Sears Informative - Will not honour warranty servicing
TIMMINS -- I bought a fridge from Sears in January of this year. By May, the knocking noise it made was so loud and often that I sometimes awoke at night thinking that someone was pounding at my front door. I contacted the Sears Customer Service number at 800-265-3675 at the end of May. They told me that the repair service in my area of Northern Ontario was contracted out and that they would put in a request for the contractor to contact me. I phoned the number again ten days later to complain that things were no better and that I had not been contacted. I was assured that the contractor would contact me in a couple of days.
In mid-June I sent an email to Sears Customer Service again requesting that someone contact me to service the fridge. I received an immediate reply asking for my name and telephone number, which were both clearly listed at the end of my original email. I resent the information, including the serial and model numbers of the item in question. I also phoned the 800 number again and was told yet again that the contractor would be calling me in a couple of days. I was told that since I had already called several times, that I would be placed on a priority list.
When the contractor did finally call in early July, he informed me that Sears refrigerators should come with a Woody Woodpecker sticker as they all knock. He further informed me that this was because they used so little Freon, for environmental reasons, and that they also used underpowered compressors. He claimed that my best bet was to place the fridge between some cabinets to muffle the sound. He also said that there was nothing he could do about it, and that I would just have to learn to live with the noise. He specifically said that Sears refrigerators were garbage.
On July 9th, I sent a synopsis of my conversation with the contractor to Sears customer service and requested that the fridge be replaced if it could not be serviced. I received an immediate reply that my case would be referred to Corporate customer service.
Ten days later on July 19th, I received an email from Corporate customer service saying that they could not locate my file, would I please send them the phone number used at the time of purchase. Even though every customer service rep I talked to was able to call up the purchase details using the appliance serial number, Corporate customer service was unable (or simply unwilling?!?) to use that same number to call up the file. So on July 20th, I resent all of the information from the first email I had sent, including my wife’s name, our address, phone number, and the serial number of the appliance.
I sent more emails on August 5th. One to Product Repair – In Home that I found on the Amercian Sears site, which came back as “Unfortunately, we are unable to provide the information you requested”. They are obviously not interested in forwarding it or me on to anyplace that can actually provide me with assistance. And I also sent another email to Sears Canada Customer Service, which sent me back a response saying “Thank you for your recent email. It has been added to previous correspondence dealing with this issue and will be addressed by one of our Corporate Customer Service associates.” Since it takes Corporate customer service anywhere from 10 days to infinity to respond, I doubt I will see anything arise from that complaint either. Unfortunately, there are no avenues to complain about poor service on neither the Canadian nor American websites for Sears.
I have waited two months during which I have called Sears six times and emailed an equal number of times. I have decided to send this synopsis to as many blogs, msg boards and discussion groups as I can find to alert others to this untenable situation. I feel that Sears had defrauded me by refusing to service their appliances despite the claim that we have a warranty.
We have six or sever major appliances that we purchased from Sears, many of them with extended warranties. These warranties are obviously worthless since Sears cannot or will not service appliances in Northern Ontario. I have forwarded this message to as many people as I can at Sears in the hope that someone will take responsibility for this problem and get it solved. If they cannot honour their warranty by servicing the appliance, then simply replace the product. And stop taking people’s money for extended warranties when you cannot even provide service on the regular warranty.