Sears and Roebuck
Refrigerator Smoke Odor and 16-Day Wait for Warranty Repair

We purchased a refrigerator from Sears. We also purchased an extended warranty for the refrigerator at the time of purchase. On July 29 we noticed a "smoke" odor coming from the unit and the unit was not cooling. In order to prevent further damage to the unit we unplugged it and call the Sears service center the next morning. We were told that the next available date that could send a technician to check out the unit was August 15. This meant we were without a refrigerator and had to eat out for 16 days. When the technician arrived (on Aug. 15) he did not have the parts necessary to fix the unit. He ordered the parts and scheduled to return to finish the job on September 19. The parts arrived on Aug. 17 meaning we will have to wait another month simply because the technician could not return any sooner. My complaint is we paid money for the warranty expecting Sears to provide service in a timely fashion. Had we known about their slow response to calls we could have elected to purchase a service agreement elsewhere or not purchase one at all. I feel Sears should have to inform future customers of their response times as well as reimburse me for the cost I experienced in eating out during the time I am without a refrigerator.

Company: Sears and Roebuck
Country: USA
State: Illinois
City: Hoffman Estates
ZIP: 60179
Address: 3333 Beverly Road
Phone: 8472862500
Site: sears.com

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