” note on the door. The time on the note was “12:00”. My daughter and son left for lunch from 11:30 – 12:30. The only time they left the house all day!

THIS IS UNACCEPTABLE! What happened to the 1:00-4:00 CONFIRMED TIMESLOT? When I told the delivery dispatcher they had to come back out, I was told, "No Ma'am, he is out of the area and there is no way they are coming back tonight." I contacted my sales representative and he and the Supervisor tried to contact the driver. They left messages, but were never called back. I am not surprised. The error was Sears Delivery Service (most likely a third party delivery they are paying cheap), so they don't care!

I called the delivery service this morning at 7:35am to find out what was going on with the delivery. The driver from yesterday is now saying the time-slot yesterday was scheduled for "between 11:00 - 2:00". When I told him I had his message recorded on my answering service, he changed his story yet again and told me “you never called to confirm the delivery time." When I told him I called at 8:05am to confirm the time, and called to check the status of the delivery at 2:45pm and again at 3:50pm, his last ditch effort to make it appear the customer's fault, was to ask "who did you speak to?" This guy is fabricating from one conversation to the next to cover his errors!

My refrigerator is now on a different driver's truck for delivery between 2:00 - 5:00 today. I had to call them this morning at 7:35am to find out what was going on with my delivery! I know my sales representative called them several times yesterday after the incident, and he was supposed to request first thing in the morning delivery. However, I found out this morning that I am last on the list!

I am angry that I have wait yet another day for my appliance because of an error on the part of Sears Appliance Installation. I am equally furious that people who represent SEARS APPLIANCE INSTALLATION would fabricate and manipulate to make it appear it's the customer's fault when they fail to do their job. I intend to file a formal complaint with Sears and "Appliance Installation", about this driver, his fabrications and the lack of customer support and service!

Sears “Appliance Installation” is the worst in customer service!
     
Read 4 RepliesAdd reply

User Replies:

Anonymous on 2011-06-07:
You will get a " putting myself in your shoes" response from Sears shortly....That should make things better....

Poor service is their motto, wait til you need service on a unit that isn't cooling...I hope you don't expect them to handle the situation in a timely manner....

next time go to a full service appliance store, you will get better service by people that actually appreciate your business...
SearsCare on 2011-06-07:
To kjgo,

I'm so sorry for the multiple issues surrounding the delivery of your refrigerator. At Sears, refrigerators are normally delivered and any issues that result are handled by Sears Home Delivery. It is rare that a third-party company would be used for the installation of a refrigerator; however, if it was then Sears Installation would be responsible. Either way, it is obvious that your situation was not handled properly. Contrary to what was said in the statement above, Sears does appreciate your business and we want to make this right and restore your faith in our company. My name is James and I am part of the Social Media Support Escalations team at Sears. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the refrigerator 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 (kjgo) for reference to your issue and we do look forward to talking to you soon.

Thank you,
James H.
Social Media Moderator
Sears Social Media Support
kjgo on 2012-03-07:
Yes, someone contacted me. A very nice gentleman called several times and assured me that Sears was sympathetic to my concerns and Sears appreciated my business. He talked me into a gift card (sent via email) that I would be able to use either online or in a Sears store.
I have tried to use the card several times online without success.
I tried to use it at a Sears "Parts & Supplies" store this morning but they would not accept it.
I guess they (Sears) got me again!!!!
Brenda on 2012-10-17:
My mom is 88 years old. I have been visiting her to help her with business that needed to be taken care of because of my father's death 6 weeks ago. The hot water heater broke and we have been without hot water for 6 days tomorrow (10/17/2012). When I called I got a call center who spoke English but the accent was so severe I could barely understand them. I told them the problem and they told me I would have a service tech come between 8 a.m. and 5 p.m. on 10/15. I told them I needed it fixed sooner and was told they would contact emergency dispatch and have someone call me when they could come. Nobody called. I called the next day again getting someone I could not fully understand and was told I had been scheduled for the 10/15 and again told
them I needed it fixed sooner. Again I was told they would contact emergency dispatch for them to fix it. On 10/15 the service tech came about 1:15 p.m. and told us it would have to be replaced and it would not cost us anything because of our service agreement. He said a lady would call us in about 5 minutes to confirm and that we would have it installed on 10/16/2012 and the phone rang no sooner than he got that out and it was them and the lady I spoke to in the Iowa center told me she wa sorry that I had been out of hot water for 4 days but wouldmake sure it was installed 10/16 and that I would get a call to confirm the appointment within 2 hours. No call. All the calling has been done by me talking to 7 different people from 4 p.m. 10/15 until 4:30 p.m. 10/16 and still not call or time of when it will be installed. I have heard so many lies about someone will call within 2 hours till I want to ram the clock down someone's throat. I spoke the last time to spacial handling dispatch and was told I had tow choice to wait until I got the call or cancel the installation and go someplace else for the heater. No compassion there. But by the time I got to him my pleasantness was gone and my mood was not happy. I was stern but never cursed him and explained I knew it wasn't his fault but I had been promised installation today and I expected satisfaction. He told me he did not have to listen to me and then told me my options. I just told him I have been put out for 5 days with not hot water to shower and wash dishes. I told him I felt I should be compensated with more than a $25.00 gift card because someone had not followed through. He told me Sears would not give me any compensation of monetary value. I told him I was not interested in any payment just satisfaction and someone to take responsibility for why my heater was not installed as I was promised. He told that he would inform the contractor to contact me to set up a time when it would be done and gave me another number to call to get so called compensation but doubted I would.

Sears is wondering why they are losing business. It is because of things just like this. A person has purchased 10 large dollar items and have them all under the Sears Protection Agreement and has paid thousands of dollars for the agreement which states 24/7 service but yet it is not the 6th day of not hot water and no completion of service. I do think somebody should have to answer for such a screw up. In the day when Sears had their own service techs and delivery and installers the company was great and thrived but because of policy changes they are hardly a company one should deal with...they cannot stand on their promises.

