I will try to summarize my experience in as little words as possible, however I am so beyond irritated and upset that it may be difficult.
1. December 15, 2010 pruchased ProForm XP 400R Recumbent Bike from Sears.com. Total price with tax and shipping $395.88
2. 60 days from purchase bike broke
3. Contacted Sears within the 90 parts warranty period.
4. Was informed that no repairs, replacement or return could be arranged until inspected by technician.
5. Three weeks later (3/15/11) technician inspected bike and ordered $490.33 worth of parts.
6. Parts arrived, called to schedule appointment to have parts installed. Apt. scheduled for 4/11 between 1-5 p.m. Gave customer service work and cell phone numbers.
7. No technician showed up. 6:30 p.m. on 4/11/11 I called customer service and was informed that my appointment had been bumped (YES she told me that) and that the next available apt. wouldn't be for 2 weeks (4/26/11) At no point were there any apologies about bumping me.
8. I then insisted on speaking to a manager at which point I was able to secure a "non-cancellable" appointment for 4/13/11 8-12 a.m.
9. 4/13/11 received no contact from Sears until 1:46 p.m. and was informed via recorded message that my apt. was delayed.
10. Technician telephoned at 4:07; informed me that he had received my repair ticket at 4:00 p.m. Technicians arrived at my house at 5:30 p.m.
11. Technician was unable to get the wheel off the bike, they are not equipped with the proper tools; only way for them to get wheel off was to take to machinist. Between 5:30 and 8:00 the tech and I both spent appx. 2 hours on the phone trying to convince the "Stack Dept", "Customer Solutions", and "Tech Service Depts" that the bike was irreparable. It was eventually ticketed as irreparable and I was instructed to call another 800 number and get an authorization number.
12. 4/14 telephoned and received my authorization number. Was told to give to store department manager within 30 days.
13. 4/16 went to local Sears and gave number to department manager as instructed. I informed her of the situation, but let her know that before we got another bike that we wanted to do more research. She was very helpful and told us she understood. And that we "certainly had more than 30 days'" to make a decision.
14. Approximately the end of April I received correspondence from Sears that stated "Thank you for choosing Sears to repair your exercise equipment. Now that it's fixed, why not also let us protect it against future breakdowns"
15. 5/21/11 Back to local Sears, spoke with same department manager; we explained that the only bikes Sears sold were made by Icon which has been getting terrible reviews; she understood that we did not want to replace the bike that we wanted a refund or even store credit. Dept. manager telephoned Customer Solutions and was disconnected once and transferred 4 times. Representative at Customer Solutions would not authorize refund or store credit only replacement; Dept. manager put me on the phone with the rep. who "wanted to know if I verified all of my options" and still refused refund/store credit. I asked what her "position" with Customer Solutions was and she informed me that she was a supervisor; when I asked to speak to someone who could authorize my request I was informed she was "the highest authority" however I stuck with it and finally got her manager who informed me that since it was out of the 90 day period (even though I explained that I had followed every protocol and time frame given to me) that he would not escalate my call and the all he would give me was a replacement bike.
16. In the time I was on the phone, the wonderful dept. manager was able to "refund" the money to my credit card. The receipt states "Sears has released this transaction to your financial institution."
17. Bike was picked up on 5/24/11.
18. 5/30/11 received another letter from Sears stating "this is your last chance to sign up for a Master Protection Agreement."
19. 6/2/11 my financial institution has no record of receiving refund from Sears. To this date I am still out $320.99 which was the amount "refunded".
I am a knowledgeable consumer with disposable income, the kind of consumer that Sears should be targeting. I have never in my life been treated in such a way that I have been treated by this company.
Product or Service Mentioned: Sears Repair.
Monetary Loss: $320.