Lissa S.

So here's a story for you... please bare with me, this is a long Sears appliance review.

So our SEAR'S KENMORE REFRIGERATOR decided to go out the end of May. The temp in the freezer was 60 degrees and we lost just about everything in the fridge and freezer. My husband called on Friday May 29th and the technician came out the following Tuesday. He replaced the compressor and advised it would take 24 to 48 hours to come up to temp. We waited 3 days and still was not working. I got on chat with the service department and they had a date open for June 9 th between 8 and 12. So at 12:30 I got back on chat and they said they had June 24 th because a tech wasn't available for June 9 th. I'm like no one called to let me know and the earliest they had was a June 24th, 3 weeks!. The tech came out and just the day before he did the fridge had come up to temp (3weeks) and made ice. The tech did a reset to the system I paid for an In-depth cleaning, which my husband had already vacuumed and cleaned all that out before he called for the first tech. The tech was very knowledgeable and he actually talked to me.

So this morning we woke up to water leaking out of the fridge. The ice had all melted and the freezer temp was back up to 60 degrees.

So now I'm really ticked off so instead of a chat room, I decided I wanted to talk to a real person, so I called the 800 number and this is how it went:

On hold for 20 minutes to talk to a person who barely spoke english, I had to keep repeating myself and the info in her system was all wrong. She finally got it pulled up and put me on hold for 10 minutes to verify. Then she came back on the line to tell me she had to transfer me to tech support scheduling. On hold for another 30 minutes for tech. She could barely hear me there was so much background noise from other techs on other calls. She kept putting me on hold to review, then chat with scheduling. She comes back with a date of July 17 th. What! Another 3weeks! I told her that was unacceptable I needed someone asap since this was the 3rd call on the fridge. She told me that we could call a repair person and Sears would reimburse us, hahaha. Or we could rent a fridge and they would reimburse us HAHAHAHA. She kept talking over me and not listening. I told her I wanted to talk to a supervisor and again she kept talking over me. I repeated my request several times before she put me on hold. 10 minutes later I get a floor manager that can't help me either and I told him about his very rude service rep he didn't say a word just tells me he is going to transfer me to a person in Benefits Admin. On hold for another 45 minutes. So this person pulls up our info and puts me on hold to review. He comes back on the line and tells me the same thing July 17th is the earliest date available. So of course there was some back forth over the same crap I had already said 2 transfers ago. Stated he would put us on the SOS list. REALLY! Then he said he could send us a check for $115 for mini fridge. Unfreaking believable! I was on the phone for almost 3 hours and transferred 3 times and who cares if we have been without this fridge since the end of May. Oh and to be able to have it replaced we would have to have the same part replaced 4 times within 12 months. How unbelievable is that?

Thank you to the folks who read all the way through and please share to your friends