We purchased an LG refrigerator from Sears 6 years ago.
We always purchased an extended warranty and have good results with repair until this September.
I have been without a refrigerator for over 7 weeks.
The repairman has been to our home 3 times, replaced the motherboard twice and the entire fan unit.
The parts supervisor stated it was not fixable and advised a call to customer solutions for replacement, however customer solutions insisted on repair of the compressor. A valve was ordered and came. We had an spoonrnget set up and Sears cancelled and told us we had to wait an additional 3 weeks for repair. Each time I call customer service, I get uncaring individuals who really do not have a clue. It seems they are deliberately delaying so they do not have to fulfill the warranty. They are trying to wear the consumer down so that they just give up.
So sad Sears has had to come to this.
Chris O’Neil

*****WARNING! SEARS PRODUCTS AND WARRANTY VENDORS SHOULD BE AVOIDED AT ALL COSTS!!!*****
We purchased a Sears Kenmore Elite 30 cu ft refrigerator in mid Sept. 2011 expecting to be receiving a quality product that would last for years. We purchased a 5 year warranty service protection agreement for this product with 1-800-4-MY-HOME as the contact number for any issues that we might encounter. The first week of Sept. 2014, we received an error code on the front of the display panel. We contacted the Sears immediately to schedule an appointment for a technician to come out and fix the issue. The technician was not available until a week later with NO EVENING OR SATURDAY APPOINTMENTS available and the appt times were only available in four hour increments. We scheduled an appt and requested to be contacted via cell phone prior to the technician arriving so that we could leave work and be home within the 30 minute allotted timeframe which we were ASSURED would be provided to us. One week later on that day no phone call was received on our cell and when we arrived home we had a message on our home phone stating that the technician was here and that we had missed the appt and to call and reschedule. Ok… a misunderstanding. So we called and rescheduled for the following day.
Day #2 arrives and we had requested the same contact via cell with the 30 minute allotment so that we did not miss more time at work than what was needed. Needless to say… no phone call on the cell phone nor the home phone. A NO CALL… NO SHOW… We contacted Sears warranty phone number AGAIN and we were told that the technician had called into the SERVICE NUMBER and stated that we needed to reschedule. Why the technician would call the service number and not us directly I can’t comprehend…??? How are we supposed to know that we needed to reschedule other than realizing at the end of the day that it was a NO CALL… NO SHOW…??? So we rescheduled our appt AGAIN for another week out since the ever so unhelpful and unsympathetic SUPERVISOR could not fit us in until that time.
Another week later for our 3RD scheduled appt, the technician finally called our cell number and spoke to us. We let him know that we were on our way and would be there shortly. We were also assured that the 30 minute allotment window would be provided to us this time as well. So we arrived home within 15 minutes and there was a “Sorry we missed you” sticker on our door. The technician had arrived within 5 minutes of calling us and left right away KNOWING that we had just spoken with him and that we were leaving work to be there. We tried to contact the technician directly immediately and NEVER received a response. We called the service number AGAIN and we were told that they would contact dispatch and get back to us shortly. Two hours later… NO CALL BACK! We called the service number AGAIN and were told that we needed to reschedule FOR A 4TH TIME. Is there anyone that would not be frustrated at this point in time? It might not have been much of an issue if I had the luxury of not having to work however most people that I know are not that fortunate.
The refrigerator is less than 3 years old and already having issues. This story will be posted on every possible avenue that I can think of so that people are aware of how SEARS operates and their LOUSY customer service. I will NEVER purchase another SEARS product and if anyone decides to purchase their products, I would strongly recommend NOT PURCHASING THE WARRANTY since it is nearly impossible to get someone to come out and repair any issues. I can’t understand how a company so well known as SEARS could deal with such a WORTHLESS warranty vendor that they would allow their name to be drug in the mud. For my Facebook contacts… please repost this message as much as possible so that we can do the public a service by informing them of these issues prior to making the same mistake that we did in purchasing a SEARS product and wasteful warranty. And still… no resolution to date.