Sears Complaint - SEARS SHOCKER! - Sears Products, Customer Service & Reliability
LEWISVILLE, TEXAS -- My husband & I purchased a Kenmore (made by Whirlpool) refrigerator model # 51569 from Sears in March 2003. Two months later (May) we had a problem with the icemaker. I was very upset that we were having a problem so soon and alarms were going off in my head. I spoke with Manny and Joe at the store to see about my 100% satisfaction guarantee and return the refrigerator. Manny and Joe at the store refused to take it back and said I would have to talk to service. Marla at Sears Service said if it happened four times Sears would return my money. That sounded good to me. I agreed to have a Sears Service tech. come out and fix it.
Four months later (July) the icemaker stopped making ice. I spoke with Tiffany at Sears Service and she told me to speak with the store about returning the refrigerator. I spoke with DeWayne & Billy (Managers) at the store. They reassured me that it could be fixed and told me if it happened again they would take care of me. The Sears Service tech came out and replaced the whole icemaker.
Eighteen months later (September) the icemaker stopped making ice again! My husband and I talked to Kelly at Vista Ridge Sears (where we purchased the refrigerator) and she said we would have to go through Sears Service to get an authorization code to have the refrigerator replaced. There was nothing they could do there at the store. Sears Service said that we would have to talk to the manager of the store to return the refrigerator. We called DeWayne and spoke with him (Billy no longer works there) after several conversations he said all he could do was waive the $55 trip charge. We found out that our refrigerator is no longer covered under the manufacturers one-year warranty and they do not want to take the refrigerator back. DeWayne cannot remember our conversation back in July. I called Sears corporate office and am told by Jamie Williams that there is nothing they can do since the manufacturers warranty is up and she threw into our conversation that “Sears is a billion dollar company”. What does that mean?! They don’t care about my complaint? I asked her “What about the 100% satisfaction guarantee? And what about my calls in May and July wanting them to return the refrigerator then?” She says that I should have called her then and said it states on the back of my receipt that is only good until the manufacturers warranty is up and as a consumer, I should have purchased the protection agreement and Sears could have helped me then. I asked her about what Marla said back in May about if I had four problems that Sears would refund my money or return the refrigerator. She said that is incorrect. Sears won’t do that after a year. I wasn’t told that! I had my husband fax me a copy of our receipt and it did not state what Jamie said. It states:
“SATISFACTION GUARANTEED OR YOUR MONEY BACK
We hope that you are completely satisfied with your purchase. If for any reason you are not satisfied, simply return your purchase with your receipt, within a reasonable period of time from the date of purchase, for a full refund or exchange.
If you are not satisfied with your purchase after a reasonable period of time, please let us know. We want to make an adjustment that you will consider fair.”
I called the corporate offices back. This time I get Kevin who is nice, understanding and he wants to help me resolve this issue. He gets the store’s General Manager’s name - Michael McNulty. Kevin e-mails him about my situation and tells me that when he hears from him he will let me know. In the meantime it looks good that I am being cooperative with Sears and having a technician look at the icemaker the next day.
The next day the Sears tech (#919 - Leon) comes out and looks at the icemaker. I told him before he even walked into our house that he was here to look at it and tell me what the problem was. He took the icemaker apart and tested the control board. Leon tells me that I need a new control board and that it would be about $250.03 (without the trip charge). I try to get someone on the phone in the other room and see how they want to resolve this issue. I do not want to pay that! I am unable to get anyone (Kevin or Michael) on the phone so I tell him to give me the problem in writing. He prints out a receipt that is an estimate, gives it to me and leaves. My husband comes home and looks at the refrigerator's control panel. There is a tiny piece of wadded up something in there. I get it out and it is a piece of the top of my receipt that Leon gave me! Fits like a puzzle. The icemaker begins to work again. I don’t know what he did, but he fixed it and then sabotaged it to get $250.03 from us! The control panel is fine. I told Evette at Sears Corporate, Charles, the Sears Service Supervisor and the Technical Supervisor, Matt Stevens about what happened and they do not believe me. After some investigation (look at URL's below) I believe that they don't care because they want their technicians to up-sell customers. They are a very unethical company.
After all of this fiasco, I no longer want to deal with Sears. I know there will be another problem with the icemaker and I want Sears to buy the refrigerator back. They probably won't, so I thought I would warn everyone that reads this. Two weeks later, we are still waiting to hear back from Sears.
More proof that Sears is horrible when it comes to customer service, satisfaction, and reliability. This URL is just for refrigerators, when you open it (or cut and paste) look to the right there are other depts./appliances listed.
I also know about how Sears harasses you if you don't purchase a Maintenance Agreement (happened to me and a friend) - read about Maintenance Agreements by a Sears employee:
Unethical Practices - SEARS WILL PAY MORE THAN $625,000 TO THOUSANDS OF NJ CONSUMERS (DEFRAUDED CUSTOMERS)
My friend's identity was stolen right after opening a Sears card. We were charged twice from National Tire & Battery (was owned by Sears)...check out this guys resume at Sears regarding a FRAUD RING @ SEARS: