Sears
Freezer Compressor Failed and Week Long Wait for Repair

My wife and I bought a Refrigerator from Sears 6 years ago, we have a maintenance agreement on it. On Wednesday Evening after dinner, my wife went into the freezer for some ice cream and discovered the ice cream was actually soup. As was everything in the freezer had melted. We checked the refrigerator portion and it was also not working. We called Sears that Wednesday evening and was told the earliest they could have someone out was on the following Monday. We told them that was unacceptable as we do not have another Refrigerator and have just lost more than $300.00 worth of groceries, as my wife had just gone shopping the previous day. He said he could set up an appointment for Friday. On Friday the Sears repairman came out at 5pm and said it was the compressor and that he would order the part and have it delivered to us in 3 days. Then someone would be back on the following Friday, in which my husband has to take a afternoon off of work, to meet the repairman. We asked what we were to do without a Refrigerator til then and was told we could go out and buy a small one or rent one. We can not afford a new refrigerator as we have medical bills from a emergency surgery and of course credit card bills. We were a bit peeved at this answer and went to the Sears store that we bought the unit from. The salesperson told us with a master protection agreement that we could rent a unit and to call a 1-800 number. Upon calling this number I asked why we had to wait a week for the part to arrive and why we had to rent a unit. Why Sears could not just reimburse us for the meals we have to eat out. We live in a 2 bedroom house which is 800 square feet and has no room for a second refrigerator on the first floor and to put a unit in the basement for a week or two seems unreasonable. Plus they never really gave us any information on where to rent a unit. Also why should we have too. I called them back on Saturday, and was told they would expedite the part, well we will see. Sears called back and talked to my wife later that morning and told her the same as they told me, earlier that morning and my wife told them that is still not acceptable. Customer service treated us good but the product and Sears are letting us down. At this time we are very unhappy with their service and will not go back for another product. We have bought all of our appliances from Sears: Stove, Refrigerator, Water Heater, Washer, Dryer, Gas Grill and Lawn Mower. At this point we are fed up. I will post another comment after we find out what happens.

Company: Sears
Country: USA
State: Michigan
City: Troy

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