Sears Complaint - The worst EVER! - LG FRIDGE
PEMBROKE PINES, FLORIDA -- I bought an LG Refrigerator on Jan 27 2009. It want bad on Thursday Sept 17th, I called CS on Friday Sept 18th and they told the next available repair appointment was on Monday Sept 21st.
The technician went to my house and said the mother board was not working, he ordered it and the part arrived on Tue Sept 22nd. A different technician went to my house on Wed Sept 23rd to install the part and after he did that he realized the compressor was not working either.
He said he was going to order it. The part was supposed to arrive on Thursday Sept 24th, but it did not. I called on Friday to get information and a representative in CS gave the wrong tracking number, I called again requested the tracking number and again it was a wrong number, this time I was still talking to the person and I explained to her how frustrated I was and she said the best she could do was schedule an appointment for MONDAY the 28th!!!! She transferred me to the Tech Support Dept where William was kind enough to check when the part was supposed to arrive (it is supposed to arrive today)and he said the next available appointment was MONDAY THE 28TH!!! I said I could not afford to be there on MONDAY, first because I can not loose another day at work, second because it is JUST UNBELIEVABLE that I went to Sears because of the GREAT SERVICE and all I am getting is 10 days with no food, 3 days lost at my job - no pay- and a dead end to my problem.
He transferred me to the Escalation Dept, where Rhoda took the call and she said she could not do anything, Saturday was completely booked and there was nobody else on top of her..."this it the higher you can get" I felt she did not try to anything to help me. After, offering me a $50 gift card (which I accepted, even when I am not walking into a Sears Store EVER AGAIN) I explained to her that I did not want to get money out of Sears...all I wanted was my fridge to work and I did not care if they have to pay overtime to some Technician to go there on Saturday but I was sure there was something else that could be done. She finally transferred me to Carlos (according to her Carlos is her Manager Partner or so)He could not do anything for me either and even told me that if I could not be there on Monday the 28Th then they could go on SATURDAY OCTOBER THE 3RD!!! I asked him if that was a joke. I asked him if there was a private service that I could use and Sears could reimburse me, he said there was not such a thing and if I did have somebody else to take a look at it my warranty will be voided. I talked to 4 different people, nobody could give an alternative, I still do not have a fridge and I was threaten with loosing my warranty and I all wanted was my fridge to work.
I was really upset to a point I apologized to every person I talked to because I understood it was not their fault, but it was Sears fault and they have to do something to fix it. The answers I got were: this is the higher you can get, you have to grateful because Sears is giving you a service and "good luck" with you equipment if somebody else repairs it.
This is the WORST customer service experience I have ever had. Nobody could help me, nobody could explain to me why I did not get the part on time, nobody could give me a solution. I understand Sears won't care about loosing a customer, but I will do whatever I have in my power to avoid people to buy ANYTHING there...It is not fair to customers, there is no excuse and "things happens" like Carlos told me IS JUST NOT GOOD ENOUGH TO SOMEBODY THAT HAS BEEN WITHOUT A FRIDGE FOR MORE THAN A WEEK!