Sears
Oven Part Research Ticket Leaves Customer Without Oven for a Month

The oven in my Kenmore electric range (elite model with convection oven) that I purchased in 2006 quit working on July 26. I called Sears service on the 27th and was talked into a service contract. A repairman came on the 28th and ordered a part - wrong part arrived and that's were things went downhill fast. Evidently there are two parts for my model with the same part number. They had to open a research ticket. They were to have ten working days to complete the research ticket. Ten working days later, no part, but Sears didn't know that. I had numerous telephone calls from them about my repair appointment. I had to cancel the "repair appointment" three times! Because they couldn't find the part. Then they said they needed another week to find the part. One week later, they needed more information from the technician (why they didn't ask him for the information right away is anyone's guess). They needed 24 more hours. They promised they would have an answer in 24 hours! Well, another broken promise. Now they need another week. It has now been a month without an oven and they don't seem to understand why I'm mad as heck. Anyone know what recourse I have?

Company: Sears
Country: USA

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