Sears Master Protection Consumer Reviews - Page 3

KIRKLAND, WASHINGTON -- I am an EXTREMELY UNHAPPY customer living a HORRIBLE SERVICE SITUATION that sadly continues on. Our problems began on 1/30/2013. I came downstairs that morning and our fridge that we have had for only a few years had stopped working sometime in the night. All food was spoiled. My husband called the service number and we were given an appointment date on 2/6/2013 -- A GUARANTEED ONE WEEK OF NO WORKING FRIDGE.

The service technician arrived, made an assessment and then insisted on ordering the part as an emergency, which we appreciated. He was rescheduled to come back to our home on 2/13/2013. ANOTHER WEEK OF NO WORKING FRIDGE. But, he also said that if the part arrived sooner than that, call in and he could come earlier. We did call in, and no, they were not able to have him come earlier. Clearly there isn't a policy for moving waiting customers forward in the queue.

So, on 2/13/2013 the second technician arrived. He installed the part, but then made the assessment that a second part was needed to fix the fridge because it still didn't work. He ordered that second part while still in our home. It also was ordered as an emergency, with our next service date scheduled for 2/18/2013.

On 2/17/2013 my husband received an automated call with a message to call Sears. Our service appointment had been cancelled because the part had not arrived. Our next service date was scheduled for 2/22/2013. NOW WE ARE OVER 3 WEEKS WITHOUT A WORKING FRIDGE. And again, he received an automated call on 2/21/2013 that the part had still not arrived, so our service appointment was cancelled again.

By this time, our family of 5 had had it. I took my three children out of town just so we could have a working fridge. With all the service appointments scheduled, we expected to come home to a working fridge. However, that was not to be. We have now been talking with the Sears Repair Active Solutions group. Unfortunately, their record keeping is not good. We have talked with **, none of which knew our story or had the correct dates and actions in their records, so we have had to enlighten them each time.

When I have asked to escalate the call, each one told us that they were the ones who make the decisions and wouldn't transfer us to a higher decision making authority, stonewalling us each time. I believe their department is a black hole with no way of escalating.

On 2/22/2013, that group suggested that we rent a refrigerator and that they will reimburse us for the cost while our refrigerator is not working. First of all, why didn't they mention that a lot earlier? And second, our local rental companies only rent month to month. Since we are already approaching 4 weeks with this service issue, I am optimistic that this refrigerator situation will be resolved within the next month, so I'll be stuck with part of the rental bill. And third, the rental company can't deliver anything to us until the middle of next week, so what's the point?

We also have $250 food spoilage coverage. Great. However, we don't receive that money until the fridge is fixed. And what about the groceries that I cannot buy right now and the added expense of eating out or shopping daily since we can't save anything? $250 doesn't make a dent into our food elevated bill these last several weeks. And then there is that we have been told by two of the service reps ** - that GE has reported that they don't have the part needed and it is back ordered indefinitely. If that is true, why on earth is Sears forcing us to endure this pain? They could instead simply move ahead with the replacement fridge and be done with us.

I am a very patient person, I teach middle school - but I have reached my breaking point. I am done being patient. I am no longer giving Sears the benefit of the doubt. I have come to realize that sadly there is no one easily contactable who has any power to deal with our situation, which at this point is simply getting a replacement fridge. So, while we continue to be stonewalled and will have to endure this process to get the replacement in the end, we have contacted our attorney. My husband is a social media expert and will be doing damage to Sears' reputation.

This is what this service process has reduced us to, which in the end is simply telling the truth about our bad experience. Sears has lost us as a future customer as well as the many, many others that my husband and I will reach.

HOFFEMAN ESTATES, ILLINOIS -- I am appalled by the lack of customer service at Sears from the local store to the representatives over the phone and managers from the executive office. I spoke to a case manager by the name of ** who for starters barely speaks English. He is the rudest person I've spoken to in the last month from Sears. This case manager not only falsified his remarks in regards to my dealings with the 3 technicians that came out to my house and left me with broken appliances still and tried to persuade me to pay for services that weren't rendered.

