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XMFTwitty (68.32)

So Long, Sears



July 01, 2009 – Comments (9) | RELATED TICKERS: SHLD

Here’s the story of my refrigerator purchase, and maybe why Sears stores aren't all that full any more.

They delivered it last Saturday. I had everything prepped, including a new water line all ready to connect. Installer asks me to go downstairs and turn the water on. I do, and he immediately starts yelling to turn it off. That little connector that’s supposed to connect the fridge flexible water line to my copper water line is leaking like crazy. Not a big deal he says, happens all the time. But of course he doesn’t have one on the truck, because he’s just a delivery contractor, but he says go up to the Sears store and raise the roof with them, they have lots of them up there.

So I do go back to Sears. No parts, no help. Couldn’t care less about my problem: “call the 800 number.” (I did call the number and the stupid voice system couldn’t recognize my voice.) There were about ten customers wandering around looking at stuff. By the time I got done yelling at the salesman, they all had run away in fright or because they didn’t want to have to deal with Sears' lack of problem resolution policies.

So, my sales lady calls me up that evening after she arrived at work. I explain my problem and frustration, and she agrees to get me some help. Later, a lady from the “executive offices” calls me to start the resolution process, gets me on a conference call with the parts warehouse, and we spend a half hour taking and documenting information. When the parts guy thinks he knows what I need, I say specifically that the bad part is the one that connects the refrigerator water line to my house water line (“yeah, yeah, I got ya.”)

Part arrives today. Box is heavy, so I know before I open it they screwed up. They sent me a new icemaker. I'll probably need that at a future time, but right now it's no help. Off to the local independent appliance parts supplier. He looks at the failed connector like he's afraid he's going to get Ebola from it, and finally finds it in the parts diagrams. Unable to order it, have to deal directly with Sears. He does say I probably shouldn't have tried to install it by putting excessive torque on the vinyl part, that's most likely why it failed. I inform him this is a brand new refrigerator installed by Sears' best and brightest,and he starts to share my anger. Sells me a non-proprietary connector that should work, if his buddy in the service game is right. It was worth the $20 cost to not have to deal with Sears, ever again. Oh, and the famous Kenmore brand Sears crows about? This one was built by LG; Whirlpool and Frigidaire build the rest.

9 Comments – Post Your Own

#1) On July 01, 2009 at 1:42 PM, TDRH (97.03) wrote:

You should have bought the maintenance agreement with it.  (joking sorry, not rubbing salt in your wound.)

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#2) On July 01, 2009 at 1:50 PM, XMFTwitty (68.32) wrote:

That was only another $600 ;-) I declined.

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#3) On July 01, 2009 at 2:12 PM, jesusfreakinco (28.35) wrote:

You should have asked for the fridge to be returned and gone elsewhere.  I would have never stood for that.  Some companies still offer customer service - have had great luck with Lowes and fridge purchases.  Had an issue right after install and they sent a warranty guy who fixed it at no charge.


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#4) On July 01, 2009 at 6:40 PM, nuf2bdangrus (< 20) wrote:

That's what happens when gigantic business push out the mom and pop.  Kiss service goodbye.

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#5) On July 02, 2009 at 11:54 AM, Wharrgarbl (< 20) wrote:

I've never had any issues with Sears, but I buy my lawn equipment from them, not appliances.  I always try to buy that from the local appliance store.  They are always appreciative of my business and extremely helpful.

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#6) On July 03, 2009 at 4:14 PM, SuperCharge (72.43) wrote:

Contracted or not, Sears' installers should be trained & equipped to handle any installation issue that "happens all the time".

Circuit City & Monkey Wards before them had the same type of crap happen there so this is not a good sign.

What would tick me off most is that they tell you to go raise hell with your saleslady who isn't going to have a clue. Is she trained to install refrigerators?

P.S. Kmart Holdings Corporation bought Sears & upon the merger changed their name to Sears Holdings Corporation. 

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#7) On July 05, 2009 at 12:35 PM, dwot (29.27) wrote:

Don't get me started on the poor staffing, poor knowledge and poor quality of goods these days.

I was missing a part to a faucet about a month ago and the part was supposed to be sent to me, but it had still not arrived 4 weeks later, so I have a bathroom without a working sink.

And shopping for the materials for that bathroom, 2-3 freaking days of my life because of poor staffing in stores.  Seriously, one day when I was shopping for about half the stuff, I had everything on a list and it took about 8 at the store simply because of poor service and staffing at Home Depot.

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#8) On July 05, 2009 at 12:36 PM, dwot (29.27) wrote:

Seriously, I was at Home Depot the morning and absolutely rushing in the evening to make it for on time for theater tickets because of that totally garbage business. 

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#9) On July 05, 2009 at 1:50 PM, xserver (84.81) wrote:

Yep, Sears is a nightmare alright. 

My 12-year warranteed water heater sprung a leak, so I called Sears to come out and replace it.  They said they could get someone to take a look at it in TWO weeks.  I complained and they sent someone the next day.  He comes out and charges me $65 to verify that, yep, it's leaking alright.  Doesn't fix it, doesn't bring a new water heater, just tells me someone will call me.  Two hours later, someone calls and tells me they have a water heater, someone else will call me and tell me where to get it.  Two hours later, another person calls me and tells me the water heater is at xyz store, I need to go get it, or have Sears install it.  So another person will call me and give me an estimate for installation.  Two hours later, they call me with a $600 dollar installation!  I call a local plumber, have him pick it up at the store and install for $200...all within 2 hours.

 Once I was having my car alignment done early Sunday morning...the auto shop was open but the store wasn't.  Not knowning this, I wandered into the store area to look at some tools.  A clerk came around and told me to get out, the store was closed.  In the middle of a recession, they told me to GET OUT OF THEIR STORE.  I went outside to wait and saw person after person try the doors only to find them locked and walk away. much business did they lose, and still paying sales clerks?  This was around 9:30am, store didn't open till 10 or 11am I think.

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