Sears Complaint - Food Loss Reimbursement Warranty - Sears
FAIRFAX, VIRGINIA -- Wow, Sears really sucks the big dog. We had NO FRIDGE for the entire month of May---have you ever been "Amish" before, livin' like that without a FRIDGE?! It ain't fun, lemme tell ya.
They sent some schmuck to fix the dang thing FOUR DIFFERENT TIMES, but he never did fix it. The first time, he just cancelled the appointment a half hour AFTER it was supposed to happen, "due to an emergency" he said. I sat home the whole friggin' DAY waiting for his sorry butt, and he cancelled on us. GRRRRR.
The 2nd time, he showed up but said he had to order a couple of parts. So he did nothing but leave behind 2 screwdrivers. The 3rd time, he showed up on the wrong date, and hey guess what, nobody was home, so we had to reschedule. The 4th time, he showed up, the parts had arrived, but he said he couldn't fix it because 'it had to be unplugged, turned off, and sit for 24 hours.' Why the heck didn't he tell us that the FIRST time?? And why didn't HE unplug it and shut it off?? Friggin' moron.
After that 4th time, I called Sears and lodged a formal complaint. After 4 unsuccessful attempts at repairing an appliance, they are supposed to replace it with a brand new one under the warranty, so that's what I demanded. A few days later, they brought us the new fridge.
However, we are also entitled to food loss reimbursement under the warranty, and they've been jerking me around for the past 3 weeks, telling me they'll call me back, etc., putting me on hold for 45 minutes (that was just this morning, I never did get to a human being). So, I decided, "that's it, I'm gonna raise a ruckus now."
And honey, you'd better believe this feisty girl did just that.
I logged on to http://www.bbb.org/, which is the Better Business Bureau web site. I lodged an official complaint, asking them to resolve it. They emailed me a confirmation number for my complaint, which I then subsequently forwarded to Sears via email, telling them that I am fed up with their lack of service, stalling, and BS games.
We just want the $250 bucks for our food that we lost, (which I might add, doesn't even cover the eating at McDonald's and other restaurants the whole damned month of May because we had no food storage), and we simply want them to honor our warranty.
It's a simple concept. But you can't win a battle of wits with an unarmed corporation apparently.
They claimed that the idiot repairman schmuck was supposed to take down an itemized list of all the food items in the fridge the first time he came out, but he "forgot" and didn't even log in his cancellation due to an "emergency," so they had no record of him even coming out to the house all four times...so they say there WAS no food in our fridge. Ummm, yeah, ok, like we complained and tried to fix an EMPTY fridge FOUR TIMES?? Oh, but they did have it logged on the automated repair schedule for us, all 4 times.
So I said, "Ya know what? Just because you hired a moron who didn't do his job right, does NOT mean I'm gonna get screwed out of my warranty food loss reimbursement, so you tell me exactly how you're going to resolve this situation, and I want it done IMMEDIATELY."
"Well ma'am, we'll have to talk to the repair guy about this and get back to you." I said, "Jog his memory by telling him he had some "emergency" come up and didn't even bother to come to our house the first time, making me waste the entire day waiting for him. That would explain why he didn't log in any information into your system, he was off doing other MORE IMPORTANT things apparently." (I know by telling them this, he got his butt into trouble).
That's as far as it got, until just a few minutes ago---only a few short hours after I sent them my complaint to the Better Business Bureau---my phone rang, and it was a nice man saying, "Yes ma'am, we'll honor the warranty, send us the itemized list and we'll cut you a check immediately."
I have just come back from the fax machine smiling. It just sucks that a customer has to FIGHT for something on a warranty that was PAID for when the first appliance was purchased. I remember when 'the customer was always RIGHT,' and "customer SERVICE" was a way of life. But not anymore.
So, for all the world to see, I say to the cosmos and the universe: NEVER BUY AN APPLIANCE FROM SEARS. And unless you get somebody's BLOOD alongside a signature on any warranty you sign, prepare to have to fight to get it honored from them later on.
NOTE: I just got another email a few minutes ago from the Sears Service Center stating that "they cannot locate any information about our refrigerator repair." The right hand doesn't know what the left hand is doing apparently, so I wrote back and said, "Well that's funny because a guy named Justin just called me to say he's cutting me a check and I faxed him my itemized list of food items just now. I guess HE has access to the information that YOU claim doesn't exist. How is THAT possible I wonder?"
GRRRRRRRRRRRRRR. If that check doesn't get here by next week, I'll have to bite somebody's face off, and trust me, it won't be pretty.