Sears Roebuck & Co. False Promises Failure to Honor Refrigerator Warranty Hoffman Estates Illinois *UPDATE
Kenmore refrigerator after 18 months had a compressor failure. The owner's manual clearly states there is a "Five-Year Full Warranty on Sealed Refrigeration System" and the compressor is listed as one of the parts included. The warranty further states, "Sears will repair the sealed system, free of charge, if defective in materials or workmanship".
When I called for warranty repair service, I was told there was a $55.00 minimum charge to have a repair person come out and this charge would be cedited against the total labor charge. I immediately raised a flag and asked why where was any charge. The customer service rep said the five-year warranty covers parts only. My reply was, "So, Full Warranty doesn't really mean full warranty". The rep said only in the case of a recall would parts and labor be included.
I contacted Customer Relations via e-mail and received a reply from Mike Adkins stating the full warranty applies only for one year, and the five year warranty on the compressor only covers parts. Mr. Adkins referred me to my owner's manual. I do not know what document he is looking at, but my manual makes no exceptions to the "Five-Year Full Warranty" or the "Repair Free of Charge" statement.
This is intentional false wording of the warranty if Sears will not honor it as presented and, of course, all my business that used to go to Sears will go elsewhere.
Paul
Columbia, South Carolina
2 Updates & Rebuttals
Successfully Resolved
#30
Fri, December 13, 2002
Thanks to the actions of the local Sears Appliance Department Manager, my refrigerator has been repaired (compressor replaced) at no charge under the 5-year Full Warranty for the sealed system. The repair person said he services the sealed system at no charge under the 5-year warranty regularly.
Do not let the people at the phone number for service, 1-800-469-4663, push you into paying for any labor or "trip charge" when setting up repair under the 5-year warranty. I received the same erroneous story (that parts only were covered) from three people.
Sears Local Appliance Dept. Manager May Have Solution
#30
Mon, December 02, 2002
I spoke with department manager of local Sears store. He seems to be on my side and has instructed service/repair to send a repair person out. The manager has agreed to pay the service call minimum $55.00 and labor charges. Appointment is scheduled in two days. I will update after that service call takes place.