This is so very wrong!!!
Brenda visiting mother in Spartanburg, SC.
Close commentsAdd reply
Excellent Delivery - Again
Posted by on
SACRAMENTO, CALIFORNIA -- In the past two years or so I have ordered (always online, never in the store - perhaps this makes a difference?) and had delivered a convection range, a standard/large refrigerator, a dishwasher, a treadmill and today a mattress. For the most part I have been successful in making each purchase so as to include/take advantage of "free delivery" which is often by way of a rebate and yet I have never noticed a difference in delivery service (e. g., "free delivery vs. paid delivery). Thus far I have not encountered a single delay, unexpected damage/variance nor have I failed to have been informed of a two hour window no later than the evening before. All but one delivery arrived within the first minutes of the scheduled two hour window (today my mattress arrived about 15 minutes early). With two of the deliveries I also had Sears remove the old item - one being the old range and today the old mattress - a "deal" to me for a mere $10 each removal as it would cost me more to have it hauled away and/or be more trouble than the $10 charge.

With each delivery I have found the delivery personnel were polite, professional, attentive and overall precisely what I would expect from a well-run delivery business (from what I can tell, the delivery personnel are likely contracted out as the staff don't always wear a Sears uniform and the trucks don't always say Sears on the sides, but I'm note certain of this point). With each delivery the lead staff person ensured I had a copy of my receipt and always informed me that I would be contacted later on in day by Sears to check on the status of my satisfaction with the delivery process. With all but one delivery I have indeed been contacted and asked several questions (e. g., prompt, polite, professional, helpful etc) and given the opportunity to include my comments and/or ask questions.

Today's delivery, as noted above, was about 15 minutes early (scheduled for 2:00 P.M. - 4:00 p. m.). At approximately 7:15 A.M. this morning I received a call from a Sears representative noting "we have discovered some damage...." and I thought "oh no, here it comes" but the clerk continued with "there are some loose threads..." and in the end she offered to have the delivery made so that I could make a decision of whether or not to keep the mattress based upon my personal inspection. Furthermore, she noted that if I opted to decline the delivery I could cancel the order completely or have Sears reorder and redeliver, without charge of course. In all honesty, I dreaded seeing the "damage" as loose threads soon became "gaping hole" in my vivid imagination. However, the delivery personnel were already aware of the "damage" and pointed out the tiniest of frayed threads on the lower edge of a nonflip mattress - so small was this "damage" that I had to marvel anyone even noticed it in the first place.

I accepted today's delivery (in part because I had already dragged my old mattress to the front door and bid it good riddance in my mind) and was assured the warranty of this rather expensive mattress would not be affected - and I was offered a discount when I called to confirm I accepted the mattress. Granted, the discount wasn't significant, instead it was basically the delivery fee, but I can't help but feel I likely would not have even noticed the "damage" as the mattress was encased in very heavy plastic that was sealed on all sides - I would have had to spend several minutes inspecting every bit of the plastic covering (it was loose-fitting, but very thick and slightly tinted) to have even discovered the "snag" in the plastic that then highlighted the very meager "damage".

When my range was delivered I did not select "installation" as there's so little to "install" on a gas range I expected to do this myself. However, the delivery personnel informed me they hook up a gas range (if already plumbed and/or a replacement of an existing working range) as part of the delivery service. In fact, the lead delivery person took a few minutes to explain the basics of the oven (you'd think an oven was an oven, but he noted the oven would not work if the clock wasn't set and I'm sure I wouldn't have figured that one out given I rarely read the manual to anything!).

When the refrigerator was delivered I didn't have the space for it cleared/ready (in the garage), however the delivery person didn't just leave it with me as I expected, instead he moved it close enough to at least plug it in and verify it was working and that the lights went on, the door closed properly and that all of the "insides" were intact.

When the dishwasher was delivered the delivery staff knew I did not opt for installation and although they were somewhat surprised to find I expected to do the installation myself (it would be my first dishwasher installation, maybe it showed :), the lead delivery person took a moment to write down the main Sears number "just in case you get stuck and want Sears to finish the installation".

So...with so many complaints I have to wonder if the fact that I've only made my purchases via online makes any difference - or, does the fact that my orders are filled from the same warehouse (not sure this is true, but perhaps it's so) make a difference or, do I happen to live in a town (Sacramento) whose Sears stores have fine-tuned delivery to an outstanding level, an anomaly it seems, but welcome. One thing I do know, there is no way I've just been "lucky" as I've made too many large purchases over the past several years and I have not received this kind of steady excellent service from a two other local "big box" stores.
     
Read 0 RepliesAdd reply
Without A Refrigerator For 11 Days!
Posted by on
MASHPEE, MASSACHUSETTS -- Sunday, July 20, 2008 - Called 1-800-4-MY-HOME because the refrigerator was not cooling. Spoke with Kahlan who said he was a Phone Tech. He did some basic troubleshooting (door open, seal OK, raise temperature, etc.). He said a technician would be here on Thursday, July 24, 2008. I objected. Having no refrigerator until Thursday and then possibly facing the need to order parts was unacceptable. I also explained that my husband was having surgery on that day.

Monday, July 21, 2008 - Called 1-800-549-4505, National Customer Relations number I had in my file. Spoke with Edward. We have had many problems with this refrigerator so I have a well-documented history of this appliance. I asked if a technician could troubleshoot the problem with me thereby possibly bringing the part. I was told that was not possible and that the SEARS technician has a small truck. I did, however, get the Thursday appointment rescheduled for Tuesday between 8 AM and noon.

Tuesday, July 22, 2008 - The technician did not arrive until after 1 PM and that is after following up with 1-800-4-MY-HOME to make sure he was coming. We were told he would call and tell us when he’d arrive. That was after 12:00 PM. Had to call back because we did not get a call. He showed up after 1 PM, said it was a diffuser and that he’d order the part. It would arrive Wednesday or Thursday. He said we should call service when the part arrived and ask them to expedite for Friday because of a “no cool”.

I called 1-800-927-7836 for a Rental authorization. I was transferred from one department to another and the average waiting time was between 10 - 20 minutes. I experienced disconnects necessitating callbacks and starting all over again with the history of the case. I was told they do not keep a log of phone calls. Finally I was told the technician had not updated the file yet. I was also told that the technician had to verify the food loss and that he would call us.

In the late afternoon I called 1-800-927-7836 and wound up getting 1-800-4-MY-HOME. They would not give me a number to get through to National Customer Relations. They did agree to transfer me. I spoke with Tom. He explained that under the terms of the agreement I should submit an itemized list of the food loss and we were covered up to $250. He also said we could rent a comparable refrigerator and that SEARS would pay ONLY for the number of days it was needed. He said that as soon as our refrigerator was repaired the rental must be returned. He gave me the name of several rental companies. He also said he would send us a letter with directions about submitting our claims. The letter has not been received as of July 27, 2008. I have email address C5556fl@searshc.com and a fax number 1-888-265-9865. Correspondence should be labeled Attention: Food Loss.

