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Barbara of New Port Richey FL (10/15/08)
We had a Refrigerator delivered by Sears. The men scratched the doors and the door handle falls off. He said he would call it in and a rep would contact us within 1 hour..which.never happened. I finally got through to someone named Jack who instead of telling me a new refrigerator would be delivered ...promptly, offered me a bottle of touch up paint and a gift certificate for 50. After I became incensed, he made an appointment to replace the refrigerator. What in God's name happened to the Sears we used to know. This is not good.
delivery was made this afternoon....refrigerator which was scratched in few places bottom door is not secured on properly Peter of San Diego, CA October 10, 2008
Peter of San Diego CA (10/10/08)
As a maintenance supervisor in a senior apartment building I have been purchasing Kenmore refrigerators from Sears. In the past month I have purchased seven Mdl 564.62042100 four of which have had to either be repaired or, in one case, returned. After numerous phone calls to Sears together with experiencing tremendous amount of inconvenience, especially to our elderly residents, I have found out that a great many of these refrigerators have been manufactured with a badly designed fan motor. Sears are not willing to admit this and refuse to exchange the affected units.
I would like to advise the public not to buy this refrigerator. (I believe a Sanyo mdl SR1030 also uses the same fan motor). I would appreciate your assistance in getting this information out to the public Thank you,
Extreme inconvenience, food loss, frustration when dealing with Sears Service Dept Tabitha of Graham, NC September 24, 2008
Tabitha of Graham NC (09/24/08)
I purchased a new refrigerator from sears four months ago. Two days ago it went out completely. they were not even going to send a tech out until a week from yesterday. After many calls and much complaining I was finally able to get my local store manager to have someone come out today. Only to find out it would be a week before it could be repaired. I have tried and tried to get a return authorization. I have heard everything from we could issue an authorization under extreme circumstances but not to me. Never mind I have two small children to feed and no food now.
One associate at the warranty center told me that every one there was a manger when I asked to speak to her manager. Another told me I was covered for the food loss only to find out that after calling the number shge gave me I am not covered. I was finally offered a dorm size fridge as a loaner but it was on the third day after everything was ruined. Another associate at the warranty center had the nerve to tell me that if it had happened only a month before that I could have exchanged it with no issue. During the first call I was told it would be one week before anyone would even come and look at it, so I called back and told them this would not work I have to feed my children. He out me on hold and after 5 minutes got back on and told me someone would be out that day between 1-5 after waiting until 5 and not hearing anything I calle dback and was told that there is not record of anyone telling me this.
When I called back to complain about the associate giving me false info about food reimbursement I was told there was no record of that. I bought a new refigerator had I known it was defective I would not have bought it, had I knownw I was going to have so much issue if something went wrong I would not have purchased form Sears and had I been told in the begingin that if something happened and my food was lost i would not have been compensated i would have bought the extended sevice plan.
I am stuck with no food or milk in my home for my two children a four year old and 11 month old. I have a pounding headache and have become physically sick to my stomach over the whole situation. Michael of Reseda, CA September 23, 2008
Michael of Reseda CA (09/23/08)
I have been a Sears customer for in excess of 35 years. My wife and Ibought a refrigerator/freezer around ten years ago and kept under warranty all those years. We needed warranty service for a leak that turned out to be a leak in the water dispensing function. A technician was dispatched on 9/17. He determined that there was a part needed, OK< no problem. However, the next morning my wife discovered that everything in the freezer had thawed and the refrigerator was getting warm. We have an infirm mother-in-law, a small child and my wife and myself in the house. My mother-in-law has meds that need to be refrigerated.
I contacted Sears and because the ticket was opened for the leak they basically would not come out on an emergency basis to repair the outage. They said they would not come out until the scheduled time to repair the water dispenser, which is on September 30. That is 15 days without arefrigerator, living out of 2 coolers. I said I would get it repaired by a third party and was told that they would not reimurse me even though they declined to send someone out. THey had also given me the impression that they would not reimburse our food loss even thoough the warranty specifys up to 250.00 is reimbursed.
I believe this is a failure to provide the specified and implied services in a timely matter to satisfy the consumer need. Sears does not seem to care about the customer and this is apparent in their loss of customers. Loss of in excess of 250.00 in food, potential loss of meds if not kept cold. Ruth of Covina, CA September 22, 2008
Ruth of Covina CA (09/22/08)
I began calling in June to alert the service department that my refrigerator was not cooling. I spent the entire day waiting only to find out they went to the wrong house. So, I get re-scheduled for the following week. (this was Sears error not the customer). The service center sent a repair man to my home the following week. I told him that my refrigerator was not cooling and it was going on and off. The repairman decided to order a compressor to rectify the problem. The compressor arrived a week later and again I was scheduled for the following week to have this installed. During this time my refrigerator is getting cold and hot so I'm loosing food.
The repair man comes on the date stated and he decides because the refrigerator is cold that it was not the compressor it is just ice build up in the freezer blocking the air to the refrigerator. The following week I call again that my refrigerator is not working again it gets cold and hot. I asked if they could send someone when the the refrigerator is hot so they can see the problem first hand. But Customer Service said they were unable to send anyone until the following week. The following week a representative came and said that it was the thermostate so he changed that and the motor. He said this would do it.
It was good for a week then it happen again. The refrigerator got hot again I lost food. I called Customer Service and they sent a representative the following week. When he arrived it was the same person that was there the a few weeks before. He said he was going to order 3 parts. The parts came in I called to reschedule a representative to install the parts. Again I was asked to wait another week for a repair man to come and install these parts. Finally a week later a repair man came and he said he was sorry but could not install the parts because they were ordered incorrectly. The parts were not for my refrigerator. He said he would order the correct parts and I was to schedule with Customer Service for an installation date. As usual they told me they would schedule me when the parts arrived however, the parts needed for my refrigerator were hard to obtain and it was going to take 5 days to locate the parts.
Now, I have been without a refirgerator for a month. They said the only solution would be for me to rent a refrigerator and Sears would pay. However, if the rental company rents the appliance for a month and the parts come in before, I have to be responsible for the additional time utilized. Well the parts came in on Saturday, and when I called to reschedule I have to wait until the 30th to have someone install them and there is still that doubt that they may not work. This is incredable, I have been living without a refrigerator for over a month. Not including all the times without a refrigerator since June. And, Keeping my parishibles in a cooler and this is the best they can do?
I have had five visits from Sears repairmen and not one has been able to correct the problem.This will take us to 7 weeks without a refrigerator. This does not include the previous times called. I have lost meat, lunch meat, butter, milk, cheese, fruit, vegetables, ect. The frustrations of having to frequently call and the waiting and wondering if anyone is going to hear me? Plus the numerous times I have taken time off to meet the repairman. Dn of Shawnee, KS September 22, 2008
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