Sears Sucks

Gale I'm afraid sears came through for me after all. The part got here
on the 10th and it worked. Maybe you straightened them out.

Gale, just for you're satisfaction I feel compelled to add my
experience as well. I went to the partsdirect website to get the
complete ice container W10192854. The part was "in stock" and I
shelled out an extra $45 for expedited shipping. The email notice
directing me to order status then shows the part as 'back ordered,
temporarily out of stock'. I go back to the partsdirect webpage and
guess what ? It still shows the part as "in stock". This is nothing
like you've experienced but I can assure you if that part doesn't
appear at my door within 1-2 days of when they "estimated" it to
arrive, Sears will loose my business as well. Even though it's been 5
years I hope you still check these postings to get some sort of
satisfaction for your ordeal.

Its time to start a National Boycott of Sears...there customer service
is horrendous. Their product quality is questionable. In this case,
my expereice started with a call to customer service to get my Kenmore
refrigerator repaired...my experience was like that of many of you who
have written...scheduled, no one shows up and then the problems
start...stonewalled, disconnected, refusal to connect you with a
supervisor...as individuals, Sears conquers and takes no
prisoners...but as a mass of shoppers, who have the power to BOYCOTT
Sears and take their business to someone else, then a difference we
can make. Some shop at Sears for price/selection, maybe other
reasons...well you can usually find an equal price at one of Sears'
competitors, and the product with similar features...so put in the
time to shop elsewhere, and save yourself the misery of dealing with
Sears customer service...

Toni

Sears provides horrible customer service. Anyone who is reading this,
I urge you not to give this company or any of their affiliates any
business (Lands End, Kmart). No one wants to read a long story, but to
sum it up their employees don't take accuntability, they make you jump
through a million hoops to get anything done - even when its their
error and some of their employees are basically incompetent. I know
that is not true about everyone employee, but I've had the worste
experience with them. Go elsehwere, I did. There are pleny competitors
who treat customers better. I'll never buy from Sears again and have
told everyone I know to do the same.

I am now experiencing the same thing with Sears. There should be some
recourse. My refrigerator of less than 2 years old stopped working on
Sunday and today fri is the first day they can come. They scheduled
for between 8 and 12 and are not coming till 2:30, if I am lucky. The
message has to go out not to buy sears and not to buy their service
contracts. I don't even know if my fridge will be fixed. What makes
worse, when I called on Sunday, the person said they would have
someone by next day. When no one showed, the service department said I
was scheduled for Friday and don't know where I got the idea that I
would have service monday. I was then given phone number to call for
rental and the rental office was closed till Tuesday, I went out and
bought a second refrigerator from PC Richards. no more purchases at
SEars.

Oh my god. We are currently experiencing EXACTLY same situation with
their stupid refridgerator. I am so mad with Sears' customer
disservice over this matter. They have no intentions to help their
customers nor resulve the issue. Our refridgerator broke 5 times in
last 2.5 years and they don't seem to think this refridgerator is a
piece of ***t. They told me unfortunately we're 2 calls short for
them to replace it. WHAT!? Even their tech guy admit that he thinks
it's a piece of ***t and we should guy a *back up refridgerator in
case this one breaks down again*. Their customer service rep don't
care if you have no refridge for a week or even a month. They don't
even care if I file a complaint against them!!! I bet they don't do
anything about the formal complain i filed with them.

Sears seriously SUCKS. I have never been treated in this way they
treated me and my family before by anybody else. I will NOT buy any
products from them ever again and I will tell EVERYONE i know they
should shop somewhere else.

Things have certainly changed in Sears Customer Service over the
years.

I have had recurrent problems with a stove purchased November 2001. I
do have an MPA on this and other appliances purchased from Sears
within the past 5 years.

Specifically, below are the details of the current issue I have with
my Kenmore Range Model #66595024101:

1) Right front burner rapidly cycles on and off and while doing so
there is an audible click sound, that is not present in any of the
other burners.

2) Right front burner does not come up to heat, nor maintain heat
correctly.

3) Right rear burner cycles on and off as it should, but there is no
audible clicking sound.

4) Left rear burner cycles on and off as it should, but there is no
audible clicking sound.

