reviewer
SallyNYC
New York, NY

Caveat emptor

3 star rating


JUN
15
2007
I suppose when things go well with Sears, everything is just ducky! When things go wrong...brace yourself. I bought this via Sears.com and a friend with an SUV picked it up at the local Sears. I paid an installer and he got it installed-1-2-3. Turned it on and no cool air. Multiple phone calls (earliest service date 2 weeks hence--no thank you). Stuck to my guns and many phone calls later, got a Sears tech who advised that it was a factory defect--"swap it for a new one". There is where the "fun" began. It took so many phone calls to make Sears do the right thing. It appears that when you buy a product on-line you are relegated to the sears.com call center and when you pick it up yourself, you become regular Sears (store) problem. The two entities kept on trying to palm me off on the other. I told them I really didn't care...it was "SEARS" that had already taken my money. It took me the better part of 2+ days of nearly constant phone calling to get this problem resolved. The second A/C does cool (that is why I got a multi-room model--that is what it is supposed to do). Nothing special about this model, just 15,100 BTUs making life bearable. But, Sears has sure fallen on hard times in the customer service dept. That was not bearable. It will be interesting to see if Sears believes that a fundamental American value (called freedom of speech) applies to these reviews. Everything that I have said is true. Let's see if Sears is brave enough to face the truth. I will add that I finally raised enough sand to get a Sears representative on the phone who really did care and has stated that she will do what it takes to keep my business. We shall see what materializes from that communication.



I_thumb_down Kenmore 15,000 BTU Multi-Room Air Conditioner is not recommended by SallyNYC

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