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Sears Complaint - Sears and maintenance agreement follow-thru. - Samsung French Door Refrigerator RF4287HARS
Sears Complaint

Sears Complaint


Sears and maintenance agreement follow-thru. - Samsung French Door Refrigerator RF4287HARS

This review has been resolved or replied to by this company.
We bought our Samsung French Door Refrigerator around 6/11 with the additional warranty time, but it didn't help. During the time that my wife was sick, no one was actually in the kitchen very much. After about 3 days, when my wife was able to get up and around, she noticed that the fridge was showing "OF" instead of temps. It finally struck us that neither the fridge, nor the freezer was working. Called the maintenance number to schedule an appointment and after wrangling with them for about 45 minutes, we got an appointment within 5 days. Now the maintenance agreement doesn't actually go into effect until the Tech show up and starts his thing. So we can't rent or buy a small fridge and hope for reimbursement. Well, the Tech had a 1 pm to 5 pm show time, didn't happen. He actually showed up about 8:15 in the evening. He worked on the fridge for 30 - 45 minutes and couldn't get the main board or anything else to work for him. He told us that we'd have to wait till someone (him) to come during the time that they could call their Tech Support for the Samsung. He told us he could verify the food loss and everything else. But he didn't give us the paperwork for the food loss. He came the next day and with the help of his tech support, and about another 30 - 45 minutes futzing around with the fridge, got it working. He gave me the paperwork that said that he called Stac and reprogrammed unit to force it out of Demo Mode. He told us that somehow the main board lost ground and got locked into Demo Mode. Now everyone and their mother that I've talk to at Sears , and whoever runs the Food Loss section tell us that we're just S.O.L. Because the technician didn't have to change a part so they say they don't have to cover the food loss. Here's the rule from the book, "Within any continuous twelve (12) month period during the Term of this Agreement we will reimburse you for any food spoilage that is the result of a mechanical failure of the Covered Product(s). The mechanical failure must be verified by us." What do I have to do now to get them to pay for our food loss? Anyone?!

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SearsCares says: (7 years ago)

Hello my name is Zenaida and I am part of the Sears Cares Social Media Support Team. We came across your post and wanted to reach out to offer our assistance. Please know we are dismayed to learn of the difficulty you have experienced with your new refrigerator. I know it is very upsetting to have suffered food loss and we are very sorry for the trouble you’ve had getting reimbursed with the spoiled goods. I would like to get you in contact with a member of our team so that we can discuss all the options available to you.
At your convenience please contact our office via email at smadvisor@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number your refrigerator was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (RainH2O) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Zenaida M.
Sears Cares Social Media Support Team

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