Sears
Cracked Glass Range Top Denied Under Service Contract

We have a glass-top kitchen range bought from Sears 11 years ago. We have always had it covered under a service contract, for which we have been paying for 11 years. They told us that if anything ever happened to the top and it cracked for any reason, it would be repaired under the service contract.

A couple of weeks ago, we notice that the top had spontaneously cracked, so we called Sears to get a repairman out. It took us a week and a half to get someone to the house, and he said that the top was no longer available, and the break was our fault, we must have used the wrong kind of pan or struck it with something, etc. He was very rude, and left. We called Sears customer service, and explained the situation. They said we would be given credit toward a new stove, and gave us another number to call. We called that number, and was told that our claim was denied. They refused to tell us why, and refused to tell use who denied the claim. We would not be given credit for the years of service contract payments we had been making, and there was nothing we could do.

When I first called for a repairman, the person I talked to said something like "Didn't you say you had just moved?" I said no such thing. The range is sitting exactly where it was since Sears put it there 11 years ago.

It looks like perhaps Sears now has a policy of denying service contract coverage whenever it can get away with it.

Company: Sears
Country: USA
State: Massachusetts
City: Burlington
Site: sears.com

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