Sears Refrigerator / service center is a joke!
Upon returning from a week long vacation we discovered our new 6 month old Sears Trio refrigerator stopped working. The freezer section was fine. Everything in the refrigerator section had to be discarded. We called Sears, [protected] (July 15, 2006) for service as the product was under warranty. We were told they could have someone there on Tuesday - July 18th, 4 DAYS LATER! This infuriated me, it's the middle of summer, and we have no refrigerator for 4 days. The service technician arrives 4 days after our initial call only to tell us we need a new motor, which he doesn't have and he'd have to place an order for the part. I asked him if he has dealt with this problem before and he tells me yes, it is common with this particular model refrigerator and Sears has since replaced the newer models with the motor he has to order. (MY BLOOD PRESSURE IS RISING!) I email my complaint to Sears that night (7/18/2006) via their web site. "If a consumer has to wait 4 days to have service on a refrigerator and Sears is aware of the service problem, why wouldn't they send a service technician with all the possible parts that could repair the consumer’s problem? Especially a problem that Sears knows is common with that particular model refrigerator” I requested a phone call response to my email. Instead Sears sends me an email response the following day, thanking me for my suggestion. I phoned the customer service department to complain again on Wednesday 7/19/2006. Response: “We understand your frustration and our records indicate the part required to repair your refrigerator is being shipped today (Wednesday). When you receive the part call the service hotline to schedule a repair.” (BLOOD PRESSURE RISING HIGHER) The next day the part arrives and I call to schedule a repair. They will be able to send someone on Saturday - 7/22/2006, between 8 am and 12 PM. (We have been without a refrigerator for 1 week now). Saturday morning I get a call saying the service technician had an emergency and they need to reschedule service on our refrigerator. The first available date they can come out is Wednesday, July 26th! I lost it and said a few nasty words to the phone representative, which I regretted at the time. I asked her to connect me to her supervisor and she responded “I don’t have a supervisor.” I asked whom she got her orders from and she responds “from the computer.” Again she says "our first available date for service would be Wednesday, July 26th, is that good for you?”. My response: “NO I demand service today and explain that we've been without a refrigerator for a week.” Again I ask to speak to her supervisor and again her response was: “I don’t have a supervisor”. Then I ask to speak to the person who told her to call me. Response: “I get that information from the computer”. Okay then I say, let me speak to the person who gives you your paycheck, or do you get that from a computer to?” Her response: “As a matter of fact I do get my paycheck from the computer. Would you like me to schedule you for a repair on Wednesday, July 26th? I respond: “NO” and slam the phone down. (I don’t regret the expletives I said to her initially) I immediately call Sears home repair 800 #, and ask the representative to connect me to her supervisor because I know she won't be able to help me. She responds that “supervisors are hard to find on weekends” but she'll connect me to that department. After a few attempts she connects us to another department. We waited for one whole hour for someone to answer our call, listening to a recorded message saying "thank you for your patience; someone will be with you shortly". After one hour of listening to this recorded message we were disconnected. We never spoke to anyone. We then decided to call the Sears store where we purchased the refrigerator. The salesperson listened to our complaint and assured us he would have a customer service representative contact us immediately. Someone returned our call within approximately 10 minutes and said they would change the service date to Monday, July 24th! It is the best they could do. I'm so frustrated at this moment I feel I have the strength to haul this refrigerator on my back and carry it back to the Sears store. Instead I came to my senses and found this site to vent. We could have called a local appliance repair person a week ago and had the refrigerator serviced and running but why should we pay someone else? You can bet we won't be purchasing an extended warranty contract from Sears once the warranty runs out. In fact I will never purchase another product from Sears every again! Thanks for allowing me to lower my blood pressure by posting my complaint. MG.
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