Sears
Refrigerator Icemaker Repair Refused Despite Promised 30-Day Window

We purchased a Kenmore side-by-side a little over a year ago. The refrigerator barely made it 10 months before dying. At that point we had it repaired under warranty. Over a period of 3 weeks and 3 or 4 visits, it was finally repaired. Not 2 months later (when it was finally out of warranty) the icemaker stopped despising ice. Knowing my credit card extends warranty claims by 1 year we had Sears come out to give an estimate. We were told that there was a $60 diagnostic fee, but if we got it repaired that would be applied to the cost of the repair. We knew it would be a week or more for the credit card company to approve the repair, so we asked if we could wait on the repair until we were sure it was covered. We were told that would be NO problem and we could call back ANY time within 30 days to schedule it. We got approved about 2 weeks later and called to schedule the repair. First we were told that we needed to get them a credit card number to order the part, which we did. Then we were told there would be another $60 diagnostic charge because we had declined the repair. We explained that we DID NOT decline, we just were not immediately ready. We also told them what the repairman had said about having a 30 day window. After a good 1/2 hour on the phone we were told that there was nothing they could do and that we should call the local repair center to see if they had a way to get the repair done as was promised. We called them the next day and got the same refusal to help or fulfill the promises they had made. I am seriously disappointed in Sears.

Company: Sears
Country: USA

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