filters
State:
Show
City:
Show
Product:
Show

Pissed Consumer Interviews ?

On June 26, our washer suddenly refused to work. LG directed me to two companies in the area that were authorized repair reps. Both were busy and didn’t get back to me, so 48 hours later, I was casting about for a repair solution and came across Sears. Sears arrived on June 29th and the tech determined that the machine’s control board was non-functional and needed replacement. He placed an order for replacement part with Sears, but when this part was delivered to the house a visual comparison of the two parts made it clear that this part was incorrect. . I phoned LG, the washer manufacturer and verified through their executive customer service that the original part from the washer was the only one which would work for this machine, which I communicated to all customer service persons and subsequent techs. A second tech was dispatched to the house two weeks later to validate my findings and order a second part which when it arrived proved to not even be a control board. After speaking with supervisors at customer service who promised a $30 gift card to Sears for my trouble (which never arrived) and waiting another week and a half, a third tech arrived and ordered a third part, which was also wrong. LG finally dispatched their own tech, who determined that a piece of clothing had become wedged between drum and agitator. I replaced the board from a parts website, and finally, after almost two months the washer was again working. Technicians two and three took incorrect parts 1 and 2 back to the Sears warehouse with them when they left and part 3 to be returned to Sears via UPS . I requested a full refund from Sears for parts and service and was contacted by a representative from Atlanta in the second week of August who informed me that it would be processed shortly. I called customer service on 9/5/2017, endured a disconnect during service, and then was informed that my refund was supposed to be applied to my credit card by 5PM on 9/5. I attempted to inform the representative that I had paid by check, and it was unlikely that Sears had a credit card on file, but the representative happily informed me it would be credited to my card again, and in the event that it did not, to call back the next day. As you can imagine, there was no credit to the credit card, so I called back on the 6th, experienced another disconnect, and was eventually transferred to a lady who gave me my first case number – she informed me that the parts department needed to confirm part costs before refunds could be issued, and I should expect to hear from them within 24-48 hours. Having heard nothing from parts, I again called on 9/11, spent another 40 minutes speaking to customer service representatives and was advised a second time that parts would be calling me within 24-48 hours. Having heard nothing from parts, I again called on 9/20, spent another 15 minutes speaking to customer service representatives before being disconnected and spending another 40 minutes speaking to a new customer service representative, before finally being advised a third time that parts would be calling me within 24-48 hours. Having heard nothing from parts, I again called on 9/25, spent another 45 minutes speaking to customer service representatives, and refused to be put off another period of time. At this point the representative said she could go ahead and process the refund for the amount of the part, but that a representative would have to be in touch within the next 24-48 hours regarding the service part of the refund. She told me to expect something in the mail in the next 7-10 business days. The following day I received a call from Sears – she could barely speak English, but after some fumbling about it became clear that she was attempting to locate one of the parts that had been returned to Sears, and that this was somehow related to a refund for the part – which I understood from the conversation the day before had been processed – so maybe it hadn’t? After telling her that all parts had been returned through agents of Sears or UPS, she advised me that someone would be in touch with me again… in 24-48 hours. At this point, I wrote a letter to the CEO and expressed my concerns, which got no response. I called after this to executive customer service and asked for assistance, and was contacted by representatives from the same customer service pool that I was in prior to calling. Finally, I got one who told me that we would be getting a refund check by October 24th for service. Amy and I went out of town, and when we got back at the end of that week…. No check! I called back again and was told that someone would be in touch with me, and finally after calling a second time I was told by a customer service rep that they would offer me $40 refunded from my service call, but the service was non-refundable typically and the notes in the account said not to pay me more than that.
I've been calling Sear Home Warranty since the beginning of August nearly on a weekly basis . Trying to get my refrigerator fixed. I've called so often to this one number they gave me, when it ask for my phone number and i give it they just disconnect the call. With...
Read more
#1401418
Reply to reviews
I had my Kenmore refrigerator repaired last August by a Sears technician. It was just over one year old. During the repair, the technician stated that if I took out a Sears extended warranty, Sears would reduce the current repair charge by 50%. This sounded like a good...
Read more
1.0
#1401065
Reply to reviews
The guy showed up on time on oct 19. He asked what was wrong with the lawn tractor and then he ordered a transaxle and rescheduled the service for nov 9. Never got the transaxle and nobody called or showed up nov 9. I called and was told i'd get an email explaining...
Read more
#1400674
Reply to reviews
Bought all Kenmore Pro appliances early 2011. Due to contractor issues we finally got to install and use them mid 2013. Have been nothing but trouble since. Have already replaced the dishwasher. Tech came to fix the fridge a few months ago, wasn't getting cold fridge...
Read more
1.0
I didn't like
  • Incompetent repairmen
  • Everything and
  • Dumb technicians
#1400452
Reply to reviews
I just spent three long months trying to get Sears to fix our jennair cooktop. They spent months researching and ordering parts putting them in only to finally decide that they didn’t need to replace it. the parts were unavailable. they claimed it was structural damage...
Read more
1.0
#1400408
Reply to reviews
Worst customer service. Don't waste your money on this company plan. I made an appointment October 16, 2018 for service on my GE refrigerator. Appointment as set for October 26. No one showed up. Rescheduled appointment now for November 06. After waiting all day,...
Read more
I didn't like
  • Obvious deceptive practices once trying to resolve claim
  • Call takers not able to speak english clearly
  • Service scheluling
#1397038
Reply to reviews
I BOUGHT MY W/D AT SEARS IN JUNE 2018. MY OLD KENMORE WHICH I HAD FOR 15 YRS. NEVER HAD A PROBLEM UNTIL IT FINALLY DIED. 3 MONTHS AFTER PURCHASING W/D, THE WASHER STOPPED WORKING. THE TECH WHO WAS TO COME OUT NEVER SHOWED UP HAD TO WAIT EVEN LONGER, THE TECH LIED TO...
Read more
#1396992
Reply to reviews
So, its been almost 5 weeks since Sears supposedly ordered a rhermostat for my dryer. I was lied to over and over again. They said the manufacturer of my dryer was out of the part. I called the manufacturer, they said they had plenty and had not ever run out. When I...
Read more
#1396925
Reply to reviews
November 6,2018. I have a Kenmore Elite purchased in June 2016. I received the bad news today that I had to pay for a very expensive repair (over $1,000.00). Or purchase a new refrigerator. I was also told that there have been a large amount of complaints for this...
Read more
1.0
I didn't like
  • Unprofessional
#1395758
Reply to reviews
Sears dent a repairman to my home to see what was wrong with my washer. The repairman had to order a part. I had to pay him right then. He told me Sears would send me a receipt. He came back about 10 days later and put in the part. I then had to pay him more for " the...
Read more
I liked
  • Service person did good job
I didn't like
  • I still have not gotten the receipt for the first part i paid
  • Competence in solving issue
#1394411
Reply to reviews