On January 17, 2013, a mere 14 months after receiving my Kenmore Elite Freezer-Refrigerator (model #: 795.72053.110), the cooling system began to fail causing the refrigerator portion of the appliance to fluctuate between 40-50 degrees and the freezer portion of the appliance to fluctuate from 30-40 degrees, despite the settings. After consulting with a member of the Sears’ repair services group on January 24, 2013, I decided to purchase the Extended Service Agreement for this appliance, which I expected would provide me with an effective remedy to the problems I was having given the relatively new condition of the appliance.
Since that time, I have had more than a dozen repair appointments over the last 6 months, which have resulted in the installation of 4 fans, 3 mother boards and 2 cooling systems (at least a portion of it) to no avail. Not only have I had to live with a refrigerator/freezer that doesn’t meet the minimum requirements necessary to keep groceries effectively, but also I have had to dedicate 4 hours of each day that I make an appointment to the meet window that Sears requires for such service.
At this point, I have little faith that this problem will be resolved in the foreseeable future and while I realize that the extended service agreement affords me $500 towards the purchase of a new appliance, after the fourth failed repair attempt, I am no longer willing to further invest in an appliance that only lasted me 14 months (even more so, considering the most experienced Sear repairmen are unable identify and resolve the problem after such repeated attempts).
So, I decided instead to write CEO of Sears to try to appeal to his sense of customer loyalty by asking for the replacement of a product that was obviously not manufactured well (the above is based that letter), but the customer service rep who responded would only offer me a choice of a $100 gift card or the $500 store credit mentioned above. Seriously?!? Firstly, who would choose the $100 gift card and secondly, I’m guessing she didn’t care to read my letter.
So finally while posting this, I find that per his comment bustedfridgeinMN of “Sears won't stand behind and can't fix our 'lemon' fridge!” has received a replacement fridge - let’s see: 14 months old when problem started - check, refrigerator won't cool properly - check, bought service agreement - check, multiple attempts to fix with no success - check. So what gives?!?
In the case of Sears, “what gives” is buyer beware...unfortunately, it would appears that Sears looks at a situation like this as a one-time transaction as opposed to what the retail business is based upon - repeat customers. It’s a shame...best of luck with that, Sears.
Monetary Loss: $2848.