I purchased a refrigerator from Sears in 11-07 with a one year warranty. Six months later it broke and their service technician determined that it was not repairable. I was given a case number and told to call Sears One Source customer service department. I contacted Sears One Source to arrange for a replacement.
I was informed that my model had been discontinued and the new sister model would cost $400 more than I paid for the original. They stated that I was responsible for the difference and they would not replace my refrigerator with the new model unless I paid the difference. They also stated that I was not entitled to any refund whatsoever.
I compared the specifications between the new sister model and the one I originally purchased and they are identical, line for line. The only difference is the water filter was moved from the right side to the left side and they added a wire basket on the inside of the freezer door.
The people at One Source were extreemly rude and insulting and offered no alternative solution. It is not possible to speak to the same person you start with and they do not call you back, EVER! I went to the store and met with a sales person named Jaime Guevara and explained the situation to him. He went to speak with his manager and when he returned, stated that the store would take care of this and I would be getting a new replacement model refrigerator without additional cost and it would be delivered on Friday of the following week. I called One Source the Wednesday before to confirm the delivery and I was told that they had no record of the delivery.
I went back to the store and met with the department manager. She told me that Mr. Guevara had no authority to make the exchange and that I had to deal with One Source. I called them again and they again refused to deliver the replacement unless I paid the additional $400 and again refused to give me a refund.
It is going on a month and I do not have a refrigerator. I would like to add that prior to their service technician trying to fix the freezer, at least the upper part (refrigerator) worked - after he left, that too failed and we lost all of the food we had in it. This is and continues to be a nightmare!!! Sears One Source has succeded in DESTROYING the reputation of Sears and I have no confidence in the company and will not buy from them again. I had been a customer for 35 years.
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