Sears
Chipped Kenmore Cooktop Warranty Denied as Cosmetic Damage

I had heard several complaints about the customer service from Sears, despite my better judgement I chose to support a Canadian company and I purchased my new glass top Kenmore oven from Sears. Worst decision ever!!! The over was purchased in December in July is chipped and cracked. Since it has only been 7 months I assumed "no problem, warranty will cover this". When I called customer service, I barely got the words "my cooktop is chipped" out when the "customer service" rep. Says "sorry that's cosmetic". When I told her it impedes the function of the burner and is a hazard she once again told me it is only cosmetic. Well, I know better. I asked to speak with the supervisor and was told he is busy. When I insisted I was told that he is on his break and he will call me back. I said I would wait on hold, finally I spoke with a supervisor named Abdel who is located in Quebec. He was overly dismissive, rude and continuously cut me off and talked down to me.

These "customer service" reps did not take a moment to listen to my problem, they just continued to tell me I was wrong and that the issue is cosmetic.

Then he tells me that "there is a specific pattern that occurs when there is a thermal break and THAT is covered, but my cooktop does not have this pattern". When I asked how he would know that, no one ever asked me about the pattern or what it looked like, he said "Oh, well I will send a repair man to see it". The level of concern or empathy was non-existent, they didn't listen to the problem before they told me it wasn't covered. This is an outrage!!! When I asked to speak to the manager I was told he is busy (sound familiar?). Mr. Seymour (apparently) was in a meeting but is 'calling me back'... I will not be holding my breath. I am so disappointed, I have never had such a terrible experience. Thank you to Abdel, because of your service I now know I need not stop by Sears for a purchase ever again... I have a clear understanding why I hear so many horror stories about their service. When making a purchase a Sears, please proceed with caution.

Company: Sears
Country: USA

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