Sears
Warranty Renewed on Wrong Plan, $2700 Refrigerator Declared Unrepairable, $500 Offered

In February I called to renew a Master Agreement on a refrigerator purchased in 2007. I paid for it over the phone and was told to keep the existing agreement paperwork and it was back in force. I then requested a service call to check the ice maker because it was slow to make ice. The tech was here approximately 10 minutes that day and told me that there was nothing wrong with the refrigerator it was a water line problem.

This past Monday, the refrigerator stopped working and threw a code, I called for a repair and was told the tech did not have to come out because the code told him what to order in parts. Today, the tech came to install the parts. After installing the parts, it did not fix the problem, he then spent about 1 and 1/2 hours on the phone with support walking him through what he thought was an electrical problem, after trying to follow the person on the phone, support concluded that this 4 year old $2700 refrigerator was UNREPAIRABLE. I found this to be incredible that a product that was less than 5 years old could have a problem to make it 'SCRAP."

At this point I was informed that I had a smart agreement, not the master agreement I had requested, and since I had not received any paperwork I had no idea what I had. I was not even aware that there were two different agreements. Now I sit with a $2700 refrigerator that Sears warranty is only going to give a $500 replacement. This is absolutely the worst customer service I have ever encountered. I am totally frustrated, I was just on the phone was someone from the warranty department Tanya and she disconnected me while I had been waiting. It's been almost 1/2 hour now and she still has not called me back.

I am totally disappointed with the treatment by Sears, this was always my go to company for especially appliances but after this shell game I was played I will never, ever step foot in Sears again after I make this forced purchase, since it is only a credit for a refrigerator and not even a check. Customer solutions has been useless. I feel I was lied to when I purchased the warranty extension and I am being given nothing but a run around now. Every time I ask for a manager or corporate I get transferred back to warranty. I am totally disgusted.

Company: Sears
Country: USA
Address: 3333 Beverly Road
Phone: 18005494505
Site: sears.com

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