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Date Posted: 20:03:02 01/27/09 Tue
Author: AF
Subject: Kenmore No More or SEARS STINKS!

Called Sears to have oven repaired on Kenmore stove. Had same oven starter part break 3.5 years ago and had same repaired by Sears. Appointment for Monday between 1& 5. Tech arrived at 6:15 pm. He quotes a price of $255.69. That's for part and labor. A 15 minute job that he admits any handyman could do - that's $156 for labor and 90 something for the part. My mom is astonished at the cost and hesitated prior to giving him the okay to do the repair. I ask if Sears has a senior discount. He says that my mom should qualify for a discount and he says he might be able to give it to her right then but after attempting to look it up on his computer he tells us that it doesn't come up on his computer. He assures us if we call the Sears 800 number tomorrow and tell them that he said she qualifies for the discount they will adjust the bill. That mollified my mom and she says okay to the repair. We had asked the Tech if he was a subcontractor and he said no he was a SEars employee. He also said that he had our previous repair in his computer and that even though the labor cost had increased the price for the part had actually gone down.

After he leaves my mom still can't believe the cost and looks for her old bill from the previous repair. She found it - $206.-- and the price of the part had not gone down both parts and labor were up. That first lie should have warned me of what was to come. Also, when he arrived he parked his Sears van in front of a fire hydrant when there was plenty of parking on the street. That should have told me something.

The next day my mom calls to get her discount and have her bill adjusted. The tech didn't say how much the discount would be just that she would get one. Halfway through her conversation my mom hands me the phone and says, "I can't understand what he is saying." It's a call center, most likely in India and the accent was pretty bad. Living in Chicago I hear lots of accents and find that if you listen you can understand but even I was glad when this guy said he would transfer me to billing. Phone rings 20 times and a recording says no one is answering and I will be disconnected - and I am. So I have to dial the 800 number,( Sears selection menu is terrible) get another person who I have trouble understanding and a ton of static on the line, explain the situation and she promises that she will make sure someone picks up in billing before she hangs up. I get a woman in billing, explain the situation, and she says she will call the repair center while she puts me on hold. She comes back and the customer service rep at the repair center talked to the Tech and she says he never promised a discount and WE Misunderstood.

Now I'm HOT. I ask the billing rep for the name and direct phone number of the customer relations rep because I want to let her know that the servive tech is a LIAR. She gives it to me, a local suburban number. I call the woman and give her my name and etc. and rip into her about the Tech, the LIES and since I'm not getting a discount or bill adjustment I complain about the after 5 arrival time and the outrageous labor costs, the lie about the part price going down, how it's a shame to screw over an elderly person on a fixed income in this economy and may Sears go the way of Lehman Bros. and I hang up.

It turns out Sears never gives a SEnior discount. So if an Employee of Sears after being asked - Does Sears have a senior discount? says anything other than NO or I don't know - neither of which was done. My mom and I did NOT misunderstand. We were LIED to so we would have the repair done. My mom has been brand loyal to Sears for over 50 years but she said, Never will she by a Kenmore product or any appliance from Sears again.

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