Sears Complaint - Sears Should Stand Behind Their Warranty
HACKENSACK, NEW JERSEY -- We bought a Dunkirk steam oil boiler on 9/2004 from Sears. The oil boiler stopped working so we called a technician and he said that it needs to be replaced. I understand that Sears extended warranty expired but the Dunkirk warranty hasn't until 2017. I know Sears is aware of this because there are a lot of complaints about this same issue on the internet but it seems that Sears doesn't even care.
We need Sears to stand behind their products and to stop lying to their customers. I don't have heat in my house and I'm not going to have until Sears come and replace the oil boiler due to the warranty that Dunkirk offered to Sears. I have a daughter with a heart condition called ALCAPA which is very complicated to explain but to save her life she had to go through an open heart surgery and I just pray to God that nothing happen to her while I'm waiting for Sears to replace the unit.
It is ridiculous that we have to call 100 numbers to get nowhere. A technician from Sears came to my house and he wanted $75 for the visit plus $200 just to open the unit. We told him that we were not going to pay anything to him or Sears, that we already paid another person to check on the unit and he said that it was broken. I don't know if the people at Sears are not intelligent or they just think that customers are stupid. We called Dunkirk and gave them the Serial # and they confirmed that it's still under warranty through Sears and Sears are the one responsible to change the unit because we bought from them and not directly to Dunkirk.
I found a email address to the Sears Media Support (email@example.com) sent them an email explaining the situation. First the case manager wanted to help us so much and even she said that she couldn't believe that Sears wanted us to pay around $4,500 to replace the unit (just for labor) so she was going to have an investigation. Sure enough, today we received a call from the case manager saying that she made a mistake and we are not under warranty (ARE YOU KIDDING ME). I don't know what part they don't understand...we know the boiler is still under warranty and they need to resolve this issue to us asap.
I'm tired of Sears and NEVER AGAIN WILL BUY THERE.
We just want the unit to be replaced as soon as possible before it's too late.