I purchased a $1,000 KENMORE (Kemore is actually made by Frigidaire actually so don't but that brand either because it's unreliable) refrigerator at SEARS just THREE yrs ago. The freezer quit freezing, I cleaned the condenser coils, had a tech come out etc. He said it has a refrigerant leak which he said is caused by poor workmanship as nothing is made to last anymore. He said he won't touch it so as not to void the 5yr warranty that even HE knows it to have. He told me, be advised their job is to NOT honor the warranty, they are gonna give you the run around etc.. and sure enough they did.
Today I spent 1 hour on the phone and talked to 3 different people and got 3 different answers and suggested resolutions, NONE of which honor your commitment to the customer. The first girl looked me up said everything was fine no problem, we set up an appt. After further thought, I call back to discuss this $70 service call fee PLUS labor they told me I was responsible for that I was initially willing to eat but hey WARRANTY should mean free. This girl then went on to tell me and transfer me to yet another person telling me that my system was NOT covered, she asked when I bought it, I said 2006, she said oh verbiage in the warranties changed around 2005 or 2006 etc,etc, etc..(how convenient) I don't care about that, I know what I see AND the same info is on-line. They spent more time trying to get me to buy service agreements that MIGHT cover services than actually addressing the issue I called about!
Sears doesn't care anything about their warranties, or the fact that I lost $250 worth of food, and that the week before Thanksgiving my children and I have no refrigerator, no food and in this economic recession, no means of replacing this costly appliance. I am upset and sick beyond measure over this.
The customer service and actual honoring of written warranties is HORRIBLE and I will NEVER buy anything -not so much as a screwdriver from Sears again. I will close my account and I will write and complain to every possible consumer and legal advocate I can because clearly that is the only satisfaction I will receive.
There are numerous complaints all over the web at consumer sites for this very same issue. One day and hopefully one day soon Sears is going to find itself on the receiving end of a Class Action Law Suit!
Monetary Loss: $1.