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Sears Canada Protection Agreement Ripoff

We purchased a fridge from Sears back in June 2007 and have a service contract with them. Last month, the middle shelf came apart and crashed down onto the bottom shelf causing damage to both of them. I called sears for a service call and they sent someone today (1 month later) to come and check the fridge. It is a kenmore fridge and they say that they stand behind these appliances. They man said, "sorry we can't help you, you will have to spend around $250 to get a new shelf" We called up and spoke to the supervisor of 1-800-4my-home (Sears Customer Service) They told me the same thing, that if it is not defective then there is nothing that can be done. This is definitely a defect! I was even told by someone who works at sears that it is indeed a defect and has seen it more than once. Finally after arguing with them for over 40 mins, they agreed to send another technician to look, but at our expense. In 1 month from now. Meanwhile we have no place to put anything in our fridge. What kind of customer service does Sears have? We have purchased many things from sears in the past and can't believe that this is how they treat a customer.
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Review
#129296 Review #129296 is a subjective opinion of poster.
This is a continuation about working at the Sears Call Center which is like the job from ***. As I stated earlier, you are lucky if you speak to your supervisor all week. When you do, it's all negative feedback. The people that seem to get the best ratings are the...
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15 comments
Anonymous
#783209

This is by far the worst run call center I have ever come in contact with. The management team is pathetic and judgemental.

They are the mean girls straight from a bad movie. They manage as though you need to be part of a really bad sorority. Worst of all the fact that they have no other management experience other than Sears sets the entire call center up for failure. The GM Summer is the worst of all.

She has no business expertise and fires anyone that is smarter than her because she is intimidated by them. It is the last place I would recommend and if you have any desire for career advancement, then it is the wrong place. There is no where to go, but down with this poorly run company.

If you want to take a ride on the Titanic, than jump on board. Otherwise, survive and move on to anything else.

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Review
#129249 Review #129249 is a subjective opinion of poster.
I worked in the Sears Call Center that most of you received such terrible service from. I was only able to work there 3 months before I resigned. It is an extremely depressing, difficult, place to work. You are given about 3 minutes to log onto your phone system once...
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4 comments
Anonymous
#698697

sears call centers are horrible. they are abusive to good associates and bully them and treat them like criminals for no reason.

the male managers sleep with all the slutty women that work there. they only hire ugly fat degenerates to work there. the managesr are bullies and real psychos. I think if they can't sleep with someone they bully the *** out of them.

Sears is the worst place to work...its full of the filthiest most disgusting people and the managers and management is the worst. they have a no bullying policy--its BS. they NEVER follow any of their policies...they enjoy abusing good associates while rewarding bad associates losers and low lifes.

they do not reward good associates for doing a good job. sears is the worst...they enjoy breaking people down for fun....take a dump on sears the worst company ever.

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Review
#129214 Review #129214 is a subjective opinion of poster.

Sears in Benicia, California - Lacking Consumer Support

I have more than once written e-mails to the different sites within the Sears headquarters thinking I could get an answer. I have yet to have any direct answers given from anyone within the diffident departments the e-mails were sent. Case and point, bought a used tractor mower which the person listed as a GT3500, ask for information on that unit. The reply I received was asking for a model and serial number of the unit, not that Sears didn't list any mowers with the number of GT3500. It turn out to be a GT3000, the seller had made a mistake on the model number,when listing it.
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Review
#128848 Review #128848 is a subjective opinion of poster.
Loss
$150
I have a service agreement with sears for my ac July 2 service agent advised needing new parts (2) and the parts will be delivered to the home and a technician will be back on 7-18 parts did not arrive when told called sears that's when I was told parts on back...
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1 comment
Anonymous
#24232

I sure hope you don't live in my area. It is around 100 degrees with very high humidity.

I think I would already be dead if my AC quit working for that long. They're probably trying to out wait your service agreement and when it expires they'll tell you that you have to pay loads of $$ to fix

Good Luck

Review
#128847 Review #128847 is a subjective opinion of poster.
Service
Sears Repair
Loss
$5
sears charged my credit card $275.00 to fix a ice maker in my refrigerator. they come from 8-5 & you need to wait 10-14 days.First repair man put a new part in and it worked for less than 24 hrs. called Sears repair and they said I had to wait 3 days and call back...
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5 comments
Anonymous
#25948

And when your disputing the charge, you can also print out other complaints from other people, and send that to the bank, and corporate, so they know its a pattern. there is multiple people on here with the same or similar complaint.

