Sears Maintenance Agreements

Sears Maintenance Agreements • Pro • Con --- •Sears Complaints

Sears and other retailers large and small are fond of selling extended warranties and maintenance agreements on appliances, lawn and garden equipment, home electronics and other big-ticket items.

The common view is that these amount to little more than additional profit for the retailer. The complaints we receive from Sears customers tend to support this view but, to be fair, there may be many others who have had a good experience with their Sears maintenance agreement.

Pro and Con

Don't take our word for it. Read the comments of two Sears employes, one current and one former, arguing the pros and cons of maintenance agreements:

• Sears Maintenance Agreements - Con "WW," a former Sears employee, argues that MAs are a waste of money.
• Sears Maintenance Agreements - Pro "Zeener," a veteran Sears employee, argues that MAs are a good buy for some customers.

The Company's Advice

To all authors regarding Sears repair service,

I am sorry to hear about your unsatisfactory experiences with Sears repair service. My name is David and I work for Sears. I would like to assist you in resolving any service issues. Please contact me at searscares@searshc.com and we can find a solution that meets your needs.

Thank you,

David V.
Senior Case Manager

Consumer Comments

And the customers? Well, here's what they think ...

Lourdes of Trujillo Alto, Puerto Rico May 29, 2009

We have had service agreements with Sears for many years for different home appliances. One of them is for a Frigidaire refrigerator acquired in 2002. This equipment has had some problems and has been serviced various times in the past. Among these, they have visited our home to service this appliance at least six times in the last six months. We have tried to be patient, we have thrown food away at least three times because of a damaged refrigerator and have rented a replacement equipment twice in the last three months, both at our expense because not even the service technicians have been able to instruct us on the reimbursement process.

Last service visit was two days ago and we are still waiting for the ice maker to work, for the refrigerator as a whole to reach an adequate temperature and for the foul odor to go away (in spite of cleaning it and placing some boxes of baking soda). Two visits ago, the mechanic stated that due to the equipment history and the quantity of services in recent times, the equipment should be replaced. He advised we needed to ask for a Mechanic Supervisor and ask for a new fridge.

When I called last week, I specifically requested the visit of a Mechanic Supervisor, which is what he proposed to finally solve this situation. Again, a mechanic was sent. Again, the equipment is not working properly, immediately after being serviced. This is outrageous and I cannot tell you how upset and frustrated we are. Needless to say, we feel that this service agreement is a waste of our money and a test for our patience. Sending one mechanic after the other, having to wait for weeks for a compressor or else, etc. is a weird way of saying you care.

We do not feel serviced at all and, after many years as Sears customers, it is highly unlikely we will ever sponsor or recommend Sears again. Even you as Sears employees would probably feel the same way, have you had to experience what we have had to. We will no longer ask for a repair or an equipment replacement, and we will no longer sponsor [their] store. Over 600 in food thrown away, and rented refrigerator, twice. This does not cover the cost of the service agreement.

sheryl of commack, NY May 30, 2009

I had a central air conditioner system installed on 1-16-04. 2 weeks ago it stopped working and we called sears to come in and fix the problem. They can't fix the problem because the air conditioner was installed backwards and the part that needs to be replaced (a coil) is on the side of the unit facing a wall. No one can get to the part unless the unit is ripped out and turned around. Since i am asthmatic I need this a/c for health reasons. I have tried to contact sears and have spoken to every dept but i just keep getting passed along because no one can help.

Dave of Annapolis, MD May 25, 2009

Sears honors appliance warranty -- if you can wait a week We had a gas water heater fail while under regular warranty. We finally gave up on Sears and paid a very responsive local plumber to diagnose and replace it. The chapters along the way:

Called the 800# on a Saturday -- very frustrating language barrier with the call rep (India?). Explained pilot had gone out and would not re-light. Earliest appt would be Tuesday AM(!) Stayed home Tuesday, noone showed. Finally got through to call center after noon. The first rep had written down my cell number with one digit off (invalid area code!), dispatcher got telco recorded message so just didn't show. Strike one.

Rep now offered Thurs AM appt. But this was Sears' mistake! We have no hot water! Strike two. Called local plumber to come diagnose and possibly repair. Wed 8am: local plumber shows up exactly on time. Says the gas control valve is faulty. Wed: called various Sears numbers, getting redirected, but finally got speak to the dispatcher. Advised of the plumber's finding, and said we need a service tech to arrive the next day with that part. Don't show up for a wasted trip without the part.

Thurs AM: Sears tech showed up as scheduled. Very experienced, many years with Sears. Said he had three valves on the truck but none were the right size. Besides, it's really a failed burner assembly. But he'll order both, they'll be shipped to our house to arrive four days later(!), then they'll schedule a repeat visit to install them(!). Told him we'd just pay the plumber to replace the unit. Strike three.

So if you can wait without hot water (or heat, or a refrigerator, or ...) for a week, then Sears will honor the warranty. We won't be having that problem in the future.

Richard of Whiting, NJ May 12, 2009

I purchased a Sears electric hot water heater and installed it myself. About a year or two later one of the heater elements failed. I read in the warranty that the element was still covered. I went to the local Sears Parts store in Lakewood, NJ, produced my bill-of-sale and the defective part and asked for a replacement. I was told that the warranty covered the part only if it was installed by their service tech and while the part was free--I needed to pay for the labor. I challenged them stating that the warranty didn't say that they had to install the part-----only replace the defective part. If they would not provide the part I was going to write some nasty letters to their main office. They gave me the part.

