Sears - Does Not Honor Freezer Warranty, Accuses Me of Not Having Item
Major Appliance Repair - Complaint
NEW JERSEY -- I bought a refrigerator last year from Sears with a 1 year warranty, the fridge broke within a year. Called for service, the service person who arrived said the refrigerator was built in 2004 and was not the one I bought at Sears.
I had Sears look it up and send me a copy of the receipt. Sears said that they would not honor the warranty because the fridge was manufactured in 2004. I don't care I bought it within the year with a 1 year warranty|. Their response was that it is too old to be covered under warranty. But I have a receipt and the warranty.
Oh that receipt is not proof you bought the refrigerator. But Sears looked up the receipt and sent it to me. Well that proved nothing, so now I have a $700 paperweight.
Sears contacted me and is going to do NOTHING, ZERO.
A Sears representative called me last night regarding my situation. Nine days ago I tried to have my Sears Gladiator refrigerator serviced under warranty. You can read the details earlier but now let’s review the customer service at Sears.
On July 24th, I was scheduled for in warranty service on my refrigerator and was refused service by the technician. I called Sears customer service and spent close to one and one half hours arguing with customer service at multiple levels trying to have my appliance serviced.
Bottom line, they would not service my refrigerator and Sears ignored (did not return) complaint calls during the next nine days. I posted a complaint online and the same day (practically) Sears responded that they would contact me regarding this issue (again see the post trail).
Well, they contacted me, we agreed that I have no way to prove that the Gladiator refrigerator in my garage is in fact the Gladiator refrigerator listed on the receipt. Sears did offer (for free) to have A&E look at and tell me how much it would cost for me to fix my refrigerator. Huh? So I am no better off than if I call a repairman and ask him how much to fix not under warranty. Additionally, I or my wife would need to spend another day at home to wait for the person. In the interim, I purchased a new freezer and a new dorm fridge to salvage what little I could fit in my neighbor’s freezer. The Customer service representative informed me that there was nothing he could do for me. He might have been able to help had I talked to him when the problem occurred. The problem was that how would I know of this person? I contacted customer service, they ignored my complaints.
I purchased a refrigerator and have a receipt from Sears with a 1 year warranty
I called for service on the refrigerator and A&E came on schedule
A&E claims my refrigerator is not my refrigerator and I am scamming them
I have no way to prove my refrigerator is my refrigerator
I have had to replace my Freezer / Refrigerator at my expense
My Theories (And I invite Sears or anyone else to give me a better explanation)
Sears sold me a refrigerator and refuses to honor the warranty
Sears intentionally sold me a non-warrantable freezer as a warrantable freezer with the intent of never having to service it
Sears unintentionally sold me a non-warrantable freezer as an non-warrantable freezer but will not admit their mistake and leave me with a $700 paperweight and a need to purchase new equipment
SEARS has closed the case. I guess calling me to tell me they are not going to help closes that case.
7:03 PM (13 hours ago)
Thank you for contacting Sears Holdings Corporation Social Media and allowing us the opportunity to address your concern regarding your recent experience. We sincerely apologize for the inconvenience you have experienced and we appreciate the opportunity to assist you.
Please be advised your issue has been addressed and case 6143549 has been closed. If you have any further questions, please feel free to reply to this email or contact us via phone.
Social Media Case Manager
Sears Holdings Corporation
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