After countless phone calls over the last several months/years with numerous different Sears staff, I have been told by Chris “sorry, there’s nothing more we can do for you”. This is unacceptable. I have attempted to get this issue resolved with no satisfactory results since before the warranty expired.
In 2010 I remodeled my kitchen and purchased all new appliances from Sears, including Kenmore Elite Refrigerator Model 106.45423801; I also purchased the 5 yr extended warranty on the refrigerator. The purchase was made from the Sears store in Tigard, Oregon.
In 2014 the ice-maker auger stopped working and I contacted Sears to have it repaired. They sent out a Service Tech from All-Pro Appliance (503)747-5509. The tech looked at the problem and determined that a new door was needed, which he ordered from Sears. Several weeks later a new door was sent and the tech returned to install the replacement door #1. However, when he opened the box (box did not show any damage) the door itself was defective; the stainless steel front was concave. The service tech called and ordered a 2nd replacement door and took away the defective replacement door #1.
Several weeks later replacement door #2 arrived, and the same service tech came back out to install it. However, when he unpacked the door he said this one was also defective - the ice/water dispenser had not been installed correctly and that water would just run down inside the freezer door. So he did not install replacement door #2. He called Sears again while at my home and was told that since they had already sent 2 very expensive but defective doors, it was unlikely they would try a 3rd door and would probably just replace the entire refrig/freezer with a new one. But he was told that he should leave replacement door #2 at my house and that Sears would contact me to come and look at the situation.
Sears NEVER contacted me, and replacement door #2 (in a box the size of a casket) is still sitting in my garage. The original freezer door is still in place, the ice-maker auger and dispenser does not work, and with all the attempted repairs the freezer door does not close tightly.
I realize that this has gone on for awhile and the warranty is now expired. I was unable to continue to deal with this because 1) I didn’t know who to contact and Sears was supposed to have contacted me, and 2) my father was diagnosed with cancer so I had to care for him in Washington state. He passed away recently and I am now home trying to take care of this defective appliance. If Sears had taken care of the problem back when they provided 2 defective doors and the extended warranty was in place, this wouldn’t be an unresolved problem. I have purchased major appliances from Sears for years and have never run into a situation before like this. My daughter is building a new home currently and we’ve looked at Sears appliances, but with this unresolved issue hanging out there, she will never purchase from Sears again.
I've also attempted to email the customer service email SMSupport@SearsHC.com and have never received a response.
This reviewer shared experience about poor customer service and wants this business to "replace or finally repair the broken unit" as the author lost $1800. The author is overall dissatisfied with Sears. Reviewer wants customer support to reach out to him or her ASAP for further discussion of this matter.
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