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.
Product or Service Mentioned: Sears Repair.