January 12, 2021
My name is: Angela Brooks,
1760 Cranston Grove Dr.
Dickinson, TX 77539
[protected]
I purchased a complete appliance suite in February 2019 that included all Kenmore products: Stove, Refrigerator, Microwave, Dishwasher, Washer and Dryer. I also purchased the Master Protection Agreement on each product. My freezer door would not close so on December 14, 2020 I contacted the service department by online chat. I was told by the person I was chatting with that all I needed was a part that I could install myself. He said he would send it to me and it would take a week. I waited a week but did not get a part. In the meantime my refrigerator went warm and stop cooling and had a gas odor. On December 18, 2020 I called the customer service number and after being on hold 45 minutes I was given a service appointment to have my refrigerator checked by a service technician . On December 22, 2020 the service technician came out and completely took my refrigerator apart. He replaced the compressor and the coils and I am not sure what else. The repair man said refrigerator was also leaking oil. He spent about 4 hours repairing the refrigerator. When he was done he said the gas smell would be gone in 24 hours if I put coffee grinds in the refrigerator. I put in the coffee grinds and a box of baking soda on the December 22, 2020. (Today is January 12, 2021 and the gases are still in the refrigerator). I gave it a couple of days and called back, after 45 minutes on hold I was told I had to have another service appointment, which I did. On December 26, 2020 the service technician came back and told me that the gases would leave eventually. I ask how long do I wait and he said he did not know. I called the Protection Agreement Dept and was on hold for two hour and 30 minutes before I hung up. I gave it a few days and called the customer service number and stayed on hold for 30 minutes. I got another agent who told me I could not get a replacement refrigerator until I have had four service calls, so I got another service appointment. On December 30, 2020 the service man came in and said to me " I have been already", I said yes you have. He checked the refrigerator and determined that the refrigerator should be replaced. I called the Protection Agreement Department again (184 minutes on hold) and was told by a supervisor they would escalate my request to see if it can get approved. I would hear back in three days. Since no one called me I called again on December 7, 2021 (2 hours on hold) with no one answering. I had to hang up. I called again today January 12, 2021 (45 minutes on hold) and was first told by Eric I was approved to get a new refrigerator but I had to wait on hold until he filled out my paperwork. When Eric came by to the phone he told me I was not approved because the refrigerator just had a gas smell. He proceeded to tell me that I had to have another service technician come out to determine where the gas was coming from. So I will take off work again for the fourth time to have this refrigerator checked. I have lost all my food in my refrigerator and my freezer.
I have followed Sears Warranty Protection Agreement process as your customer service agents has instructed me with no resolution in almost a month. That is a month without a refrigerator and having to purchase bags and bags of ice for my ice chests. It also made it very difficult preparing a meal through the holiday season. I need some assistance as soon as possible. There has to be a better way help your customers when faced with a broken appliance. By the way I was told by one of your technician told me that I purchase a refrigerator that is one of the worst Sears sells. How do you think that made me feel knowing that this refrigerator has only last a little over a year and a half.
Please contact me for assistants with this matter.
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