• Report: #354848

Complaint Review: Sears Roebuck And Co

  • Submitted: Wed, July 23, 2008
  • Updated: Thu, July 24, 2008

  • Reported By:Amado Arizona
Sears Roebuck And Co
www.sears.com Hoffman Estates, Illinois U.S.A.

Sears Roebuck And Co Defective Product, Ineffective Repairs, Unsympathetic Customer Service Hoffman Estates Illinois

*UPDATE Employee: Used up?

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In 2005 I purchased a top of the line Kenmore Elite Refrigerator ($2,200.00)

In March of 2008 I had a condensor replaced after coming home from vacation to find everything thawed and spoiled. It took 1 week for service then additional 4 days to order the part and then 3 days to repair. I purchased a protection agreement for $250.00

In April 2008 it went out again and again 4 days to get a repair man, 4 days to get a new compressor and an additional 4 days to repair it again.

I emailed customer service to let them know how dissatisfied I was. They simply responded that I didn't qualify for a replacement. I also made several phone calls and was routed or put on hold. Several times the customer service person spook poor English so that I didn't even understand them.

July 23,(Tucson AZ) Peak of summer the refrigerator is thawed again I am told I will have to wait a week for a repairman to come! I can't get anyone to
respond in a timely fashion. When I told them I had a service agreement, they said I had almost used it up because of my 2 service calls!

The 2 parts that were replaced were major and should have worked longer than 3 years.

It is obvious the product was defective and Sears does not care about the quality or the service. It isn't what it used to be.Because of this experience I will never buy another sears product.

Incidentally, my home was new in 2005, I purchased the refrigerator,washer/dryer,reverse osmosis,television and water softner at the same time from Sears.

Amado, Arizona

This report was posted on Ripoff Report on 07/23/2008 04:23 PM and is a permanent record located here: http://www.ripoffreport.com/r/Sears-Roebuck-And-Co/Hoffman-Estates-Illinois-60179/Sears-Roebuck-And-Co-Defective-Product-Ineffective-Repairs-Unsympathetic-Customer-Servic-354848. 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

Used up?

AUTHOR: The Consumerist - (U.S.A.)

After 4 part failures within a 12 month period it can be declared a lemon
You have Unlimited service and no charge for parts or labor with the Master Protection Agreement

You also have food loss protection (up to 250$) within a 12 month period.
I think thats what that they meant when you used most of it up.

I'm guessing you saved 500$ since the Compressor / Condenser went out + cost of food.

Something Phone support should have done, Apologize for your inconveniences.
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