Sears Complaint - Sears refuses to service TV under warranty
PANAMA CITY, FLORIDA -- This is regarding a serious issue I am having with Sears. I purchased a 51” Hitachi HDTV on May 26, 2006. I called in March of 2007 for service. The first time Sears came out to service the TV the technician told us that he did not know how to work on this type of TV and that it was not capable of handling the signal from HD or DVD. So he left not fixing the problem. I then called Hitachi since it was less then a year old. I was informed by Hitachi that since it was purchased at Sears there was nothing they could do because when Sears buys them to resell the buy out the warranty as well. So I called Sears back this time contacting their corporate office and they schedule another appointment for April 17 for a technician to come out to repair this time sending a technician from Dothan, AL. The second tech came and spent 2 hours adjusting everything and we got a good picture. The tech then left and we turned off the TV to have dinner. After dinner we turned the TV on to watch a movie and it was back to the way it looked before the second technician came out but slightly worse. We called Sears corporate again and were informed that we had to have another technician come out and that when he got here before he did anything to tell them to call the Stack department. They also said that they were going to have the TV replaced but for in order to do this it was the main reason why a third visit by a technician was needed so he can talked to them and do this. So on April 30 Sears sent a tech again and it was the same tech they sent on April 2 and we told him that he had to call the Stack department and he told us that they were stupid and he wouldn’t do that. Also said that in order to have it replaced had it to be 4 times. Well, this is not the case because that only applies under Sears’s 5 years extended warranty service which was purchased at the time of the tv was purchased. In this case the 5 year extended warranty is not being used since the television is not even 1 year old. So we called Sears corporate back with the tech here and we tried telling the tech about all the problems with the TV and he said he wasn’t going to fix it and got in his van and was on his cell phone so I called Sears to find out what was going on and they asked to talk to the tech and then who ever the tech was talking asked to speak with us and this went on for about 30 minutes. Then the tech hung up and said they were working on a replacement and he was waiting for a call back then his phone rang and we were all waiting. Then a Sheriff Officer showed up and said he was called because we wouldn’t let the tech leave. Like we told the officer he was in the van with his phone plugged in to the charge talking with us and Sears on the phone and at no time did he say he wanted out of the gate. I have dogs that run in my yard I am not going to leave my gate open not knowing that he is leaving or not since it had been 30 minutes and he was still their going back and forth with us on the phone. The officer was told the only thing he had to do was say he wanted to pull out, he never did. Then we call Sears corporate back to find out what is going on and where told that they would no longer service anything at this address. So now they wasted a month of our time getting the run around and still have not fixed the problem and are now refusing to service the TV because they said we wouldn’t let the tech leave. I am not a mind reader so if he doesn’t tell us he wants out of the gate I am not opening the gate and risking my dogs to run out why he sits in the van and deals with us and Sears on both my home phone and his cell phone. So now I have a nonworking TV and Sears will not fix it, but they expect to receive payment even though they breached their contract for service. Right now I am to the point that I don’t even want the product any longer I just want Sears to pick up their product and credit back their credit card for the charges and then they can keep their accounts because I want no further business with them. This shows me how bad they have become since Kmart purchased them. I have done business with Sears in the past and have had their card for long, but they are no longer a company that cares about their customers.
On an additional note, today May 1, 2007 we went by the local Sears store and asked to speak with a manager in which we informed of the situation. When they called the Stack department they were told the same thing and that they weren’t going to do anything else further. In addition were told that Sears had cancelled the lawn equipment maintenance agreement that was recently renewed through them and paid in full. So now on top of refusing to service the TV now they are also refusing to service everything else at my address. I don’t think that is right and also very unprofessional.
In conclusion, after all this and especially now I want Sears to come and pick up the TV and credit back the credit card. This way I will go somewhere else and purchase another TV. I know for a fact that I will never do business with Sears again and I will let everyone else I know about this and not to do business with them as well so they can avoid something like this or even worst.