Sears service concerning a built-in oven - required two replacement control units - outrages service

Posted on Sunday, June 2nd, 2002 at 12:00am CDT by 166f02a0

Company: Sears service concerning a built-in oven - required two replacement control units - outrages service

Category: Other

Complaints.com received the following consumer message on May 31, 2002:

From:

RE: Sears service concerning a built-in oven - required two replacement control units - outrages service

From:

Dr. Frank Roehl

Tuscaloosa, AL 35406

e-mail: COMPLAINTS.COM_FORM_MAIL_31385# Re: Sears service concerning a built-in oven Dear sirs,

this is a complaint about Sears and its service concerning a built-in oven, I bought in 1997.

In these 5 years the oven needed 3 control units (the original one and two replacements) and the service I received from Sears is - to my mind - simply outrageous. Here are some details concerning my oven from Sears: 1997: In spring/early summer I bought a new GE Built-In oven model number: JRP 15WOW1WW, serial number: GS623 0770 at Sears and had it installed by Sears customer service resp. by a contractor of Sears. 1999: In late summer the control unit broke down and I called Sears for repair service. The service man took out the control unit, found it faulty, put it back in and turned the power on. The unit was working perfectly. Under those circumstances I refused to get the unit replaced, because this would have meant to pay appr. $260.- in addition to the $89.13,I was already charged. 2001: The control unit broke down again and was replaced by a Sears service man on Feb28 at a cost of $267.30. 2002: The control unit broke down again in late april. I called Sears for repair, specified the part needed (by the code number from the 02/28/01-repair slip) and scheduled repair service for April 29. (The reason why I was willing to pay another $260.- was that my mother arrived from Germany on May 2 and I would have liked to show her a fully functional

kitchen.) April 29: At 2pm I received a call from the repair man: Is it ok to drop by and collect the money to order the part? It will then take some 3 to 5 more working days until it arrives and the repair can be carried out. I refused, since the repair service was scheduled for this day and called Sears customer service. The lady on the phone offerd me to reschedule the money collection business for the next day. I asked her for an address to which I can send a complaint in writing. May 08: A not very friendly letter of complaint to Sears and Roebuck/3333 Beverly/Hoffman Estates/Illinois 60179 was sent by certified mail with return receipt. Date of delivery: 05/15/02. May 21: At about 11:00am I received a phone call from Sears obviously concerning my letter. Since I was about to leave home, I asked the lady on the phone to call me back between 2 and 3pm the same day, to which she agreed. She did not call. Shortly before 4pm, I called Sears customer service and asked to speak to the manager. He


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