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#128576 Review #128576 is a subjective opinion of poster.
Service
Sears Repair
I purchased a self propelled Sears Craftsman lawn mower one years ago. That means, this is the second season I have used it. I paid $300 for this mower. It is a model # 917.377842, 6.5HP Honda engine, and "features" easy height adjustment with one lever each...
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9 comments
Anonymous
#866753

I've had this same lawnmower for ten years... runs great and have never had the problems you are describing, but have had them slip when I have hit an object.

The motor, built by Honda is the the best thing on it. Starts on the first pull every spring.

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Review
#128571 Review #128571 is a subjective opinion of poster.
Loss
$300

Sears in Stone Mountain, Georgia - Very poor customer service

bought a bad expensive refrig. called for service, 4 times. finally requested another model. they refused. said i was complaining on day 93, i had 90 days to get replacement. i have talked to at least 20 people, they all say sorry. i am not through just backing up to refocus. you cannot speak with anyone that has authority to resolve issues. the reps i talked to just have a lisence to follow guidelines although they say they can do anything and authorize anything. sears and their service has gone the way of too many large companies. they don't care about the customer, just profit.
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2 comments
Anonymous
#24229

Mortimer, you are a ***. what do you work for sears?

Every reply I've seen you make in regards to any sears complaint is acusatory to the complainer. What this person here did was just give us the short version, how could this be the same "version" they gave Sears when it's just an outline? I'd be pissed too if I had to have 4 service calls in the first 90 days of owning a new-expensive appliance,and then 3 days after the deadline, they say "sorry, you're 3 days too late !!" there should be a little gived. Since you obviously have been going through the sears complaints, you should know that one of the most common complaints here is *** customer service AND being unable to reach a supervisor or manager of any type.

HE SAID HE CALLED 20 *** TIMES !! How many times do you suggest he call before he get "just decides to get mad" (in your mind for no reason) the sales reps are slick as owl *** and make promises that are not kept by the service department. Once you own the product, you could just go to *** - Sears sucks ***, their prices are too high for the poor quality products they offer. At one time, people could depend on Sears, those days are OVER !!

They make tons of money off well-written service contracts and overcharging for parts and labor. I QUIT BUYING ANYTHING FROM SEARS YEARS AGO when I realized they had dollar store quality products for high end department store prices.

Anonymous
#24031

Interesting what people leave out of their complaints. What was wrong with the fridge?

Was it a close-out model?

Did you call the store and decided to just get mad because a manager didn't pick up the phone?

Many things you could say in a complaint that can either give, or cost you, some sympathy. If your version here was the same version you gave Sears, no wonder you didn't get anywhere.

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Review
#128569 Review #128569 is a subjective opinion of poster.
Loss
$3

Sears Refrigerator has major defect that repeatedly breaks.

This is a major complaint that needs addressed because of the defect in your Kenmore Side by Side refrigerator continues to break. I purchased model 253.5466340A in Nov. of 2005. In Dec. 2006 the water arm paddle broke off when I pushed a glass against it. I was highly disappointed with the quality of the material used to make this piece, a cheap plastic. Since the 1 year warranty expired a month earlier, I had to pay $235.67 for parts and labor to fix it. But I thought OK now this should be good for 15 or 20 years. But I was wrong. In July of 2008 the exact same watering arm piece snapped off again and broke while someone was pressing against it with a glass to get water. This design must be defective, the materials used to make it sub par. You expect a major purchase like this to last years. I was hesitant to buy Kenmore because I didn't think it was known as a strong, dependable brand. However after visiting the store and talking with a salesman I was convinced otherwise and purchased a stove, dishwasher and refrigerator. I'm beginning to regret this. I'm in need of a washer & dryer and was considering shopping at Sears but my confidence is lacking.I cannot spend $235 every year to have this water arm replaced. Your company needs to come up with a new piece that can be installed so this won't happen again. I'm sure you have other complaints from people who have this model, I've read the blogs. This defect needs to be corrected. Please provide a solution to this problem that won't cost me additional monies out of pocket. If I spend $235 to fix this (only to have it break in a year again), it will nearly have cost half of what I paid for the refrigerator to begin with and it is only 3 years old. I would appreciate your immediate and thorough attention in solving this matter. Thank You
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1 comment
Anonymous
#23510

I would check to see if there have been any recall notices.I would try to find out who actually made it and check with that manufacturer as well.

