Worst Service EVER. Don't purchase Extended Warranty

Well, Sears doesn't sell Extended Warranties, because the manufacturer's warranties are **** as they are, so why would we extend them?

We do, However, sell a Service Contract called the Master Protection Agreement. I do appologize if your repair times keep getting booted out another few days or whatever it is.

I would suggest going into the Sears Store that you purchased the Washer from, and having an associate there called OneSource, for multiple date/time changes on service appointments. I've had customers in the past that this has happened to, though rarely, and usually they'll boot it up or send a gift card, something along those lines.

I'll post this to the SearsCares rep, the customer service branch on this website, and see if they can help you out. Otherwise, try going into the store you purchased it from.

Hope this helps.
Joshua E
Home Electronics Pro unit 2031

 

EDIT: Just noticed that you're from Brookfield. I work at the store in Fond du Lac, so if Brookfield is unable to assist, you can reach me here at (920)926-2057 and ask for Joshua in Electronics, just reference MySears.com when you speak to me, and I'll try and get OneSource on the line for you. I'll be here until 4:45pm today, and tomorrow from 11 am to 3:30 pm. Tomorrow is my last day with the company, however, as I am moving.

huh? you needed to escalate your need directly to Sears National customer service,. Did they give you any reason why your service was delayed, you live inthe greater Milwaukee area , Sears should  have a lot of svc techs in this area, maybe have them send their affiliate svc group, A&E guys, to your home then if regular Sears techs are busy. If you cant wait, get it reapired from another source and cancel your protection agreement and get wahtever monies back as they prorate the refund after the first year on a MPA agreement. Sears does not have or issue extended warranties, it is called Master Protection Agreement and there is either a 3 or 5 year plan....

Right, OneSource will escalate automatically.

The other option is to use a coin-op and get a reimbursement under the MPA.

 

Dear buissinestime99/Valued Customer:

I am sorry to hear about your unsatisfactory experience with Sears repair service. My name is JeNeka and I work for Sears.  I would like to assist you in resolving any service issues. Please contact me at searscares@searshc.com so we can discuss your concerns with Sears service.

 Thank you,

 JeNeka M

Senior Case Manager

Don't believe what the Sears customer service reps state on this web site. I had a refrigerator die after only 8 years. I called I was told the service guy would be out 2 days later. That helps, he would be there within a a 4 hour window, he came aftter the time frame. He stated I would get a credit voucher for $500 which cost me $250 the next day. That took 2-3 businessdays, we went looking for a replacement refrigerator, the kid who was the "sales rep" stated the size we wanted was not made any more found out that was wrong. The refrigerator we wanted would take 10 days to be delivered, we had to choose a different one that was 5 days later. A Sears rep called to tell to call back after 6 pm the night before to find out what time they could deliver, I call the number they told me I would have to call back later. I told them what they told me, I asked for a supervisor and was told they can't connect me to a supervisor because the supervisor would tell me the same thing, I called back two more times and then I got a supervisor who did finally give me the information.

I wrote complaints while I was on the phone, Sears reps don't know customer service or their products. I have used Sears for years before this experience, no way will I go back to Sears. It is Kmart. 

Sears know how much you buy from them by your phone number so they can tell if you are good customer. I have all the reciepts for the items I have bought since we were married. We bought a house all Kenmore appliances, and yard equipment.

Now that is all done. I expect my washer and dryer to die next the freezer, dishwasher, snowblower, stereo, and lawnmower. I will to other stores who are more attentive to the customer. 

I complained to the company offered me 10% back on the purchase I told them know they stated 20% was the tops I took it and it was only on the warranty not the full purchase of the refrigerator.  Sears does strange math.

Remember Sears has a class action suit against them for selling customers information between 1995 and 2001. If Sears loses what will the give people $5 gift certiicates to purchase gooda at one of their brands.

WIRE CLEARED FUNDS!

