Sears Side by Side Refrigerator/Freezer/ 3 months to repair properly

The compressor on the 2 year old Sears refrigerator/freezer under warranty failed and needed to be replaced.

When I reported it, I was told that Sears would send a service repair person in a week. Allthough I tried very hard to schedule someone sooner, Sears said it was impossible. Because it was during the summer and we live in a home without air conditioning and there are young children who need milk refrigerated, we called an independent repair person . We paid $160.00 to him. He said the problem was the compressor and since the refrigerator/freezer was under warranty, we should wait for Sears to replace the compressor. A week later a repair person came and said was not the compressor It was a switch which he then replaced. We replaced all the food that had originally spoiled. Several days later, the refrigerator was no longer working, and everything in the freezer had begun to thaw. We called Sears and were told that someone would be out in a week. Again, they said it was impossible to schedule someone sooner. A week later someone came out and said that the problem was the compressor, but he didn't have one in stock and would have to order one. When it came in a week later, we were told that the repair man would be out in a week to install it. He came and installed the compressor.. We again restocked the freezer only to discover that the food began to thaw. We called Sears and were told that someone would be out in a week. As it turns out, the replaced compressor was a faulty one and another had to be ordered. It was again another week before someone came to install the functioning compressor.

It not only took 7 weeks to repair a 2 year old refrigerator/freezer which was under warranty, but it also cost hundreds to replace the food in the freezer and refrigerator twice after it had supposedly been repaired. Because John works independently, he lost income from the equivalent of 4 days of work while he waited for repairmen to come to the house. And....no one with whom we spoke during this entire time was customer friendly. They merely said EACH TIME " The repair person will be there in a week. We can do nothing sooner." No one had the courtesy to say, " I'm sorry for your inconvenience, we will try to accommodate you as best we can". The impression I have is that Sears is no longer interested in customer service. They have my money from the purchase of the appliance and now any problems are mine to resolve.

Therefore, my resolution is never to purchase anything further from Sears and to encourage others to follow suit.