If you can find a list of source codes the first 3 numbers of your model number are the source code or manufacturer of your refrigerator.

Either that or simply start repairing it yourself.Use you model number to look up the part number and cost.There are plenty of how to sites on the internet.And if you do decide to buy a service contract to cover these repairs make sure they cover parts like the dispenser paddle.Also SHOP around,Sears is not the only one who repairs appliances.

I agree the quality in product has deteriorated over the years,It's going to wind up costing you the cost of a new refrigerator just to cover an accessory like the water dispenser.

Review
#128381 Review #128381 is a subjective opinion of poster.

Sears rip-off on repair of refrigerator.

In March 04 we bought a Kenmore side by side frig and didn’t get the extended warranty since the compressor was covered for five years. A couple of weeks ago the frig stopped cooling although the freezer continued to freeze. I talked to a Sears service guy who told me it was probably just the thermostat, a $25 item and it wouldn’t cost much to repair; so we set up an appointment with Sears service. The joker showed up finally and announced without even looking that the “damper” had gone out, the vent between the freezer and the frig was closed. He said this was a very common problem in refrigerators that are digitally controlled. He indicated that this was a big deal and would be expensive. He had to go back out to his truck do an estimate. He came in with an estimate of $298, including a $5 fuel surcharge for his travel and $90 for parts. After his description of the problem, we thought he would be at work for an hour to two and have to tear down the unit and rebuild it. Instead, he had my wife clean off the top shelf in both the frig and the freezer, and with a screwdriver quickly removed the defective damper/diffuser, pulled out a new part which he had brought in from his truck and plugged it in. His entire time with the refrigerator was little over ten minutes during which time he tried to sell us a one year guarantee for $100. Now keep in mind, his labor was nothing complex, not like say changing the oil in a car or the spark plug on a mower, but he charged us at a rate of over $800 per hour. Do brain surgeons make this much? Also, the part that went out was actually a small electric motor, the type that should cost under $20 in the real world. When I complained about the outrageous overcharge, he said it was Sears who was making all the money, not him. We felt completely ripped off. Had he told us what it was he was actually going to do, I would have ordered the part and replaced it myself. But we had been mislead by the other *** telling us it was probably a thermostat. We told the guy that we would never buy another Sears appliance.
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4 comments
Anonymous
#24221

"grover" you're the one who looks petty and ***. The amount of money he paid for this *** job isn't petty.

He is "going public" so other people don't get scammed the same way. Maybe if someone else HAD ALREADY gone public with something like this, then KansasVic wouldn't have fallen victim to this. Most normal people want to trust that they are not going to get screwed by the big name companies they trust. Sears makes Boukou money on their *** service contracts and high cost parts and labor - their products aren't inexpensive but are cheaply made.

I quit using Sears a long time ago.

Also, judging from the number of other similar complaints I see on Sears, the entire company needs to be flayed. If he's "content" with what he did, what's it to you?

Anonymous
#24220

"grover" you're the one who looks petty and ***. The amount of money he paid for this *** job isn't petty.

He is "going public" so other people don't get scammed the same way. Maybe if someone else HAD ALREADY gone public with something like this, then KansasVic wouldn't have fallen victim to this. Most normal people want to trust that they are not going to get screwed by the big name companies they trust. Sears makes Boukou money on their *** service contracts and high cost parts and labor - their products aren't inexpensive but are cheaply made.

I quit using Sears a long time ago.

Also, judging from the number of other similar complaints I see on Sears, the entire company needs to be flayed. If he's "content" with what he did, what's it to you?

Anonymous
#23522

This is excessive but it would be a good idea to check with his supervisor first and his supervisor and so on.

Did Sears dispatch explain how the bill is caculated before they came out?Also you can look up the price of the part by going to parts on Sears.com by using your 9 digit model number.Make sure you enter at least the first 8 numbers.

It sounds like 200$ for 10 minutes work.Was this an hourly tech?Also check with the local agencies like the Better Business Bureau or even code enforcement-make sure at the company has a license for that locality and type of work.

Anonymous
#23105

Did you bother to even call this guy's boss, or are you content with just flaying an entire company publicly because of this one tech's apparent lack of concern?

Seriously, you should at least try to get a better resolution before you go public with something like this. You look petty and ***.

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Review
#128074 Review #128074 is a subjective opinion of poster.
Service
Sears Repair