Comments on: We’re Waiting For A Miracle From Sears Canada

By: LuLu Burgess

LuLu Burgess — Sat, 11 Oct 2008 02:32:39 +0000

The drama continues. My husband just got off the phone with the manager of the appliance department where we bought our range. She told us the buy-out was non-negotiable.
We then said they needed to get someone out here to fix it since were not going to take a loss on our 18 month old purchase. She said that was not possible since the stove had now been deemed “unfixable.” WTH??!! Up until today we’ve had the electric panel replaced (which didn’t need to be replaced) and the convection fan. We’ve had at least six service calls since the last part replacement where nothing was done to the appliance due to technicians either bringing the wrong part, no part or not getting here on time. We now understand why people go “postal.” Stay tuned. We are not giving up yet.

By: LuLu Burgess

LuLu Burgess — Fri, 10 Oct 2008 23:45:17 +0000

Our nightmare with Sears started three years ago. We purchased a Kenmore Elite electric range. From the beginning the oven cooked unevenly so they exchanged it for the same model. Well things went from bad to worse. Not only did the replacement cook unevenly, the cook top was impossible to control temperature-wise and the oven wouldn’t keep an even temperature. After several visits from technicians who just started to swap out parts without diagnosing the problem and several times when a tech just didn’t show up they finally agreed to let us exchange the stove for a different model. This time I chose a GE Profile. I love many things about this stove. The cook top cooks beautifully. The oven used to work great (until a tech got to it.) There’s even a small oven in the bottom drawer that is wonderful.
The only problem was the convection feature never worked properly. It actually took longer on the convection mode to cook something than on the regular bake or roast modes.
SO we started an unbelieveably dizzy cycle of tech calls that went from bad to worse. Techs came that didn’t know how to diagnos the problem. Then they just started switching out parts again. Then they stopped coming during their allotted four hour window and would blame us for not being home. Then we had techs coming with parts that they said were not the right parts and techs coming with parts that didn’t need to be replaced.
No one from Sears would return our calls and the Customer Service line is a huge joke. Finally our situation landed us in something called a “buy-out.” Sears is now telling us that our stove is becoming too expensive to fix (OMG) and they will give us $1,600 towards a stove that we paid $2,000 for but we have to turn around and spend that $1,600 on another stove from Sears. This current stove is only 18 months old.
This last round of repairs has gone on for over six months and since the techs started fooling around with this stove the regular oven mode no longer works properly. It’s been a huge stressful nightmare and it’s not over yet. I would never give Sears another dime.

By: carl hart

carl hart — Wed, 08 Oct 2008 02:41:30 +0000

We had windows replaced with Sears at Newmarket,after five months we got them put in by contractor Sears contracts out to,it was wrote on the work order window shutters to fit,well they did not fit.We have been going round the bend with Sears to abide by there contract,every time you call,no one knows anything,we have been told so many lies,even today we was told the installer had picked up our blinds and would call us to night, its 10.30pm you got it no call.A salesman named Peter came in March its now 7 months, have not seen no more of Peter.
We shall stop shopping at Sears after 38years.

By: Terry Blake

Terry Blake — Tue, 30 Sep 2008 18:18:33 +0000

VERY SIMILAR EXPERIENCES WITH A SEARS WASHER. A DISGRACE AND THEIR RESPONSE INDICATES THAT SEARS HAS NO INTEREST IN CUSTOMER SATISFACTION.
THE PRODUCT PERFORMED VERY POORLY FROM THE OUTSET. SERVICE WAS ABYSMAL WITH THE LAST REP TELLING ME I WOULDN’T HAVE THE PROBLEMS I HAD WITH THE MACHINE IF I’D CALLED AND HAD IT SERVICED WHEN THE PROBLEMS FIRST APPEARED. WELL I HAD CALLED AND THERE HAD BEEN FOUR SEEMINGLY USELESS VISITS FROM SEARS SERVICE PEOPLE. SO USELESS THAT ONE OF THEIR OWN COULD NOT TELL THAT THE MACHINE HAD BEEN SERVICED, SEVERAL TIMES. THEY LAMELY OFFERED A RIDICULOUS BUY OUT . ( A FEW $$ TOWARD ANOTHER SEARS PRODUCT, OH GREAT)

NOW I HAVE TO PAY TO HAVE IT HAULED AWAY. THEY DON’T EVEN HAVE THE SENSE OR COURTESY TO TAKE AWAY THE JUNK THEY SELL YOU!!!!!!!!!!!

I AM HAVING THE MACHINE HAULED TO THE LOCAL SEARS APPLIANCE OUTLET AND DROPPED ON THEIR DOORSTEP FOR ALL ARRIVING CUSTOMERS TO SEE.