I repeatedly explained that was husband was having surgery on Thursday, July 24, 2008 and asked if there was any way they could expedite the part and the repair. The answer was no. As of now, assuming the part came in, we were scheduled for a Tuesday, July 29 service appointment.

We could not get a rental. Rentals are for a minimum of one month.

Friday, July 25, 2008 - Waiting for the part. We’ve been living out of an ice chest. My husband had his surgery, is home and I’m trying to manage his care. Not having a refrigerator has been a terrible hardship. By early afternoon the part had still not come. I called 1-800-927-7836 and spoke with Megan. She said she had to contact the service unit to find out the status and she would call back. I asked to speak to a supervisor and was told there was no supervisor present.

I did not get a call back. I called 1-800-927-7836 again and spoke with Candy. She said she’d check on the matter and call me back. I asked her to please escalate this matter and was told her computer was frozen and she could not give me an escalation number. She called back while I was on the phone and left a matter or fact message that “the service technician ordered the wrong part and that the part should be to us by Tuesday or Wednesday of next week and I should call the service unit when the part got here”.

I called 1-800-927-7836 and spoke with Michael. He listened and apologized and transferred me to Jess ID #68856. She said she would expedite delivery of the part and we should have it on Monday. She gave me a number to contact her 1-800-690-5650.

Saturday, July 26, 2008 - I called 1-800-690-5650 hoping I could get an appointment for late Monday afternoon. I spoke with Jessica. She could do nothing. Asked to speak to a supervisor and was told no Executive was in. I asked that someone call me back. I did not receive a call back.

Sunday, July 27, 2008 - Sears called in PM. It was a reminder for us to call them when the part comes in.

Monday, July 28, 2008 - Message left on answering machine with a return phone number (800-469-4663). Returned call. It was a reminder for us to call as we are on schedule for Tuesday.

Tuesday, July 28, 2008 - We called Sears to confirm we were on the schedule. We were on the schedule from 1 - 5 PM. Part had NOT arrived. Called Sears to get UPS tracking number for part. Part that I was told was shipped on Friday actually went out Next Day AIR Saver on Monday morning (Tracking Number 1Z AE7 103 13 5945 073 0).

Brian the technician called in AM to check to see if we had the part.
· I called UPS. Next Day AIR Saver provides delivery next day but delivery times are as late as 6:30 PM.
· Brian called again at 4 PM and said he’d call back
· I called 1-800-690-5850 to ask why after all of the inconvenience we’ve experienced they couldn’t at least ship it Overnight Air which would have gotten the part to us by noon. I spoke with Lynn ID#16741. Didn’t know why they ship it that way. Lynn gave me the number for District Customer Relations Repair (978-777-4132). I called and spoke with Paula. She said she’d have Mr. Lowder call tomorrow.
· Brian called at 4:30 PM. Was working away from this geographic area. Would do everything he could to get us on the schedule for tomorrow. He did call back to confirm that we would be on Wednesday’s schedule.

Wednesday, June 30, 2008 - 9:15 AM - Did not get a call confirming appointment for today. Called 1-800-4-MY-HOME. They said they would call the technician and call us back.

10:15 AM - No call back. Called again and they said the call would be sometime between now and 5 PM but could not give a timeframe.

10:45 AM - Called Mr. Lowder (978-777-4132). He said we were on the schedule and it would probably be in the late afternoon around 4 PM. I offered to send him a copy of my log of events. He gave me a fax number 1-978-750-8005.

3:30 PM - Sears Technician (Steve) arrived and replaced the diffuser. At 4:30 PM we checked the temperature and found that the temperature was still at 60-70 degrees. We called 1-800-4-MY-HOME. Warranty repairs will call us back.

No call back. My husband spoke with someone at National Customer Service and they told him that it could take up to 24 hours for the refrigerator to cool. She would put us on the schedule for tomorrow. We should call for a time.

5:00 PM - Called 1-800-549-4505. Miriam said she would transfer me to Rapid Resolution Department. Jerry in Rapid Resolution told me the soonest a technician could come was Saturday, August 2. I vented. He said “having a service agreement does not guarantee when something will be fixed”. He transferred me a “Legal Line” and I left a message.

5:15 PM - I called the 1-800-549-4505 number again. The woman listened, sympathized and said she would pass this onto either the “tech recovery team” at 1-800-435-6065 or “One Source at 1-800-479-6351. Gabe in One Source said I should only call this number and that he had put a message out for the technician (Steve) to call us tonight.

It is unconscionable to leave someone without a refrigerator for weeks. It is even more unconscionable to be inflexible under the circumstances of my husband’s illness. In good faith we purchased a service contract on our major SEARS appliances. It is discourteous to leave people on hold for long periods of time, let them experience disconnects, and be forced to start all over again with their same sad story because cases are not logged.

Most importantly, SEARS has caused my family a huge inconvenience and unnecessary stress. They have also caused me monetary damage because I’ve had to make repeated trips to the supermarket and resort to bringing prepared food in for our meals. They should not be able to sell Service Agreements that will not be fulfilled in a timely manner. It’s one thing to be without a washing machine, or a dishwasher for a week or better. A refrigerator, however, is critical to the health and well being of families.

As of now, this issue is open.



     
Read 6 RepliesAdd reply

User Replies:

Anonymous on 2008-07-31:
I'm not a so called tech , but you didn't mention , if you have a combination , freezer / refrigerator , because
the problem is usually a fan in the freezer compartment.
I will also add that Sears doesn't have control of its suppliers and they can unload all the bad appliances they want onto Sears , and guess who buys them ?
Then you go through the nightmare of trying to get them service , by Sears , inept service people.
It start with the phone call , all the way down to
the person who shows up to your house and completes , the screw up.
BEJ on 2008-07-31:
Our problem was not with a refrig but with our stove. Mother board went out and could not work the oven. Burners would work but need to light them up ourselves. Waiting for initial service call plus time for the part to arrive plus waiting for the technician to come back out amounted to 19 days before our stove was fixed. They are sure not speedy.
Anonymous on 2008-07-31:
Do you have a service contract with Sears,If not why put yourself through the hassle of going with them for repairs?

