Sears
After sale service - Kenmore Elite

One year ago we purchased a new Kenmore Elite dishwasher. The service in the store was good and the salesperson knew the product. We paid to have the dishwasher we purchased installed. Sears contracts out that work and consumers should read the fine print so they know that Sears assumes little responsability for their contractors. Our experience with the contractor was not good. The Sears Brand Central Manager wasn't very helpful or polite and I don't feel my complaint was ever resolved. Now, one year and 15 days later I want Sears to replace the touch pad which has cracked. It's been cracked for several months and I am at fault for not calling them sooner. I called today and spoke with three different people. The last person I spoke with tried to explain a convoluted plan where they would send someone out and I would pay them. Then Sears would repay me up to $150 after I called them. Also I had to buy the parts and they would repay me up to $100. I asked several times if they could just send someone to repair my dishwasher under warranty and was told three times, "Ain't no way that's gonna happen". As you might imagine there's more to the story, but my message is that service and selection in the store may be good, but Sears is not very customer driven after the sale. It would have been really easy for them to take care of us, but they chose not to. We no longer shop at Sears, so when it's time to replace our Sears dishwasher, stove, microwave, refrigerator, washer, dryer, garage door opener, air compressor and tools I will go elsewhere.

Company: Sears
Country: USA

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