He also bluntly told me that my service wasn't important and that he has better things to do. I spoke to a Supervisor by the name Alicia who promised she would call me back and now she is unavailable at all times. Now they are giving me more of a run around. Voice mails... "she's not available right now..." Just the worst EVER! I bought a full high end (SUPPOSEDLY) laundry appliances less than a year ago and is still under the manufacture warranty as well as the extended service plan. The appliances were over $2,000 was all Kenmore. It has taken Sears so far over 4 weeks and I still do not have a repaired washer and dryer.

I've spent hours on the phone with them trying to get a simple repair. I was promised numerous times that someone would call me back within a certain amount of time and not once did they ever do so. They are the most incompetent people ever. First they sent a repair guy out and he couldn't even figure out how to turn the washer and dryer on to see if it worked. After I showed him how to do that, he said 'yes, washer and dryer doesn't work". He said he had to order parts and that I would have to pay for them and the travel expense.

I declined not to order the parts because washer/dryer is covered under warranty. The technician became angry and demanding I had ask the gentlemen to leave. After many more hours, (I'm serious about that, hours!!) of phone calls and unfulfilled promises later to the national headquarters and I'm still without working appliances. I feel that I've made a legitimate complaint to Sears about the conduct of a Sears employees via phone and that was dispatched to my home to perform maintenance on my washer and dryer and they still display lack of responsiveness and lack of accountability.

Today is October 12, 2012 and here I am still fighting with Sears for justice. After months of leaving messages waiting for the supervisor ** to call me back I finally was able to speak to her on today which she acted like to have no memory of our original conversation. ** was supposed to be researching and attempting to collect the receipt for my purchase.

When I asked ** if she could tell me what resource she done and what location she attempted to contact (even though the warehouse/Outlet) is closed, she provided me with a number and said she do not know what store that number is for. Bottom line she has not attempted to verify any information or assist me. When I cough her in her lie she begin to get angry and started to repeat things about the technician coming out. Sears is a freaking joke and I am not stopping.

LADSON, SOUTH CAROLINA -- This is a copy of the letter I am sending to W. Bruce Johnson, CEO of Sears:
I am writing to you in the hopes that you will rectify an ongoing problem I have with your company. I have been a loyal Sears customer for many years, but I am so disappointed in the way my situation has been handled that I have serious reservations about any future purchases.

I purchased a 37" Sylvania TV/DVD combo, model number LD370ss8 on 1/10/08. At that time I also purchased your 3 year Master Protection Agreement. The total cost for these 2 items was $1300.73. In February of this year the DVD player component ceased to function. When you attempted to play a DVD, the unit would make a loud cracking noise and the whole thing would shut off. At this time, I am still attempting to get my unit fixed.

These are the steps I have taken, and the results so far: (1) Last of February, 1st call to Sears, scheduled repair for 3/12/09 which was first available date; (2) Repairman ** makes service call on 3/12/09, diagnoses problem to be defective DVD player, tells me he must order part and reschedule service call to install part. Part will be shipped to me via UPS. Cost under protection agreement on service receipt listed as $192.00 for labor, $ 217.31 for parts. Service call rescheduled for 3/26/09, first available date.

(3) I cannot be here for 3/26/09 repair, so I call service department to reschedule appointment, appointment rescheduled for 3/31/09 between 8am-5pm; (4) On 3/31/09 I wait all day for repairman, at 3:30pm my husband receives call at work that repairman is overbooked and cannot make this day's appointment. Call is rescheduled for the following Thursday 04/09/09, first available date. Repairman ** tells my husband that we will be his first appointment on 04-09-09 due to the inconvenience of having waited in vain for him on 3/31/09.

