Is it just me or does Sears customer service blow pygmy goats these days.

[Fausto]

I have a four year-old fridge I bought from Sears. Something has crapped out in the defrost cycle so the duct that moves cold air from the freezer to the fridge is iced solid and the fridge is now essentially room temp. I called Sears Monday am and they can't get a tech out until tomorrow (Friday).

After hanging up, I come to the conclusion that this is not acceptable, so I call them back. I play the "let me talk to your manager game" and get the regional manager for Sears Home Service. Turns out that this service isn't even based in GA any more and that they're 12 staffers short (hence the five-day turnaround to get a tech to my house). No amount of bitching seems to get them to my door any faster. :frown:

At any rate, I'm considering taking them to task WRT to their "YOUR SATISFACTION GUARANTEED" policy that's actually written on the floor as you walk into the store as I am most definitely NOT satisfied. Any thoughts on this? I hate to be a dickhead, but five days with no fridge when you have a baby is a nightmare.

 

[dabuddha]

We have this same problem with our old fridge in our last apt. What the guy would do is remove the back wall of the freezer from within and use a hair dryer to defrost all of the ice.

 

[Fausto]

Originally posted by: dabuddha
We have this same problem with our old fridge in our last apt. What the guy would do is remove the back wall of the freezer from within and use a hair dryer to defrost all of the ice.

I did that once and it iced over within a week. The defrost cycle is FUBAR apparently.

 

[Ogg]

You probably should have bright and early Tuesday started protesting outside your local Sears wearing you know what!:Q

................I think you just need a new thermostat in that sucker

 

[Fausto]

Originally posted by: Ogg
You probably should have bright and early Tuesday started protesting outside your local Sears wearing you know what!:Q

................I think you just need a new thermostat in that sucker

Probably. I already checked the def. cycle timer and it's working fine.

 

[ndee]

you get what you pay for!




















can't you get a real small one for the baby food?

 

[mflacy]

It's a shame no one else in your area repairs refrigerators but Sears.

 

[spliffstar69]

My fridge is running hotter than usual the fan went out for the condenser on Saturday.
Made call for help to sears on Saturday tech onsite by Tuesday since it?s out of warranty I had to pay for the visit about $66 replacement part
Should be installed today going to cost about $140 for parts and labor.

Just you or service in your area I guess.
Even though they are short staffed they will take care of you,
You?re going to have to wait like the other people in front of you did.

Oh btw man survived thousands of years with out the fridge you can last 5 days.

 

[Fausto]

Originally posted by: ndee
you get what you pay for!

It's a freaking top-shelf Amana. Should last a lifetime, right? :frown:

can't you get a real small one for the baby food?

My point is that I shouldn't be out any more $ because my fridge is a POS and Sears is too busy picking their butts to come fix it.

 

[ndee]

Originally posted by: Fausto

Originally posted by: ndee
you get what you pay for!

It's a freaking top-shelf Amana. Should last a lifetime, right? :frown:

can't you get a real small one for the baby food?

My point is that I shouldn't be out any more $ because my fridge is a POS and Sears is too busy picking their butts to come fix it.

Well, if you admit you bought a POS fridge(cheapest one?), then you have to take the risk. My opinion.

 

[Fausto]

Originally posted by: mflacy
It's a shame no one else in your area repairs refrigerators but Sears.

I could have someone here today, but I have to use Sears for the time being as it's still under warranty.

 

[Fausto]

Originally posted by: ndee

Originally posted by: Fausto

Originally posted by: ndee
you get what you pay for!

It's a freaking top-shelf Amana. Should last a lifetime, right? :frown:

can't you get a real small one for the baby food?

My point is that I shouldn't be out any more $ because my fridge is a POS and Sears is too busy picking their butts to come fix it.

Well, if you admit you bought a POS fridge(cheapest one?), then you have to take the risk. My opinion.

It wasn't the cheapest one....that's why I'm so pissed off.

 

[ndee]

Originally posted by: Fausto

Originally posted by: ndee

Originally posted by: Fausto

Originally posted by: ndee
you get what you pay for!

It's a freaking top-shelf Amana. Should last a lifetime, right? :frown:

can't you get a real small one for the baby food?

My point is that I shouldn't be out any more $ because my fridge is a POS and Sears is too busy picking their butts to come fix it.

Well, if you admit you bought a POS fridge(cheapest one?), then you have to take the risk. My opinion.

It wasn't the cheapest one....that's why I'm so pissed off.

Ah ok Well, at least you have the "right" to be pissed off... not that it's worth a thing

 

[NuclearNed]

I worked for Sears for about 7 years. When has their customer service NOT sucked?

The way Sears is structured, there is a manager over the appliances department, and a general store manager (who is the boss of the appliances manager). Also, there is a manager over the service department who does not answer to either of the other two managers. I don't think you will get anywhere with the service department manager. However, I would suggest speaking directly to the appliances department manager, then working up to the store manager if necessary. The store is much more eager to keep the customer happy than the service department, in my experience. If this fails, there is a regional manager who will usually do anything a well-mannered but persistent customer wants.

If all else fails, they have a national complaint 800#. I would find and utilize it.

 

[Shelly21]

pics of pygmy goats plz.

 

[HeroOfPellinor]

Um, the ice maker on my 13 month old Kenmore Elite just stopped working. Too bad for me that the warantee is only for 12 months...I'll have to pay $300 to get it fixed. Same thing...bitching to manager yielded ZERO concessions.

This was one of the most expensive refrigerator they had and was a gift. Do you know how many bags of ice $300 will buy? Like hell am I gonna pay to fix it. Rather than make a totally reasonable exception and make a customer very satisfied, they've just 1) lost a customer for life and 2) received negative word of mouth from me anytime the word refrigerator comes up anywhere.

