We have a Sears Kenmore refrigerator. The unit has the freezer on the bottom. We also purchased a Repair Protection Agreement for $90.46 per year (Cert. 152306124500040). On Wednesday, July 24 I noticed that the cooling in the top section of the refrigerator did not appear to be working because several of the items did not seem to be cool. I placed a thermometer in the refrigerator and it read 55 degrees F. The freezer seemed to be functioning except there was a lot of “frost” in the freezer. I called the Sears number at 1-800-4-MY-HOME and talked to an agent. He asked several questions about the refrigerator. He said he would schedule an “emergency repair” for Friday, July 26th between 1:00 PM and 5:00 PM. I asked if it could be done any sooner since we didn’t have a way of cooling our food and he said “no”, that was the soonest. I stayed home Friday and waited all afternoon for a repair person, but no one showed up and no one called. At 4:45 PM, I became concerned that no one was coming, so I called the Sears repair number. The first person I talked to said that I needed to call the repair company, WWA Parts and Service at 209-545-9900. I replied that calling the repair service was what Sears needed to do since no one showed up and they (I assumed) didn’t even have the courtesy to call me and inform me that they would not be coming. The agent insisted that I needed to call the service company, so I asked to talk to a supervisor. I was put on hold for fifteen minutes and ended up being disconnected. I tried two more times over the next hour, talking to a different agent each time, and being put on hold and then disconnected each time. On the fourth try (90 minutes after I first contacted the first agent) I was able to talk to a supervisor. She said she couldn’t do anything, apologized, and asked me to call 1-800-479-6351 and choose “option 5” the next day (Saturday). She said that everyone at this number was a supervisor. I called the next day and talked to a “Sarah”. I explained the situation to her. She said she would look into the situation and she put me on hold. After about ten minutes the phone rang again and the person who answered didn’t know anything about the first call and wasn’t even at the same location (Florida versus Texas). This time I talked to a person named “Jenete” who said he/she couldn’t do anything and that I needed to call the service company. I asked for a supervisor and was told that there were no supervisors on duty. On Monday, July 29th I called the service company, WWA Parts and Service, and got a recording that asked me to leave my phone number and address and someone would call me back. No one called me back. Early this morning, July 30th, I called again and got the same recording. Shortly afterwards, a lady called me back and apologized for not contacting me the previous day. She said that they had informed Sears that they had no service personnel until the following week. She indicated that usually, when this happens, Sears will contact another service company. She said she would, however, schedule someone to look at my refrigerator on Wednesday.
I don’t mind so much that it will take so long to have my refrigerator looked at although I would prefer that it was taken care of right-away. My problem is Sears not scheduling it right in the first place and their agents giving me the run-around and being hung up on multiple times when I attempted to find out the status of the repair.
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