An update to my ongoing negative experience with Sears.
I had to stay in Philadelphia that weekend instead of going to DC as I’d originally planned so that I didn’t have to take off another day from work. I got up that at 7:30 that Saturday morning (I didn’t even know there WAS a 7:30 in the morning) so that I could be showered by 8am on the off chance that the repairman showed up on time. He didn’t, but at least I was clean. When he did show up, he was a nice man. He quickly diagnosed the problem: the freezer coils were encased in a block of ice, hidden to the casual viewer by an access panel. The problem had to be either the thermostat or the timer which periodically turns the heater on to prevent ice from building up. He discovered that it was definitely the timer, but he recommended replacing both parts just in case. Fine by me if it means I don’t have to go through this whole thing again in a few months.
But he didn’t fix it that day. Instead, he suggested that I call customer service and buy a service plan on the freezer, since it would cost the same as fixing it, plus a service plan would continue to cover the freezer for the next year or two. I immediately questioned whether they would cover a freezer which was already broken. “Oh yes. They don’t care about that. They just want to sell you the insurance.” Ok, fine, if it’ll save me more money down the line when the freezer breaks again. So I paid him the minimum $60 charge for labor and he left.
I called customer service and, of course, they told me that they could not sell me a service plan (or insurance, or whatever Sears calls it) for a broken freezer; it would have to be repaired before they could cover it. So I called a different Sears number. They told me the same thing and referred me back to the original number. Those people again told me there was nothing they could do, but that they recommended going back to the store where I bought it because sometimes the store manager can make an exception and pay for the repair. So I went back out to 69th Street where I bought my freezer. I had been hoping to be able to deal with Alice, because she’s always been very knowledgeable and helpful to deal with, but she was busy, and she wasn’t the manager anyway. The department manager I dealt with was extremely nice and extremely sympathetic, which I greatly appreciated, but he was also ultimately unhelpful. After checking with HIS manager, he told me that after 90 days, the store is out of the equation and so he couldn’t do anything to remedy my situation.
So I went home and called the Sears repair line again to schedule a repairman to come out and fix the freezer, even though I would have to pay all of the costs out-of-pocket. After all, I need a working freezer. I had to take yet another day off of work, of course, because I was going to be out of town the next couple weekends and I had already been without my freezer for a month. The repairman came (the same guy as before) but he didn’t have the part in his truck, so he couldn’t fix my freezer. So I had to pay for half of the part and he ordered it, telling me it would arrive in a week. Another day wasted.
Yesterday the part arrived in a tiny little box left on my front step by Airborne Express. Yay. Except I opened the box and noticed that it was the *thermostat*, and the repairman had very clearly said that the problem was with the *timer*. So maybe he just didn’t want to have to install the parts over a period of two separate days? I don’t know. I guess I’ll just have to call and schedule an appointment again and see how it goes.
So here’s a recap so far:
1. My $500 Kenmore freezer breaks less than a month after the warantee runs out, only a year plus a few weeks old, and it got only very light use over that time.
2. I call the repairman and schedule an appointment.
3. I take a day off of work to be home for the repairman. He does not show up and I have essentially flushed a vacation day down the toilet.
4. I reschedule the appointment for a weekend so I don’t have to miss work again, but it means I have to cancel a trip to DC and I have to wake up at the ungodly hour of 7:30am because the repairman could show up as early as 8am. (yeah, right.)
5. The repaiman shows up and diagnoses but does not fix the freezer. He tells me to buy a service plan and leaves. Wasted day and cancelled trip for NOTHING.
6. I call Sears to buy a service plan and I am told they cannot cover a broken freezer (ie. the repairman was wrong). They refer me to the store where I bought the freezer.
7. I make a trip out to the store where I bought the freezer, but they tell me they cannot help me. Wasted trip.
8. I schedule yet another repair appointment and take another day off work. The repairman comes but does not have the part and has to order it. Wasted vacation day.
9. A week later, the part arrives, but it appears to be the wrong part.
10. I will have to take at LEAST one more day for the repairman to come and finally fix this freezer.
So after a total cost of:
- 2 lost vacation days (= $200)
- 1 cancelled trip to DC and had to get up extra early on a weekend
- $200 in parts and labor
- Two hours of lost time going to Sears for a problem they couldn’t fix
- Unknown amount of time on the phone with various Sears people and departments
- At least one more vacation day that I will need to take in order for the repairman to come again (minimum of $100)
(In other words, it would have been cheaper to buy a brand new freezer) I STILL HAVE A BROKEN FREEZER THAT NEVER SHOULD HAVE BROKEN IN THE FIRST PLACE!!!!!!
A friend of mine has suggested that I go to Sears and walk around and talk people out of buying things. Or picket the store until they agree to replace my freezer. I will be writing a letter to Sears when all of this is over and see if they are willing to reimburse me at least for the parts and labor, or at least give me a free 2–year service plan on the freezer that will by then be fixed. If they aren’t willing to do so, then please look for a man holding a picket sign at a Sears store near you.