Our $3000 Kenmore Elite refrigerator didn't even last a year. At 10 months, the compressor went out and we lost a great big freezer full (it's a French door with bottom freezer, almost 29cf) of an Omaha Steaks order among other things.
This was eight weeks ago. It took a week and a half of making phone calls to finally get someone out here to check the thing. He ordered a new compressor for it and scheduled a return visit for two weeks from that day. Well, six weeks later...no compressor has arrived (it's supposed to be delivered to the house) and I had to cancel the repair man's return visit, of course.
We have been all this time with no refrigerator. Have spent a small fortune on bags of ice to keep the large Igloo chest cooler (sitting in the kitchen floor) stocked. To top it all off, we even paid $400 for a three-year "Master Protection Plan". This refrigerator broke down while still under the original manufacturer's warranty and we can't get it fixed, so what good is the Master Protection Plan going to do us?
I've called twice in the past three weeks, trying to find out where the compressor is, when we can expect it, heck, if it's really even been ordered! I was told both times that someone from the parts dept would be contacting us within 48 hours. No one ever has. Not one word from them.
Once this thing is resolved...IF it's ever resolved...we are done with Sears. Cutting up the credit cards and closing the account.
They've lost long-time customers because of this. But they don't seem to care.
Product or Service Mentioned: Sears Refrigerator Repair.
Reason of review: Poor customer service.
Monetary Loss: $3000.
Sears Cons: Anything about it, 7 weeks of dealing with a broken fridge under warranty, Customer service is a joke.