Sears - Executive Blue Ribbon Services
Kenmore Elite Refrigerator - Complaint
TORRINGTON, CONNECTICUT -- We bought a $2,450.00 Kenmore Elite [LG] fridge 5 years ago and proceeded in the next 4 years and 9 months to have 8+ services calls for various issues totaling almost another $1,000.00 over the initial cost. The final straw was when the tech said that the recent failure was not repairable. I wrote a note to Sears Cares on a consumer website which resulted in a call from a Sears representative from the Executive Blue Ribbon Services Department [BRS]. We were offered a 30% discount on the purchase of a replacement fridge [any brand name] from the Sears store. We bought a Whirlpool for $1,019.99 on sale and with a discount for using our Sears credit card. We were told by the Sears BRS representative that the receipt was not entered correctly by the sales clerk so they consider us paying only $919.19 and will give us the 30% discount on that amount. I told her that was not correct and she said that the computer was down and she will have to call me back. We have had the fridge since 10/5/12 [27 days ago] and in that time I have called our BRS representative 5 times without any call back. In that 27 day time frame I have received 4 calls from 4 different 'associates' telling me to call my case manager to get the rebate process started! These are the calls that are not returned. The most recent 'associate' was very rude and told me in no uncertain terms that the discount would be against $919 and not $1019. I asked to speak to her supervisor and she refused to connect me! She said she didn't have a supervisor and when I said 'who do you report to?' she said 'I report to work'. Huh?? I think that this phone calling is a game they play to get people disgusted and give up. That is the last thing I will buy from any Sears store. When this store goes out of business I will not be surprised! What a disgrace. Mr. Sears and Mr. Roebuck are turning in their graves! This is not the store they started.
****THIS IS AN UPDATE 11/14/12
The day I posted the above complaint I received a call from my case worker, Michelle!! After 6 call requests and no call back she finally called that day!! What a coincidence!! Her voice mail message states she works until 5:30 PM and she called at 7:30 PM so I guess she really wanted to talk to me [ha, ha]. She said that she would start the rebate process and someone from Sears would call me within 5 days. Surprise, surprise....it's been 12 working days and NO ONE HAS CALLED!! I've called her once with no call back. This whole thing has been going on for 2 months now. What a disgrace.