My Elliptical trainer which cost me over $700 broke in March. It was 13 months after the purchase and stupidly, I had not purchased an extended warranty. It was one month past warranty.
My husband and I drove the machine 30 miles to the repair center only to find out that they do not repair those at that facility so it would be necessary to have a repairman come to the home. We took it home and called Sears Repair. Approximately 3 weeks later we had a repairman there to assess what would be needed. He was an elderly gentleman and did not seem very assertive or knowledgable about the machine. (My impression). He told us that these machines break from overuse. (It had been used for approx. 1 hour for 4-5 times a week.)
We agreed to have parts ordered and paid around $360 in two separate payments after the repairman returned and "fixed" it. He promised that his repair was good for 90 days and anything done by him would be covered.
Two weeks later, I started to work out and heard a loud popping sound after I had been on the machine for about 30 seconds. I realized that the steel platform that the pedal rests on had come loose. I immediately got off the machine, saw that something had popped loose and called Sears back. At that time, I told them about my concerns with this particular repairman and requested another. They assured me that they would send a different tech.
Another two weeks went by (my machine has been broken for quite a few weeks now). The Repairman showed up for his scheduled appt. And it was the same man. I didn't question but allowed him to once again assess the machine. He told me that the platform (he called it a spring board or something) was warped and would have to be replaced. It would cost an additional $275. Keep in mind that he was the one that had hooked all the parts back together 2 weeks prior. I asked him if the part had been bent or warped 2 weeks ago and he said, "it couldn't have been because I wouldn't have been able to align it. See I can't align it now, it won't go back together."
My thought is, the part bent because it wasn't put back together correctly, came loose while I was using the machine which caused the part to bend. I told him at that point that I wanted my money back. He agreed but stated that they would refund everything minus the service charge of 90 something dollars. I argued that also because I couldn't see why Sears should have my $90 for a repairman that didn't do the repair right and I still have a broken machine.
I called Sears again and told my story to two different people. These called were going to the 1-800 repair center line. I was told someone would call me later the same day. I stayed home the rest of the day but noone called.
A few days later a check comes in the mail from Sears for $153. I called Sears back and again told the entire story to two separate people. I was then told that they would not refund the money for parts because the repairman had installed them, neither would they refund the service charge.
Sears has $200 plus of my money and I have a broken machine that is completely unusable. I should also say in case anyone is wondering, that noone in my family is anywhere near the weight limit for this machine. It was not misused in any way.
I told the last Sears representative that I talked to that I feel very "ripped off." She said, "I understand." At that point she was trying to hurry me off the phone. She said "I wish there was more I could do" and that was about it. It was like, sorry for ya but that's the way it is.
I also found out that this silverhaired elderly gentleman is the only Sears repair technician in my area so I'm up a creek without a paddle.
Sears is an example of the way multi-million dollar corporations take advantage of the hard working middle class and get away with it. I feel like I've been swallowed by Pacman. I'm really sick of the greediness.
Thanks for listening.
Marilyn
Cleveland, Tennessee
U.S.A.
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