Microwave from Sears / Kmart

My parents 35 year old Hardwick microwave finally quit. They did some research, and then went to Kmart, and bought one. Kmart is now part of the Sears family. Under a hundred dollars later, Mom and Dad came home with a new one.

About a week later, the unit is running, but not heating. The manual says either return to the store for exchange, or take to a Sears authorized repair center. Well, there is such a center near where they live, so the microwave gets put back in the box, and carried out to the car.

Some days and a couple phone calls later, we learn that the microwave was shipped from Rochester NY to Pittsburgh PA the repair center. It was shipped back, because that center doesn't do microwaves. And then off to some other center.

A robocall comes in, the unit is ready to pick up. Dad drives to the repair center and finds out it's not there. Got sent some where else.

Finally the unit comes back, still broken. New instructions are to take it to the store of purchase, and exchange it.

Two weeks or more later, and they still don't have a microwave. Back to heating food and coffee on the stove, and planning meals that can reheat in pans.

I'm not all impressed with Kmart / Sears customer service. . Christopher A. Young Learn more about Jesus

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Reply to
Stormin Mormon
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Something that new should have been taken back for exchange instead of for repair.

Reply to
Ralph Mowery

I guess that explains why you're stupid. -----

- gpsman

Reply to
gpsman

I'm not at all impressed with your parents' judgement. It was a brand new microwave, they had the option to simply return it, and instead they decided to waste *their* time by sending it away for repair. After that proved unsatisfactory, they apparently compounded their poor judgement by following the store's instructions to get an exchange instead of a refund, since it seems they still haven't got a functional device.

They have to take personal responsibility for their bad decision. They _chose_ to inconvenience themselves, and more than once, too.

Reply to
Moe DeLoughan

Goes along with his inability not to top post. Harry K

Reply to
Harry K

Sears executive offices Blue Ribbon center:

1-888-266-4043 or 1-800-995-2139

One of those numbers is answered only by a machine that asks you to give an extension number. Hit any 2 digits. Because of what my father told me about his experiences with Sears repair service, when I bought a new washer a few years ago and it had a chipped tub, I exchanged it rather than have Sears fix it, and when its replacement made funny noises, I exchanged that one, too.

At least Sears still has a parts & service division, unlike crowd favorites Target and Walmart.

BTW if you ever have to repair a microwave out of warranty (expensive one, like an overhead or microwave-convection), electronics parts supplies, like MCM, can be a lot cheaper than appliance parts houses.

Reply to
larrymoencurly

You haven't shopped there in a decade or more have you?

Even Craftsman is just riding on the name these days; really, Kobalt tools appear to be just as good and now that there are more Lowe's stores than Sears more convenient to purchase. Haven't had to warranty any yet however so I can't comment on that.

nate

Reply to
Nate Nagel

"Stormin Mormon" wrote in news:hfB6t.2$ snipped-for-privacy@fed02.iad:

I have had much the same experience. I have a defective combination Sears MW/convection oven. The oven only goes uo to 300. I first discovered this when it was some ten months old when my regular oven failed. Up until then I'd only been using the MW. Requested service in late January.

First call was never followed through. Then arguments with serviceman about whether I could get home service or have to bring it to Sears. I can't carry it - way too heavy. Then after about three service calls they finally gave in to permit home service. Then problems getting a serviceman. The MW guys said they don't fix ovens, and the oven guys said the don't fix MWs. After three or four cancelled service guys they finally sent one who could repair the oven. Now he's made about eight calls, ordering stuff followed by replacing stuff that doesn't fix it. Now waiting for replacement heat sensor for replacement heat sensor. Can't get them to replace the whole thing. About twelve or fourteen service calls now, the fourth month now. Fortunately I bought a extended warranty or I'd be SOL because it's over a year old and they'd probably not continue to try to fix it under regular warranty.

I suspect they're waiting for me to give up in disgust.

Guess whose appliences I'll never buy again?

Reply to
KenK

I seem to recall reading about a U.S. toolmaker who makes tools for both Sears and Kline, I'm not sure if it was just screwdrivers but the company makes private label tools for several well known quality tool companies. ^_^

TDD

Reply to
The Daring Dufas

Let me guess - anything made in China???