(5) On 04/09/09 I wait for repairman to arrive. At 11:00am, I call Sears repair line to inquire about service call, since we were told we would be first on his schedule and were expecting him around 8:00am. I am told that we are scheduled for an 8:00am-5:00pm appointment, and they have no idea what time he will get to me. I call the repairman's cell phone number that he gave me on his prior visit, and he rearranged his schedule to get to me as soon as possible. He tells me that he had requested me to be his first visit of the day, but was ignored. He reaches my house at approximately 1:00pm.

After replacing the DVD player with the new one, the unit still does not work. He decides that the replacement unit is also defective, and in addition, now thinks that there is a power source problem, so he also orders a replacement for the power supply. Cost under protection agreement on service receipt listed as $192.00 labor and $ 499.79 for parts. Repairman ** now tells me that he placed a rush on the parts order and reschedules the appointment for 04/16/09. He tells me that when the parts arrive I can call him and he will work me into his schedule sooner than 04/16/09.

(6) On 04/15/09 I call Sears Repair because the rush ordered parts have not arrived yet. They check with UPS and discover that the delivery is not scheduled until 04/17/09, so the service call has to once again be rescheduled. I request an early morning appointment so I will not have to once again waste all day waiting for a repairman. I am told that the only appointments are 8:00am-5:00pm, but that they will put on the paperwork that I request a morning call. The earliest available appointment is 04/21/09.

(7) On 04/17/09 the parts arrive, the box flaps are half open and the 2 boxes containing parts are very smashed. When I call Sears I am told that we'll just have to see if they work when the repairman arrives; (8) On 04/20/09 I receive a computerized confirmation call for my 04/21/09 service between 1:00pm-5:00pm. This after I specifically requested a morning appointment.

(9) At 11:00am today, 04/21/09, the repairman called my husband at work to let him know that we were his first afternoon call and that he would be here at 1:00pm. At 2:00pm, when he still has not arrived, I call Sears Repair and speak with **. After explaining my frustration with this process and trying to find out when the repairman is coming, ** apologized for the poor service I have received, offers to forward the matter to his supervisor and request a call back for me. He also tells me during this call that if the matter is not resolved during this repair call, under my Master Protection Agreement, I am entitled to receive a replacement TV/DVD combo.

(10) At 3:00pm today, 04/21/09, having still not received my service call, or the promised call back from ** supervisor, I go online and find the phone number for your National Customer Relations department. I call this number, 1-800-659-7077, and speak with **. ** also apologizes for the poor service, looks on his schedule and tells me the repairman has entered his approximate time of arrival as 3:20pm. After I explain my frustrations to him, he looks at the records and also states that if the service is no completed today, we will be eligible for a replacement TV/DVD combo.

(11) At 3:30pm the repairman, **, calls to tell me that he will be at my house within 30-45 minutes. He arrives at 4:15pm. After replacing both parts on the machine, neither works. He now also thinks that there are other problems with the set, including the ribbon connections. I inform him that 2 customer service representatives told me that if the set could not be fixed today, we would qualify for a replacement, and he calls into that department.

They tell him that they will call me to handle the issue in a few minutes, he gives me a receipt showing that the problem still is not fixed, with a list of all the parts he now thinks would need to be ordered in order to fix the set. He does not order them because I have been told that we would receive a replacement TV/DVD if he couldn't fix it today. He leaves. The receipt he gives me lists the cost of today's labor as $192.00, needed parts cost as $591.54.

(12) About 15 minutes after the repairman leaves, ** calls from One Source (?) and tells me that we do not qualify for a replacement, we'll have to schedule yet another repair call. I explain to her that I was told by not one, but two different reps that we qualified for a replacement TV/DVD if the problem could not be fixed today, and that the repairman didn't ever bother to order more parts for this reason. She became very rude, told he that she could find no record of my speaking to ANYONE, and we weren't getting a new TV.

At this point, I asked to speak to her supervisor. She refused, stating that a supervisor would tell me the exact same thing. I told her that I didn't care, I wanted to speak to a supervisor anyway, that I wasn't going to argue with her. She finally put me on hold to see if she could find a supervisor.

