We purchased a Kenmore Elite Refrigerator Model* ***.*****.*** manufactured by LG less...

GetHuman1666315's customer service issue with Sears from December 2018

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The issue in GetHuman1666315's own words
We purchased a Kenmore Elite Refrigerator Model* ***.*****.*** manufactured by LG less than three years ago. On September **th, we experienced catastrophic failure and contacted Sears Customer Service to repair the refrigerator. The first available service date in our area was October **th. The technician inspected the refrigerator and determined that the compressor failed and needed to be replaced. We were told by Customer Service that we would have pay for the parts and labor to repair the refrigerator because we did not purchase the extended warranty. What the Customer Service Representative failed to inform us was the compressor carries a *-year manufacturer’s warranty, which should be replaced at no charge. The part was ordered and a service date was scheduled for October **th. The part was direct shipped from LG and never arrived in time so the service had to be rescheduled for November *nd. The technician installed the new compressor however, the refrigerator failed to cool. Upon further inspection, we found a puddle of black fluid on the floor. We contacted customer service again to schedule another appointment. Ten days later a technician arrived and informed us that the previous technician had damaged the refrigerator during his futile attempt to repair our refrigerator. He said he would now have to order a new compressor, condenser, valve assembly, UV filter dryer and the main electronic control board. Our appointment originally scheduled for December *nd was once again cancelled because the UV filter dryer is on backorder with LG. We have contacted customer service but no one can tell us when the part is expected to arrive. It is unreasonable for a customer to wait over ** days to complete the service of a major appliance like a refrigerator. You have made several attempts to repair the refrigerator and failed. We have exactly no confidence that your service technician will be able to successfully repair our refrigerator especially since one of them damaged it while attempting to install a compressor. The Manguson Moss Warranty Act requires a manufacturer to honor their warranty and provide repair and*or replacement or refund at their discretion if they cannot make suitable repair. You have failed to make suitable repairs in a reasonable time frame and should now be required to replace the unit at no cost. Please let us know who in the organization we can contact to make this happen. If Sears really cares than you will take immediate action to remedy this situation.**Thanks,**JOHN E. MARKELWITH
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Sears

Customer service issue
Reported by GetHuman1666315
Dec 1st, 2018 - 6 mons ago
I have an issue with Sears too
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Seen by 1 customer so far
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GetHuman1666315 started working on this issue
Dec 1st, 2018 6:33am