A FARCE OF THE HIGHEST ORDER. ALSO HAVE SOLD MY SHARES IN SEARS. I HAVE ZERO CONFIDENCE IN SEARS SENIOR MANAGEMENT AND THE PRODUCTS SEARS DISTRIBUTES AND SERVICES (SO TO SPEAK)….Terry

By: phil

phil — Fri, 26 Sep 2008 02:12:15 +0000

SEARS WILL NEVER SEE ME AGAIN .BAD SERVICE,, ASKED TO TALK THE THE MANAGER, I AM THE MANAGER,CAN I HAVE ONE OF YOUR BUSINESS
CARDS? I DONT HAVE ANY WAS THE REPLY. VICTORIA SEARS CATALOUGE STORE
YOU WANT RUDE SERVICE GO THERE. SEPT 20 08.. SEARS WILL BE OUT OF BUSINESS IN 3 YEARS TOPS.. WALMART WILL SINK THEM AND THEY DESERVE IT. NEVER SET FOOT IN A SEARS STORE AGAIN… PHIL

By: J James

J James — Wed, 10 Sep 2008 22:44:50 +0000

Let me start by saying, I, along with most of you has been a loyal Sears customer for many years. I have purchased everything from washer and dryer to stove and refridgerator, to clothing and perfume. I do most of my shopping though Sears as we are located far North in a rural community. I have not had any problem with any of my appliances EXCEPT THE WASHER!!!! Our two year old washing machine has quit working so I called the number on the manual. Now let me get this straight…. I am not looking to Sears to fix my washer for free, I do not expect any parts for free. I do expect that the technician fixes it though. So far we had the technician come in twice…. he is due to arrive again tomorrow..hmm Now this technician has been very polite and I have no complaints about him…except he can’t seem to fix the machine. he came the first time and took a look, decided he had never seen this problem before and would have to research it. Okay then, so he comes back a week later…. guess what..he did not fix it. He fiddles with it for over an hour and then said I hope this fixes the problem..if not call us again. Well I have called again and I am still waiting. I now have to load my laundry up, drive 20 kms to the laundry mat and wash my clothes there. I have 5 kids…this makes for lots of laundry. The last guy I spoke to, from corporate services ( I gave up on customer service) said hopefully it will get fixed next time he comes and if not it might be non repairable. Guess what…he wouldn’t tell me what that would mean for me. A 2 yr old $1500.00 washing machine should not be unrepairable!!!!! I am a very reasonable person, I have not sworn at my fellow Canadian who is working ever so hard at the customer service desk. I even went so far as to say “have a nice day” at the end. I did not even raise my voice!!!! I told the guy on the phone I would pay any amount necessary to fix the darn thing, so I am not lookin for a freebie…… but I will say this I am looking for customer satisfaction and I beleive I have gone over and above to be reasonable with Sears to get this issue resolved. If the washing machine doesn’t get fixed and I end up with a lemon…I will break every workable part on it and drop it at Sears doorstep….the least they can do is pay for the disposal fee!

By: rolly

rolly — Tue, 09 Sep 2008 16:05:41 +0000

It’s true the Kenmore appliances (a dead 2 year old dishwasher) are junk. The parts department run around is as crappy as the original purchase. I will go anywhere but to Sears.

By: Wayne

Wayne — Thu, 04 Sep 2008 14:13:26 +0000

Like everyone else, our issue seemed pretty straight forward. We purchased window blinds that needed to be cut to size. The blinds came with a one year warranty. After the blinds buckled and warped at about 6 months I was told that if blinds had to be cut to size the warranty for defects was only good for 90 days. I was told that I should have reported the defect earlier. I explained to the CSR that this would have meant I had the ability to look into the future. I asked to talk to a Supervisor but after being put on hold for over 15 minutes I was told that there were no Supervisors available. A week later, still no phone call or message. Also although they say that they are recording messages when you call them, they still manage to not have any information on their computer that you contacted them. And what is with this having to retell your whole story to to each person they put you on hold to talk to.
As we are only out a couple of hundred bucks, maybe they are counting on people feeling the way I do. Is it worth my time to chase Sears for a response over this. I might throw my hands in the air and say to heck with it, but I know who I won’t be buying from anymore.

By: Chris

Chris — Tue, 02 Sep 2008 16:33:22 +0000

After hearing all these stories we decided to get out while we still could. We were able to get our refund :)

By: Max

Max — Tue, 02 Sep 2008 02:35:12 +0000

We have had 2 bad experiences wiyh sears delivery.

They (Sears) contract out all their deliveries , on both occaisions they damaged a matress and a chair which had to be repaired under waranty.
They tracked dirty boots all over the house and they just don’t care.

And yes they want you to sign off so they can rush off to their next poor victim.

WAKE UP SEARS USE YOUR OWN EMPLOYEES TO DELIVER PRODUCT THESE

JERKS ARE RUINING YOUR REPUTATION!!!!

MAX