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sears home repair service Support Ticket - FLORIDA, - Service Agreement Trap

sears home repair service Support Ticket - FLORIDA,

Service Agreement Trap - KENMORE WASHING MACHINE

Created By: LW1729's Picture LW1729 Last Reply: SearsCares's Picture SearsCares
Priority Level: [High] Status: [Open]
Created: 7 years ago Last Updated: 7 years ago
Department: General Replies: 1

I feel we were scammed. Sears sold us a renewal of the service agreement on our washing machine while they knew it was old enough that they do not repair it.

They sent a technician over as a show and just to make sure it wasn't just a belt, gasket, or generic simple piece. The technician told us they would have to "research" the part we needed because it was it was no longer listed (the transmission).

Ten days later, when I did not hear anything, I called. They said my machine is at the age that it is "due for replacement" (exact quote). They would not repair it, but offered me a $500 voucher (not cash) for credit on a new machine only purchased at Sears.

The new machine that is my same model (I can only buy the one model because it is stacked washer/dryer) are $1395. The service agreement cost $249. Therefore, they are actually only giving me credit for $251 toward the new machine. In addition to the price, there will be sales tax, a new service agreement, delivery, and installation charges. The total will be close to $2000 for a new apartment-sized washer/dryer.

I would rather have a refund on my fraudulently-sold service agreement, so I can call another repair professional who can find after-market (non-Sears) parts to repair my machine or be free to purchase a less expensive machine as I see fit (used from Craig's List or new from Brandsmart). Actually, I'd like to see Sear's stopped from defrauding customers.


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Ticket Replies

SearsCares says: (7 years ago)
Dear LW1729;
We do apologize for the circumstances surrounding your washing machine and the recent service smart agreement that was purchased. We do understand the frustration with your washer not being repaired and only offered a portion of what you expected the agreement to cover. We would like to connect you with our case management team that will directly contact you and will work with you regarding your washer that has now included your dryer due to the stackable feature. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be concerned by this any longer. In the email please provide the best contact phone number or the number to which your washer was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (LW1729) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Christine R.
Social Media Moderator
Sears Social Media Support

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