When our Samsung 46" TV died, we contacted Sears to repair the TV, pursuant to an expensive extended waranty we purchased from them. The techinican convinced us that we could fix the TV ourselves and insisted that we would received the necesersary part in 72 hours and that it was an easy repair.
When the part did not appear as promised, it took two additional calls to have the part shipped. Once the part was received (10 days after the initial call) we tried for 2 days to fix ourselves. The part did not work. So we called Sears again and were advised that the first available service appointment was 14 days out. We waited, and once repair man arrived, we were advised that another part had to be ordered. An appointment was set to install that part 14 days in the future. 2 days before the scheduled appointment, Sears called and because the part had not yet arrived, they cancelled the appointment. They promised to track the delivery and call us back, and did not.
The part did arrive on the date that had been set for service, but cancelled by Sears. We then called to schedule installation of the part, only to be advised that it would be another 14 days before they could send someone out to install the part.
We were advised in the middle of this that under our warranty, we could rent a TV for up to $50 a week, but were unable to find any source that would rent a TV to us for than a 6 month rental.in our area of Los Angeles, the rental reimbursement provision is useless.
We are now almost 2 months without a working TV and Sears tells us that it is just too bad, their service queue is backed up and nothing can be done to move us to top of the list.
In between the delays have been numerous calls to Sears seeking assisitance and promises by Sears that they would call us back. They have not done so.
Numerous efforts were made to contact Sears home office to get assistance, without success. We have had to explain the situation no less than 15 times. On several occassions, Sears denied any contact by us or any record of our initial contact. We had in our hands the part they sent us to try and fix our TV ourselves, yet they denied we had any service record with them at all. As if we would make up a story about being told by Sears to fix our TV ourselves and would further make us a UPS tracking number and a Samsung part they sent us.
Positively the worst service ever. Nothing on the phone but people reading scripts and NO ONE taking any responsibility for customer service. We were sent to numerous other numbers and departments to get help, from scheduling, to dispatch to warranty service to the truck parts department (yes, the truck parts department).
Spent hours on the phone with Sears, and was disconnected at least twice, to people that had our phone number, and they did not call back, which required we call the 800 number again, explain the situation again, argue with Sears again and wait in line for a supervisor, again.
What was really sick was that in the middle of this, we received a letter and brochure from Sears offereing to extend the warranty, for another $490.00.
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