• Report: #292291

Complaint Review: Sears Appliance Repair And Service

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  • Submitted: Mon, December 17, 2007
  • Updated: Thu, December 27, 2007

  • Reported By:simi valley California
Sears Appliance Repair And Service
145 W HILLCREST DR Thousand Oaks, California United States of America

Sears Appliance Repair And Service it took to long to get the part, and they fail to leet me know about it Thousand Oaks California

*Consumer Comment: Sears non-service.

*UPDATE EX-employee responds: Not a new story ....

*UPDATE Employee: Processes are being improved

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I have been without a refrigerator for 13 days now!!! I bought a Maytag h20. Supposed to be a wonderful item - NOT!!!

They came out, ordered the part - said as soon as it got to me to give them a call and they'd be out to fix it. The part still hasn't come. How does one live without a fridge for 13 days with 5 kids? Don't ask - it is nearly impossible.

As it happens, the part is on backorder. Is that because there have been too many others that are broken the exact same way as mine? YES - look on the (((Redacted))) under Maytag.

I've been told since it isn't a matter of "LIFE OR DEATH" (by Sears Rep. David in Arizona) that it is not a priority no matter how much I spent on the fridge or the extended warranty.

I will think twice before shopping again at Sears.

They may be here in 4 more days, so they say.

Sears Customer Service Sucks!!!

Max99999 simi valley, California

U.S.A.

 

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This report was posted on Ripoff Report on 12/17/2007 03:45 PM and is a permanent record located here: http://www.ripoffreport.com/r/Sears-Appliance-Repair-And-Service/Thousand-Oaks-California-91360/Sears-Appliance-Repair-And-Service-it-took-to-long-to-get-the-part-and-they-fail-to-leet-292291. 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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REBUTTALS & REPLIES:
0Author 3Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Sears non-service.

AUTHOR: Ernest - (U.S.A.)

Well then Sears should only sell stuff they can handle. It's quite obvious from all the complaints about Sears service that they should not be in the appliance business. I will never put my foot in their stores again because of their more than useless service. Surely when they sell these appliances they should at least have an inventory of the most common parts that might fail. If the manufacturer does not want to supply Sears with these parts then Sears should not sell that brand of appliance. When the manufacturer stalls for parts, don't sell that brand again!

And when Sears sells Kenmore their house brand, they are 100% responsible for all repairs which should be done in an efficient manner. If they cannot, then I suggest they only sell clothing or some other crap.
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#2 UPDATE EX-employee responds

Not a new story ....

AUTHOR: Marcus - (U.S.A.)

Have seen this many times before. Sears is the middle-man, yet, they get paid $.You should have demanded that they remove the fridge, and bring you a working unit. They have thousands of deffective ones, let them fix-it on their own time! Customer satisfaction is lost in their "wait for the part" game. Even when installed, you may have continued problems, best to get another.

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#3 UPDATE Employee

Processes are being improved

AUTHOR: Feralucce - (U.S.A.)

Without more information, I can only speak in generalities, BUT. Delayed parts have one of two reasons. 1) The contractor used for repair failed to order them. If the escalated complaints department is made aware of this, they will order the parts and ship them direct to you. 2) (and this is more common) - the part is on backorder from the company. Sears has no control over that. It's the same with any repair service, if the part is not available in immediate stock, it has to be ordered.

It bothers me that people cannot grasp that sears does not manufacture anything. Period. at all. Therefore, they do not make the parts and HAVE to order it.
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