• Report: #1074329

Complaint Review: SEARS

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  • Submitted: Thu, August 08, 2013
  • Updated: Thu, August 08, 2013

  • Reported By: Valerie — Lake Tapps Washington
SEARS
5401 6th Ave #515 Tacoma , Washington USA

SEARS Defective Kenmore Slide in oven, refuses to honor agreement Tacoma Washington

*UPDATE Employee: Sears Cares

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Purchased Bisque Kenmore Slide in Oven less than one year ago.  Pd to have it delivered. Delivery truck drove up onto my patio and crackeded it, then unloaded and installed product. Very first time using, and every time after, the stove top will not wipe clean. It will not clean with the product they sold me, nor will it clean with dish soap. in fact if i rubbed on the stovetop , the finish would come off. 

Repair came out and ordered and replaced stove top, it occured again. Then the knobs started changing color. The entire stove is un-cleanable. Repair man has been out 4 times. Apparently there is a big discrepency on how they handle this, depending on who I talk to. 

Called customer service, they told me I should buy an additional warrnaty, and against my better judgement, I did. I called the escalation department, they told me I needed to have a repairman out 4 times, and then I could order and pay more for a better sotve/oven. So I pd more money, got the warranty, talked to Sears again, now they say every outlet can make their own rules, and the extra warranty agreeement was for no reason. I called the outlet company, they say it is up to the warranty department or Escalation department. One of the times I spoke to escalation, they put me on hold and called Sears Outlet for me, got back ont eh phone an dinformed me that after this visit I could return the stove and buy a better one. 

Now I am sitting and waiting, no one wants to replace or allow me to pay more to upgrade. I purchased the extra warranty for no reason. 

 

Gamed by Sears. 


This report was posted on Ripoff Report on 08/08/2013 07:21 PM and is a permanent record located here: http://www.ripoffreport.com/r/SEARS/Tacoma-Washington-98406/SEARS-Defective-Kenmore-Slide-in-oven-refuses-to-honor-agreement-Tacoma-Washington-1074329. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Sears Cares

AUTHOR: Sears Cares - ()

Valerie,

My name is Liz and I am a member of the Sears Cares Escalation Team.  I came across your post and wanted to express our apologies for the difficulties you have experienced with your oven.  It sounds as if we have let you down on just about every level imaginable and would like to offer our assistance. We would like the opportunity to speak with you to ensure your situation is resolved quickly and to your complete satisfaction. 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 I have assigned to reference your post (Valerie), to smadvisor@searshc.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.

Thank you,

Liz R.
Social Media Moderator
Sears Social Media Support

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