Never Buy Again Any Appliances From Sears!
Home Appliances - Complaint
CALGARY, AB, CANADA, ALASKA -- Our problem started One and a Half year ago when we purchased 4 household appliances brand Kenmore from Sears with an extended 5 years warranty.
Almost 2 months after the purchase, we started witnessing issues with the Dishwasher. It used to stop working, 2 to 3 days at a time then resumes. A service call was logged with Sears and they sent separate technicians for three consecutive times and they couldn't located the source of the problem.We were asking them to send a technician as fast as possible in order to witness the dish washer malfunctioning, but we never got any technician in less than three days.then my husband went to Sears where we bought our appliances and spoke with the floor manager and complained on how the approach for repair was being conducted and clarified how frustrated every body at home were since we are a family of 7 and the amount of dish washing that we had manually to endure while no hope for fixing the appliance was apparent in the horizon.
Thereafter, we were sent a senior technician who was able to successfully diagnose the problem and identified that it has factory problem and requires new one. During his visit, we had him inspect as well the fridge where he found out that the internal back side of the fridge, which was made of plastic, was torn and thus exposing the internals of the back of the fridge. He advised us to request a replacement of the fridge as this damage is not replaceable. Then he called the repair line to report his findings and request a replacement. he was shocked to hear back that this damage is not integral and is considered cosmetic and that they will send somebody to glue the torn part! Months passed after that and a technician never came by to glue the back side of the fridge.
We went later to Sears and bought a brand new dish washer instead of the ailing one we had. We did not get the same level of discount that we got when we bought more than appliance in the past. We also paid for the cost of detaching the old dish washer and connecting the new one. Two weeks later, a porter from Sears was at our door to carry the old dishwasher which he couldn't do since Sears failed to send a technician from a different team who is responsible to disconnect the old dish washer and connect the new one!
Few months later, the dryer stopped working and was issuing a loud noise when activated. After placing a call with Sears repair, they sent me a technician after one and a half month and fixed it. He also gave me some tape to use it on the back panel of the fridge. When I asked him to apply the tape himself, he replied that it is not his job!
Next, was the turn of the dish washer again to break. The rollers of the upper tray were broken, so we couldn't use the upper tray anymore. After bitter discussions on whether this should be under warranty and multiple calls and escalations, we finally got a technician visit scheduled. One month later, the technician came with the wrong parts. We had to wait an additional month and a half until the rollers were ordered and a technician come over to finally fix the rollers. Practically, we were not able to use the dish washer upper tray for a total of three months.
By the time the technician came over to replace the rollers of the dishwasher tray, the dryer started experiencing some malfunction.So, the technician inspected the dryer and diagnosed the problem being with the thermostat and proposed a booking after one month to get it fixed. So, I called Sears Home appliance repair line and complained on the length of wait, and the reply was that they needed three weeks to order and receive the required component.So, I said what should I do for a month until it got fixed and the reply was