I purchased a Kenmore Refrigerator from a Sears store in Atlanta in 2000. Since that time, my refrigerator has gone out twice. I have a service contract with Sears so I called to have my refrigerator repaired on August 25. A repairman came out to my house on August 27 and after taking it apart, he determined that the refrigerator needed to be replaced and that I would be receiving $125.00 credit for the food that had gone bad. The repairman told my husband that we should be hearing from some one within 48 hours with information regarding the replacement refrigerator. The 48 hours passed and no one called me so I called the service center. A lady named Laura answered and told me that the delay was probably due to the Labor Day holiday and the office being closed and that someone should call me the following day. The next day came and I still did not receive a call. I called the service department again and talked to another young lady that said she would transfer me to someone that could help me, she did and no one ever came on the line and eventually the call was disconnected. I called back AGAIN and talked to Bob who assured me that he would leave notes on my account and make sure that some one contacted me. No one called the following day so I called back and talked to Beth. Beth didn't know what to tell me, she just tried to transfer me to another department. When no one answered the line she was trying to transfer me to, I asked to speak to a manager. Beth refused to get a manager on the line and insisted on trying to transfer me again. When I told her I didn't want to be transferred and that I just wanted to speak to a manger she finally agreed and told me to please hold and then the line was disconnected. On the 3rd of September, I called the service center again and talked to another Bob who told me that there was nothing he could do because the people that I needed to talk to were gone for the day and I would have to call back between 8 and 4 tomorrow. (09/05/08). Each time I have called (7 times) I have spoken with a different rep and had to give ALL of my information over again and no one ever calls me back with an update. Since my refrigerator has gone out we have basically been eating out of an ice chest and buying fast food. If this matter had been taken care of in the 48 hours that was promised, then this would not have been as much of an inconvenience but it has been nearly two weeks now and my food bill for the day-to-day shopping and the eating out is ridiculous.
Ever since the repairman took apart my icemaker there has been a slow leak coming from behind my refrigerator, the vinyl in the kitchen is starting to ripple and my carpet behind the fridge is soaked. I need to know when my refrigerator is going to be replaced and how they are going to handle the damage done to my kitchen floor and carpet.
Prior to this incident I was considering replacing my stove and dishwasher with updated appliances (including service warranty) from Sears, but after this experience, I wouldn't recommend Sears to an enemy. This is the worst in customer service I have ever received and I am very disappointed in the level of service this company has offered me.
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