 

[Fausto]

Originally posted by: Shelly21
pics of pygmy goats plz.

Sorry, the (reportedly) hot British chick who never posts pics of herself is not on my "Pygmy Goat Afficionadoes" listserv. Sorry.

 

[Fausto]

Originally posted by: NuclearNed
I worked for Sears for about 7 years. When has their customer service NOT sucked?

The way Sears is structured, there is a manager over the appliances department, and a general store manager (who is the boss of the appliances manager). Also, there is a manager over the service department who does not answer to either of the other two managers. I don't think you will get anywhere with the service department manager. However, I would suggest speaking directly to the appliances department manager, then working up to the store manager if necessary. The store is much more eager to keep the customer happy than the service department, in my experience. If this fails, there is a regional manager who will usually do anything a well-mannered but persistent customer wants.

If all else fails, they have a national complaint 800#. I would find and utilize it.

Thanks for the info. I'm going to raise some sand and see if I can at least get comped for all the groceries I had to throw away (we'd just gone to the store the day before the thing died....of course).

 

[SethK28]

Amana are about the worst you can buy. Also Kenmore is not a brand, it is a name, many different companies manufacture products for the Kenmore name.

 

[BrunoPuntzJones]

Originally posted by: Fausto

Originally posted by: NuclearNed
I worked for Sears for about 7 years. When has their customer service NOT sucked?

The way Sears is structured, there is a manager over the appliances department, and a general store manager (who is the boss of the appliances manager). Also, there is a manager over the service department who does not answer to either of the other two managers. I don't think you will get anywhere with the service department manager. However, I would suggest speaking directly to the appliances department manager, then working up to the store manager if necessary. The store is much more eager to keep the customer happy than the service department, in my experience. If this fails, there is a regional manager who will usually do anything a well-mannered but persistent customer wants.

If all else fails, they have a national complaint 800#. I would find and utilize it.

Thanks for the info. I'm going to raise some sand and see if I can at least get comped for all the groceries I had to throw away (we'd just gone to the store the day before the thing died....of course).

Good luck, but you're likely to get even more pissed. I'm sure when you purchased it there was a clause in there about the warranty being limited to the fridge only, not the contents. It's just a cost of life. Fridge goes bad, you gotta throw out food. Happens all the time in commercial applications. Resturaunt has their fridge go out, has to throw out a couple of days worth of food. Company fixes the fridge, resturaunt has to suck up the cost of food. Just a cost of business.

 

[BrunoPuntzJones]

Originally posted by: HeroOfPellinor
Um, the ice maker on my 13 month old Kenmore Elite just stopped working. Too bad for me that the warantee is only for 12 months...I'll have to pay $300 to get it fixed. Same thing...bitching to manager yielded ZERO concessions.

This was one of the most expensive refrigerator they had and was a gift. Do you know how many bags of ice $300 will buy? Like hell am I gonna pay to fix it. Rather than make a totally reasonable exception and make a customer very satisfied, they've just 1) lost a customer for life and 2) received negative word of mouth from me anytime the word refrigerator comes up anywhere.

If it makes you feel any better, I bought a $1200 Sony Wega from Sears and it died after 4 months. They apparently only have a 90 day warranty. WTF! Sears wanted $1xx just to come look at it, not including labor or parts to fix. Sony wanted $475. Gave them a big F*ck you!

Could get it repaired locally for $125. Haven't bought a Sony product since, and have kept several folks from purchasing Sony products. Lot of folks ask me about camera and computer recommendations. Haven't had anyone buy one after asking me. Consider it my civic duty

 

[NuclearNed]

Did you buy the maintenance agreement? It seems like there used to be a clause on fridge MA's that covered the cost of spoiled food.

 

[purepolly]

Yep, Sears sucks.

I bought a $2500 Craftsman lawn tractor from them 2 years ago. It was delivered on a rainy Saturday. The next day I went to go cut the grass and the darn thing refuses to move. The farmer next door checked it out for me and told me to call for service. On Monday - I call the repair dept, and get the earliest appointment - which was on a Friday (since they wouldn't schedule for a Saturday). So I take the Friday off, and the tool never shows. So I called Sears - the store, the repair dept, customer service you name it... nobody seemed to know shit.

Finally, I took my butt down to the store to demand a refund. Which of course they didn't want to do. In the course of being bounced back and forth between the salesman, the dept manager, and store manager - I found out that they didn't want to take it back because they already had a slew of the the POS lawntractors, which they couldn't even get their own repair people in to fix. The best they could offer me was a new repair appointment - 2 months out!

The best I offered them was one solid hour of very loud verbal harassment about poor quality products and crappy salespeople. All during a very busy Saturday afternoon shopping day. You should have seen the customers fleeing that department. LOL!

I got my money back though and went and bought a Husqvarna - which I've been very happy with.

I also made sure to not be home the first time when the tractor trailer came to pick up the Sears tractor,
OOOPS I forgot.

 

[purepolly]

ohh... and the best thing about the tractor incident is that I had sent in for a $200-300 rebate on the tractor which they paid out on!

 

[oboeguy]

Originally posted by: purepolly


The best I offered them was one solid hour of very loud verbal harassment about poor quality products and crappy salespeople. All during a very busy Saturday afternoon shopping day. You should have seen the customers fleeing that department. LOL!

I got my money back though and went and bought a Husqvarna - which I've been very happy with.

I also made sure to not be home the first time when the tractor trailer came to pick up the Sears tractor,
OOOPS I forgot.

That just made my day. Nice job!