Sears, Roebuck and Company (Sears.com) Complaint

PROBLEM WITH SEARS KENMORE...

Reviewed by Eleonora
Complaint

PROBLEM WITH SEARS KENMORE REFRIGERATOR

It is important to vent when you feel you have been mistreated by a company that you have trusted for so many years, the company is SEARS.

We purchased a Kenmore Refrigerator on October 2006 and after seven months of use, the refrigerator stopped cooling. The freezer worked fine but the refrigerator side temperature would be at room temperature. I called the (800) SEARS service number and I was told I had to wait 7 days. I pleaded with them to understand that we had twin newborns and it was imperative I get service much sooner then that, those pleas were totally ignored. The techs finally arrived a week later and stated that I must have left the refrigerator door open and just allow it to defrost for one day. That was it, no repair or diagnostics. I know that I did not leave the door open but at that point just relieved to have my refrigerator back in 24 hours. The refrigerator worked fine for about 3 months and again started to have the same problem, Unfortunately, the way I found out was that the babies’ milk had spoiled. I called Sears service and again waited for one week for a tech to arrive. This time there was a totally different diagnosis, the motor needs to be replaced. Now, the motor is not in stock and I need to wait another 10 days. On the 10th day, the motor was replaced and again the refrigerator worked fine for two more months. This brings me to today, November 8, 2007; the service tech came in yesterday and stated he needs to order another part. There will a week delay for this part and tech will be out in about a week.

Now, realize the most ridiculous of this situation is not the fact that the refrigerator is an obvious lemon, is the way that SEARS has handled the entire situation. The emails to the corporate office are ignored, the managers at the retail store tell me to call the 800#, techs take 7 days to get to the house, another 7 days average to get parts.

I will never buy anything from SEARS again and don’t recommend that anyone buy another appliance from SEARS, this is the worst example of customer service I have ever seen from any company. I will update this message with any new developments.

If anyone has questions about this post, you can contact me at tica0617@yahoo.com.

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