My wife and I purchase a Sears top-of-the-line Stainless steel Kenmore Elite side by side refrigerator/freezer. We spent the extra bucks hoping we would have a trouble free appliance with out-
standing service. We got the shaft!!!
Number one, it took TEN days to get a serviceman here. We are only 25 miles east of Stockton, Calif., we are not out in the boonies. Our "scheduled" time was 8-12 A.M. After taking half a day off from work, I waited. At 10:00A.M. I got a call stating that the man was running late and would be an hour late. I called back to the 800 service number, went through the horrific automated phone process and then was put on hold for 10 min. To talk to a real person. I just asked to have the serviceman call me with an accurate time of arrival so I could put my dogs in the garage... Simple request?
I heard back from NO ONE, and finally called the 800 number again, went through the "process" and voiced my very angry review of their terrible communication with their "valued customers" I heard nothing, nothing, until the repairman showed up at... 4:55[p. M! The only, and I mean only, saving grace of this whole melee, was Armando, the serviceman. He listened to me gripe, was apologetic, and got the job done quickly. It turned out to be a very tacky-looking, plastic relay made in Mexico. C'mon Sears, is'nt this the top of the line model. It looked like it cost $3! I had just purchase the $250 Sears extended service contract, and I felt cheated! I almost feel this cheap part was designed to fail after the Warranty ran out. It was very, very cheap looking..
My final point, the economy is really in the gutter and almost every business is really trying hard to at least retain their customers... How can an established brand like Sears, give the shaft to a valuable customer??? This was a fridge and freezer for God's sake and we lost alot of expensive food, including over 15 lbs. Of Mahi Mahi I had caught myself, this really hurt me.
With so many alternative businesses scrambling for their lives, I just can't believe that Sears could have such poor service and communication. I lost a full day of work, lost food, and was completely angered at the whole rotten service system they use. How about giving out the serviceman's phone # so you can call him. Very poor system, way too many service center operators, and the worst customer communication I have ever dealt with...
Sears you have got to do better than this!
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