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Had a 13 y/o Kenmore side by side refrigerator that I burned my hand on on the mullion.Called Sears Home Repair and after 2 dropped/hang ups was scheduled and given an appointment 8 days later.

Had given my cell # as a contact number. Tech instead called my work number that I last gave to them when I originally bought the Frig. After finally connecting Tech said it would be cheaper to buy a new Frig cause it would cost over $1200 to repair. Immediately went to Sears to purchase a new one because on time constraint because leaving town.

Was delighted could deliver in 2 days. Contact was set up for notification by text and email. On day of delivery, called land line phone- no text or email (why did you bother asking me??). After the dump and run by delivery, I left to go back to work.

Came home- front panel was not working- had no H2O. Called Home Repair- put on hold and call dropped 2 times. On third call dude tries to set an appointment for 5 days later. NO THANK YOU!

I paid $69.99 for delivery and set-up and had no intentions of waiting and taking time off from work a 3rd day in a week. Asked to speak with a supervisor- finally was put in contact with an "account manager", SG, employee #401XXX. After 30 minutes an appointment was set up for the next day (July 12) at 3:00PM for Sears Home Repair to come out and make me a happy customer. Well, I am still waiting.....

I have seemed to have fixed the original problem, but have drainage from somewhere giving me cute icicles in the freezer. Cute during the holidays perhaps as entertainment, but not so cute in July in a brand new over priced refrigerator. There also is a problem with temperature regulation- seriously- shouldn't ice in the freezer actually be frozen?? In retrospect- I wish that I had read the reviews first before purchasing.

I am also considering canceling the protection plan- what is the point of having it if you can't schedule an appointment and have someone honor that appointment?? Greatly disappointed in Sears and customer service. Clearly not a priority once they have your money.

On the bright side, I have been able to provide entertainment to my co-workers about my frig follies.Lesson learned- forget about loyalty to Sears and check out the competition- their customer service can't possibly be any worse.

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SearsCares
#681617
Sears Response

Dear PC,

My name is Trent I am with the Sears Cares Team. We are terribly sorry to hear of the frustrations you have encountered with the repair and replacement of your refrigerator. We have come across your post and wanted to offer our assistance in resolving this matter to your complete satisfaction. Please be assured that we certainly understand the importance of having a working refrigerator in your home and we know that your time is valuable. We’d like the opportunity to connect you with a dedicated case manager that will work with you to address all your concerns and make things right. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that we have assigned to reference your post (PC428982), to smadvisor@searshc.com. Again, we apologize for the frustrations we have caused you and look forward to speaking with you.

Thank you,

Trent A.

Social Media Moderator

Sears Social Media Support

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