Sears Canada Bad Customer Service

We purchased a fridge from Sears back in June 2007 and have a service contract with them.

Last month, the middle shelf came apart and crashed down onto the bottom shelf causing damage to both of them.

I called sears for a service call and they sent someone today (1 month later) to come and check the fridge.

It is a kenmore fridge and they say that they stand behind these appliances.

They man said, "sorry we can't help you, you will have to spend around $250 to get a new shelf"

We called up and spoke to the supervisor of 1-800-4my-home (Sears Customer Service)

They told me the same thing, that if it is not defective then there is nothing that can be done.

This is definitely a defect! I was even told by someone who works at sears that it is indeed a defect and has seen it more than once.

Finally after arguing with them for over 40 mins, they agreed to send another technician to look, but at our expense.

In 1 month from now.

Meanwhile we have no place to put anything in our fridge.

What kind of customer service does Sears have?

We have purchased many things from sears in the past and can't believe that this is how they treat a customer.

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Having a very similar situation but with my Craftsman table saw, started 2 months ago:

- Visit the store and deliver table saw

- 1.25 months later, after many calls and trying to track down status and requesting technician to call me (which he never did), I get table saw sent back with "alignment test ok" as a comment. Which I knew for a fact it wasn't

- Bring it back home, set it up in the shop - sure enough, still misaligned

- Call Sears, demand a technician come to my home so I can show him

- Few days pass, technician comes by - and within 2 minutes of seeing the saw, agrees it's not only misaligned but cannot be fixed.

- Sears picks it up the following day.

- 3 weeks go by without any real status other then myself calling in to track down information.

- Finally get word that it's been deemed "unrepairable".

However - this is quickly followed by Sears claiming "We won't do anything because you must have forced it somehow". Which is impossible given the design, also validated by Sears technician visit to my home.

So here I am wondering if Sears will make good on their warranty for this 1000$ table saw...

Goes without saying that I will not be buying anything further from Sears if this doesn't end well. Which is unfortunate for Sears as most of our kitchen is Kenmore...

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We have a slightly different issue with a Kenmore Refrigerator. All four pull out shelves have cracked plastic in the middle of the shelf. "Not a defect although all shelves have cracked" Replacements cost 1/3 of initial refrigerator cost.

Very poor product support and won't buy Kenmore products in the future.

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We're in the midst of a similar nightmare involving a dishwasher. The runaround has been going on for a month, with every moron we speak to pointing us to another moron.

The term "customer service" definitely does not apply here. Rest assured, we will never buy another appliance from Sears.

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We are currently having similar problems with our Kenmore fridge. It was purchased less than a year ago, so still under warranty, and does not work. We have been dealing with service men coming over to try and fix the fridge as well as having a fridge full of rotten food twice. A service person came over and fixed the fridge last weekend and when we returned home from a trip a week later the fridge was blowing hot air and the food had spoiled. This morning a service person came over again and verified that the refrigerator was in fact not repairable (duh!) and now we would be dealing with the store. Well, big surprise, the store has not called like they were supposed to. Sears has a flawed system when it comes to repairs. It is completely unacceptable to leave people without a refrigerator for months. If the product is still under warranty it should be replaced and the store can try to fix it when it is back in their hands. I will never purchase anything from Sears again and have been telling everyone I know about the ordeal we have been through.

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We are having the same type of problem. We bought a fridge in May 2008. It has not worked since day one. They keep sending out repair men that don't fix the problem; three times now. We have to wait a month each time. Our food has gone bad twice. Every time I call them, they don't care. They said we could only get an exchange in 90 days, well, we've had to wait so long for service that 90 days passed. They will not compensate us for our food loss and will not replace our fridge. They will only keep sending out repairmen that don't know how to fix it. Also, the customer service that I receive on the phone with them is so bad, it's really unbelievable!

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I have had the same problem and will never again purchase anything from Sears. I am in Customer Service and have never had such horrible customer service. I will tell anyone I know not to purchase anything from them.