Sears-Kenmore Complaint - Sears-Kenmore Bad Customer Service

Review by mythoughts on 2011-05-23
CALIFORNIA -- Elderly family member purchased a Kenmore Refrigerator and it is a LEMON, has been from day one. Even though the warranty has expired, they should repair the same recurring ongoing issue that was a problem during the warranty period. The problem was never repaired and now want to charge for what should have been repaired under warranty. SEARS/KENMORE definitely does not stand by their product or their customer. What a waste of money. I would never buy a KENMORE product or recommend one.

Customer Service Reps are rude and not helpful. Unbelievable that such a well known brand could be so disappointing and hires completely unprofessional employees.
Comments:2 Replies - Latest reply on 2011-05-25
Posted by Alain on 2011-05-24:
You can relate your poor experience to Sears via smsupport@searshc.com and see what type of response they give you. You may also want to tell them you are spreading the word about this problem to other consumers.
Posted by SearsCare on 2011-05-25:
To mythoughts,

My name is Greg and I'm part of the Sears Cares Escalation team. I found your post here and wanted to reach out to you and offer assistance. I'm terribly sorry for the frustration with the ongoing issues with your family member’s refrigerator. Unfortunately anything manufactured does have a chance of failing. This is why Sears offers extended care warranties once the manufacturer’s warranty ends so that in the event it does develop problems, we can cover the service at no cost to you. No retail organization (or manufacturer) can guarantee the item you purchase will not fail. All this being said we do value you as a customer and would like to see how we can help with this unfortunate situation.
We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the refrigerator was purchased under (if different than your contact number) and we will contact you directly. Also, in your email please provide the screen name (mythoughts) for reference to your issue. We look forward to talking to you soon.

Thank you,
Greg G.
Social Media Moderator
Sears Social Media Support

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