You should find a local repair company,you will get better service.Most companies(not Sears,Best Buy,or Lowes)will fit a customer in if they have an emergency no cool situation.
Revolution77 on 2008-07-31:
I'll have to agree with SoCalSteve. When the Sears Salesman trys to sell you a REPAIR AGREEMENT...just say no. It's not worth the aggravation dealing with SEARS PARTS AND REPAIR services. This is a very detailed complaint and I can tell you that SEARS is not set up to provide a satisfying customer experience. First of..They sell you a repair agreement just as a way to pad the profit margin at the initial point of sale. Save your money and work with a local repair shop...and that should go with anything that would require a service person to come to your home. You deal with just a handful of people-not even sometimes...and you avoid speaking to someone across the country. As consumers I think we should demand and expect more to the companies we spend our money on...be vigilant. Your dollar is a very powerful thing. If Sears treats you wrong...Take your money elsewhere.
katr on 2008-08-20:
11 days, that's nothing try over 90 days
yep that's what happened to me from a so called
we have to be better we live here appliance company called Manny's located in western mass.

My deepest smypathy to you.
CHICHINURSY on 2008-09-14:
WOW and I thought my saga was bad. Bought a Kenmore refrig/freezer Dec 07 have had the repairman out 3 times, finally was determined that it could not be repaired. Had the unfortunate task of trying to get a replacement. I actually got a replacement 7 days later but the agony of phone call after phone call, constantly being put on hold, only to be told that I would get a call back and never did. An unnecessary trip to the store, so much time and trouble, the last Sears appliance I will ever buy no doubt.
Close commentsAdd reply
Sears will not honor warranty due to my pets!
Posted by on
HOFFMAN ESTATES -- I purchased a refrig. in 2006 from Sears with a 5 year Warranty on Sealed Refrig System. On Feb 4 a tech came out to repair a freon leak (SEALED SYSTEM ISSUE) & add more freon. I have the same problem again, but they refuse to come back out to my house citing "unsanitary work conditions" because I have pet rats (they are in cages, these are fancy rats, pets). The second time they were supposed to come out, someone noted my account that a tech was at my house & rats were running all around & it was unsanitary, ONLY PROBLEM IS, NOBODY ACTUALLY CAME TO MY HOUSE THAT DAY. From then on, I've spoken to Teleservice Customer Solution Dept as well as the International Customer Service Dept. Every time someone has made me another appt, the service unit down in Lakewood, NJ cancels it. They don't even call me when they cancel it, so each day customer service is scheduled, I sit & wait at my house (my daughters have missed preschool, dance & gymnastics on these days). They don't even call me to tell me they cancelled! Nobody in customer service will send out a second person to check out my house even to see that the first tech lied. I even had a sales tech at my house today from Sears to discuss installing central air. When I told him about what was going on w/ them refusing to come to my house because of my pets, he couldn't believe it. Nothing about my house is unsanitary/ unclean! The rats are our pets! This is discrimination & I've been without my refrigerator for 3 weeks now & NOBODY FROM SEARS WILL HELP ME! I've been a LOYAL customer buying my tractor, hotwater heater, water tank, oil furnace, dishwasher, refrig, stove, microwave & THEY PUT THE SIDING ON MY HOUSE & put in a sliding glass door & this is how they treat a loyal customer???? I even spoke to a manager at The Phillipsburg, NJ store, thinking that since this is where a lot of our recent purchases were made she'd do something to help me...even if it was driving to my house to see it's not what the technician said it is. She refused & said there's nothing she could do about it. Apparently there's nothing anyone at Sears can do to help me. This tells me now that I've been blacklisted from service, all of my appliances that came with warranties (oil furnace, hot water heater, etc) or if we have trouble with anything we bought from them they're not going to provide service. This is so unfair & it's discrimination based on the pets I have! And they called my house unsanitary work environment! It's far from that! I have dinner parties at my house, I have play groups here with the moms club where they bring their children here, we have parties here! And they insult me like this. I cannot believe nobody I have spoken to and by now it's been like 30 people can do anything to help me! My case number with them is 3024960 & I hope this complaint goes to a director level within the corporate office...otherwise nothing is going to ever get resolved. This has been going on for THREE WEEKS now I've been without my refrigerator.

The latest conversation with a woman in Teleservice Customer Solution Dept was that The Lakewood service unit has permanently taken me out of their system due to my "RAT INFESTATION"
How's that for customer service?
     
Read 9 RepliesAdd reply

User Replies:

Venice09 on 2010-03-09:
Wow, I don't even know what to say. Lots of people have pet rats. You shouldn't have to defend yourself, your home or your cleanliness. If Sears is never going to send a tech to your house again, I can only imagine how frustrated and disturbed you must be worrying about all your other Sears appliances.

I hope Brian (Sears) sees this and can help you as quickly as possible.

Good review.
Anonymous on 2010-03-09:
Never heard about it with rats, but when I worked for Heilig Myers back in the day we would not deliver to any residence that had pit bulls unless the animal was locked up. In fact, that was one common question that was asked when setting up a delivery.

If the delivery guys got there and the dogs were loose, they would call the customer to put them up.

Good review OP. I wonder what about the rats bothers the tech...
PepperElf on 2010-03-09:
yeah but the rats were in cages

I'm thinking the worker just had rat issues
Anonymous on 2010-03-09:
Are the rats in the kitchen?

Venice09 on 2010-03-09:
MissM, I too was wondering where the rats were when the tech arrived. Maybe they're kept in the kitchen, and it never occurred to the OP to remove them in anticipation of the tech having a problem with it. One might have even gotten loose while the tech was there. I just can't imagine pet rats being described as a rat infestation. It does sound like the tech was just using that as an excuse not to come back.
Soaring Consumer on 2010-03-09:
This sounds like a good case for your local news channel's consumer advocacy segment.
JBard on 2010-03-09:
Because of all of the warranties involved, I think you should call on a lawyer. He can send a registered letter to Sears with any information you want to include about money lost and the cleanliness of your house. This part shouldn't cost too much...THEN you can decide to sue or go to small claims court to get a settlement against Sears. Take pictures of the kitchen, and the general environment to include in the letter. Find people who can attest to the cleanliness of your house. Set a short time limit for Sears to respond, and then get your refrigerator fixed elsewhere. You can't wait forever.
OShay on 2010-03-10:
The rats were in their cages when the tech was there & cages are not in the kitchen. The thing that kills me is that like every single big appliance I own is from Sears...so I think the furnace has a 25 year warranty, not sure about the water tank or hot water heater...I haven't researched yet all of my other appliances. I did contact 7 on your side, from the news, but I haven't heard back from them. Today I will be posting to Rat groups on the net to tell them & I will try to get in touch with some sort of media outlet. Maybe I can write a letter to the editor of a few newspapers. Wouldn't you be embarrassed if this was you they were talking about? My house is SO NOT what they're describing! Even the central airconditioning sales guy that was here yesterday said in all his years working for Sears he's never heard of such thing. You could imagine that I will not be using Sears to do my central air or any furture upgrades to my house if this continues. Imagine what it's like to not have use of your refrigerator for 3 weeks now...
Slimjim on 2010-03-10:
I would agree consulting a lawyer may be prudent. Sure it will cost more initially than just paying someone else to fix the frig, but as said, you have many products that are under warranty that obviously Sears will never come to fix without legal intervention. I'm sure they will find a service center once a lawyer contacts them and you can ask for the councils fees back to resolve the issue completely. Otherwise you go to court with a bunch of trumped up food loss costs as well.
Close commentsAdd reply
Customer Service Sucks Costing Us Huge $$$$
Posted by on
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!” That 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!
     
Read 6 RepliesAdd reply

User Replies:

Ann Margaret on 2008-02-01:
I purchased a refrigerator from Sears a few years back, and I took out the extended warranty. Within the first year three (3) compressors went that had to be replaced. I also had no refrigerator until their order of the new compressor came in. This took a week or better. Each time I put in for my food loss, which I was covered for, they told me I needed something new to prove my losses.

When the compressor went a fourth (4th) time, I contacted their headquarters and got no satisfaction whatsoever. They referred me back to their service department. At this point in time my husband and I went over to the store, where we purchased the refrigerator, and directly to the store manager's office. After all, why not, as his secretary had made many promises to me on this ongoing problem. The secretary became very upset that I walked into her office unannounced, and we had a few words due to this. The store manager came out, and said that if I didn't leave he would call security and have me removed from the store. I told him to go ahead and call security, as I would call the police, and press charges and call the newspapers to report how they treat their customers. He did call security on me.

Little did the store manager know, but we knew the security director of this store. When he showed up he spoke on our behalf, and told the manager that we are quiet people, and must have been pushed too far. The store manager then spoke with us. When he heard what we were put through, and having a 4th compressor go on us, he immediately had the floor model cleaned up and brought to our house. They put the old refrigerator outside and left it there. A new refrigerator was ordered for us, and delivered in three (3) days, and I was left with two refrigerators outside of my back door. I had to call them up to come and get them, as they never called me during the two weeks these refrigerators sat outside. I was also reimbursed for the loss of my food for the four (4) times the compressor went down. The new refrigerator worked well with no problems for several years.

My advice is to go and speak to the store manager about your problem, because he is the person who can help resolve any and all problems. Good luck.

Aerocave on 2008-02-01:
I had a problem with a Kenmore refrigerator after about 2 1/2 years...a relay went out, causing a food loss of about $300, my kitchen floor was ruined, and the part to fix was about $300...I contacted the Sears location where I purchased it from, talked to the General Manager, calmly explained the situation, made it a point of the several appliances I had purchased from Sears in the past 3 years, and he reimbursed me to fix it. I realize Sears has a bad reputation, but I have always had good luck with their products (except that one time) and their employees.
Slimjim on 2008-02-01:
Well you certainly can't blame LG or the salesman for telling you it's not their concern. Regardless who sources the part(s), once Sears puts their name on it, it's their baby only.
Justusryan on 2008-02-01:
Wouldn't the world be perfect if we could all get things for free after a stated warranty expired?
Rachael1978 on 2008-02-13:
You know - it's poor customer service that makes a company go down hill! Thanks for the warning!
imp3400 on 2013-03-21:
You are right their customer service sucks. They do damage to your home in the $1000+ range give you the "we are sorry" and offer you 20% coupon good off your next purchase. I had this happen to me.
Close commentsAdd reply
Food Loss Reimbursement Warranty - Sears
Posted by on
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, let me 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 going to 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 going to 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.
     
Read 17 RepliesAdd reply

User Replies:

Anonymous on 2007-06-13:
Seems you're standing your ground
MRM on 2007-06-13:
You go, girlfriend! When nothing gets done, handle yo business!
One-Eyed Willie on 2007-06-13:
Plus you got the two screwdrivers he left behind for free. Good job T-Rox.
Pomona Guy on 2007-06-13:
$250 is a lot of food. Are you a big woman?
Anonymous on 2007-06-13:
Pomona Guy, now what have I told you about posting that kind of stuff when I'm sipping a drink?!?
Anonymous on 2007-06-13:
LOL...Me too!!!

My poor computer monitor!
TowandaRox on 2007-06-14:
Mr. Pomona Guy, you're a hoot...but for 3 grown adults, $250 split 3 ways is NOT a lot of food. You must not have read it all or you would have realized there are 3 of us in the house using the fridge. I'm quite the sexy beast actually, and modest too...but thanks for asking!
ThecustomerisNOTalwaysright on 2007-06-22:
I'm Amish and I have a fridge. When ours went out, I called Sears very politely, and they came and fixed it the next day. I guess you do catch more flies with honey than with salt. Sounds like you got exactly what you asked for.
SearsSucks on 2013-06-24:
Looks like the Sears Mole is posting as an Amish person. I've had a similar experience.
SearsCare on 2013-06-26:
SearsSucks,
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. We are truly sorry for the troubles you have experienced with your refrigerator. We realize how important it is to have a working refrigerator in your home, as it stores your food, drinks and medicines. We do our best to make every service interaction both positive and memorable for our customers, and we do apologize for falling short of that mark in this instance. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss your 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 refrigerator is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (SearsSucks) 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
Sears is a joke on 2013-08-29:
OMG, I totally know what you are going through. We bought all our appliances from Sears along with the master protection plan. Sears and the repair service plan is a complete joke. the fridge I have is a replacement fridge for the one I originally bought from Sears. only a year later, it broke and Sears was unable to fix it. So they offered to replace it. This replacement was more expensive, so I paid for the difference. It is now a year old, and it too has lots of issues. this Saturday will be my 4th appointment since July for them to come look at it. lots of spoiled food, and I just now was told about the food reimbursement policy. if its anything like the service we've had the last 2.5 years since buying their products and service agreements, I know it will be a waste of time. Last year we went 6 weeks without a stove because that's how long it took Sears to fix my stove under the master protection plan. The We are selling our house next year just in time for the warranties to end and I'll be so glad to leave the worthless appliances behind with the house and buy all new appliances again, but definitely not from Sears ever again. Fingers crossed this next repair technician doesn't "no show" like one of the previous ones a few weeks ago, or called from a blocked number to tell me to call him back asap or I'd have to re-schedule because he was already 5 hours late past the 4 hour window I was given. because I would hate to be passed around by "dispute managers" over and over again being told "its just too bad, there is nothing they can do" and blame it on their local dispatch offices for supplying poor quality technicians. And don't get me started on their now "non-existent" Sears portrait studios. Its a wonder they closed down.
Sears Cares on 2013-08-29:
Sears is a joke,
My name is Liz and I am with the Sears Social Media Support team. We are so sorry to hear of the frustrations you have encountered with your refrigerator. We can certainly understand how important it is to have a working refrigerator in your home. We would like to assist you any way we can, in resolving this situation to your satisfaction and as quickly as possible. At your earliest convenience please send the following information – contact #, screen name (Sears is a joke), phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for any troubles we have caused and we look forward to speaking with you.


Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
Price on 2013-09-13:
I called Sears repair today because of a faulty plug that is not sending juice to the fridge. They calmly gave me an appointment 12 days away. I said what am I to do about my food and why did someone not tell me when I purchased that expensive warranty that emergencies would be handled in about two weeks? Short answer, they have no appointments but if a cancellation comes up they will call. I said, bad answer. I called the office of the Chairman at their headquarters, I got a customer service rep that said they would try to expedite for the next day or so, but again no guarantee. Sears just lost a nearly 30 year customer. I was actually taking a 90 year old uncle to buy a new fridge tomorrow, but we will go to Home Depot or Lowes. Home Depot has cheaper warranties. Nobody could be offering worse service then Sears. Their excuse we are booked, it is a busy time for refrig repair. My response, you are likely understaff but you definitely do not have a contingency plant to service emergencies.
SearsCare on 2013-09-13:
Price,

We apologize for the trouble you’re having with your refrigerator. My name is David with our Sears Social Media Support team. I can understand you being frustrated having to wait for a repair. We would like to have a case manager discuss this situation and assist in addressing your concern. At your convenience, please contact my office via email at smadvisor@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the fridge 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 (Price) you used to post on this site, for reference to your issue. We look forward to speaking with you soon.

David W.
Social Media Moderator
Sears Social Media Support
shirley daricek on 2013-12-03:
had same experience with sear , same appl . refrigator. called repair service went out nov28, send someone to repair dec9, how do u do without fridge, then they will come in ,look at it and order parts, what's wrong with Sears , used to be good company to buy from , now act as though not interested in customers,
SearsCares on 2013-12-03:
Dear shirley daricek,

Thank you for taking the time to post about your issue, and we apologize for the troubles you had with your refrigerator. My name is Edwin and I’m with the Sears Cares Social Media Support team. We would like the opportunity to talk to you about this matter and provide any further assistance if needed. Please send the following information – contact #, screen name (shirley daricek) phone # used at time of purchase to smadvisor@searshc.com. We look forward to speaking with you soon.

Thank you,
Edwin C.
Social Media Moderator
Sears Social Media Support
Julie on 2014-01-31:
Crazy! My story is the same as yours. Went without a fridge for 6 weeks. Spent more time on the phone than I can imagine. Serviceman left our house saying...there are no guarantees! Finally filed a claim with Better Business Bureau and within three days I have a new fridge ordered and it will be delivered next week. Have not filed my food loss claim yet. I think I will do it now before I close my claim with BBB. Kudos to BBB! They did awesome work. I feel your pain. How many more of us are out there.....at the mercy of Sears!
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Terrible Service on Extended Refrigerator Warranty
Posted by on
Rating: 1/51
LITTLETON, COLORADO -- Two years into an expensive three year extended warranty, top of the line Samsung French Door refrigerator began freezing food in the refrigerator section. Called Sears Warranty. Set a service appointment. OK so far. Wait for the 1/2 day window. No one shows or calls. Call Sears. They know nothing. After much pressure and confusion, they give me a phone number of All Appliance Service. I call. Lady says, oh, glad you called. All Sears gave us was your name. Really, I said- no phone, address, etc. Nope- just your name. Did not know how to reach you.

OK- so here is my info- send a guy! Guy finally comes out. Has NO idea why he is there or what he is to be servicing. Looks in my refrigerator. Hems and haa's and decides I have too much food in there! WTF? Too much food? It has always had that much food, as have all my refrigerators. Oh, yeah, that's your problem. I argue. He leaves.

OK, so I move stuff around and take out stuff. Freezing continues. Big surprise.

Three week later, refrigerator quits working, Big surprise. Call Sears. Dumb B___h named Shay sets me an appointment for two days away. I stress how badly the last event went. she promises to be better. She tells me the same idiot will be my tech. No options.

I call All Appliance the next day. Zip and nada is what they have on the appointment, Big surprise. Call Sears back. They tell me I am confirmed for an appointment ONE WEEK FROM NOW! WTF?
I have no refrigerator!!!! Do you really think a week is OK? Well sir, BS BS. Hung up on me. I call back. Ask for supervisor. They put me on hold and hang up. I call back and ask for a supervisor, They put me on hold and another unsuspecting lady picks up and I go nuts. She puts me on hold and says she can't send me to a supervisor. Doesn't know how. She says she will have route manager call me and will alert my Preferred Vendor! NO- All Appliance is NOT my preferred anything. 'Says here it is, sir!'

