Spent a lot of time deciding which window AC unit to purchase to replace our ailing Kenmore unit that was nearly 9 years old, and had functioned well. The kicker was that the unit needed to cool to 60 degrees, which the old unit did. Ordered from Sears.com, picked up at a local store.
Unit NEVER functioned as promised, never once got the room below 65 degrees, regardless of temperature outside. This is a newer home, insulated, and the unit is only used in a single bedroom at night. We also sized up in BTU's based on the online recommendations.
After a month, contacted Sears customer service, which is a nightmare in itself, after nearly an hour, they scheduled an appointment for a technician to come out...9 days later, which, I find out later down the road, put me right at the 45 day return window.
Technician stated that the unit was functioning as it should as far as blowing air, etc., and that the "problem with these things is they've went to the digital temp controls". Told him that was odd, as the old one was digital, and it always functioned beautifully. End game...sorry kid, nothing I can do to help you.
Now I'm trying to return the unit...store says it can't take it back because I purchased from Sears.com and "we're two different entities". Called customer service again...after wasting nearly another hour, was told they'd be emailing me a shipping label.
Next day, I get an email telling me they won't take it back because the 45 day return period is up.
I'm on the phone now trying to get to someone in US-based customer service, to no avail. I'm pretty sure the girl has put me on hold and won't be back. From the low rate of resolution I'm seeing, I guess I'm stuck with this piece of crap. On to the BBB, for what it's worth. No wonder Sears has been in the crapper financially for years.
After nearly 20 minutes on hold, gal comes back on, gives me the same BS, says she is transferring me to Kenmore warranty services...sends me to water filter warranty services, and I am almost immediately disconnected....long story short find a number for Kenmore....get sent back to the same place, waste another 25 minutes...no resolution.
Product or Service Mentioned: Sears Customer Care.
Reason of review: Warranty issue.
Monetary Loss: $400.
Preferred solution: Full refund.