Jim of DeLand, FL May 20, 2009

I bought a 199 Sears gas grille. The burner assembly quit working after a year. The assembly part was covered in warranty, but I was told there would be a 96 charge for the technician to come out to verify that it is defective. So, the warranty is really no warranty. I instead ordered and bought a 70 burner assembly and installed it myself.

Carmen of Silver Spring, MD May 7, 2009

In 2006 we purchased a Carrier central AC (38TDB). Our old unit was OK but since we were replacing the furnace we wanted to replace also the AC. The first year we called Sears at least four times: not proper cooling and water leaking. The last time (October 2006 Sears promise that the problem was resolved. The followings years were similar. The AC was not cooling, they need to add gas and the worst is to make appointments for the repair.

This year, we turned on AC and the unit is not cooling. The technician come in April and order 4 parts for this AC. We wait two weeks until the parts arrived. All parts arrived however Sears refused to send a technician early. Clearly this AC has a defect and now we want a replacement.

However, Sears do not want to replace this unit that has been repair more than 8 times since we bought it. This situation is very frustrating since we have to spend several hours, we are transferred to different departments and it is nobody responsability. Interesting, Sears do not have records of all the times that the technicians have come to repair this AC. Please I need advice.

Tracy of Ocean Park, WA April 19, 2009

I posted yesterday about a television we purchased and seemed to get the run around from the repair people. My husband did get a positive response from the actual Sears store we bought it from.

If you have the master warranty with Sears and your television is repaired more than 4 times for different issues (ours was repaired for at last count 5 things) there is a clause in the master warranty that states the television can be replaced by the same product or equal product. This was not told to us until we contacted the store but the store people were very helpful. If we have learned anything its to call the store where we bought the product.

Tracy of Ocean Park, WA April 17, 2009

We bought a 42 inch television from sears within the last year. In November 2008, the week before Thanksgiving, the bulb went out. The contract repair company came out in the middle of December and fixed the bulb. The next week we noticed the alignment was wrong and the images were still outlined when the screen was black, we called the contract repair company again and waited for them another couple months to come and fix it. When they finally came out they didn't have the correct part but they fit it in there. The next day the fan went out in the television, two weeks later we had to agree for them to take the television as they still did not have the part and we were moving.

Two weeks later, the television is still not fixed. Sears is not backing their products, if this television is having so many problems I consider it a lemon and should be replaced. My husband has been a customer of Sears for over 40 years and this is the worst customer service he has ever received. The consequences are we are paying for a television that has not worked properly for 6 months and everyone that we have spoke to in Sears and their contract repair company doesn't seem to care what is going on

Debra of Lyons, KS April 4, 2009

First he couldnt find my info in his computer. said i never bought anything. then he finally found it under the wrong phone number then told me i didnt have a warranty on dryer when i was told the dryer had a 2year when i bought it. he said that wasnt his problem. that is a he said she said an i should have read my warranty. make apointment it will be 1 week before they can come. then i go on line to order a part for a dryer that is only 1 1/2 years old an all the parts or on back order. i then do a little research an i see that others are having the same issues with there dryers from sears as well. they need recalled

not able to do laundry. having to go to laundry mat for family of 4 for about 2 weeks now

Kent of Williamsburg, KY April 1, 2009

In May 2008, I purchased six new appliances from Sears - Refrigerator, gas stove, washer, dryer, microwave and dishwasher. Upon delivery, the refrigerator was discovered to be damaged in shipping and had to be replaced immediately. The washer was discovered to be defective upon initial setup. Soon thereafter, the dryer began making strange sounds and caused problems. About the same time, the microwave began giving problems. After numerous interactions with Sears over the phone and frustration with setting up multiple service visits that were either missed, delayed or unproductive due to poor coordination by Sears and the service company, I wrote to Sears and requested full replacement of the washer, dryer and microwave (Sept. 2008).

Sears has dragged its feet and was argumentative on the phone with my wife during a 1.5 hours session and 45 minute session. To date, Sears has refused to replace these appliances. When calling them, we often get the runaround. There is an extensive search in their database where they initially can't find us since we are categorized by our phone number. We were moving to a new home at the time of purchase of the appliances and were unable to ever get our current number updated with sears. They then contend that we have contacted the wrong section of Sears since the appliances were purchases online. Even when we reach the appropriate office, they are unhelpful and make no statement that would leave us to believe they intend to honor my written request or proper repair of the appliances.

My wife called them today and, once they managed to find our records, only spent time insisting that our warranty expires on April 30 of this year. I have copies of e-mail correspondence with Sears as well as a copy of the letter I wrote. What I had initially thought was a nearly 4,500 investment in top-of-the-line EnergyStar rated Kenmore appliances has been nothing but a disappointing nightmare. Sears clearly counts on most customers giving up after trying to negotiate their multiple bureaucratic hurdles. To make things more frustrating, I continue to get unsolicited letters from Sears recommending to me that I sign up for their extended warranty program.

Time off from work to meet Sears service representatives who make multiple poorly planned and unsuccessful trips - first visit is always to see what the problem is then they must order parts and reschedule. Loss of us of refrigerator, washer, dryer and microwave for varying periods of time while awaiting repairs. Stuck with defective appliances that Sears refuses to replace under warranty.

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