- Report: #1139167
Report - Rebuttal - Arbitrate
Complaint Review: Sears Holdings Corporation
Sears Holdings CorporationNationwide USA
Sears Holdings Corporation Sears Home I was given false information over the phone in order to get me to purchase a product Hoffman Estates Illinos
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My wife requested that I purchase her a new washer and dryer for her birthday. I looked in purchasing the Kenmore Elite HE 3.5 cu white top lop washer/front loading dryer bundle on March 16,2011. I called your customer service department to inquire about your Extended Service Agreement and was informed that I can purchase an additional 3 years on top of the 1 year manufacturers warranty. I informed the customer service rep that I was looking into purchasing a Square Trade Appliance warranty, because I can purchase a 5 year for close to their price. I was then informed that even if the warranty expired, which would've been March 2015, that I could still contact them and they could diagnose my appliance's issue over the phone. We decided to go with the product and the extended 3 year Service Protection Agreement. Less than a year into having our washer and dryer, the lint trap breaks. We call the Service Protection Department, and they said that our Manufacturer's Agreement will cover the lint trap. 3 weeks later, and we see that we still have not received our lint trap. We contact Sears' Service Department, and they said that the order got "lost in the process", and they agree to send us another one. Shortly after this incident, my notices that our dryer is making a lot more noise that usual. We place a call into Sears' Service Department, and they have us hold our phone up to the dryer and push some buttons. Like magic, they tell us exactly what is wrong with our dryer and schedule a technician to come out. The technician comes out, pulls the dryer apart, and says he can't find anything. We call the Sears' Service Department to inform them of this, and they tell us to call if we have another problem with our appliance. We had no issues with the dryer until.... April 2014,my wife is at home with our newborn and four (4) kids and the dryer randomly begins to make a loud screeching sound and shaking. My wife calls me in a panic and I inform her to call Sears and get them to send a tech out, because we HAVE a warranty. She calls me and informs me that Sears wants $79 to send a technician out. April 15, 2014: I called Sears Service Department 7:45PM, and was connected to the overseas Service Department. The customer service rep was having a communication issue, so I requested to be transferred to an American call center. The rep refused, and transferred me to their supervisor, which provided no help at all. After demanding to be transferred to an American call center, I was transferred to Donna (260255 - Customer Relations). Donna (260255) was not only very rude, but she provided me with inaccurate information and when I questioned her on her information... She refused to respond to any of my questions and transferred me to Rich (542704 - Service Department Rep). Rich (542704) was very kind and empathetic. Rich (542704) informed me that this is NOT the first time that someone had been misinformed and that he would see what he could do. 1 hour and 30 minutes later, Rich (542704) informed me that the best he and Jacob (039628 - Service Department Supervisor) could do was to take more money in order to uphold their end of the agreement. Jacob (039628) informed me that I indeed had a 3 year Service Agreement, but it begin on the day that I purchased the item. I informed him that I was told that it begin on after the manufacture's warranty. Jacob (039628) offered me a discounted Service Agreement, in which I informed him that I would purchase it ONCE they sent a tech out to fix the current problem. I even agreed to give them my Credit Card Number and have they could charge it once the service tech came. I even offered to give them my cell and have them call me once the service tech left, so that they could sign me up. The ONLY thing I would not do was pay for something that I was initially told that I had. I like Sears, but REFUSE to do any business with them until this problem is rectified.
This report was posted on Ripoff Report on 04/15/2014 07:10 PM and is a permanent record located here: http://www.ripoffreport.com/r/Sears-Holdings-Corporation/nationwide/Sears-Holdings-Corporation-Sears-Home-I-was-given-false-information-over-the-phone-in-ord-1139167. 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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