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Victoria Thompson
12261 SW 251st Street
Homestead, Florida
[protected]
Sir or Madame,
I have been a loyal customer with Sears for decades and I have never experienced such poor quality in customer service trying to get my Sears Kenmore Product serviced. It is inexcusable that Sears is outsourcing home repair service to a vendor with no regard as to the hardship of the customer.
I am very disappointed and disgusted as to how I have been treated and with being without my refrigerator for going on four weeks with no update as to when the part needed will be available and installed. I have requested another vendor only to be told that I cannot have my request transferred because it would be like starting over and the current service request is still open and there is not date as to when the part would be in. I have requested a replacement model of the same refrigerator and told that it can't be done. How long am I suppose to wait to have a working refrigerator. I am sure if you were in my predicament that you would demand that this matter is resolved immediately. I am asking for a replacement of my refrigerator or that someone come out to repair my current refrigerator immediately so that I am no longer without a much needed appliance. Below you will find a timeline of the issues regarding my service request.
I will begin by stating that I have a Sears Master Protection Plan on my Appliance. My Bottom Freezer Refrigerator stopped producing ice and was not freezing nor cooling properly on March 21st 2018. The following day I contacted Sears Home Services and was informed that a Service Technician from All Keys Appliance Repair Inc. would be out to service my refrigerator on March 26, 2018 between the hours of 08:00am-12:00pm. I waited for the service technician who did not call nor did I receive any updates from Sears. Between the hours of 1:30pm and 2:00pm I attempted to contact the company All Keys Appliance Repair Inc. to find out the reason for the no show during the time allotted and to find out if a technician was still coming out to my home to service my refrigerator. I left a message for a call back and never received a response. I again contacted Sears Home Service for an update and the representative stated I should contact the service company and provided me with the same number listed on my original request. I explained to the representative the I have called that exact number and left a message and they are not answering the phone and not returning voice mail messages. The representative patched me through to the All Keys Appliance Ince. and the technician stated that he would be to my home by 6:00pm and that Sears was not suppose to connect me to the company. The technician came out and said that the refrigerator needs a new compressor. He said that he would order the compressor and let me know when it would be in. I waited two days and still had not heard from the service company and attempted calling to get updates, again, no answer and no response to my voice messages.
On March 29th I again called Sears Home Services and was told to contact the service company. As explained before I told them that I have tried and I am not getting a response from service company. The representative attempted to contact the company with no luck and left a message for the service technician to contact me. I did not receive a call nor email regarding my situation.
I again called Sears Home Service on April 5, 2018, I was told that an email was sent for All Keys Appliance Inc. to contact me, still no response for an update was received.
On April 6th I again contact Sears Home Services and was told that a voice mail was left for All Keys Appliance to contact me regarding a status on the part. I requested to speak to a manager and was transferred to a voice mail, I left a message and did not receive a response to my message. I was told that if I still have not heard from All Keys Appliance Inc. to call Sears Home Services back on Monday April 9th, 2018. As of today April 8th, I have not received a response from All Keys Appliances, therefore I will be calling again in the morning attempting to get this matter resolved. I am a very dissatisfied, frustrated and disappointed. Please Help!
I purchased the refrigerator on August 26, 2015. Below I have attached a photo of the label located on the inside of the refrigerator.
The fridge is located in the kitchen with cabinets on the left side and a wall adjacent to the pantry on the right side when facing the fridge.
Please don't make light of my situation as if it doesn't matter because you are not personally dealing with a matter of this nature. I stated that I have been without a refrigerator for going on four weeks which includes when the units stopped working on March 21st which is the four week point as of April 11th. It is inexcusable to have to go without a refrigerator for this period of time while having a valid Master Protection Agreement. So basically you are telling me that there is nothing that can be done to expedite actions to get my refrigerator repaired and that a replacement is definitely not an option. Are you telling me that I will have to wait for the parts to come in even if there is no estimated time of arrival for the parts. What are my options at this point?
The entire unit is not working ( cooling nor freezing), I have a neighbor who is helping me out. I have not spoken with All Keys Appliance since March 26th. The service provider is not answering calls nor returning messages.
Thank you for this information, it was very helpful. I have chosen to execute this complaint through another avenue. i will not be responding further to this means of communication to resolve this problem.
