- Andover, MA
Warranty refrigerator replacement problems
I bought a Kenmore refrigerator during Aug’12 that stopped working during early June’13. Still under warranty, Sears tried in vain for 2.5 months to repair it over 8 appointments replacing multiple parts. Sears finally gave up an offered me a replacement. Since same model is not available anymore, I was promised that the authorization department will offer me a dollar amount that I could apply towards purchasing a new refrigerator. I got the case # on Aug 8th and Sears promised a turn around time of 72 hours. Not it is double that time and the representative just now told me that authorization department is backlogged and it could take an additional 120 hours and that too is not a guarantee. She said she could not do anything about it including not letting me talk to her manager and that I have to wait patiently. I dont think Sears really cares much about its customers as there seems to be no flexibility such as I buy a new refrigerator now and Sears adjusts the amount after the auth department wakes up and comes up with the amount. I explained I have small kids and that didn’t seem to make any difference. Very frustrating. I have emailed email@example.com with this issue and hopefully someone will pick it up to help. Or is the next step a BBB complaint? Any other ways I can expedite this?