After being on hold 10 minutes with no further communication, I dialed the number to the National Customer Relations center on my other phone. I tried to reach **, the man I spoke with earlier, but could not reach him. The gentleman I spoke with transferred me to another department which he thought could be more help, One Source. This time I reached someone named **, who, after looking up my records informed me that I was absolutely correct, I did qualify for a replacement TV/DVD combo.

After speaking with her for several minutes, ** finally came back on my other line to inform me that she had located a supervisor. At that time ** came on the line, and I asked ** to hold while I spoke with **. I told ** that I had another person from her department on my other line, and that she had affirmed what I had been telling everyone, that I was eligible for a replacement set. ** proceeds to tell me that ** is mistaken, and that I do not qualify.

At this point I put ** on hold, go back to **, explain to her what is being said, and then she says that she guesses she was wrong, and I'd do better to deal with **. So I go back to ** and explain the whole situation to her. ** tells me that the repairman hasn't been specific enough about the problems in his notes, they have to determine that it is more cost effective to replace the set than to repair it, etc. etc.

I gave Tricia a list of the costs so far according to the receipts I've been given, and the projected costs of the parts the repairman estimates that he would need for another repair call. Total projected parts and labor come to $1344.64, to fix a TV/DVD combo that cost $1300.73 including the price of the 3 year service agreement and tax.

Now I ask you, does this seem cost effective to you? This doesn't even include time I have spent waiting for the repairman, and rescheduling service calls, and speaking with representatives on the phone, all to no avail. I tried to explain this to **, but I was wasting my effort. Her only suggestion was a reschedule of the service call for tomorrow. Once again, she could not guarantee me a time only that it would be between 1:00pm-5:00pm.

What exactly he is supposed to do at this service call is beyond me. He has ordered no parts to try again to repair this set, but for some reason I have to sit here and wait for him again tomorrow. I guarantee I can tell you what will happen at that time. At that time he will tell me that he has to order new parts, and we'll need to schedule another call.

Can you please explain to me how this makes sense? Are you so anxious to lose your customers that you're trying your best to drive them crazy? Is this how you would like to be treated? Your staff is inept, dishonest, and completely useless. I see now why Sears is a brand that will soon go the way of bankruptcy. Have you taken a look online lately to see what your customers are saying about your company? I suggest you take a look at the following websites:

www.consumeraffairs.com
www.complaintsboard.com/bycompany
www.my3cents.com
www.epinions.com

There are many, many others as well. At these sites you will find page after page of disgruntled customers who have purchased defective items, especially appliances and electronics, and have received horrible service from your repair department. Maybe the best course of action for those of us who can't seem to get the service we paid extra to get is to file a class action lawsuit against your company. I would be willing to bet that it wouldn't take much effort to find people willing to do this, or law firms willing to help. Maybe you think that would be the best use of your profits, defending yours company in court or paying out a ridiculous settlement to the lawyers?

AUSTIN, TEXAS -- What a nightmare to deal with these guys? They are a total bunch of idiots running a scam in the name of Sears Master Protection. MA team, Delivery team, Offline team, and warehouse team. They keep playing games with customers until you get frustrated and stop calling them. I am waiting for my replacement fridge for 7 months now and before that, there was a 2 month of fix/repair trials on the existing Kenmore(LG) fridge. I am glad this is going bankrupt as many Americans don't waste their valuable life with these suckers.. Complete waster of time.

FRESNO, CALIFORNIA -- Bought the Master Protection Agreement form Sears for my Kitchen Aid refrigerator, start having problem with the unit and the problem began with customer service, the technician had came several times, change almost all parts from the refrigerator (ice maker (x2), cables, panels, compressor and much more) too many visits and the problems continue. SOOO FRUSTRATED!!!

TAMPA, FLORIDA -- We have maintained the warranty on this unit for almost 20 years. The coils deteriorated and Sears could not get new ones because the unit is so old they are no longer available. So, they said there was pet hair on the coils, so that constituted abuse, so they would not honor the warranty. We had the unit serviced every year and changed the filter monthly. We did everything we could to maintain it. But they blame the homeowner instead of honoring the warranty we had paid for since 1998.

