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Report: #1383952

Complaint Review: Sears - Nationwide

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  • Reported By: Dennis — Pleasant Grove Utah USA
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  • Sears Nationwide USA

Sears K-Mart Poor service under service warranty Nationwide

*Consumer Comment: It's time for Sears to close their doors

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 I purchased a service agreement when I purchased my DGS 6500 Craftsman garden/lawn tractor. I’ve even renewed the agreement several times. Big mistake. Originally Craftsman was the gold standard in Sears tools, but ever since Sears was bought out by K-Mart the quality and timeliness of the service has declined. I give my last encounter as an example. The first week of May 2017 I had a mower belt brake. I called to make an appointment and was told the earliest I could get one was on the 25th. I wanted to go take the mower to a local Sears shop, but was told it wouldn’t be covered. I explained my problem and asked them to make certain a belt was on the truck when it came so I wouldn’t have to wait for parts to be ordered after the next arrival. I was assured it would be. On the day of the appointment the technician arrived, but didn’t have the belt on his truck. It had to be ordered and a new appointment scheduled. The Technician also needed to order additional parts to prevent the belt from braking again. He suggested it would be wise to replace all three mandrel housings, but only two were required for the tractor to work again. The new appointment was scheduled for the 19th of June. On the 19th he was suppose to arrive between 8 AM and noon. He didn’t show because he was too busy with other appointments. He finally arrived around 5:00 PM. He installed the problem parts, the broken belt and the two outside mandrel housings and pulley’s. I was the told the middle mandrel housing and pulley were in good shape. I went out to mow my orchard, but after about ten minutes the middle mandrel housing sheared off. I immediately called Sears again and was told the quickest I could expect a return appointment was on the 7th of July. I explained how long I had already waited and was told that was be best they could do. I insisted the parts be sent to me in the meantime so I wouldn’t have to wait another three weeks for parts to be ordered after the technician arrived on the seventh. After talking to three different individuals I was finally able to convince Sears to mail the parts so they would be available when the technician showed up on 7th. The parts arrived and on the 7th the technician didn't. I was on the phone, mostly on hold, for over three hours calling back several times because I was disconnected. I couldn’t get a straight answer as to why my appointment had been cancelled. I was given two solutions. The first was that I would receive a call on Monday, this was Friday, to reschedule an appointment. From past experience I knew I would be waiting another 2 1/2 to 3 weeks and tried to explain I needed my mower fixed now. The grass in my orchard was now over three feet tall. I asked if I couldn’t have a loaner mower. So for the 2nd solution I was told I would need to go to a website and fill out a form to see if I could be reimbursed for renting a mower locally. I did that, but at the end of filling my out all the information I received the message I would need to wait 30 days for an evaluation. The new Sears is very frustrating to get service. I advise against purchasing a Sears product and certainly against buying a service agreement or warranty. It seems to me they purposely make it difficult with the hope one will just take equipment somewhere else. If it always takes up to three weeks to make an appointment they should contract with more providers and increase the competition so service can be rendered quicker. Another solution would be to provide a loaner while waiting for repairs.

This report was posted on Ripoff Report on 07/07/2017 08:24 PM and is a permanent record located here: https://www.ripoffreport.com/reports/sears/nationwide/sears-k-mart-poor-service-under-service-warranty-nationwide-1383952. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Comment

It's time for Sears to close their doors

AUTHOR: FloridaNative - (USA)

POSTED: Saturday, July 08, 2017

 I do remember when Sears was a decent store with good service, but that was many years ago. However, IMO Sears started it's downhill slide at least 20 years ago, long before K-Mart purchased them in 2004. There is no attempt at good service in any aspect. I dropped Sears as an option at least a decade ago after falling for one of their deceptive appliance "sales" in 2003. It's too late for Sears to die a good death as they have hung around for far too long after their usefulness. Your story is one of many.  Time for Sears to close. 

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