Sears
Charged $129 for Oven Call That Took Fifteen Minutes

Called Sears on Feb. 29th to ask a question about an error # on my Kenmore Built-In Oven. The woman who answered told me that my warranty on my oven had expired. It was a 4 yr. warranty, but was only installed 2 years ago when our home was completed. I wanted to know what this error code meant, since my manual did not have answer to this. She told me that I could not get an answer to this question unless I made a repair appointment.

I asked to speak to a technician so I could determine what I was up against. She said I could not. I had to make an appointment first and pay upfront? Pay upfront, I didn't know what was wrong with the oven. I had to pick an option over the phone first and guess what the damages would be. $65.00 for a call plus labor & parts, $129.00 plus parts, or extend my warranty. How was I to choose when I didn't know what this error code would entail.

I wasn't going to get any help unless I made a decision right then and now. I guessed and chose to pay $129.00. I made the appointment for the next day for an afternoon appointment. He showed up in the morning. He looked at the oven and pushed 2 buttons and the oven door unlocked. He was there about 15 min. He insisted on the $129.00 and a drivers license when we wrote him a check. Was I overcharged, YES!

No parts or substantial labor was performed. I don't mind paying for service, but this call should have only cost me $65.00 and... If Sears wanted to keep me as a customer, this could have been corrected over the phone in a matter of seconds. Do you call this good customer service? This was a call to get service money instead of trying to help a customer over the phone. We will never buy another Sears product again after this episode.

Company: Sears
Country: USA

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