Three months ago, when I first moved to Oxnard, CA, I purchased a new refrigerator from Sears. I went to the store and purchased a Kenmore refrigerator in Ventura, CA. I also purchased the extended warranty.
The refrigerator was delivered by a company that contracts out with Sears. I noticed when it was delivered, that the door on the freezer wasn't secure, and didn't close properly.
I actually called them, the delivery company before they left the area, and they came and looked at it, and said it was defective, and I needed to call Sears. So I called them, and they said they couldn't come to my apartment for a week, to have a technician look at it. I said I just purchased this, and it is brand new, and defective, they said that is the soonest we can send someone. So, in the mean time, my food was spoiled, which they did reimburse me for.
The technician came a week later, and said it was the thermostat that was bad, and replaced it, and I said, it is a new refrigerator, and I won't accept this, I want a new refrigerator that doesn't have problems, why should I accept a new refrigerator that is defective?
They did exchange the refrigerator for another one, but it took another week to receive it.
Well, it has been a couple of months, and I noticed my refrigerator was making noise, and my ice cream in the freezer was defrosted, and the bread wasn't frozen in the freezer, so I turned it up the thermostat to 3/4 near the coldest adjustment, and it finally froze my food.
I called the repair company on Monday to tell them the problem, and they said they could send someone out on Thursday, between 1-5, and I said this is the soonest, they said YES, I said I would like them to come in the morning, and they said someone would come between 8-12, I said ok.
Tonight I noticed an 800 number tried to call me, so I called them back, it was Sears, they didn't even leave me a message, then I spoke with the repair department, and they said they were confirming that they would be at my house tomorrow between 1-5, I said no, you promised me 8-12, I said I have appointments in the afternoon, I said that is so unprofessional, she said that is what I show, I said that is wrong, I want to speak to a Supervisor, and she put me on hold for over 5 minutes, then I got transfered to the tools department, she just transfered me to another department, so she didn't have to help me.
I called back and spoke to someone else, I asked to speak to a Supervisor again, and they put on an Account Manager, he said you are scheduled for 1-5 tomorrow, and I said that is not what I was promised.
He said they are not in now, won't be in until tomorrow at 8AM, I said can't you get in touch with someone and he said no, I asked to speak to a Supervisor but he said he is the best person I can talk to, I even got his name and ID number. He said he sent message to someone, and for me to call tomorrow morning. While I was typing this I received another automated call, saying that they would be here between 1-5 tomorrow.
This is so frustrating, that I have purchased my first brand new refrigerator with an icemaker (I don't have it hooked up, it is just in the freezer), and I have had nothing but problem after problem, all this has happened within the last 3 months.
Tonight I defrosted a piece of steak from the freezer, and when I went to cook it, it smelled bad, I took a couple of bites, and threw it out, I realized that my freezer had defrosted some of my food, so probably all the meats are bad now, that were refrozen, I hadn't thought about it at the time, that the meats were bad.
My friend said I should just return the product and get my money back and buy a used refrigerator from on line, and would probably have less problems with it, but I felt more comfortable having an extended warranty, so I didn't have to worry, but it seems all I have are problems, and I don't know what my rights are, or the policy for returning my refrigerator.
I hope to get a resolution to this problem, and welcome anyone else that has shared the same frustrations, of dealing with a large company, that seems to have unethical products and service; and a solution to it.
Shayna
Oxnard, California
U.S.A.
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