4 years ago we purchased an oven from Sears which carried a warranty for 4 years. We got our final on our home 2 years ago at which time the Kenmore oven was installed. The oven quit working Feb. 29th with an error code on the oven door. I called Sears and asked for a technican but they would not connect me to one since my warranty had run out. I told them I only wanted to know what this code meant since it was not listed in the manual that came with the oven. I called again the next day and asked again to speak to a repairman and they refused to let me talk to anyone unless I made a service call appointment. They told me to log onto their sight and download a manual and that should answer my question. I did so, and got the same manual that I had in my hands. I called again on the 3rd day and had to make a service call appointment in order to get any help. When I talked to the lady she still would not let me talk to anyone about my problem. She immediately told me that there would be a fee. $65.00 plus labor and parts or pay $129.00 plus parts, or extend my warranty. If I knew what this error code meant, I would be able to know what I could afford. Would it entail parts? Was it just a simple adjustment over the phone? Did I have to replace the oven? They didn't want me to know what I was going to face. I was so upset I just chose to pay the $129.00 and hoped for the best. The repairman showed up the next day, (not even at the scheduled time) and worked on my oven. He pressed 2 buttons and the oven was working. He was there about 15 minutes. This could have been taken care of over the phone. But because I had no more warranty, I was not considered a customer of Sears anymore. I don't mind paying for service if needed, but I should have only been charged the $65.00 since no parts or substantial labor was done. He insisted on collecting the whole $129.00. I was overcharged $64.00. If they believed in good customer service, this could have been handled over the phone in a matter of seconds. We will never buy another product from Sears again.
0 comments