Sears Complaint
SEARS - repair & warrenty product replacement - Kenmore 97223 7
I was supposed to hear back about the mount approved for "shopping" for a replacement - no one called. When I called in for status, the amount that has been approved is $200 less than the list price of the unit they are replacing - not including taxes or the 3 year extended warranty that I paid for on the non-functioning unit. I'm also wondering whether I will have trouble about delivery and haul-away charges...
As I said, the people themselves were very nice and seemed to want to be helpful, but only within the "rules" they had been given. I had the constant feeling that they rules were not to help me, but to help Sears not replace my unit. There was no reason that the last service request was needed just because the one 3 days before was "closed" and they needed one "left open" That meant I had to stay home from work again that week. Think of the cost for Sears to send out a technician twice in one week to do nothing on both occasions. For me to stay home and send lots of time on the phone with Sears.
This is a very disappointing experiencing with a company that I used to recommend for their service ethic. I do not think they put their customers first anymore. It would have been less costly, more productive and more service minded to empower the front-line agent to say that they would replace the unit as they could see it was a lemon rather than force the last visit and associated process stupidity.
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