She finally admits they are 'overflow' backup. I am still waiting for the route manager, and I do not know if I have an appointment.
I will NEVER buy anything from Sears again. I have always supported them as they are veteran friendly. Done with them. This is a company on the way out.
Company Response :
Dear 50250,
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. We are truly sorry for the troubles you have experienced with your refrigerator repair. We realize how important it is to have a working refrigerator in your home, as it stores your food, drinks and medicines. We do our best to make every service interaction both positive and memorable for our customers, and we do apologize for falling short of that mark in this instance. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss your experience and make things 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 the best contact phone number or the number to which the refrigerator is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (50250) 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
     
Read 4 RepliesAdd reply

User Replies:

mennalil on 2013-07-23:
Similar experience for me. The fact that their "customer support" lines hang up on customers, repeatedly, is quite amazing. Sears has truly turned into an awful company. I will NEVER, EVER purchase any appliance or anything else from them again.
Sears Cares on 2013-07-23:
Mennalil,
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. We are truly sorry for the level of customer service you have received. We do our best to make every service interaction both positive and memorable for our customers, and we do apologize for falling short of that mark in this instance. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss your 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 your appliance is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (mennalil) 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
50250 on 2013-07-25:
This was my review- follow up- I reached out to the 'dedicated case manager'. 2 days later- no reply.
mr g on 2013-08-16:
Samsung ref freezer stopped working in June
service rep came,but bfore he came he ordered 5 parts never looked or asked.replaced parts frig. ran for about 3 days. came again in two wks. replaced parts.came again in 2wks.replace same parts came again in 2wks replace parts
came again yup replace same part, Sears couldn't care less about us,all I hear is I understand.right!!! last call was told to pick a new one out for same price,we did called Sears, yes we have a freezer,but... no we don't was told we have to have 4 service calls for the same problem,we only have 2 on the great Sears plan, other 4 service calls were under Samsung plan. so now we have had no freezer for almost 60days.these Sears clowns never called to tell us that we couldn't have a new one.then was told the service guy would be there in 12 days. Sears please just make this right and get out of our lives forever. PLEASE
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Sears Will Not Repair My Brand New Refrigerator
Posted by on
Rating: 1/51
COVINGTON, VIRGINIA -- I purchased a brand new Samsung refrigerator from Sears in Covington Virginia on July 5, 2012. I picked it up and installed it myself. When I got the refrigerator home I took the plastic rap off and opened the doors. There was no paper work, no water line fitting and it was missing 2 bins on the refrigerator door. I went back to the store the next day and I was given a water line fitting and was told that they would order the bins for my door, which as of today I have not received. I installed the unit and I had to eliminate the extra ground prong on the power cord because my receptacles do not have the 3rd hole for the prong. I got everything hooked up, everything works with the exception of the ice dispenser. The ice maker makes ice but the motor that turns the auger does nothing. I called Sears service and a serviceman came to my home and checked it out and said it needed a new circuit board. He ordered it and it was sent to my home. He came Monday - July 23,2012 and started to repair it and then said that my warranty has been voided because the prong on the power cord was missing. I happen to know that the extra safety prong has nothing to do with the operation of the unit. It is there as a safety ground to protect someone from being shocked in the event that the main ground would fail. He said that I was just stuck with - too bad. I am very upset to say the least. I spent 939.00 for a new refrigerator that came with no paper work - no water line fitting - 2 bins missing from the door and a ice dispenser that does not work. I am 61 years old and have shopped at Sears my entire adult life but after this I will never darken the doors of their stores and I am also contacting an attorney. I don't care what is cost and I don't care if I Win or lose, I am going to pursue this with everything I have. I was very nice about not having the paper work, fitting and the 2 bins but when they refuse to fix a brand new unit that is where I draw the line. Look it up on the net about the round safety plug and every site will say the same thing, that the round safety plug has no effect on the operation of appliances. Talking about scam artist - Sears has to be the best - Instead of satisfaction guaranteed it is buy it and screw you.
     
Read 12 RepliesAdd reply

User Replies:

jktshff1 on 2012-07-25:
Sorry, got to go with Sores on this. A 3 prong outlet can be purchased for under 5 bucks. I had to replace all mine last te I moved...@ 35 yrs ago
Old Timer on 2012-07-25:
Electrical 101, ground everything you plug or wire into the house, inside and out. On your sensitive stuff like PC's and TV's you should have them grounded as well as on surge suppressors. That ground wire is there to protect you, the appliance and your home. Never try to bypass what it is supposed to do. Hope it all works out for you OK.
trmn8r on 2012-07-25:
Hmm. Was this a demo unit? I am shocked, so to speak, that the owner's manual and installation instructions were not included, as well as bins.

As to cutting off the ground prong - not good. They may prevail in the argument that this voids the warranty. This could compromise the unit's ability to withstand a lightning strike without harming some its electronics. In the old days, and I'm speaking 40 years ago, we used to cut those off. Since then I always use and adapter if the receptacle is two prong.

In the other hand, if you use one of these adapters, it would have the same effect. But cutting it off proves the unit was not properly grounded when you were using it.
madconsumer on 2012-07-25:
no need to be-little the poster over their electrical knowledge.

very helpful review and voted as such!!
Nohandle on 2012-07-25:
I am not an electrician by a long shot but have great respect for electricity after receiving a free home permanent at a fuse box (electrical panel) once. It will make a believer out of you. I don't take short cuts of any nature when it comes to electricity. Had Sears delivered your appliance I expect they would have told you to get an electrician over there first. I don't think they would have cut a prong off.

Did you bring your appliance home in a factory sealed box? I note you mentioned plastic wrap and wanted to make certain I didn't miss anything. It might in fact have been a floor model that parts had been removed from..manual, bins etc.
Anonymous on 2012-07-25:
I would contact the BBB also they helped me a few times.
jktshff1 on 2012-07-25:
I would highly recommend that the op replace the plug. No one has been- littled the poster. People are pointing out a mistake on the op's part in order to assist. A mistake was made and pointed out. The mistake done could result in fire, loss of property and/or life. In addition local building codes may have been violated.
copper_works_ on 2012-07-25:
In the fine print that you sign at Sears to activate the warranty, I do believe it states the warranty is void if the product is tampered with.
andrew4ceo on 2012-07-25:
contact ripoffreport. They helped me get a new item replaced free of charge.
Karnamay on 2012-07-25:
I had the same issue with our new samsung refrigerator from Sears. Sears was very professional and acted promptly to help us. Unfortunately the sub-contractor hired to replace the master board were difficult to deal with. The part was ordered and within a week the repairman phoned to say the part was in but would not set a date. After 3 weeks of waiting for an appointment and numerous phone calls we contacted Sears. Fortunately Sears was able to get the company out to help us within a week. We made a formal complaint to Sears over this incompetent repair company. They would not give us a name nor was there a company name on their truck. The receipt was written on a plain piece of paper.
CowboyFan on 2012-07-26:
The refrigerator needed a new circuit board. Taking the ground prong off the plug, meant there was no ground for excess electricity to run off of the machine. The absence of that prong could have caused the damage to the circuit board, e.g. lightning, power surge, etc. A google search showed "Ungrounded outlets are outlets lacking a ground wire to protect you from electric shock. A ground wire provides a safe path away from you back into the ground if there is a short. Grounding also protects appliances from electrical damage. This is why many appliances have a three prong plug."