Hi Ms. Thompson.
I'm sorry to hear of your concerns. I can appreciate being frustrated in not having the use of your fridge for the period you've explained.
How old is this fridge? Does it have a manufacturing date listed anywhere on the unit?
I purchased the refrigerator on August 26, 2015. I have attached a photo of the label located inside on the refrigerator showing a production date of 2015.06.
Reading in detail about your experience, I would agree that there's a lot to be said for good communication - even if it means contacting you letting you know they're ruining late or they're still waiting for said part.
Give me just a little more information. Where in your home is the fridge located and what is directly to the left and right of the fridge?
You responded, "The fridge is located in the kitchen with cabinets on the left side and a wall adjacent to the pantry on the right side when facing the fridge."
I appreciate the additional information.
Let's cover the why first. Government regulations have changed considerably within the last several years. Fridges now require a great deal less energy consumption and, as a result, have much smaller compressors. Generally the appliance can still have a considerable life span, but there are certain reasons why a compressor may now have problems prematurely. Inconsistent power can create problems. For a compressor to go out during the third year, however, suggests a problem with airflow. Fridges actually breath and, unlike compressors decades ago, you have to provide ample space around the fridge to get airflow. If this space is compromised, so is the fridge. In addition, it's a good idea to remove the compressor's cover and thoroughly clean around the unit. I want to make something clear; there's no way I can state for sure that this is positively the cause of the problem, but it's a very plausible of not possible that airflow is the problem. It's therefore equally important to address this when the compressor gets replaced. In addition it might likely help to attach a line conditioner (not a surge suppressor) to the power in order to protect against fluctuations.
That was a lot, I know. But it supplies much needed details. Unfortunately every manufacture can and does run into short supply of certain parts at different times. You're in one of those periods. I can't begin to tell you how soon the part will become available. Hopefully much sooner than later. I will point out, however, that according to your dates, you've actually only been waiting just over two weeks - not the four weeks previously mentioned. I know that doesn't make it any easier, but as they say, "Good things come..."
You responded, "Please don't make light of my situation as if it doesn't matter because you are not personally dealing with a matter of this nature. I stated that I have been without a refrigerator for going on four weeks which includes when the units stopped working on March 21st which is the four week point as of April 11th. It is inexcusable to have to go without a refrigerator for this period of time while having a valid Master Protection Agreement. So basically you are telling me that there is nothing that can be done to expedite actions to get my refrigerator repaired and that a replacement is definitely not an option. Are you telling me that I will have to wait for the parts to come in even if there is no estimated time of arrival for the parts. What are my options at this point?"
My sincere apologies Ms. Thompson. My intent was not to make light of your issue in any way, only to assist.
It is my understanding the the refrigeration portion is still functioning and that it is only the freezer that is not cooling. Is that incorrect? What have you been doing for refrigeration as of late? Did you speak to All Keys again this week?
You responded, "The entire unit is not working ( cooling nor freezing), I have a neighbor who is helping me out. I have not spoken with All Keys Appliance since March 26th. The service provider is not answering calls nor returning messages."
So originally you stated that the problem was that the freezer wasn't freezing. At what point did the entire fridge stop functioning? Did All Keys dismantle the fridge?
I'm surprised that All Keys Appliance isn't answering calls in any way. Surely they're still in business. If they aren't returning you calls, we need you to get more immediate action. I'm going to start by providing you with a full list of corporate customer service phone numbers.
Customer Service:
[protected] At Home Service
[protected] Book a Repair Appointment
[protected] Book a Repair Appointment
[protected] Order Parts
[protected] Sears in General
----------
[protected] Executive Department
I know it means making a few more calls, but All Keys Appliance Repair seems to be the problem here. This goes back to our original dialog about communication. There's no reason there couldn't be a simple phone call, even if it is to update you for the status of said compressor.
I'd like an update when you speak to the numbers above.
You responded, "Thank you for this information, it was very helpful. I have chosen to execute this complaint through another avenue. i will not be responding further to this means of communication to resolve this problem."
I'm glad to understand we've got the problem, at least somewhat, settled. Glad to know the numbers were helpful. Many of them are not published, but could get you directly to the people who could assist somewhat easily. I'd assume they have the necessary part on the way.