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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
Dn of Shawnee KS (09/22/08)
Purchased a Kenmore side by side in May of 2005 for about 1500. I have had the ice maker fixed twice, a drawer that needed to be replaced, the water dispenser has not worked in about a year and now the refrigerator does not work. Sears is sending someone out but I have had to go through pass the buck on the phone and than I just went to the store and they cannot take care of the customer either. I'm sure this is going to cost me a chunk of change to get it fixed. Why does Sears treat customers so poorly?
Lost food and a bill from Sears yet to be determined. Doretta of Manorville, NY September 21, 2008
Doretta of Manorville NY (09/21/08)
1. There was an unbearable noise coming from the refrigerator and then it shut off. 2. Freezer does not defrost 3. Evaporator fan malfunction (according to error code). 4. light bulbs melted plastic holding electronic temperature control system, causing it to detach from refrigerator and melt food in refrigerator. Light bulbs were smoking.
Food had to be removed from the refrigerator. Light bulbs had to be removed as there was a fear of a fire starting. The first problem of the noise is what prompted us to call sears when the refrigerator was about 7 months old. They said they had no record of us purchasing the refrigerator. Since the manual said that it was normal for it to make unusual noises, we lived with it. Finally it shut off. That was at about 13 months old.
When we called sears, they said we were past our warrantee. When I asked why they originally said they had no record of us having this appliance, they said it was because we purchased it on line and doesn't show up in their records. Isn't this all one company, in store, on line, what's the difference. We were told that based on our description, it will cost in excess of 500.00 to repair. Based on what I have been reading from other consumers, this problem is not going away. This is a manufacture defect that should be addressed by sears and LG. James of Boca Raton, FL September 19, 2008
James of Boca Raton FL (09/19/08)
My Kenmore refrigerator (purchased in 2005) died. Temp. is 80 degress. I opened an online service repair at Kenmore. The service tech never showed. At the end of the day, I called customer service and they scheduled another appt. for the following day--service took three phone numbers and everything. Next day--waited from 8 to 3 and no one showed again. I called and Sears claimed the phone number they had on file was wrong--I never got a call on the two other phone numbers I gave them the day before.
Turns out they had keypunced my cell number incorrect! They told me they would send someone out tomorrow--why should I believe them. 3 days and still no service guy---crazy! I'm going with a local repair shop that I just called and they will send a tech out in less than 2 hours and their fee is 15 cheaper than Sears!
3 days of no refrigerator. Lost over 100 in food. Had to buy ice to store current food in a cooler. Not to mention loss of my time spent waiting and no one ever showed up.
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