Question

We purchased a small fridge for a college dorm. It has not worked since we opened the box unfortunately it was 7 days after delivery. We learned too late if you purchase online you can only return unopened within 5 days. If you buy a warranty it will take over 21 days to for the item to be repaired. IF the item will cost more to get repaired than replace under warranty Sears will not replace until the repair people have been there 4 times. So essentially the small fridge purchased for the hot weather is useless and sears business practice of spending more on repairs rather than focusing on customer satisfaction(no fridge for 21 days? While the weather is 98 in the room. It is extremely poor customer service.) and replacing said item would have been within best business practice of limiting expenses ( the condenser unit and employee time costs more than a replacement) leads me to wonder, why should I continue shopping at sears? We remember when sears had its own repair crew and repairs occurred within a few days. But now. First we had to do a thing about unplugging replugging in 24 hours to see if that worked according to the online staff, then it was 8 days for scheduled repair, then its 14 days before the part will come in, then its a few more days until the repair man will come back. If we had been allowed to just bring in the non working unit and return it for one that works think of the labor you would have saved sears, think of the saving on parts, and more importantly think about not loosing a long term customer. What were you thinking? And to accomplish this customer had to speak to six different people, why? I just shake my head in sadness….

Answers

3 answers

      • San Jose, CA

    There is something that Sears sells called a replacement agreement that pretty much leap frogs the standard repair procedure.

    You call them up and they determine whether something, like a power cord plug, is necessary to be mailed to them and you get a gift card in the mail to make a new purchase or buy school supplies.

    This agreement has worked well for our Kenmore coffee maker and the new one was of slightly different design to help avoid future replacements of the coffee maker.

    That's Sears taking care of its customers...

    1. So the customer should be expected to pay for an additional warranty / replacement plan rather than having a new defective item replaced?

      That is Sears taking care of Sears, and sticking it to the customers

  1. Hi cajois3,

    We appreciate you taking the time to stop in and share your experience with us in the MySears Community! I know how frustrating this has been for you in regards to getting your small refrigerator repaired and the length of time in doing so.

    Your feedback is very valuable to us for we are always looking to continue improving quality services, products as well as solutions to our members. Your feedback has been forwarded to help in the continuance of improving and meeting the needs of our members and valued customers.

    Please keep us posted on the outcome of your repair and let us know if we can help in any way.

    Thank you!