Sears / Top Stove
Do not honor warrantee

Sears warranty

I need to have my top stove that is under Sears warranty fixed. I have called Sears and set up an appointment with a Technician. The first time the Technician came to my home I explained that my stove top has scratches mainly in the area where you turn the knobs. I also showed him how you can't notice the scratches until you put on the hood light which I just installed and called Sear immediately as soon as I notice it. I told him that it was either purchased with the scratches or when Sear installed the stove top it got damaged. He stormed out and claimed he would have to speak with his supervisor Kevin Norris 732-886-8814. He said that I will get a call from Sears. After waiting for a week I called up I ask to speak with Mr. Norris they said he was on vacation I requested to speak to his manager and they said that he had no Manager. I finally received a phone message that stated I would have to buy a new stove top that they are not going to repair it because I didn't call them after a month.

I then called up the warrantee explained that I did not install the stove top until my counter was put in. I then called Sears and had them install it. I looked around for a long time and finally found a hood range that would fit. I purchased the Hood from Sears and did not install it right away I shopped around to find someone to install the hood top which came with a vent and lighting. Finally I had it installed and that is when I notice that the scratches where on the cook top. I immediately call the warrantee Department they told me that even though I didn't put in a claim right away my warrantee covered cosmetics and it was good for two more years. They made an appointment for the Technician to come out and service me. The Technician came out and used a scratch pad and made matters worst he ran out and said he had to talk to his supervisor. I called many times and no one ever answered the phone. I then wrote to the corporate office on July 18, with a complaint that Service played for not being provided. I then proceeded to call the customer service department at 1 800 827 6655 the office personnel stated that they could not do anything for me. On July 24. I received an apology letter for the inconvenience this may have caused, and would be happy to schedule a service appointment, or discuss the concern regarding your recent service experience with you. Tracking number: UT20070723_0000006086. I then proceeded to call again this time I spoke an employee who got in-touch with Mr. Norris which I may add took a long time and he exclaimed he was on the phone with another customer. Then she left me on hold with Mr. Norris feeling she had resolved the problem Mr. Norris never answered the phone an hanged up on me I called again and spoke to Robert in Recover he was going to find a district manager to help resolve this issue. He told me I would have an answer with-in 48 hours. I did not receive an answer. I called again and to a girl and she told me that I would get an answer in 48 hours also but, never did. I called again this time I spoke to Dorothy I.D. 51166 who told me that she could and would not do anything to help me that I would have to get Kevin Norris to give the O.K. She stated that I should have had it reported with-in one month. I explained how could I report it if I did not see it the damages. Then she said she had no manager that I could talk to and stated well when you bought the vent you should have reported it. Once again I had to explain I bought the vent but had to wait for someone to install it and it didn't happen right away besides don't I have it insurance warrantee and it states I have cosmetic coverage. Her answer was if my stove top would have been peeling then she could do something about it. I need to either get the warrantee department or the technician supervisor. I exclaimed that is why I am calling the cooperate office to get help. As a consumer do not understand how a Sears's corporate office has given their employee so much power and I keep falling on death ears.

All I know as a consumer I am not being provided with coverage on warrantee I have paid for. I also know that I did not create the damages and Sears's employees do not want to take on this responsibility. What do you do when departments have you going in a circle. They are paying more money to avoid the issue than to take care of it.

Sincerely,

Jo-Ann Bertrani

631 630-4207 Day Phone

718 445-8666 Home Phone

Company: Sears / Top Stove
Country: USA

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