Sears
Kenmore Elite Fridge Door Defect and Repeated Missed Service Appointments

My wife and I purchased a Kenmore Elite fridge from Sears when we moved into our new home. Within two years the door began to collapse in on itself.

We called Sears to come and look at the door. The technician said the door was a manufacturer's defect and need to be replaced.

I was in shock when the tech told us it would be over $1,200 with parts and labor (this isn't even the door that has the ice maker on it).

So, after much complaining, Sears agreed to waive the labor and service fees. However, the fridge door was still going to cost $900.00 and was told we needed to wait seven weeks for the part to arrive.

After eight weeks, we got a call from service and they wanted to schedule an appointment to come and install the door. We set-up a time and date. On the date of service, the tech called and said he was on his way. He asked if I had received the parts. I told him I had not. I spoke with the service center and they said that the work order listed that all parts were to arrive at the service center in NJ and that tech was to pick them up before service.

So, we rescheduled and had another appointment three weeks later. I received a call from the tech at 12:10PM and returned the call at 12:30 PM - twenty minutes later. At that point I was told that I missed my window and needed to reschedule AGAIN.

On the date of the rescheduled service, the tech called, said he was enroute to our house, and asked if we had the part... You guessed it, we need to reschedule AGAIN because the tech didn't read the work order and never picked up our parts.

So, I call Sears customer service to complain. The girl I spoke with, after asking for some type of consideration for this never-ending drama, told me that I needed to call the service center and she can't help me. Not liking that response, she transferred me to a "floor manager" who sounded like she was at the telephone right next to CSR I just spoke with. I asked the "floor manager" who she reported to, and she said, after stammering to make up a name, "Albert." I asked to speak with Albert who was not in. So, I asked the Candace who she reported to when Albert was not in. Her response was no one... Just plain, bad lying on her part.

So, knowing she was lying to me (as I am sure they are instructed to do), I asked who Albert reported to. She stammered and made up another name (Cynthia something). I asked if I could speak with Cynthia. At that point, I was told that Cynthia was not in today. AGAIN, BLATANT LIES BY SEARS' CUSTOMER SERVICE FOLKS.

So, I asked, "Is anyone working there today that I can speak to?" Her response, "No."

I hung up the phone in disgust. Will this nightmare ever end?

Please, if you buy anything from Sears, do not expect them provide any type of customer service... They will lie to you and create this giant wall of people who speak poor English that will never allow to resolve your problem. THEY ARE TRAINED TO LIE AND SEARS' QUALITY HAS SUFFERED.

I will never purchase anything there again - EVER!

Company: Sears
Country: USA
Address: 3333 Beverly Road

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