ED Magedson – Founder
SEARS Kenmore Chest Freezer Hoffman Estates Illinois
Bought a Kenmore chest freezer from Sears less then 2 years ago. Last Sunday my wife opened the freezer to find it was not cold. $300 worth of food was defrosting contacted Sears and they said they would get a technician to call me. 4 days later still no call. After asking a friend to look at the freezer on the 1st day I was told it was the compressor which had failed with this information in hand I contacted Sears Customer Service and Customer Care department. Whilst waiting for them to call back I did some research and found a lot of complaints about the model I had bought from Sears most of them had exact same problem the compressor had failed within 2 years.
On further research I found out that even had a technician come out they could not fix it as the part is no longer available, even if it was fixable the part and labor would be over $400 and the initial call out would have been $75.00.
Eventually CustomerCare called and I explained the situation and was basically told they could do nothing. I informed them of the numerous complaints I had found and was told nothing could be done to help. Back to more research and I find out the Dept. of Energy had tested the model and it used far more electricty then it should and Sears should have sent all its customers that bought the model a letter to inform them of a rebate program. Once again Sears had failed to send myself and probably many others any notification about it.
Another day another round of battling with Sears over the phone for some resolution more e mails and so it goes on. All e mails are standard replies with we appreciate your custom, we apologize, thank you for being a Sears customer. All I want is to get through to someone who really does care and appreciate a customer to try and resolve this issue. Their current response via the phone is sorry I am closing the case, i have even asked to speak to someone higher up the ranks and get told I can't speak to anyone higher as they are the highest level.
The appliance is a lemon has a known fault and Sears will not recognize it nor are they willing to do anything to resolve it.
Only thing Sears has offered is a small discount on a new chest freezer. Why on earth would I want to buy another chest freezer from Sears???? Once bitten twice shy. I would rather go elsewhere to a company that does appreciate its customers and is willing to resolve issues not just try and fob people off.
This report was posted on Ripoff Report on 10/01/2013 03:12 PM and is a permanent record located here: http://www.ripoffreport.com/reports/sears/hoffman-estates-illinois-60179/sears-kenmore-chest-freezer-hoffman-estates-illinois-1088700. 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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