 

Oh for the love of god. No company, no matter who they are, is going to replace a refrigerator that dies after 8 years, unless you had an MPA placed on the product. Things do not last 15+ years anymore, period. It just doesn't happen.

SearsakaKmart said…

Don't believe what the Sears customer service reps state on this web site. I had a refrigerator die after only 8 years. I called I was told the service guy would be out 2 days later. That helps, he would be there within a a 4 hour window, he came aftter the time frame. He stated I would get a credit voucher for $500 which cost me $250 the next day. That took 2-3 businessdays, we went looking for a replacement refrigerator, the kid who was the "sales rep" stated the size we wanted was not made any more found out that was wrong. The refrigerator we wanted would take 10 days to be delivered, we had to choose a different one that was 5 days later. A Sears rep called to tell to call back after 6 pm the night before to find out what time they could deliver, I call the number they told me I would have to call back later. I told them what they told me, I asked for a supervisor and was told they can't connect me to a supervisor because the supervisor would tell me the same thing, I called back two more times and then I got a supervisor who did finally give me the information.

I wrote complaints while I was on the phone, Sears reps don't know customer service or their products. I have used Sears for years before this experience, no way will I go back to Sears. It is Kmart. 

Sears know how much you buy from them by your phone number so they can tell if you are good customer. I have all the reciepts for the items I have bought since we were married. We bought a house all Kenmore appliances, and yard equipment.

Now that is all done. I expect my washer and dryer to die next the freezer, dishwasher, snowblower, stereo, and lawnmower. I will to other stores who are more attentive to the customer. 

I complained to the company offered me 10% back on the purchase I told them know they stated 20% was the tops I took it and it was only on the warranty not the full purchase of the refrigerator.  Sears does strange math.

Remember Sears has a class action suit against them for selling customers information between 1995 and 2001. If Sears loses what will the give people $5 gift certiicates to purchase gooda at one of their brands.

WIRE CLEARED FUNDS!

 

---

I will say again that if I were in the appliance sales business, not even I would take back your 8 year old dead fridge.  Seek life elsewhere.

This is better than a Tractor Pull!

I am reading the messages on this board and I am very disappointed they are confirming what is happening to me right now.  I have a washer issue and have had 3 service calls and the machine still does not work. I have a maintenance agreement and will be making my 4th request for service today.  I have purchased all my appliances from Sears for years but this is ending with me today.  I will no longer do business with them.  No customer service, technicians who are rude and obviously do not know how to repair the appliances and no response from the company after I have sent numerous complaints to customer service.  WHO NEEDS THIS - NOT ME!

When they show up today to fix your washer, if all 3 repairs are within the same 1 year period, ask for your free replacement under the "No Lemon" policy of the MPA.

 

 I totally agree with you.  I have purchased appliances from Sears for the last 18 years.  I finally had the money to buy one of their so-called better sets and it is a piece of ****.  If I didn't have $2000 in the washer & dryer set I would be done with them.  For now, I guess I will be purchasing the extended warranty every year until I can replace them. 

Sears does NOT sell "extended warranties".

They sell Protection Agreements.

I don't think there is anything in the Agreement that specifies "instant" repair and parts availability.

But, they can be (have been) very cost effective for an otherwise uneconomical to repair item.

Not so long ago I worked in a Sears store as a member of management. I can tell you that this sort of run-around about Extended Warranty Plans/ Protection Agreements, or what ever they are calling it now is common. Sears has no structure in place to service all the appliances they sell.

In one fashion or another appliance sales people are given incentive to sell the added "Protection" plans. Almost all appliance/ electronic retailers have a comparable structure.

"Protection Agreemen" is most likely a name invented by a marketing person, like me to get another couple of hunderd dollars out of customers.The company views this as added profit and not really a way to help/ service or protect the customer. Most manufacturers warranties will cover defective merchandise within the time frame a defect would become apparent.

Do your research before you buy anything expensive. Read consumer reports about the items you are considering buying and make comparative judgements. Have your mind made up about what you want and can afford before you venture into a store and are convinced by a commissioned sales person to buy something.

