Sears issue..

sparker298 · June 2011

I don't think I have the energy to elaborate to much, but all I can recomend is that you don't purchase an appliance from sears with their protection agreement. Put it this way, we have been with out a fully functioning fridge for about 3 weeks now. At first it was the freezer, it took a week before we were able to get an appointment with a service tech, another week to get the new part and a new appointment. Then its not repairable so since Friday the whole unit has been out. One call after another, no one can get the story straight as far as what we are entitled to for our warranty replacement. The store sales rep who sold us says we are entitled to a higher dollar amt then what the service line says. I have spent every night on the phone since friday each time for about 2 hours, get the records straight only to call back the next day to have them say no record of the previous phone conversation. When I ask for names, no one will give a last name, when I ask for a supervisor they seem to want to relay messages thru the rep on the line. Here I sit waiting again for a call that is supposed to come in 24-48 hours, so i'm in the 25th hour, guess I have to wait another 23 to see if they finally got my credit right so I can get replacement of my unit! ARGH!! Sorry so long, I had to vent but also had to share how horrible this has been. We have been living out of a cooler, How nice right.

houndbaby · June 2011

That sucks that you don't have a working fridge! CSRs not giving last names is pretty standard, when I was a CSR we were not allowed to give out our last names, we had specific ID numbers that were for giving to customers who asked for them. We also did the ask the supervisor the question and relay the message thing. It looks bad on your stats if you have calls going to the supervisors so the supervisors try to avoid taking calls at all costs so their team looks better. You just have to be persistent and demand to talk to a supervisor. I personally have never had any trouble with my sears warranty, but hopefully they get everything straightened out soon and you can get a new fridge!

nightmare_of_beauty · June 2011

Sears is evil! Stay away from Sears!

oh...did I mention I worked there for 3 years?

~Jen · June 2011

That is some crap. You should have opened (and i still would) a BBB complaint. That usually gets the eye of a higher up and they want to resolve the issue. I also would ask for their ID number. Next might be a call to the news! 2 babies at home and no fridge = real bad image for sears!

sparker298 · June 2011

After 7 nights of being on the phone w/ them for a few hrs a night, our fridge is supposed to be coming tomorrow afternoon. What a fricken nightmare this was. The plan itself isn't bad, it was the customer service department that couldn't get the details of the warranty right. Glad I finally got ahold of a manager that would follow up and follow through, just wish it had been on the 1st phone call! ARGH, lesson learned. I am not buying anything other then clothes from sears from now on.

Sears issue..

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