Sears Complaint - Product failure & service delay
WEST JEFFERSON, NORTH CAROLINA -- I purchased a Kenmore freezer in July 2007 with a 1-year warranty. My last Kenmore freezer lasted 30 years without needing a repair, so we followed the advice of financial advisers and did not purchase additional warranty protection.
On returning from a day out of the house on 9/27/07 I heard a loud sound coming from the freezer, and the temperature read 40 degrees! The door was securely closed, I hadn't opened it in a few days, and until now there was no indication of any problem.
I unplugged it, waited a minute, and re-plugged it. The noise stopped and there was just a hum -the compressor didn't appear to be running. On opening the freezer I found many foods were already thawing. It contained the entire summer's garden harvest, as well as a month's supply of meat. I moved the meat to the freezer compartment of the refrigerator, but had no space for all the vegetables and baked goods.I loaded it with Ice and cold-packs from my other freezer, but I had to wait until morning to phone for service. The temperature in the morning was still 40 deg., refrigerator temperature. Everything had thawed, but at least it was still cool so the food could be salvaged with quick service.
At 7:30 AM I phoned Sears' repair service, where perky Michelle informed me that my repair appointment would be 5 days from now! When I objected she said they could put me on a 'wait list' in case there's a cancellation.
I inquired whether, on their 10/4 visit, the repair technician would haul away the then-spoiled harvest of my summer's labor, she sweetly replied that she didn't know, and wished me a nice day!
I had expected that a major supplier of home appliances would have emergency service available for such critical items as refrigerators and freezers. I'm really angry with this situation.