The complaint has been investigated and
resolved to the customer's satisfactionResolved Sears Master Protection Agreement — sears master protection agreement is a joke
resolved to the customer's satisfaction
We purchased a Kenmore Side by Side Refrigerator, a Range (Stove), a Range Hood and a dishwasher with an extended warranty for all four items. This $300+ warranty, we have renewed every year after the manufactures warranty ended.
We have had only one service on the dishwasher alone and zero service on any of the other appliances. Over the last four months, the refrigerator has constantly failed, (ran warm, spoiled the food), thus requiring service.
Each service order has a wait time of around ten days or more before a technician can even come out, therefore, we have zero refrigerator for this time and then an even longer time if a part has to be ordered.
Every time the tech arrives, he patches the fridge instead of fixing it or replacing it. This patch / band aid, last for a few weeks before the problem returns.
Today I took off from work for the scheduled 8AM - 12pm sears appointment.
Due to a No Show / No Call, I contacted sears at 10:30 AM and again at 1:15 PM, only to be assured by a customer service rep, that the technician will arrive, not to worry and he will call me when he is on the way to my house.
At 2:42PM, still a No Show / No Call from the technician, I was forced to leave my house (to retrieve my kids from school). I was back home at 3:28PM, to which I found a note scratched on an index card stating 'sorry we missed you. Sears'.
The technician DID NOT call either of my contact numbers to tell me that he was on his way, as promised that he would, in the previous two calls to the customer service rep.
I immediately contacted sears and requested to speak to a supervisor, to which I was placed on hold for over fifteen minutes before the call ended abruptly.
I called back and went through this scenario four consecutive times (for almost an hour) before finally being transferred to a Sharon, who said she was a supervisor. Sharon was not only unprofessional but also lacked the technical attributes to be a customer service rep, let alone a supervisor, she even went as far as saying that there is nothing she can do, and the only thing that I can do is wait for the next available appointment...yes you got it...TEN DAYS LATER.
I explained to her that I have two young kids and really cannot be without a refrigerator for that period of time, to which she made it clear, that it was my fault for not being at home when the technician arrived, therefore I will have to wait for the next available repair date, She then hung up the phone.
Each time I call for service, the customer service reps hound me about doing some home improvements, so just for kicks, my wife stated that she was thinking of some home improvements, in no time, an appointment was scheduled for an agent to come out for the appraisal / estimate, The agent was there at my door, THE VERY NEXT DAY.
In short, sears is no longer the sears we once knew, I will never use sears for any purchases or service again.
The complaint has been investigated and resolved to the customer's satisfaction.