5) Tested with 8" omelet pan + one cup of cold water:

~Left back (single) burner at setting 7* boiled water in < 3:30
~Right rear single burner on setting 7* boiled water in < 3:30
~Right front on single burner setting 7* did not bring water to boil
within 20 minutes and test was stopped.

*Note: Manufacturer recommended setting for cookware to be med to med
high due to the heavy gauge aluminum and the ability to heat and cool
rapidly.

The burner and the switch have been replaced within the past year.

The symptoms above are exactly the same as those preceding the repairs
made to the stove during the past year.

The burner was working fine after it was replaced approximately 3
months ago. The current problems started about a week ago.

A repair technician was here on Saturday 9/23/06. He checked the
burner by turning it up to high and stating there was nothing wrong. I
attempted to explain the above to him, and he simply said "turn up the
burner."

I requested another service call and a repair technician came out on
Monday, 9/25/06. He did the same thing - turned the burner to high -
and declared there was nothing wrong with it. I again attempted to
explain what was happening, and he did not want to hear it. He said
there was nothing wrong.

We called Corporate Holding and were transferred around until we spoke
to "Jessie" in Recovery on Monday evening. He scheduled an appointment
for today (9/28/06). At about 1:00 PM I received a call from Stacey at
Customer Service who informed me a technician would not be coming out
because there was nothing wrong with my stove. I requested to speak
with a manager, and she had Mr. Jim Lowder (sp) call me back. He also
stated that his two technicians found nothing wrong with the stove and
refused to have anyone check it again. I explained to him the details
of what was occurring, and he still refused service.

There have been problems with this burner over the past year. It has
been repaired three times, with the last time being approximately 4
months ago.

To me this is a direct breech of contact by Sears, and I intend to
pursue it.

Gale,


I have worked in the Mainenance Agreement Contract department for
14 years. I manage a unit which handles warranty calls. In reference
to your wanting a replacement after 4 service calls, I will tell you
that only and ONLY if you have the MPA (Master Protection Agreement),
this will happen. Even in this situation, the Agreement states "We
will, at your request, replace the product(s) covered by this MPA IN
THE EVENT OF FOUR (4) OR MORE SEPERATE PRODUCT FAILURES, AS DETERMINED
BY US, DUE TO A DEFECT IN PARTS OR WORKMANSHIP WITHIN ANY CONTINUOUS
TWELVE (12) MONT PERIOD THAT THE PRODUCT(S) ARE COVERED. Product
failures for these purposes MUST INCLUDE REPLACEMENT OF A FUNCTIONAL,
NON-EXPENDABLE PART, AND DO NOT INCLUDE PREVENTVE MAINTENANCE, PRODUCT
DIAGNOSIS, CUSTOMER INSTRUCTION, ACCESSOR, COSMETIC, OR NON-FUCNTIONAL
REPAIR OR REPLACEMENT, OR ANY REPAIR COVERED UNDER A MANUFACTURERS
RECALL.

Oh and on the food loss reimbursement, call the reimbursement line
stated on your agreement since you know it so well.

Good luck. Oh and losing what you spend at out store would not
even be considered a slight loss.

I almost hate to put sucks in a blog but I will make an exception for
Sears. I purchased a washer/dryer and refrigerator from Sears, when I
moved to North Carolina. My hell began instantly with a 5 week delay
in receiving the washer/dryer. So much for a backorder. Had I not been
stringed along I would have deleted the order and purchased elsewhere.
It gets better... the purchases were interest free for a year. Not so,
the interest free was somehow negated by a "multiple Purchase". I did
not find this out for many months as Sears did not have my correct
address to send the bill to. Lets see they delivered the stuff and I
updated my card at the store when I purchased the stuff. So began the
phone calls- too late however, Sears turned it over to Citigroup
collections. Not a big deal, they called and explained it to me and I
promptly paid off the entire amount. That was the end of it. Not so
fast, somehow the interest free for a year accrued a $70.40 finance
charge. Believing this to be a simple mistake I called Sears who
punted me to Citigroup who flailed around and managed to really muck
it up. Back to Sears, then back to Citicorp or Citigroup. This $70.40
at 20.10% has grown to $120.00 and 30.40% despite biweekly calls. I'm
reassuered every two weeks that it has been taken care of and kicked
to another manager. I suspect that everyone is a manager call
1-800-733-1116 and see for yourself.
So, today I received a letter from the credit bureau- specifically
TransUnion. Oh yeah baby now they have hosed my credit report. I am so
pissed that I feel like parking my car in front of Sears with some
signs on it. I was told to call back in two weeks that they would get
to the bottom. That is their new chant- call in two weeks. The Sears
Parrot speaks again. I have talked to these fools every two weeks
since last May. I have written countless letters and expended valuable
time over a $70 dollar BS charge that will soon reach $130.00. If my
business ran like Sears I'd shoot myself. The dogs at Citi are just as
clueless, not one single employee can make a decision over a meager
$70.00. Perhaps they can stretch this out until next year and 40%
interest. So I blog to you that Sears/Citi really sucks.

