Sears - Master Protection Agreement - Don't Buy It
Refrigerator - Complaint
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.