My Kenmore refrigerator broke down after two years. I have a 3-year service contract. It has been inactive for 2 months. A Sears repairman came out after 2 weeks and ordered 3 pieces. Two days after ordering the parts, Sears sent an email stating that the parts had been ordered again and that I would be up to date every week. Almost 7 weeks later, not a single update. After many phone calls, I was told that I would be contacted within 3 days about a new replacement refrigerator. A week passed and no one called. No matter who you call at Sears, they will redirect you to another number.
You`ll sit for up to two hours waiting for someone to respond. How are they doing? I live in Arizona. Here too. The fridge broke in October. They do not respect their agreement. Sears is in breach of contract. One department blames another. They even blame the technology they sent for repair, which was a third party they chose.
Terrible customer service. They lie and tell you that they will call you back in a few days after the exam. No one ever checks anything. Again and again at the beginning, when I call back after hours of waiting. I`m supposed to get a replacement for my contract that they don`t fulfill. What a scam! You have to pay! Sears gives you the race on the protection framework agreement, they don`t follow the policy, I had to struggle all my time to be on hold for 1-2 hours, and then I get hung up. This had been going on for months, I had over 4 repairs to my microwave and oven and Sears refused to replace. They pass you from representative to representative and no one helps you in the end. You do this so that you give up and they win. This is fraud. You take your money for the protection agreement, but you don`t want to pay for it. Or follow it.
Years ago, Sears wasn`t great anymore. Now that they have representatives from abroad, Japan or Vietnam who do not speak English well. They keep saying, I understand they put you on hold, and then they hang up. I had to call the Attorney General`s Office to win my case. Sad to say that anyone who buys a guarantee from Sears doesn`t have to fight the company to get what it paid for. Sears is a big annoyance and they go to great lengths to pass the buck to each other so they don`t have to help you. This should be a sears class action lawsuit. Help us bring a class action under Sears` Framework Protection Agreement.
I have the Kenmore Elite 795 series refrigerator, it died on me in May I have the main protection plan, they went out and changed the compressor and coils, it worked for a few days and died again I lost more than $200 in food. I make them come back, the service guy could not understand the problem, he filled the tank to cool it to 38 degrees and lasted 4 days, so now in my 3rd service call he replaces some parts and says that I hope this is it, I ask him how many visits before they replace it, he says 4 and says well, you are on your 3rd and leave so now we spend a month without a functional fridge I had to buy a mini fridge to pass, now I called the 4th. Scheduled service call, and they make me run around that the network failed, which I don`t think all this situation scam screams at me, they sell these plans knowing they won`t replace your product I was waiting for my 2 year old dishwasher bought by Sears to be repaired. It collapsed in July 2020. I buy a service contract with the dishwasher, which is valid until 1/2022. Serv tech arrived on 8/6/2020 and had to order parts. I have contacted him twice and they are not able to get the parts. I started communicating with Sears in October. I was told they should have followed up.
I contacted Sears 6 times. Have waited at least 10 hours in the queue and continue running. Sears told me I had to talk to the climbing department. I sat waiting for 2 hours before hanging up. I called again and asked for a manager and was told that an escalation manager would contact me within 24 to 48 hours. I have not received a call. I contacted each other again, I stayed on hold for more than an hour before I was told that I needed another department. I waited 45 minutes again when a staff member came to pick me up and broke me. I called back and received the same person who told me I needed another department, and he transferred me. I waited another 15 minutes when a recording appeared and said they couldn`t answer my call and broke up. I then contacted warranty service as if I was interested in buying a plan, and SUPRISE one person responded immediately. I gave him the race and was told I had to talk to the Benefits Administration and I was transferred there.
This should be solved over 4 months of the experiment. I realize that we are in the middle of a pandemic, but I have been more than patient and I continue to run, etc. It`s a shame we have to wait like this. You certainly didn`t have to wait for the device to pay for and purchase the warranty. If it cannot be repaired, they will have to provide me with another dishwasher as stated in the warranty. HUH! Wish me luck. I`ve always bought equipment from Sears and bought service contracts and they were excellent. It`s a shame that their warranties and customer service have suffered a huge slowdown. It`s no longer a Sears technology coming out, they now outsource with equipment repair contractors and I have affection for the contractors because they don`t even get paid until the repair is complete. I will never buy a contract with them again. The applicants sought to certify a proposed class of consumers who paid for Secondary Market Protection Framework Contracts (SPAs) for products that are not covered by the AMP or eligible for coverage and have not received a full refund.
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