Sears
Kenmore Vacuum Protection Plan Information Wrong, Repair Runaround

On July I bought a Kenmore vacuum cleaner at Sears. The lady told me about the Protection Plan "if you have any problems, they will not even fix it, they will give you a new one". Good, I decided to get it. Well the vacuum never worked very well but, I was trying. In December it broke down. I went to the store, they gave me a phone # to call and get it fixed because Sears gave me the wrong information, I can't get a new one. Called several times, nobody answer. Called the phone# on the protection agreement. I'm sorry, you need an appointment to get it fixed. Gave me a new number to call. Call cannot be completed. I called customer service and they said because I was under Kenmore warranty I should just take it to the store and they would give me a new one. When I got to the store I found that Sears gave the wrong information. I have to send it to repair. They gave me customer solutions number. Customer solutions said I could drop it off at the store to get it fixed. I went back to store. Guess what sears gave me the wrong information. You have to drive 10 miles and take it to Repair I can get it for you but it will delay the service at least one month. Finally they got to talk to someone into repair and they said I didn't need an appointment. I took the vacuum there and I will probably have it back by January 10th. I called customer solutions again to check if they could do anything about it and they said I'm sorry this is the highest you can go and there is nothing we can do. You have to wait. I just would like to vacuum my house before 2012.

Company: Sears
Country: USA

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