Complaint Review: Sears

One December 29, 2006 I purchased a Craftsman garage door opener, model 139.53985D. Almost immediately after installation, I noticed an annoying humming sound coming from the motor unit. I thought the sound might go away once the machine burned-in. After a couple of months, I decided there was something wrong with the unit. However, I travel quite a bit and didn't have time to call right away. Furthermore, knowing I had a 2-year warranty on parts, I assumed that whatever the problem, Sears would simply send me a new part and I could fix it myself.

Nevertheless, I finally had the time to call Sears on April 2, 2007, 93 days from the original purchase. Imagine my surprise when the Technician told me that the logic board needed to be replaced and that Sears required that they do the work themselves for approximately $75. I was told I should have called earlier when I was under warranty.The Technician did admit that Sears knew about the humming problem and that many people had been calling in.

I do happen to work for a company that designs and manufacturers electronic equipment. We also offer service programs and deal with repair issues on a daily basis. If I had called my company with this type of situation, we would have treated this very differently:

1. Although while I was beyond the initial 90 day warranty by 3 days we would have honored the 90 day warranty anyway.
2. We would take responsibility for a defect in the logic board that we knew existed when the product was manufactured and sold.

I have been a Sears customer for over 35 years. The ability to fix things myself is a big plus in my purchase decisions. However, I am extremely disappointed with how Sears dealt with my problem.

I sent a similar note as this to the CEO of Sears Holdings, Mr. Aylwin Lewis back on April 15, 2007. *** I got no response at all! ***

So, I have a defective garage door opener, that Sears knew was bad. I am concerned that it is a fire harzard, so I have it unplugged when not in use.

This, is a rip-off if I ever heard of one. I no longer shop at Sears.

Larry
Northern NJ, New Jersey
U.S.A.