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Sears Support Ticket - Hoffman Estates, Illinois - Maintenance Agreement

Sears Support Ticket - Hoffman Estates, Illinois

Maintenance Agreement - Samsung French Door Refrigerator RF4287HARS

Created By: RainH2O's Picture RainH2O Last Reply: RainH2O's Picture RainH2O
Priority Level: [High] Status: [Open]
Created: 7 years ago Last Updated: 7 years ago
Department: Home Services Support Replies: 0
Product: Samsung French Door Refrigerator RF4287HARS

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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