SEARS ONLINE COMLAINT 9 AUGUST 2006

My story is almost identical to the above Refrigerator account. I am
a Sears Master Plan customer and Premier account. I have had more
than twenty Sears appliances under maintenance during the past year,
I'd say I am a good customer of theirs. In the past, the sears
service operation was one of the finest in the the country. They
responded, took care of the problem expeditiously and you were happy.
Unfortunately, probably because that raider, Lamprey who is only
interested in bleeding money from Sears and Kmart for his on own
personal gain, the Sears service operation has deteriorated
incredibly. On July 20th, 2006, I called because the refrig portion
of our side by side Expensive Elite fridge was malfunctioning. A tech
came out five or six days later and replaced a major part. The frig
continued to malfunction with the temp in the near sixty degree
range--should be 38-43 I'm told. We called again, and the same tech
came out and thought that he had put the temp control knob on
incorrectly and therefore the setting was not what we thought it was
and he left. We cranked it up to the highest setting -9, but the Frig
continued to operate in the high fifty (near sixty) degree range, not
acceptable. We got food poisoning around July 27th, thanks Mr.
Lamprey. We called again and the tech said we needed a part which
should arrive August 7th and they would come out that day and install
it. August 7th came, no part, the 8th, no part, meanwhile I am
spending my life on the phone with stupid machines and haughty ,
non-customer service oriented people. I, for example told them that
since they couldn't fix the problem in a reasonable amount of time,
they should replace the unit, but they had a multitude of excuses such
as it has to be the same part that malfunctions four times in a year
before they will replace. Meanwhile, we are without a functioning frig
for weeks, the appliance which is the most vital in a household. You
can get along without your washer, dryer, dishwasher, even stove (cook
on the grill), but a frig is vital to the operation of a home,
especially for us who buy fresh foo daily and do a lot of cooking. We
have thrown out incredible amounts of good food, most recently today
we had to throw out the chicken tetrazzini which we laboriously made
last night and (forgetfully) put in the frig, but wisely didn't have
for lunch today.

I called yesterday, Tuesday, and they told me the part was on back
order and was scheduled to arrive at our home on Monday 14 August,
which would be 26 days after reporting and then they would schedule a
tech, usually 3 or so days later to install. As an indication of how
disorganized the operation is, the part arrive today, 9 August. I
called them and they said, after too many stressful minutes of
complaint , that they couldn't get a tech out until Friday, the 11th,
more than three weeks after I called the trouble in..

THIS IS NOT SERVICE. And, when you add the time I have spent on more
than twenty stressful, laborious phone calls, the cost is tremendous
on my part. Disappointed is a gentle description of this horrendous
abandonment of a good Sears customer. I will soon be buying a new
frig for my mom and guess what company won't be in the running to
supply the frig and service contract. And when the service contracts
for mmany appliances run out in 2007, guess who is not going to be
considered to provide.

By the way, again who's on first, the part that arrived today is the
same part that a tech replaced on July 26th, seventeen days before the
anticipated installation of the new part... And what are the chances
that this will solve the problem?

I have had to resort to putting blocks of ice (icebox style) in the
frig to reduce the temp. It actually works (like an ice box) Sears
PROGRESS.

Of course, I will not buy anything at Sears or KMart again, period and
will gleefully tell everyone I can about this incredibly horrendous
experience.