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Sears Home Repair - Appliances Complaint - Sears Smart Service Protection Agreement
Sears Home Repair - Appliances Complaint

Sears Home Repair - Appliances Complaint


Sears Smart Service Protection Agreement

This is my second posting to Measured Up. I am having a problem with the Sears Smart Service Protection Agreement I purchased for $310 for my Frigidaire front load stack washing machine. The door latch stopped working so the door wouldn't close, I'd get an error message and the machine wouldn't start. I purchased the service agreement and was told if the machine couldn't be fixed, I'd get a $500 voucher toward a new washer purchased at Sears. A tech came and tested the door latch, that wasn't the problem. He said he thought the problem was the control board. He ordered one and the next week a second tech came and installed that. That did not work. At that time, I asked for my voucher and the tech said that wouldn't be a problem. Then he got on the phone with his manager who said no voucher they had to order another control board. The first control board was refurbished. The second one would be brand new. A week later, that same tech came back. He installed the new control board. That didn't work. He tested other parts, disconnected wiring, did everything he could. Then he told me the washer was not fixable. I again asked for my voucher. He again got on his phone with his manager who said no voucher. I later learned the tech reported the case as "closed", meaning the machine was working, even though it was not working, he knew it wasn't working and he couldn't fix it. I call Sears after work, I'm on the phone for an hour and I'm told they have to set up at least two more service calls before they can declare the washer non functional. So even though I've been without a washing machine for two months, it's disconnected sitting in the middle of my kitchen while the stack dryer that goes with it is disconnected and sitting in the middle of my dining room, I am told I have to have another service call, which is scheduled for this Saturday between noon and four so I have to devote Saturday afternoon to this. I don't know if the they will send one of the first two two techs. I don't know if they are bringing additional parts or if I will have to suffer through this whole process and devote hours and hours to this pretense of coming to my home again and again and telling me over and over again the washer can't be fixed and having some supervisor somewhere refusing to issue the voucher. I have to purchase a new dryer anyway even though my dryer still works because for the stacking space, I have to have a matching washer and dryer. I've been a loyal customer to Sears for many years as have my parents. This is very stressful and has disrupted my life and my household. Is there anyone at Sears who can please contact my Sears store in Edwardsville, Illinois and issue the voucher so I can replace my washer, pay the difference (because it will be more than $500 to replace) and purchase a matching dryer? I've done everything I can think of but I'm tired of this whole process taking up my time and just getting the runaround from all the phone customer service people I speak to. Please help me. Franklin Boggs, Edwardsville IL phone: 618-789-2744

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