ED Magedson – Founder
Sears OutletMarsh Lane Carrollton, Texas United States of America
I recently purchased a dryer from the Sears Outlet store. I was talked into a special extended warranty with the hook that if the dryer was ever deemed defective to the point that it could not be repaired that I'd get full retail replacement value of the dryer.
Well, the dryer was delivered/showed up broken. I called the 800-469-4663 and they said it sounded unfixable after we went thru the tests they asked be performed. They recommended I take it back to the outlet and have them replace with another floor model. When I inquired about the full retail value angle, they said to do that I'd have to get a technician out to look at it, and if that tech said it was not fixable, then I could get full retail credit. I called the outlet store, spoke with the floor manager Kendrick and was told the same; he said they could replace it right now with a reconditioned or floor model (basically something else they had at the outlet) or I'd have to go thru the gyrations of having a tech look at it and then, if deemed unrepairable, then they'd give me (full retail) credit for use at any Sears towards the purchase of a new unit. I went to the outlet store and spoke with the floor manager Kendrick and he confirmed that if I wait for the notes I would get this retail credit (or he could swap out with something reconditioned from their floor).
So, took the day off for the tech visit and the tech called in sick (so I had to reschedule). Had a 2nd tech visit and was told not fixable so called in for the replacement, and was told (after several transfers) would have to wait a day for the tech notes to get into their system. Called the next day and the tech notes still not in system, but was recommended just to go back to the outlet and have it replaced with something on their floor (something I could have done over a week earlier without the tech visit hassle). OR, I could wait for notes.
Called the next day, more transfers, notes still not there. When I arrived at Tenika (an escalation specialist) she refused to help saying I'd have to go back to the outlet to swap it out. I asked to speak to her manager and instead, transferred me to the outlet store and hung up on me (fat chance, by the way, of tracking down her manager).
Now I have spoken with Joseph (assist mgr at the outlet store) and now says I was misinformed and because its within the first year that I my ONLY option is to swap out with something from their floor. So, where am I at? I have literally spent over 5 hours on the phone over this, talked with over 12 different people at Sears (transferred at least once each time I call). This seems like a scam to me and I intend on registering a complaint with the better business bureau.
Bottom line? Be very wary about your "warranteed" purchases from the outlet store. Be very cautious about the promises they make to you about the benefits of the extended warranty for, god forbid, collecting seems not to be as easy as they claim. For a company that has such a good reputation, this is very disappointing.
This report was posted on Ripoff Report on 06/07/2010 09:29 AM and is a permanent record located here: http://www.ripoffreport.com/reports/sears-outlet/carrollton-texas-/sears-outlet-sears-sears-outlet-store-deceptive-warranty-on-outlet-appliances-carrollton-611103. 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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