Sears - Lack of Warranty Support
Model 72002 - Complaint
HICKSVILLE, NEW YORK -- Our 8 month old refrigerator stopped cooling. Called for warranty service and was told it would be 6 days before they could even show up. When I didn't hear from Sears on the day of the appointment I called inquiring when they would be here. Was told I was mistaken, it would be the following Tuesday, 13 days after making the initial call...13 days to respond to warranty service. And no, I wasn't mistaken.
When I further voiced my disapproval and AGAIN explained to them by 88 y/o mother was just released from the hospital (she has bladder and kidney cancer, only one kidney and leukemia) Sears put me on hold and said someone will here this Friday, only 9 days after placing the call (when I asked to speak w/ a manager I was told there is no one else to speak with). Irregardless of my mother's condition, no consumer should wait 9-13 days for a warranty repair on a refrigerator; we're not talking a washing machine. After placing an on-line complaint I received an e-mail from Sears.
Company Response on :
My name is David with our Sears Social Media Support team. I came across your post and wanted to reach out to you. We’re sorry for the trouble you’ve been going through trying to get the fridge serviced. I know it’s imported to have a working fridge and from what you have written, I see that this situation has been causing you a lot of frustration. We would like the opportunity to get you in touch with a dedicated case manager to discuss this situation and address you concerns. At your convenience, please contact my office via email at firstname.lastname@example.org so we can help. 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 the screen name (yrdbird2) you used to post on this site, for reference to your issue. We apologize once again and look forward to talking to you soon.
Social Media Moderator
Sears Social Media Support