Reply to
clare

On the flip side, I had a pretty decent experience with Sears Repair Service.

I bought a Craftsman Lawn Mower with a Honda engine from Sears. 2 year warranty.

It worked great the first season, I stored it per the manual, put fresh gas in it in the spring and it wouldn't start. I took it in for warranty repair, it went to PA for a couple of weeks and came back running like new. The paperwork said something like "Cause: Bad Gas. Cleaned carburetor. Bad gas not usually covered, will not cover bad gas under warranty again."

Do I think it was bad gas? Nope...I used the same gas in my trimmer and chain saw that season with no problem. Do I care? Nope...I got a free carburetor cleaning. :-)

Lawn mower has been running fine for 3 years now.

Reply to
DerbyDad03

Something that new should have been taken back for exchange instead of for repair.

Reply to
Stormin Mormon

I guess that explains why you're stupid. -----

- gpsman

Reply to
Stormin Mormon

I have had much the same experience. I have a defective combination Sears MW/convection oven. The oven only goes uo to 300. I first discovered this when it was some ten months old when my regular oven failed. Up until then I'd only been using the MW. Requested service in late January.

First call was never followed through. Then arguments with serviceman about whether I could get home service or have to bring it to Sears. I can't carry it - way too heavy. Then after about three service calls they finally gave in to permit home service. Then problems getting a serviceman. The MW guys said they don't fix ovens, and the oven guys said the don't fix MWs. After three or four cancelled service guys they finally sent one who could repair the oven. Now he's made about eight calls, ordering stuff followed by replacing stuff that doesn't fix it. Now waiting for replacement heat sensor for replacement heat sensor. Can't get them to replace the whole thing. About twelve or fourteen service calls now, the fourth month now. Fortunately I bought a extended warranty or I'd be SOL because it's over a year old and they'd probably not continue to try to fix it under regular warranty.

I suspect they're waiting for me to give up in disgust.

Guess whose appliences I'll never buy again?

Reply to
Stormin Mormon

Stormy:

By now in life you should know to always ignore the "STOP Do Not Return To Store" insert.

That's there because if you do, you get credit (or exchange), the store will return it to the manufacturer for credit to them and the mfgr eats the cost for the POS. The mfgr wants you to do all the legwork and inconvenience to minimize the impact to their numbers.

Let the mfgr take it up with their f'n Chinese suppliers if they don't like my consumer approach.

Reply to
Stormin Mormon

But didn't you think that if you exchange it, you could have one available to use immediately or did you think they repair it as you wait?

Reply to
Doug

But Target and WM don't sell appliances. Last place I'd buy an appliance is Sears. Try your local appliance store that has a real service guy working for them.

Reply to
Ed Pawlowski

I wouldn't buy an appliance from Sears either but they're probably the largest seller of appliances in the world. Somebody is buying there. I believe they have the largest appliance service organization, so I bet they have some "real service guy(s)" working there, too.

Reply to
krw

My parents 35 year old Hardwick microwave finally quit. They did some research, and then went to Kmart, and bought one. Kmart is now part of the Sears family. Under a hundred dollars later, Mom and Dad came home with a new one.

About a week later, the unit is running, but not heating. The manual says either return to the store for exchange, or take to a Sears authorized repair center. Well, there is such a center near where they live, so the microwave gets put back in the box, and carried out to the car.

Some days and a couple phone calls later, we learn that the microwave was shipped from Rochester NY to Pittsburgh PA the repair center. It was shipped back, because that center doesn't do microwaves. And then off to some other center.

A robocall comes in, the unit is ready to pick up. Dad drives to the repair center and finds out it's not there. Got sent some where else.

Finally the unit comes back, still broken. New instructions are to take it to the store of purchase, and exchange it.

Two weeks or more later, and they still don't have a microwave. Back to heating food and coffee on the stove, and planning meals that can reheat in pans.

I'm not all impressed with Kmart / Sears customer service.

Chris.....You are getting smarter every day. WW . Christopher A. Young Learn more about Jesus

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Reply to
WW

But didn't you think that if you exchange it, you could have one available to use immediately or did you think they repair it as you wait?

Reply to
Stormin Mormon

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