• Report: #455114

Complaint Review: Sears

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  • Submitted: Mon, May 25, 2009
  • Updated: Mon, June 29, 2009

  • Reported By:Nationwide Maryland
Sears
sears.com Annapolis, Maryland U.S.A.

Sears Sears honors appliance warranty -- if you can wait a week Nationwide Maryland

*Consumer Comment: Going through the same thing - only with more rudeness

*Consumer Comment: So your complaint

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We had a gas water heater fail while under regular warranty. We finally gave up on Sears and paid a very responsive local plumber to diagnose and replace it.
The chapters along the way:
Called the 800# on a Saturday -- very frustrating language barrier with the call rep (India?).
Explained pilot had gone out and would not re-light. Earliest appt would be Tuesday AM(!)
Stayed home Tuesday, noone showed.

Finally got through to call center after noon. The first rep had written down my cell number with one digit off (invalid area code!), dispatcher got telco recorded message so just didn't show. Strike one.
Rep now offered Thurs AM appt. But this was Sears' mistake! We have no hot water! Strike two.
Called local plumber to come diagnose and possibly repair.
Wed 8am: local plumber shows up exactly on time. Says the gas control valve is faulty.
Wed: called various Sears numbers, getting redirected, but finally got speak to the dispatcher. Advised of the plumber's finding, and said we need a service tech to arrive the next day with that part. Don't show up for a wasted trip without the part.

Thurs AM: Sears tech showed up as scheduled. Very experienced, many years with Sears. Said he had three valves on the truck but none were the right size. Besides, it's really a failed burner assembly. But he'll order both, they'll be shipped to our house to arrive four days later(!), then they'll schedule a repeat visit to install them(!).
Told him we'd just pay the plumber to replace the unit. Strike three.

So if you can wait without hot water (or heat, or a refrigerator, or ...) for a week, then Sears will honor the warranty. We won't be having that problem in the future.

BadSearsApplianceWarranty
Nationwide, Maryland
U.S.A.

This report was posted on Ripoff Report on 05/25/2009 12:38 PM and is a permanent record located here: http://www.ripoffreport.com/r/Sears/Annapolis-Maryland/Sears-Sears-honors-appliance-warranty-if-you-can-wait-a-week-Nationwide-Maryland-455114. 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 Consumer Comment

Going through the same thing - only with more rudeness

AUTHOR: Ryan R - (U.S.A.)

The same exact thing is happening to me right now with my Kenmore refridgerator. I'm currently in the "deal with customer service that doesn't understand your language and will hang up on you" phase. We now our one week appointment, which now seems a little suspicious since apparently a week is the magic number.

Note to the previous rebuttal - Although you're obviously stealth marketing I'll just go ahead and point this out because you might report it to your supervisor. "We'll get to it when we get to it." isn't competent customer service and it sure isn't effective warranty service. The answer is, if you have unacceptable service queues on your sub-par products in multiple locations in multiple states, you contract MORE service providers.
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#2 Consumer Comment

So your complaint

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

is that sears took a week to fix your issue?

I don't think that is unreasonable. The only problem you document is them getting your phone number wrong.

They didn't rip you off, they fulfilled the warranty.
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