Having changed the electrics on the refrigerator, the OP may have caused the very problems about which he complains. Sears is right to not have repaired it.
SearsCare on 2012-07-26:
Hello rw2851,
My name is Dianne and I am part of the Sears Social Media Escalations team. I am very concerned about what I have read here. Please accept our apologies for the problems you are experiencing with your refrigerator. I came across your post and I wanted to reach out and offer our assistance with this unfortunate situation. We are sorry to hear that your refrigerator repair was not completed due to a missing prong. At Sears, we pride ourselves on making sure our valued customers are satisfied with our products and services. Sears Social Media Escalations Team is 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 contact our office via email at SMAdvisor@searshc.com and a dedicated case manager will contact you. In the email, please provide a contact phone number and the phone number given at the time of purchase for the refrigerator (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (rw2851) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Dianne D.
Social Media Moderator
Sears Social Media Support
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Unreliable and Dishonest
Posted by on
Rating: 1/51
HONOLULU, HAWAII -- I had a scheduled appointment to repair my refrigerator. I took a half day off to wait for the window of repair for the morning. My first call was in the morning to redo. Firmed my appointment since I had not heard from them. They assured me that the appointment would happen. I called an hour later to check on the appointment and was told that they would contact the service person. They came back on the line and said the service person was on his way. An hour later I again called and said not one arrived. Again putting me in hold to call the service person to check the status. They came back on the line and again was assured that he was on his way. The 4th call another hour later. They again put me on hold came back on the line and said that the service person came and left because no one was home and that they left a message on my door.

I told them that was impossible as I had been waiting now for over 4 hours and calling every hour to be told they were on their way and now told that they came and left? Besides that there was no note on my door and additionally I live in a secured condominium and the service person would not be able to get through the security door without calling me first. They apologized and said that the appointment had been rescheduled to another day a couple of weeks later. I told them that was not acceptable and besides the date they rescheduled it for would not work for me as I would be traveling and so he looked for another date which was going to be a month later!!!!!!

Now after checking various sites and reading other reviews of Sears service that my case is not an isolated one and that there continues to be bad experiences. I guess Sears feels that they are large enough that these kinds of incidences don't concern them and is in the long run not going to affect their bottom line. It's sad to know that they can continue this kind of mentality. What can consumers do? Why are they allowed to continue giving this kind of service with no consequences?
     
Read 3 RepliesAdd reply

User Replies:

tnchuck100 on 2012-05-20:
Welcome to the Sears of today. Many, many others have experienced the frustration of dealing with Sears repair. Your assessment is quite accurate, Sears does feel they are large enough to disregard the people that got them there.
trmn8r on 2012-05-21:
They can continue to operate this way for only so long. The problem is, that is several years.
Searcares on 2012-05-22:
To: JapTop808,

My name is Dianne and I am part of the Sears Cares escalations team. I can understand your frustration on this matter of your refrigerator, and our inability to get service to your home. We do not like to see things like this happen your time is valuable. I cannot imagine what is going on with the service unit and we most definitely want to know more about it. This is totally unacceptable, and for that I want to apologize. Since apologies don’t resolve your problems, at your convenience, please contact my office at smsupport@searshc.com so that we can help. Please provide a contact phone number and the phone number the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. In addition, please provide the screen name (JapTop808) for reference to this issue, and we do look forward to talking to you soon.
Thank you,

Dianne D..
Social Media Moderator
Sears Social Media Support
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Home Delivery is a Joke
Posted by on
Rating: 1/51
JACKSON, MICHIGAN -- The experience I've received from Sears today has motivated me to tell as many people that will listen... If you use Sears Home Delivery (and I've learned my lesson and never will again... )please make sure you first clarify what "SET UP & PUT IN PLACE" means to Sears!

Set up and put in place is what my receipt says and if I knew it meant a contracted, incompetent and rude delivery driver would want to 'deliver' my refrigerator (that I paid for in JANUARY, and still awaiting delivery in April) by only taking it off the truck and leaving it at the curb in the "11 minutes" he stated he had slotted for my stop.... I WOULDN'T HAVE BOUGHT THE REFRIGERATOR or the oven or the microwave or the range hood or the dishwasher or the garbage disposal in the first place. What a joke. I took the afternoon off work to meet THEIR schedule after multiple delays, back orders and reschedules on the refrigerator. It's now 5:16 pm on April 12, I'm STILL on hold with Sears waiting for a 'Supervisor' (so far, 1:03:49 min for this call -- yes, now over an hour) VERY, VERY DISAPPOINTING ... Joke is on me and it'll be on you if you do the same. Beware!
     
Read 10 RepliesAdd reply

User Replies:

Margaret Rutherford. on 2012-04-12:
Did you sign for it while it was on the curb? Or did you refuse and have them take it back? I'd cancel the whole order.
Bill on 2012-04-12:
I predict it will not be long before Sears joins the ash heap of once great companies that have died.

Sears was a good, respected company until the 90's.
idontthinkso on 2012-04-13:
The company known as SEARS was sold many years ago. It was sold several times after that. The corporate entity that controls the name has no interest in customer service, the history of the brand or anything other than riding out the last amounts of blood from this horse. SEARS is not in business any more.
SearsCare on 2012-04-16:
Dear blynngleeson,

My name is Stephanie L. and I am with the Sears Social Media Escalations team and we just came across your post. Please accept our apologies for the manner in which the delivery of your refrigerator was handled. We understand our delivery team is a on a schedule, however if the receipt did reflect a setup, this should have taken place. We appreciate your patronage and would like to speak with you about your experience. At your convenience please contact our office via email at smsupport@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 refrigerator 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 blynngleeson 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
madconsumer on 2012-04-20:
thank you searscare for assisting with consumer issues on our site. I know consumers appreciate it.
trmn8r on 2012-05-16:
The company rep is also a member, so you need to respect them as well. You may have missed the memo, but we were specifically informed of this a few months ago.
idontthinkso on 2012-05-16:
Meh.. same ol same ol
madconsumer on 2012-05-16:
very helpful comment 8r!!
madconsumer on 2012-05-16:
8r not feeling the love?
jktshff1 on 2012-05-16:
Be sure to let is known if shears helps
Close commentsAdd reply
Top of Page | Next Page >