 

 

Noway123 said…

I am reading the messages on this board and I am very disappointed they are confirming what is happening to me right now.  I have a washer issue and have had 3 service calls and the machine still does not work. I have a maintenance agreement and will be making my 4th request for service today.  I have purchased all my appliances from Sears for years but this is ending with me today.  I will no longer do business with them.  No customer service, technicians who are rude and obviously do not know how to repair the appliances and no response from the company after I have sent numerous complaints to customer service.  WHO NEEDS THIS - NOT ME!

---

If it's the 4th trip to repair within a year... it's time for them to replace the unit completely.  That's covered.

One reason people might be discouraged reading this board is that there is no FEEDBACK posted by "anyone" on the mountain of escalations and complaints.

While problems are being "handled", the outcome of the resoulution is seldom posted.

And, apparently, the "one-post" salvo's hang around forever.

Sears is like a lot of companys now. They do not know anything about customer interface. The sales people arenot product or company trained to deal with the public. I bought a lawn tractor with a extended policy that had a rebate on it. The sales people said the mower I bought was included on the rebate. After 90 days and many calls I found out it was not covered on the rebate. The sales people were wrong including the manage and one more level up. Sad but buying from Sears is not a good place anymore. Dont buy from them as they are not as good as Home Depot, Lowes, Best Buy or Sams.

If this is the fourth call for a functional failure within a year, and the machine is still under warranty or protection agreement, the product can be replaced.

What did you get and when?

Ok, so it wasn't covered. Did they offer to take care of you? What was the outcome? It's like saying "I broke my arm and I went to the hospital." And...?

<!--[if !mso]> <object classid="clsid:38481807-CA0E-42D2-BF39-B33AF135CC4D" id=ieooui> </object> <style> st1\:*{behavior:url(#ieooui) } </style> <![endif]--> <!-- /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal {mso-style-parent:""; margin:0in; margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:12.0pt; font-family:"Times New Roman"; mso-fareast-font-family:"Times New Roman";} @page Section1 {size:8.5in 11.0in; margin:1.0in 1.25in 1.0in 1.25in; mso-header-margin:.5in; mso-footer-margin:.5in; mso-paper-source:0;} div.Section1 {page:Section1;} --> <!--[if gte mso 10]> <style> /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:10.0pt; font-family:"Times New Roman"; mso-ansi-language:#0400; mso-fareast-language:#0400; mso-bidi-language:#0400;} </style> <![endif]-->

Sears: To whom it may concern

 

We are the Johnson family, Sears customers since 1994 and we would like to express our concerns with the quality and service at Sears since purchasing a Kenmore washer and dryer in May of 2007.

 

We have been extremely disappointed with the quality of the Kenmore washer and dryer.  They have both been serviced numerous times in their short two year life span and we have been left without their services for weeks at a time.  For a busy working family, you must agree, that a working washer and dryer is crucial element to a functioning household.  We thought we were making a smart decision by purchasing these major appliances from Sears as we had purchased others in the past and not had these issues.  The decision has left us with many days of conflict and torment.  As you well know a washer and dryer purchase is not a small one, for a hardworking middle class family this was a major purchase for us. When we purchased the Kenmore washer and dryer we thought we were getting a top of the line product with energy efficiency and technological advancements.  When in reality it has been a “Mother Board” of problems! We feel that our trust in Sears to provide us with a viable product for our money had been diminished.

 

The Kenmore washer and dryer are not meeting the needs or expectations of our family.  We are exhausted with dealing with service for products that are inadequate.  We currently still owe approximately $1400.00 on this Kenmore washer and dryer.  We can no longer in good conscience pay for a product that does not perform.    

 

No one seems to be able to help us find a solution that doesn’t cost us any more money, time, and inconvenience.  We simply want a washer and dryer that work!  We do not feel that this is too much to ask of our over $2000.00 purchase.   Please contact us immediately to arrange for the disposal of these worthless appliances.