Sears Complaint - Kenmore is no longer a reputable name
BALLSTON SPA, NEW YORK -- On November 12, 2006 my husband and I purchased a $1200.00 range from Sears. This was after doing much research via Consumer Reports. The stove was delivered, set up and used for one week before the broiler element "popped" and caught fire while we were broiling a steak. The steak was finished cooking in a toaster oven.
Now, we called Sears and were told that someone would come out to fix the oven but it would not be until after Thanksgiving. Not good enough I told the call center. I was having 12 people over and wanted a new stove. I did not trust having the broiler repaired. Well, the call center person was not helpful, was actually rude and when I asked to speak to his supervisor was told that "she was out to dinner and even if she was there, she would tell me the same thing." Nice. We were persistent and finally ended up talking with the manager of the Wilton Mall Sears who assured us we would get a new stove and it would be delivered before Thanksgiving. A very nice man who was a great help.
Fast forward to November 19, 2007 when my the inner part of the front graduated in size burner decided to crap out. (Do these ovens hate Thanksgiving?) A repair man is coming today and we will see what happens. Here I have spent $1200 on a stove, not to mention all the other Kenmore appliances, Craftsman tools and Sears items that are in my house, and this piece of junk can't last a year without a problem? I will never, never buy an appliance from Sears again. I have the address to the president of Sears office and he and customer service will be getting a letter from me if this problem is not resolved. You know, I would love to know how the appliances that were put in all those "Extreme Makeover: Home Improvement" are doing.
Well, I have more to add to this tale of woe and ineffectual company's. I received a phone call this morning that the repairman would not be here until 2:00 pm (he was supposed to be here between 8 and noon). I hung up and decided that this was unacceptable. I called back and was told that the repairman would phone me back to discuss the issue with me within an hour. Surprise....he didn't phone me. I called again and was told that my appt was changed to 2:00 pm because too many appointments were made for today and I was pushed back. She then told me that I could reschedule for another day. I asked the woman where she was physically located and she said the Phillipines. I said, "It's the day before Thanksgiving!! I need that burner! I know you don't celebrate Thanksgiving and have no idea what the holiday means." She said, "No, but I know about Christmas." Great.... I told her this was unacceptable and she gave me her supervisor - in the U.S.! The supervisor comes on, talks to me and said she will have the repairman call me. Oh, and that the reason he was running late was because the first repair took too long, not because there were too many appointments scheduled. Well, the repairman just called, he's not coming until 2:00 pm and does not have the part for the stove, it has to be ordered.
Sears is a sh** company and I pray to God they go under - it would serve them right. I have half a mind to go into their appliance dept on Black Friday and talk people out of buying their products.
I spoke with the repairman when he arrived. He was not running late because his first appt. ran too long, he was running late because Sears overbooked him and does this all the time. Not just to him but to others as well.