PEORIA, ARIZONA -- I bought a Kenmore Elite Refrigerator - Freezer in Late 2015 with a $700 protection plan. Unit went out on December 3, 2017. Couldn't get a service appointment until December 9th - Repair needs parts. Here we are on January 3, 2018 and still no parts! Several calls to service center and NO answers!

LAS VEGAS, NEVADA -- It's the most atrocious company on the planet! I stupidly signed up for the Home Warranty. It has been nothing short of disastrous, from dealing with their inept technicians to trying to deal with their clueless and apathetic customer service reps. Horrible, reprehensible, inept, the list of negatives could go on forever. Do NOT ever think about dealing with this horrible company. Besides, they will go BK at any moment now, deservedly so! For the sake of brevity, I won't recount the number of time that I interacted with these sloths. Nothing but aggravation... You've been warned!

GLENDALE, CALIFORNIA -- I bought a Sears Master Protection Agreement for my TV which I had bought four years ago. I told the representative who I was speaking to that my TV had a problem and they told me that if I bought the Master Protection Agreement they would fix it for me. A technician came to my house two weeks later and informed me that the TV was not fixable and left.

I then called Sears and a customer service representative told me that since it was not fixable that they would replace it. I called the next day wanting to know when I was going to get my new TV and I was informed that they had cancelled my Master Protection Agreement without my consent because they were not allowed to sell it to me in the first place, because they aren't supposed to sell warranties on products that already have a problem. They could have called me the next day and let me know that my plan was being cancelled instead I had to find out for myself two weeks when the technician came.

I need my TV replaced as that is part of the protection agreement that I signed up for. If they weren't supposed to sell it to me than they should have let me know that in advance or at least the next day. After spending three days talking to incompetent employees and managers one of who is **, who either put me on hold or just hung up on me, I was told that there was nothing they could do about it.

What kind of service is Sears providing? If the employees aren't knowledgeable about what they are offering then they shouldn't provide it. I have emailed my complaint to CNN and posted it many consumer websites to let others know that Sears is a very fraudulent and deceitful company and the only service they provide is lying to their customers. The bottom line is that I bought this plan so that they could fix my TV, their associate told me that if it's not fixable then Sears would replace it. I need my TV replaced as soon as possible.

Bought our fridge at our local Sears because ours went kaput. My husband was home when this happened (works on the road) and had to drive 8 hours to his job the next day. So, against my better judgment, we went to the place to buy. We bought the floor model (desperate) and was not offered any discount. They don't even keep the boxes to their floor models! So they poorly plastic wrapped the fridge and we left. We also bought their "Master Protection Agreement." My husband and I moved the fridge in and set it up. My husband left. After 4 hours it just didn't seem like it was cool enough yet.

I called their service # on paperwork and they told me because we installed it I had to contact the store I bought it from. It was Sunday and they were closed. I figured it out and it was left in demo mode. Now it is a 1 1/2 years later and yesterday morning my daughter tells me the fridge has no lights or water. Just dead. Plugged into an outlet that we knew for sure worked and nothing. Got my Agreement out and made the phone call. 20 DAYS BEFORE ANYONE CAN GET HERE TO LOOK AT IT!!! I paid 329.99 for this agreement and that's all you can do? I contacted them on their website last night and I sent them an email.

They don't have a tech that services our area. I told them this is unacceptable and that if it takes 20 days for someone to get here then it would be cheaper for them to give me a new fridge. Well today Sears left me an interesting message. Message is that they sent out the part for my fridge and I should give it to the tech on the 20th. Funny how they seem to know what the problem is when no one has even looked at it yet. I told them to contact Best Buy for techs, because they have NEVER made me wait for appliances to be fixed and their issues were way minor compared to this! I will not be buying another anything from Sears.